Frequently Asked Questions

Peptides are short chains of amino acids, typically between 2 and 50 residues, joined by peptide bonds. They are widely used in pharmaceutical research, immunology, cell biology and drug discovery.

Our peptides are produced via solid-phase peptide synthesis (SPPS), which is the industry standard for research-grade peptides. Amino acids are added one at a time to a growing chain on a resin support. Once the full sequence is assembled, the peptide is cleaved from the resin, purified by reverse-phase HPLC, and freeze-dried into a stable powder.

This gives us precise control over sequence, purity and consistency. In-house testing confirms purity and identity, and CoAs are available to download on each product page.

Minor cosmetic differences between vials are normal and do not indicate a quality issue. You may see slight variations in the appearance of the freeze-dried cake (from a compact disc to a looser powder) or different cap colours between batches.

Not all vials are sealed under vacuum. Whether a vial is vacuum-sealed depends on the manufacturer and the peptide itself. Some are nitrogen-flushed instead. The presence or absence of a vacuum seal does not affect quality or purity, as long as the vial has been stored correctly (sealed, refrigerated, away from light).

If you have any concerns about a vial (for example a broken seal or visible contamination), send us some photos and we will look into it.

Vial sizes and peptide quantities vary by product and are listed on each product page. Common sizes are 2mg, 5mg, 10mg and 15mg, with some products available in larger quantities.

All vials are standard laboratory-grade borosilicate glass with crimped aluminium seals and rubber stoppers. Product pages list the exact peptide content per vial. If you need a quantity not listed on the website, let us know.

Freeze-dried peptides are stable when stored correctly. As a rough guide:

• Lyophilised, refrigerated (2-8°C): Typically stable for 24 months or longer, depending on the sequence. Peptides prone to oxidation (e.g. those containing methionine or cysteine) may have a shorter shelf life.
• Lyophilised, frozen (-20°C): Extended stability, often over 36 months.
• Reconstituted: Stability varies by peptide and solvent. Most reconstituted peptides should be aliquoted and stored frozen. Avoid repeated freeze-thaw cycles.

We recommend storing all freeze-dried products in a fridge or freezer, in the original sealed vial, away from light and moisture. If you need stability data for a specific peptide, get in touch.

Proper handling and storage are important for keeping peptides in good condition. Here is what we recommend:

• Temperature: Store freeze-dried peptides at 2-8°C (fridge) for short-term use or -20°C (freezer) for long-term storage.
• Light: Keep away from direct light. UV can degrade certain residues, particularly tryptophan and tyrosine.
• Moisture: Keep vials sealed until ready for use. Freeze-dried peptides absorb moisture from the air, which speeds up degradation.
• Handling: Let refrigerated or frozen vials reach room temperature before opening, to prevent condensation forming inside the vial.
• After reconstitution: Aliquot into single-use volumes if possible and store frozen. Avoid repeated freeze-thaw cycles.

Handle peptides using standard laboratory practices for research chemicals. MSDS sheets are available on request for any product in our catalogue.

Yes. We sell bacteriostatic water (sterile water with 0.9% benzyl alcohol as a preservative) and acetic acid mixing solution (prepaid to the correct pH). Both are listed as separate products on the website.

Bacteriostatic water is the most common solvent for reconstituting research peptides. The benzyl alcohol inhibits microbial growth and allows multiple withdrawals from a single vial. Acetic acid solution is needed for certain peptides that require a lower pH to dissolve properly. Product pages note which solvent is recommended for each peptide.

Yes, custom peptide synthesis is possible. If you need a specific peptide that is not currently in our catalogue, get in touch with the sequence and quantity you need. We can discuss options and pricing.

We also regularly add new peptides to the catalogue based on research demand. If there is something you would like to see stocked, let us know.

No, there is no minimum order value. Single-vial orders are welcome and processed the same as larger orders. Shipping costs are shown at checkout.

Peptides are used across many research areas. Common applications include:

• Cell biology and signalling: Studying receptor-ligand interactions, signalling pathways and cell proliferation.
• Immunology: Antibody development, vaccine research and T-cell activation studies.
• Drug discovery: Lead compounds and tool compounds in early-stage pharmaceutical research.
• Biochemistry and structural biology: Binding assays, enzyme kinetics and protease research.
• Analytical chemistry: Method validation, mass spectrometry calibration and chromatographic method development.

We supply research-grade material suitable for these and similar in-vitro applications. Our catalogue reflects peptides of current scientific interest. Please ensure your intended use is consistent with any applicable institutional or regulatory requirements.

This is one of the most common questions we get, and it is completely normal. 5mg is a very small amount of material, roughly a few grains of fine salt. In a standard 2ml or 3ml vial, it will look like a thin film, a small disc or a barely visible amount of powder at the bottom.

Weighing the vial is not a reliable way to verify the contents, for several reasons:

• Most lab balances have a margin of error that can exceed the total peptide mass at these quantities.
• The weight of the vial, stopper, crimp seal and any residual moisture will dwarf the peptide mass.
• Vial tare weights vary between units, even within the same batch.

The proper way to verify peptide content is through analytical testing (HPLC or mass spectrometry). We provide in-house Certificates of Analysis for each product, available to download from the product page. These are not batch-specific.

If you ever have a concern about a specific vial, get in touch with the order reference and photos and we will look into it.

A slight cloudiness after adding solvent can happen and is not necessarily a problem. Common causes include:

• Incomplete dissolution: Some peptides take longer to dissolve, especially hydrophobic sequences. Gentle swirling (not shaking) and leaving the vial at room temperature for a few minutes usually resolves this.
• pH mismatch: Some peptides have poor solubility at neutral pH. Using the right solvent (e.g. dilute acetic acid for basic peptides, or alkaline buffer for acidic sequences) can help.
• Concentration: Reconstituting at too high a concentration can exceed the solubility limit.
• Mannitol: In vials containing mannitol, it dissolves quickly but may briefly cloud the solution.

If cloudiness persists after gentle mixing and a few minutes at room temperature. Get in touch with the product details and a description of how you reconstituted it, and we will look into it.

We can provide general reconstitution guidelines including recommended solvents, typical working concentrations and storage conditions after reconstitution. This information is on each product page, or check the product page.

Detailed experimental protocols (assay-specific procedures, concentration curves, application-specific methods) are outside our scope as a research chemical supplier. For experimental design, consult the published literature, your institutional protocols or your supervising PI.

For solubility data and reconstitution recommendations, check the product page on our website.

We use a fixed-pricing model. Prices reflect the cost of high-purity, tested research peptides and are the same for every customer. We may run occasional promotions which will be shown on the website when active.

Yes. Research peptides are legal to buy, possess and supply in the UK for legitimate research purposes. They are classified as research chemicals, not controlled substances under the Misuse of Drugs Act 1971 or the Psychoactive Substances Act 2016.

Research peptides are not licensed medicines. They have not been evaluated or approved by the MHRA for therapeutic use. Selling peptides as medicines or making medicinal claims about them is an offence under the Human Medicines Regulations 2012.

We operate as a research chemical supplier. All products are sold for in-vitro research and laboratory use only. We make no medicinal, therapeutic or diagnostic claims. Buyers are responsible for ensuring their use complies with all applicable regulations.

Regulatory note: The legal status of peptides varies by country. International buyers should check their own import regulations before ordering. We cannot provide legal advice on foreign regulatory frameworks.

In-house CoAs are available for download on each product page. These are not batch-specific. They confirm the identity and minimum purity of each product based on our internal HPLC and MS testing. CoAs are not included with orders. To download one, visit the product page and select the relevant item from the dropdown. We encourage researchers to arrange their own independent testing if batch-level verification is required for their work.

A typical in-house CoA includes:

• Peptide identity: Sequence, molecular formula and molecular weight.
• Purity: Determined by HPLC analysis, expressed as a percentage (typically ≥98% for most products).
• Mass spectrometry: Confirmation of molecular identity via MS or LC-MS.
• Appearance: Physical description of the lyophilised product.
• Batch/lot number: For reference.

If a CoA is not visible on the product page, let us know and we will sort it out.

No. We use a long-term compounding facility that produces all our peptides and provides the raw HPLC and LC-MS data for our records. These reports are not public because they contain proprietary data and software formats.

If you want independent confirmation, you can send samples for your own testing. The researcher should test, not the seller.

We do not use third-party labs because most so-called independent labs online are not accredited or traceable.

Even high-quality peptide synthesis produces trace impurities. The most common ones are:

• Deletion sequences: Peptides missing one or more amino acids from the target sequence, caused by incomplete coupling during synthesis.
• Truncated sequences: Shorter fragments produced by premature chain termination.
• Oxidised forms: Common in peptides containing methionine or cysteine residues. Can occur during synthesis, cleavage or storage.
• Deamidation products: Asparagine and glutamine residues converting to aspartic acid or glutamic acid.
• Racemisation: L-amino acids converting to D-amino acids at certain positions during base-mediated steps.
• Residual solvents and reagents: Trace TFA (trifluoroacetic acid), acetonitrile or scavengers from the cleavage and purification process.

These impurities are identified and quantified during HPLC analysis. The purity percentage on the CoA reflects the proportion of target peptide versus total peptide-related material. We typically supply products at 98%+ purity, meaning impurities account for less than 2% of the total.

Net peptide content (NPC) is the actual mass of active peptide in a vial, as opposed to the total mass of material. The total mass includes the target peptide plus:

• Residual moisture (typically 3-8% in freeze-dried peptides)
• Counter-ions (most commonly TFA or acetate salts from purification)
• Excipients such as mannitol, if present

For example, a vial labelled as "5mg BPC-157" with 75% net peptide content contains approximately 3.75mg of active peptide and 1.25mg of counter-ions, moisture and any excipients.

NPC matters when calculating molar concentrations for research. It is reported on the CoA where available. If you need precise molar quantities, use the NPC value rather than the labelled gross weight in your calculations.

These are different measurements that are often confused:

Purity is the proportion of the target peptide relative to all peptide-related species, measured by HPLC. A purity of 98% means 98% is the correct sequence, with 2% being related impurities. This is the main quality metric.

Yield is the total mass of peptide obtained from a synthesis run after purification. This is a manufacturing metric, not a quality indicator. A synthesis might produce a lower yield at higher purity (because purification was more aggressive), or a higher yield at lower purity.

We specify products by purity, not yield. The purity on the CoA is the definitive quality measure. Yield figures are not published as they are a manufacturing detail, not relevant to researchers.

We accept the following payment methods:

• Pay By Bank - This is the quickest form of payment. The payment page redirects to your banking application which triggers a payment of the amount of your order, offering immediate order confirmation.
• Bank transfer (BACS/Faster Payments): Bank details are provided at checkout. Orders are processed once payment clears.
• Cryptocurrency: Bitcoin is accepted at checkout.

All payments are processed in GBP (British Pounds). For international bank transfers, your bank may apply currency conversion fees which are outside our control.

Payment is required in full before dispatch. If you have paid but it has not shown up yet, allow up to one working day for bank transfers to clear before getting in touch.

Orders are processed in the order they are received, once payment is confirmed:

• Payment confirmed before 3pm: Order is usually dispatched the same working day.
• Payment confirmed after 3pm: Order is dispatched the next working day.
• Weekends and bank holidays: Orders placed over the weekend or on bank holidays are processed the next working day.

Once dispatched, you will receive an email with tracking information. During busy periods, processing may take slightly longer. If there is a delay we will let you know.

If you have not received a payment link or invoice after placing an order:

• Check the spam/junk folder. Automated emails sometimes get filtered.
• Check the email address you entered at checkout was correct.
• Allow up to 30 minutes. There can be a short delay during busy periods.

If it still has not arrived, drop us an email with your order reference or the email address you used at checkout and we will send a new link.

Yes, as long as the order has not been dispatched yet. Drop us an email as soon as possible with your order reference and what you need changed.

If the order has already been dispatched, we cannot amend it. Depending on the situation, you may be able to arrange a return or place a new order.

Address changes after dispatch are sometimes possible if the parcel has not entered the sorting network yet, but this is not guaranteed.

We offer refunds in the following situations:

• Incorrect item dispatched: Full refund or replacement at no extra cost, once we have verified the issue.
• Damaged in transit: Full refund or replacement. Please send photos within 48 hours of delivery.
• Quality issue: If a product does not meet its stated specification (purity, identity), we will issue a full refund or replacement after investigation.
• Non-delivery (confirmed lost): Refund or reshipment after the carrier investigation is complete.

Refunds are not offered for:

• Change of mind after dispatch.
• Returns sent without prior authorisation.
• Products that have been opened, reconstituted or otherwise used.
• International parcels seized or rejected by customs.

Refunds are processed to the original payment method, usually within 3-5 working days.

Yes offer wholesale, reseller, and trade accounts.

We welcome enquiries.

We offer the following shipping options:

United Kingdom:

• Royal Mail Tracked 24: Next-working-day aim, fully tracked. Most UK orders go via this service.
• Royal Mail Special Delivery Guaranteed by 1pm: Guaranteed next-working-day delivery before 1pm, with enhanced compensation cover.

International:

• Royal Mail International Tracked: Fully tracked to most destinations. Typically 5-12 working days.
• Royal Mail International Tracked & Signed: Tracked with signature on delivery. Recommended for higher-value international orders.

Shipping options and costs are shown at checkout. All shipments include a tracking number, sent by email once dispatched.

Orders are dispatched Monday to Friday, excluding UK bank holidays. The dispatch cutoff is 3pm. Orders with confirmed payment before 3pm are usually dispatched the same day. Orders confirmed after 3pm go out the next working day.

You will receive an email with your tracking number once the order has been handed to the carrier. During bank holiday periods (Christmas, Easter, etc.), dispatch schedules may change. We will update the website if so.

Estimated delivery times from the date of dispatch:

• UK (Royal Mail Tracked 24): 1-2 working days
• UK (Special Delivery): Next working day (guaranteed by 1pm)
• Europe: 3-7 working days
• USA, Canada, Australia: 5-10 working days
• Rest of World: 7-14 working days

These are estimates based on normal carrier performance. Delays can happen due to customs (international), carrier backlogs, weather or industrial action. We dispatch promptly but cannot control carrier timelines once a parcel has been handed over.

Track your parcel on the Royal Mail website using the tracking number in your dispatch email.

All orders are packaged to protect the contents during transit. Freeze-dried peptides are stable at room temperature for the duration of normal postal delivery and do not need cold-chain shipping.

Standard packaging includes:

• Individual vials secured to prevent movement and breakage
• Cushioning material to absorb impact
• Discreet outer packaging with no product descriptions visible externally
• Appropriate labelling for postal regulations

International shipments include a customs declaration as required by postal regulations, accurately describing the contents and value.

If there is a problem with your delivery (damaged packaging, a broken vial, or items missing), here is what to do:

1. Photograph the issue: Take clear photos of the packaging and contents, including any damage, before moving anything.
2. Let us know: Email us within 48 hours of delivery with your order reference, a description of the issue and the photos.
3. Assessment: We will review and respond within one working day with a resolution, usually a replacement or refund.

Photos are required for all damage claims, as we also need them for carrier insurance. Claims after 48 hours are harder to process, but we will do our best to help.

If your parcel has not arrived in the expected timeframe, check the tracking number from your dispatch email first. Common reasons include:

• The parcel is still in transit (especially international shipments, which can be variable).
• A delivery attempt was made and the parcel is at a local sorting office or collection point.
• The parcel has been delivered to a neighbour or safe place (check any "left with" notes on the tracking).

If tracking shows no movement for a while, or the expected delivery date has passed, drop us an email with your order reference. We will open an investigation with the carrier.

If you entered the wrong address at checkout, the options depend on where the order is:

• Not yet dispatched: Email us straight away and we can correct the address before dispatch.
• Dispatched but not yet delivered: We can try a redirection request with the carrier, but success depends on how far the parcel has progressed. Royal Mail redirections are not always possible once a parcel is in the sorting system.
• Already delivered to the wrong address: If the parcel was delivered to the address you entered (i.e. you made a mistake at checkout), we are unable to offer a refund or replacement as the delivery was completed as requested. You may want to contact the occupant at that address directly.

Please double-check your shipping address before confirming an order. Address changes after dispatch may incur extra shipping charges.

We ship internationally to most countries. However, we cannot ship to countries under comprehensive UK/international trade sanctions, or where importing research peptides is prohibited.

Currently restricted destinations include (but are not limited to):

• North Korea
• Iran
• Syria
• Cuba
• Russia and Belarus (restricted due to sanctions)

Some countries also have specific import controls on peptides that may result in customs seizure. We ship in good faith but cannot guarantee customs clearance in every jurisdiction. It is the buyer's responsibility to check their own import regulations.

If you are unsure whether we can ship to your country, drop us a message before ordering.

If your parcel is held by customs, we can provide the following documentation to help with clearance:

• Commercial invoice detailing the contents and declared value
• Product documentation as required
• A letter confirming the nature of the goods as research chemicals
• Material Safety Data Sheets (MSDS) if requested by the customs authority

To request any of the above, email us with your order reference and any correspondence from the customs authority.

Customs decisions are made by the destination country's authorities and we have no ability to influence or override them. Documentation improves the chances of clearance but does not guarantee it.

If customs contacts you directly for more information, respond quickly. Delays can result in the parcel being returned or destroyed.

Since Brexit, shipments from the UK to EU countries are treated as international imports. EU customs may apply:

• Import VAT: Charged at your country's standard VAT rate on the declared value plus shipping.
• Customs duty: May apply depending on the product classification (HS/CN code) and the declared value. Research chemicals usually attract low or zero duty, but this varies by country.
• Handling fees: Some carriers charge a handling fee for processing customs on your behalf.

Whether charges are applied depends on the country, declared value and customs authority discretion. Some countries let lower-value shipments through; others charge regardless.

All customs duties, import VAT and handling fees are the buyer's responsibility. Our prices do not include these charges and we cannot estimate them, as they depend on your country's regulations.

No. All import duties, taxes, VAT and customs handling fees are the buyer's responsibility. We ship on a DDU (Delivered Duty Unpaid) basis for all international orders.

The checkout price includes the product and shipping. It does not include any charges applied on import. Please factor in potential import costs when ordering internationally.

We cannot estimate import charges for specific countries as these depend on local regulations and customs decisions.

If customs reject a parcel, one of two things usually happens:

• Returned to sender: The parcel is sent back to us. Once received, we will contact you to discuss options: reshipment to a different address or a partial refund (minus shipping).
• Destroyed by customs: Some customs authorities destroy seized items rather than returning them. In this case we are unable to offer a refund, as the loss is not caused by a fault in the product or service.

We strongly recommend that international buyers check the legality of importing research peptides into their country before ordering. We provide accurate customs declarations and documentation, but compliance with your country's import regulations is your responsibility.

Important: Customs seizure or rejection is not covered by our refund policy. This includes parcels held indefinitely, destroyed or returned due to the destination country's regulations.

No. We will not falsify customs declarations. All international shipments are declared accurately with:

• A correct description of the contents
• The true commercial value of the goods
• The correct country of origin

Declaring goods as "gifts", understating value or misrepresenting contents on a customs declaration is a criminal offence in the UK and most other countries. It is customs fraud and can result in prosecution, fines and seizure.

We will not misrepresent shipments under any circumstances. Any such requests will be declined.

If tracking shows no movement for an extended period or the parcel has not arrived within the expected delivery window, the following process applies:

1. Check tracking: Verify the current status on the Royal Mail website. International parcels can show no updates for days while in transit or going through customs.
2. Allow the full delivery window: International tracked services can take up to 25 working days in some cases, depending on the destination.
3. Let us know: If the delivery window has expired with no tracking updates, get in touch. We will open an investigation with Royal Mail.
4. Investigation period: Royal Mail international investigations take 15-20 working days. The parcel may still arrive during this time.
5. Resolution: If the investigation confirms the parcel is lost, we will issue a replacement or refund.

International parcels carry a higher risk of delay or loss than UK shipments. Choosing Tracked & Signed gives better traceability and can speed up investigation outcomes.

If a parcel is confirmed missing (tracking shows no movement beyond the expected delivery window), we open a formal investigation with the carrier:

1. Report: Email us with your order reference. We verify the tracking and confirm the parcel is overdue.
2. Investigation raised: We open a lost-item investigation with Royal Mail (or the relevant carrier for international orders).
3. Investigation period: UK investigations take about 10 working days. International ones take 15-20 working days. These timeframes are set by the carrier, not us.
4. Resolution: Once the carrier confirms the parcel as lost, we issue a replacement or full refund depending on stock and your preference.

You do not need to contact the carrier yourself. We handle the investigation.

There are a few reasons why an investigation is needed first:

• Carrier liability: Royal Mail requires a formal investigation before a claim can be settled. Without it, we cannot recover the cost from the carrier.
• Parcel recovery: A significant proportion of parcels reported as "lost" during the investigation period are subsequently located and delivered. Sending replacements before the investigation finishes would often result in duplicate shipments.
• Fraud prevention: A small number of claims are fraudulent. The investigation process, including GPS data and delivery scan checks, helps distinguish genuine losses from false claims.

We understand waiting for an investigation is frustrating. The timeframes are set by the carrier and outside our control. We do everything we can to resolve claims as quickly as possible.

If tracking shows delivered but you have not received the parcel, please check the following before contacting us:

1. Check safe places: Look in safe places (porch, shed, behind bins) where the carrier may have left it.
2. Ask neighbours: The carrier may have left it with a neighbour. Check the tracking details for any "left with" notes.
3. Check with other household or office members: Someone else at the address may have collected it.
4. Allow 24 hours: Sometimes a delivery scan registers early and the parcel arrives the next day.

If the parcel still cannot be located after these checks, get in touch with the order reference. We will raise a "delivered not received" investigation with the carrier, which checks GPS data from the delivery scan and may involve contacting the driver.

These investigations take 10-15 working days. If the carrier confirms a misdelivery or cannot account for the parcel, we issue a replacement or refund.

Note:If GPS data confirms the parcel was scanned at the correct address, the carrier's liability may be limited. We assess each case individually and work towards a fair resolution.

Generally, replacements are not sent until the investigation is complete. As mentioned above, many parcels turn up during the investigation period.

That said, we may consider early reshipment on a case-by-case basis for regular customers, especially where tracking strongly suggests the parcel is lost (e.g. no scans for an extended period on a UK shipment).

If we do reship early and the original parcel then arrives, you would be expected to return one of the two shipments at your own cost, or pay for the extra order. We agree this upfront before sending.

If you have not received an order confirmation within 30 minutes:

• Check spam/junk folders: Order confirmation emails sometimes get caught by spam filters. Check for emails from sales@uk-peptides.com or noreply@uk-peptides.com.
• Verify the email address: If you made a typo in your email address at checkout, the confirmation will have gone to the wrong address.
• Check the account: If you have an account on uk-peptides.com, log in and check order history. The order should appear there even if the email did not come through.

If the order does not appear and no email has arrived, get in touch and we can check if the order went through and resend the confirmation.

If you cannot log in to your account on uk-peptides.com:

• Password reset: Use the "Forgot Password" link on the login page. A reset link will be sent to your email.
• Email not recognised: You may have used a different email address. Try any other emails you might have signed up with.
• Reset email not arriving: Check spam/junk folders. If the reset email does not arrive, that email may not be linked to an account.

If none of the above works, drop us an email with your name and the email address you think is linked to your account. We can check and help you get back in.

For security, we cannot transfer account access to a different email without verifying your identity.

Yes, if the order has not been dispatched yet. Drop us an email as soon as possible with your order reference and the correct address.

If the order has already been dispatched, address changes are usually not possible. Royal Mail offers a redirection service in some cases, but it depends on how far the parcel has progressed and is not guaranteed. We can try on your behalf, but we cannot promise it will work.

Please double-check your shipping address on the order summary page before confirming.

Log in to your account on uk-peptides.com and go to account settings or the address book to update your name, email, phone number or saved addresses.

If you need help or cannot make a change through the website (e.g. changing the primary email on the account), email us. We may need to verify your identity for some changes.

If you have placed and paid for an order but received no dispatch or tracking information, the most likely reasons are:

• Payment not yet confirmed: Bank transfers can take up to one working day to clear. Bitcoin payments need network confirmations. The order will be processed once payment is confirmed.
• Email delivery issues: The dispatch email may have gone to spam/junk. Check these folders for emails from sales@uk-peptides.com.
• Processing queue: During periods of high demand, processing can take a little longer than our usual same-day/next-day turnaround.
• Stock issue: On rare occasions, an item may be temporarily out of stock. In this case, we will get in touch to discuss options (wait for restock, substitute product or refund).

If more than two working days have passed since payment was confirmed and no communication has been received, get in touch with your order reference and we will check for you.

The best way to reach us is by email at contact@puregradelabs.com. We handle everything through email: order queries, technical questions, quality concerns and general enquiries.

To help us get back to you faster, include the following where relevant:

• Order reference number
• Your email address (the one linked to your order)
• A brief description of the issue
• Photos if relevant (damage, quality or delivery issues)

Don't send anything back without contacting us first. Email us with your order reference and the reason for the return. If we approve it, we'll send you the returns address and any instructions.

Unauthorised returns (items sent back without getting in touch first) may not be processed or refunded. This is because:

• We need to check whether a return is warranted before accepting it.
• Specific handling instructions may apply depending on the product.
• We assign a returns reference number so we can track it.

Opened, reconstituted or used products can't be returned. Sealed, unused products may be accepted on a case-by-case basis.