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Shipping & Returns

Shipping

Protein Power uses DPD and Royal Mail as our main carriers and times of high demand we may use other suppliers to ensure that you get your delivery on time. Any items which are purchased and weigh up to 1kg including packaging will be sent via Royal Mail. Any items which weigh over 1kg inclusive of all packaging will be sent via our courier DPD. DPD offer great new technology which allows us to track and trace your parcel every step of the way right from when the parcel is picked up here until it is signed for at your door.

They also offer a before 3pm delivery, which is service that is a full two hours ahead of a standard next day delivery service of another courier. It is of the up most importance that we try to get your parcel delivered on the first attempt. This way everyone is happy. Here are some suggestions on how we can make this happen:
If that’s not possible……
If that’s no good……

Shipping Costs

We offer FREE UK mainland (excl. Highlands) shipping on orders over £60. Orders under £60 to the UK mainland excl. Highlands are a flat £2.99. Deliveries to BFPO addresses will be charged at standard UK postal rates but with a 5kg limit on orders. Shipments to Northern Ireland, the Scottish Highlands, UK Islands, Channel Islands and Europe are calculated according to weight but there is a MAXIMUM charge of £15 to Northern Ireland, Scottish Highlands and non-mainland UK. FREE shipping on all orders over £250 to non-mainland UK. Orders to Europe will vary depending on the area of Europe we ship to:

(Please note- next delivery service is charged at £5.00).

£4.24 to a maximum of £4.99 for Germany with FREE shipping on orders over £150.

£4.24 to a maximum of £5.99 for Belgium and Netherlands with FREE shipping on orders over £150.

£5.09 to a maximum of £6.99 for Luxemburg, Monaco, Republic of Ireland with FREE shipping on orders over £150.

£5.09 to a maximum of £8.99 for Denmark and Austria with FREE shipping on orders over £150.

£5.09 to a maximum of £11.99 for Czech Republic, Italy, Slovakia and Spain with FREE shipping on orders over £200.

£5.09 to a maximum of £15.99 for Sweden with FREE shipping on orders over £250.

£5.09 to a maximum of £16.99 for Finland, Poland and Portugal with FREE shipping on orders over £250.

£5.09 to a maximum of £17.99 for Hungary with FREE shipping on orders over £250.

£5.09 to a maximum of £19.99 for Bosnia and Herzegovina, Bulgaria, Croatia, Greece, Iceland, Latvia, Lithuania, Montenegro, and Serbia. FREE shipping on orders over £250.

£5.09 to a maximum of of £33.99 for Gibraltar, Macedonia and Ukraine with FREE shipping on orders over £300.

£5.09 to a maximum of of £35.99 for Switzerland with FREE shipping on orders over £300.

£19.99 to a maximum of of £39.99 for Norway with FREE shipping on orders over £300.

For orders to Cyprus or Malta the shipping prices for orders over 2kg are very high so we only suggest customers order items which weigh less than this.

For customers outside of Europe, shipping charges up to 2kg will vary between around £5-£8 typically.

Do we ship to the USA?

Yes we ship to the US on a daily basis. You will need to submit your order as normal and we will contact you via email to confirm charges.

Redelivery

If the Supplier has to re-deliver a parcel due to a fault of the customer, there will be a charge of at least £7.50 to cover our freight, shipping and handling costs.

Tracking your own parcel

Finally if you know your parcel is on the way and you want to track it for yourself, then simply click the link below.
http://www.dpd.co.uk
http://www.royalmail.com
Finally, we accept that unfortunately there may sometimes be occasions when, for some reason, there is a problem with delivery. It may arrive late; it may arrive damaged; it may not arrive at all. In any of these cases, we will endeavour to ensure that a replacement is arranged with the absolute minimum of fuss for you, and that you get a full refund for any postage you have paid. Incorrect delivery information as stated by the customer is the responsibility of the customer, who will be charged £9.99 if we make a collection on their behalf.
Whilst we do try to keep all our info pages polite and friendly, for legal reasons brought about by a minority of our customers, we do need to state that it is the customer's responsibility to ensure that they are present to sign for the parcel. In no way can Protein Power or DPD/Royal Mail be held liable for failed deliveries unless either of those parties has been negligent in their duty to deliver.

1.Shipping

1.1 The goods you order will be shipped to the address you give when you place your order, except that some deliveries are not made outside the United Kingdom.

1.2 Orders placed before 4.00 pm on a working day will be processed that day and will be shipped as per the requested shipping option provided no additional security checks are required and all stock items are available. (A working day is any day other than weekends and bank or other public holidays.) Orders going via DPD placed before 5.30pm will also be processed that day (excluding weekends, bank and other public holidays) subject to security and stock checks.

1.3 If delivery cannot be made to your address for reasons under the Supplier´s control the Supplier will inform you as soon as possible.

1.4 If you deliberately fail to take delivery of the goods (otherwise than by reason of circumstances under control of the Supplier) then without prejudice to any other right or remedy available to the Supplier , the Supplier may:

·  1.4.1 store the goods until actual delivery and charge you for reasonable costs (including insurance) of storage; or

·  1.4.2 sell the goods at the best readily obtainable price and either (a), where you have not already paid for the goods in question, account to you (after deducting all reasonable storage and selling expenses) for any excess over the price you agreed to pay for the goods or charge you for any shortfall below the price you agreed to pay for the goods or (b), where you have already paid for the goods in question, account to you (after deducting all reasonable storage and selling expenses) for any proceeds received.

1.5 If you fail to take delivery because you have cancelled your contract under the Distance Selling Regulations the Supplier shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods. On exercising your right to cancel you shall be required to return the goods to the Supplier. Should you fail to return the goods, the Supplier reserves the right to deduct any direct costs incurred by the Supplier in retrieving the goods as a result of such failure.

1.6 Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, the Supplier will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, the Supplier will inform you of any delay as soon as possible and will give you the option of cancelling your order at this point.

1.7 Upon receipt of your order you will be asked to sign for the goods received in good condition. If the package does not appear to be in good condition then please refuse the delivery. If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

1.8 In the rare event that any overseas orders get seized at customs, the Supplier will not be held accountable for this. Customers orders at their risk.

1.9 If the Supplier has to re-deliver a parcel due to a fault of the customer, there will be a charge of at least £7.50 to cover our freight, shipping and handling costs.

2. Your right of cancellation

2.1 You have the right to cancel the contract at any time up to 10 days after you receive the goods (see below). Please note that this policy has some limitations and does not apply to business customers.

2.2 To exercise your right of cancellation, you must give written notice to the Supplier by hand, post or the enotes section of our website, giving details of the goods ordered and (where appropriate) their delivery and receipt number. Notification by phone is not sufficient.

2.3 Except in the case of faulty or mis-described goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to the Supplier at your own cost. The goods must be returned to the address shown within the Returns on Line section of the Supplier's website. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. In the case of faulty or mis-described goods the Supplier shall, after receiving notification in accordance with condition 8.4, 8.5 or 8.6, either collect the goods from you or ask you to return the goods to the Supplier in accordance with the Supplier's Returns procedure (see condition 12 below).

2.4 Once you have notified the Supplier that you are cancelling the contract, the Supplier will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

2.5 Except in the case of faulty or mis-described goods, if you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.

2.6 You do not have the right to cancel the contract if the order is for computer software which has been unsealed by you, or for consumable goods which, by their nature, cannot be returned, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.

3. Returns

3.1 For all details of the Supplier´s returns policy and procedures please see our returns policy.

3.2 In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage.

3.3 Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier.

Shipping

12.1 For all details of the Supplier´s returns policy and procedures please see our returns policy.

12.2 In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage.

12.3 Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier.