Frequently Asked Questions

Browse our products, add what you want to your basket and go to checkout. Enter your delivery details, review your order and confirm. You will receive an email confirming that we have received your order.

We accept payment by bank transfer. After you place your order, you will be given our bank details and your order number to use as the payment reference. Your order is processed once the payment has reached our account.

The reference lets us match your payment to your order quickly. If it is missing or incorrect, your order can be delayed while we confirm the payment, so please use it every time.

Most UK bank transfers arrive within minutes to a few hours, though some banks take longer. Once your payment has cleared, we move your order into processing. If you have paid and not heard from us, please email us with your order number.

Prices are shown in pounds sterling (GBP) and include VAT where it applies. Any delivery charge is shown at checkout before you confirm your order, so you always see the full total first.

Contact us as soon as possible. If your order has not been dispatched yet, we can usually change or cancel it, and a cancelled order is refunded in full. Once an order has been dispatched, you can return it under our refund policy.

Yes. You must be 18 or over to place an order with us.

Account options depend on how checkout is set up on the website. An account lets you view your order history and reorder faster, but the details we need for any order are the same: your name, contact details and delivery address.

Orders are normally dispatched within 1 to 2 working days of your payment clearing. We dispatch on working days (Monday to Friday, excluding UK public holidays).

Once dispatched, standard delivery usually takes 2 to 5 working days, and express delivery (where offered) usually takes 1 to 2 working days. Remote areas such as the Scottish Highlands and Islands, Northern Ireland and the Channel Islands may take longer. These times are estimates, not guarantees.

Shipping is calculated at checkout based on your address, the delivery option you choose and the size and weight of your order. You will see the full total, including shipping, before you confirm your purchase.

We currently deliver to addresses in the United Kingdom. If you would like to order from elsewhere, please contact us first to check whether we can deliver to your location. Customs duties or import taxes on international orders are the customer's responsibility.

Where tracking is available, we email you a tracking number and link once your order is dispatched. Tracking can take a few hours to show updates. If nothing appears after 24 hours, get in touch and we will look into it.

First check your tracking link and any courier cards or collection notices. If your order has not arrived within 14 days of dispatch, contact us with your order number and we will investigate with the courier. If the parcel is confirmed lost, we will send a replacement or refund you.

The courier will usually leave a card, try again or arrange a collection point. Please follow their instructions. If the parcel is returned to us, we will contact you to arrange redelivery, and the cost of redelivery may be charged to you.

Contact us straight away. We can often update the address before dispatch, but not after the parcel has left us. We cannot refund orders delivered to an incorrect address supplied by the customer.

As a consumer buying online, you can generally cancel and return your order within 14 days of receiving it, without giving a reason. Items should be unused, unopened, in their original packaging and in a resalable condition. Full details are in our refund policy.

Email info@peptidespens.co.uk with your order number, the items concerned and the reason. We will reply with next steps and the return address. Please do not send anything back until you have heard from us.

Unless the item is faulty or we sent the wrong item, you pay to send it back. If it is faulty, damaged or incorrect, we cover the reasonable cost of the return. We recommend a tracked service, as we cannot be responsible for items lost on the way back to us.

Contact us as soon as you can with your order number, a short description of the problem and clear photos of the item and its packaging. If we agree it is damaged or faulty, we will offer a replacement or refund.

Please tell us within 7 days of delivery. We will send the correct or missing item, or refund the affected part of your order, whichever you prefer.

Refunds are normally processed within 14 days of us receiving the returned item (or of us agreeing the refund, if no return is needed). They go back to the original payment method, or to the bank account that sent the payment if you paid by bank transfer. Your bank may take a few extra days to show it.

For hygiene and safety reasons we cannot accept returns of opened, used or tampered items unless they are faulty, items returned without our agreement, or items made to order or personalised. Your statutory rights are never affected.

Each product page carries the details we hold for that item. If you need more information before ordering, email us and we will do our best to help. Colours, packaging and appearance may vary slightly from what you see on screen.

No. Information on this website is for general purposes only and is not medical, legal or professional advice. If you are unsure whether a product is suitable for you, please speak to an appropriately qualified professional before use.

Please follow any instructions, labels and safety information supplied with the product. You are responsible for making sure you may lawfully buy and use what you order, and for using it only as intended. See section 10 of our terms of service.

Availability is not guaranteed and can change. If something you ordered turns out to be unavailable, we will let you know and offer a refund or a suitable alternative.

We work hard to price everything correctly. If we find an error after you order, we will tell you and give you the choice of buying at the correct price or cancelling for a full refund.

We use it to process and deliver your orders, take payment, provide support and meet our legal obligations. We never sell your information to third parties for their own marketing. See our privacy policy for the full details.

Click the unsubscribe link at the bottom of any marketing email, or contact us and we will remove you. Order messages such as confirmations and dispatch updates will still be sent, as you need them.

Under UK data protection law you can ask for a copy of your data, ask us to correct it, or ask us to delete it in certain circumstances. Email info@peptidespens.co.uk and we will normally respond within one month.

Use the "lost your password" link on the login page to set a new one. If that does not work, contact us and we will help. We recommend a strong, unique password, and please tell us straight away if you think your account has been compromised.

We use encrypted connections (HTTPS), access controls and trusted service providers to protect your information. We accept bank transfers, so we do not store your bank login details.

Email us at info@peptidespens.co.uk or use our contact page. Please include your order number if your question is about an order, so we can help faster.

We aim to reply as quickly as we can, usually within one to two working days. Messages sent at weekends or on public holidays are answered on the next working day.

• Your order number and the email address used to order.
• A short description of the question or problem.
• Photos, if the item is damaged or incorrect.

Please email us with the details and we will do our best to put things right. For data protection concerns, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint.