FAQ

CONTACT US

HOW DO I CONTACT YOU?

You can message using the “help” button in the bottom right hand corner of our website, emailing customercare@victoriahealth.com or via telephone +44 208 951 4144.Calls will be answered Monday – Friday (09:30 Hours – 5:30 Hours GMT/BST).   Should you call outside of office working hours you can leave a message and the team will return your call on the next working day.  The office is closed on UK Bank Holidays.

ORDERS

CAN I ADD TO AN ORDER?

You cannot add to an order once it has been placed. You can however cancel an order by emailing customercare@victoriahealth.com and wait for a confirmation that the order has been cancelled and re-order all together. An order cannot be cancelled once the order has been picked and shipped.

WHAT DOES PRE-ORDER MEAN?

That means that the items is currently out of stock and will be shipped once in stock.  You are agreeing to purchase the item at this point and accept that the delivery will be at a later date.  The delivery may exceed 30 days and you can and have the right to cancel this order at any point by emailing customercare@victoriahealth.com.  We aim to give regular updates with realistic delivery dates for our pre-order items. 

CAN I FIND OUT WHEN A PRODUCT IS BACK IN STOCK?

You can email customercare@victoriahealth.com Please note that suppliers change their dates from time to time and we will give you the most accurate date that we are aware of at the time.

WHY CAN’T I ORDER A SPECIFIC PRODUCT?

Please be aware that there are a few products that cannot be delivered internationally due to shipping restrictions out of our control. This is flagged up on the individual product pages.

WHAT HAPPENS IF I GET THE INCORRECT ITEM?

We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur.  If you are returning items that are damaged, mis-shipped or the result of an error on our part, you will be refunded for the relevant part of the order and we will pay the return shipping costs. Items should be returned in their original product packaging and not damaged.

If you have received the wrong product or parcel, please contact customercare@victoriahealth.com

Please ensure you've included the following information:

  • The email address you used to place your order
  • Your order number
  • Details of the item(s) missing from your order
I DID NOT GET AN INVOICE IN MY ORDER?

We are no longer sending paper invoices with the shipments. Please review your account to see your order history and status of your order. The customer care team are always available to answer and questions that you have customercare@victoriahealth.com. Customers without email addresses will need to check their order history on their account.

I HAVE PLACED MY ORDER BUT I HAVE NOT GOT AN EMAIL CONFIRMATION?

Please check your spam/junk folder as these can sometimes be missorted in the incorrect inbox. If you do find it there, please add us to your address book so that your email account recognises us in the future.

NOT ALL OF THE ITEMS WERE INCLUDED IN MY SHIPMENT. WHY IS THIS?

If you have selected an item that is noted as "Pre-Order" on the site, this means that it is currently out of stock and it will ship when in stock and it may therefore ship at a later date.

I AM MISSING THE FREE GIFT

If you’re missing the free gift from your order then we’re sorry to hear this. It doesn’t happen very often however; gifts can go out of stock even once added to your basket. We reserve the right to substitute samples or withdraw this service at any time.

SHIPPING

WHAT ARE THE SHIPPING SERVICES AVAILABLE?

You will be shown the delivery options available for your order at the checkout page depending on the items being shipped and the delivery location.  Please note that we will need to wait 21 days from the date of dispatch before we can investigate the non-arrival of an item. Delivery times are estimates and start from the date of dispatch. Victoria Health cannot be held responsible for delays that happen to your order in transit by our third party couriers/local customs clearance offices.  We will of however support in every way that we can. 

UK ORDERS

We offer free standard delivery for orders placed over £25. Wherever possible, all UK orders will be processed and sent within 24/48 hours of receipt (Monday - Friday). Items purchased whilst on pre-order may be subject to longer delays.

For UK orders under £25, delivery is charged at a flat rate of £2.95. 

Customers can also opt for Royal Mail Special Delivery to receive your order the next working day (signature required). This service is not included in the Free Shipping over £25 and the cost will be displayed at checkout.  Please note that orders placed after 1pm or over the weekend or on UK Bank Holidays will be processed the next working day. Items purchased whilst on pre-order may be subject to longer delays and will not be delivered next day.  If an item is on pre-order it will be noted on the product page.

All deliveries can be fully tracked, and details can be found in your dispatch notification email.  Should you have an issue with any of your deliveries please contact customercare@victoriahealth.com

WHICH COUNTRIES DO YOU DELIVER TO?

We ship to 192 countries.  Please refer to the country switcher to review the list of countries we ship to. These can be found by selecting the country flag in the top right-hand corner of the Victoria Health homepage.

I KEEP GETTING A SHIPPING ERROR. WHAT IS CAUSING THIS?

It may be that an item has limitations imposed based on the country destination.  You will therefore be unable to purchase.  This will be made clear to you. 

BREXIT INFORMATION

SHIPPING TO THE EU AFTER BREXIT

All orders placed after the 7th December 2021 are inclusive of local tax and duty.  There will be no additional charges on arrival to the European Union (EU). GlobalE will be the "Merchant of Record" for all international orders.  Duties and taxes are non-refundable.  For further information please see their Terms of Sale: https://victoriahealth.com/content/Global-e_Terms_of_Sales_UK.pdf together with their Privacy Policy. https://victoriahealth.com/content/Global-e_Privacy_Policy.pdf

 

 

TRACKING YOUR ORDER

HOW CAN I TRACK MY ORDER?

When your order is dispatched you will get a notification. This will include a tracking number if a trackable service was selected at point of sale. You will be able to use this to see the status of your delivery.

I HAVE TRACKED MY ORDER AND IT NOTES THAT IT HAS BEEN DELIVERED BY I CANNOT FIND IT?

From time to time couriers may leave items in a “safe place” or with a neighbour. If your item is noted as being delivered but you cannot locate please be sure to check outside of your property and with your neighbours.

RETURNS

WHAT IS YOUR RETURNS POLICY?

You can cancel your order up to 14 days after their order is delivered.  In order to do this, please contact customercare@victoriahealth.com  We do request that all orders that are being returned to us are returned  within 30 days of receipt if deemed unsuitable. It is your responsibility to return items to us and to contact us..  In the UK we recommend recorded delivery or Royal Mail Guaranteed and we cannot be held responsible for loss or damage to goods whilst they are being returned.

For international returns, please contact customercare@victoriahealth.com to be guided on next steps.  Please note that for international returns the return shipping and any reverse duties & taxes are the responsibility of the customer. Returns should be postmarked within 30 days of the order date. We also recommend insuring your package.  Once your return is received back at our warehouse and inspected, your refund will be issued. Please allow up to 1-3 business days for the refund to be processed back to your original form of payment.

We cannot process any returns without prior communication with our team.

Refunds will be made to the card that was used in the original purchase.

Items should be returned in their original product packaging.  If the product returned is not in a fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Items that are not Returnable 

  • Any item that is not returned within 30 days of shipment.
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  • Cosmetics products and items of clothing (including shapewear and socks).

Instructions for Returning Goods (UK Only)

Please enclose your order number and a telephone number/email address with you return.  Please send the goods in appropriate packaging and make note of the tracking number. We cannot be held responsible for loss or damage to goods whilst they are being returned.

Return the package to:

Victoria Health Returns Department
Unit 5, Atlantic Business Centre
Stirling Way
Borehamwood
WD6 2FQ
UK

Once we receive the goods back and have inspected them, we will either refund your payment (using the same payment type you used to pay for your order) or replace the goods depending up on your request.

WHEN WILL I GET MY REFUND?

Once we have received your package, providing the items have been returned in a re-saleable condition your refund will be issued without delay. Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 1 – 3 days to show on your statement from the time of issue. Please be aware that this varies by bank and payment methods, and that PayPal transactions show immediately.
If your card has expired since placing the order, please contact customercare@victoriahealth.com to make alternative arrangements.

ARE THERE ANY ITEMS THAT CANNOT BE RETURNED OR EXCHANGED?

Any item that is not returned within 30 days of shipment.
Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
Cosmetics products and items of clothing (including shapewear, pillowcases and socks)

PASSWORDS

HOW DO I RESET MY PASSWORD?

To change your password, you can either use the forgotten password link or SIGN IN.

I’VE REQUESTED A NEW PASSWORD, BUT HAVEN’T RECEIVED AN EMAIL

If you have not received the reset password email, please check your spam/junk folder as these can sometimes be missorted in the incorrect inbox.

If you have not received your password within 1 hour, please contact customercare@victoriahealth.com for help setting up a new one.

THE WEEKEND READ

HOW CAN I SUBSCRIBE TO THE WEEKEND READ?

You can subscribe to receive the Weekend Read following the instructions on the homepage (pink box in the middle of the site)

WHEN DOES THE WEEKEND READ GET SENT?

The Weekend Read is sent weekly on Saturday morning at 07:45 hours (GMT/BST)

WHY AM I NOT GETTING THE WEEKEND READ?

Please check in your spam/junk folder. If you do find it there, please add us to your address book so that your email account recognises us in the future.

VH ADDICT

WHAT IS A VH ADDICTS?

VH Addicts is an annual subscription service. For just £30 a year VH Addicts will receive a range of services not otherwise available to Victoria Health customers:

10% Discount off all our products*

Priority processing on all your orders

Unlimited personal prescriptions from our in-house Pharmacist. For access to this, please email customercare@victoriahealth.com and receive personalised advice and regimes regarding any health concern you may have

*May not be used in conjunction with any other offer or discount. Discount is unable to be applied to any Temple Spa products.

HOW CAN I BECOME A VH ADDICT?

You can purchase the annual membership by adding to your basket and buying. You will then be given 1 years membership from the day of your purchase. https://victoriahealth.com/vh-addict/

HOW DO I MAKE A PERSONAL PRESCRIPTION?

If you go to your account, there will be a little icon that will enable you to make a personal prescription as part of your VH Addict membership.

WISHLIST

CAN I HAVE MORE THAN ONE WISHLIST?

Yes, you can have multiple wishlists.

HOW CAN I CREATE A WISHLIST?

Once signed in, you can follow steps to create a new wishlist in your account area. There is no limit to the number of wishlists you can create.

To add products to your wishlists, you start by navigating to any individual product page. Products cannot be added to wishlists from category or quickview pages, it must be on the single product page only.

While on an individual product page, click the Add to Wishlist button (the heart)

Select which wishlist to add the product to, then click Add to Wishlist. You will be taken to your wishlist page in the My Account area.

To manage multiple wishlists (as you may want one for different themes and you can personalise these) as a customer, begin by going to My Account, then click Wish Lists in the Manage Your Account menu. All of the wishlists you have created will be shown on the page.

Personal prescription request

x