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?

If an item is noted as pre-order this means that it is currently not in stock and that the item will follow in a later shipment.

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.

UK ORDERS

We offer free delivery for orders placed online over £25. Wherever possible, all UK orders will be processed and sent within 24/48 hours of receipt (Monday-Friday).

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.

WHICH COUNTRIES DO YOU DELIVER TO?
Antigua / Barbuda Gibraltar Norway
Argentina Greece Oman
Australia Holy See Poland
Austria Hong Kong SAR Portugal
Bahrain Hungary Qatar
Barbados Iceland Romania
Belgium India Saudi Arabia
British Virgin Isles Ireland Singapore
Brunei Italy Slovakia
Bosnia and Herzegovina Israel Slovenia
Bulgaria Jamaica South Africa
Canada Japan Spain
Cayman Latvia Sweden
Croatia Lithuania Switzerland
Cyprus Luxembourg Taiwan
Czech Republic Malaysia Thailand
Denmark Malta Turkey
Estonia Mexico UAE
Falkland Islands Monaco UK
Finland Morocco USA
France Netherlands  
Germany New Zealand  
I KEEP GETTING A SHIPPING ERROR. WHAT IS CAUSING THIS?

If you are shipping internationally, please check that the items in your basket can be shipped outside of the UK. Any products that cannot be shipped outside of the UK have a note on the product page.

BREXIT INFORMATION

TAX AND CUSTOMS FOR ORDERS OUTSIDE THE UK TAX AND CUSTOMS FOR ORDERS OUTSIDE THE UK POST-BREXIT

Prices on the website are shown inclusive of UK VAT at 20%. All orders are fulfilled and dispatched from the UK. If you enter a delivery address that is outside the UK at the point of checkout UK VAT will automatically be removed.
If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your destination country. These and any additional charges for customs clearance are your responsibility. You may be asked to pay local import duties, customs and local sales tax by the shipping provider when your delivery arrives at your destination.
For orders shipped to countries in the EU, the value of imported goods in consignments are broken down in the following way for tax and duty:

Orders below EUR 10/22*

  • Exempt from VAT
  • Exempt from customs duty

Orders from EUR 10/22* to EUR 150

  • VAT due in EU
  • Exempt from customs duty

Orders above EUR 150

  • VAT due in EU
  • Customs duty due in EU

*The threshold is generally 22 Euro but some states apply lower limits.

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?

We operate a “no quibble” returns policy, but we do request that wherever possible all orders are returned to us within 30 days of receipt if deemed unsuitable. It is your responsibility to return items to us; we recommend recorded delivery or Royal Mail Guaranteed. We cannot be held responsible for loss or damage to goods whilst they are being returned.
If the product returned is not in 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.
In the rare cases you have an allergic reaction or the item is faulty, please do email customercare@victoriahealth.com

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

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