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Methods of Ordering

Neulife Health and Fitness gives you 3 easy options to place an order. You may do one of the following;

1. Order Online

Our site is 100% safe and secure. Your credit card details are encrypted to process your order, and are not retained on our server. Your personal details are used to process your order, and will never be shared with a third party. If you're not comfortable ordering online, you can use any of the other options for ordering.

2. Order by Phone

Phone us on 0845 625 0185 (international callers dial +44 845 625 0185)

3. Order via Post 

You may send us a cheque or a postal order via post to place an order. Simply send us written details, of the product(s) you would like to order and where you would like the products to be despatched to, to the following address.

Neulife Health and Fitness
PO Box 156
Glossop 
Derbyshire 
SK13 9AU 

Please be aware that placing your order using a cheque may mean a delay in delivery time as we need to make sure that payment clears to our bank.

Please also make sure that you include payment for delivery. (see ‘Postage and Delivery Information’ below)

How do I find a product and order online?

You can start your shopping journey by clicking on one of the categories in the menu bar down the left side of the page or, if you know the product you're looking for you can type the product you want into the search box at the top right of the page. When you click on a product’s ‘add to cart’ or link, the selected product will be added to your shopping cart in the top right hand part of the site. If your shopping cart already contains products, this will be shown as the number of “items” in your shopping cart.

 To view the products that are in your shopping cart, either hover your mouse over the ‘shopping cart’ icon or click the ‘my cart’ button at the top of the page and you will be shown what is in your basket. If you want to remove a product, click on the small X next to the product, which will remove them from your basket.

 To purchase, click on the ‘Checkout’ or ‘Proceed to Checkout’ button, which will take you to the checkout process, where you can register or sign in to make the payments for your products.

 Can’t Find What You’re Looking For

 If you can't find the product you're looking for, please either email us on customercare@neulife.co.uk or phone us on 0845 625 0185 (international callers dial +44 845 625 0185)

Customer Promise

Neulife Health and Fitness was founded with one simple aim: ‘to provide high quality supplements together with excellent customer service at competitive prices’. We want you to be completely happy with everything you buy that’s why every product we sell is backed by a 100% satisfaction guarantee. If you're not, simply return it to us, and we'll refund your money. Neulife  Health and Fitness products are all manufactured in the UK under GMP license. GMP license means "good manufacturing process" - you should always check your vitamins and supplements carry a GMP license - it's a guarantee of quality. 

Gift Vouchers

At present, Neulife  Health and Fitness does not offer gift vouchers.

Postage and Delivery Information

UK Postage and Packing: Orders are usually despatched by Royal Mail within 48 hours, by First Class Postal Service. Royal Mail aims to deliver on the next working day, but please allow up to 10 days for delivery.  Prices on delivery options differ and are calculated at checkout. View the Royal Mail terms and conditions for more information. 

European Postage and Packing: Orders are usually despatched by Royal Mail, within 48 hours, by Air Mail Small Packets Service.  Prices on delivery options differ and are calculated at checkout. View the Royal Mail delivery terms and conditions. Please allow up to 21 days for delivery to Europe. 

Rest of the World Postage and Packing: Depending on your delivery destination there are different rates for delivery to the Rest of the World. Orders are usually despatched by Royal Mail, within 48 hours, by Air Mail Small Packets Service.  Prices on delivery options differ and are calculated at checkout. View the Royal Mail delivery terms and conditions. Please allow up to 30 days for delivery to the Rest of the World.

Why is shopping online with Neulife so secure?

Here at Neulife  Health and Fitness we take online security very seriously. We’d like to assure you that we take great care to protect the personal information you send to us over the internet. All credit and debit card purchases are processed directly using a PCI (Payment Card Industry) compliant card processing company; Neulife employees have no access to this information whatsoever.

If you request that we store your card details, then we will only store a reference number to an account saved securely with our card processing company. We do not store actual credit card information like card numbers or CVV numbers (3 digit security codes) on our website. You can rest assured that in the very unlikely event that our security is breached, your personally identifiable financial data is not stored anywhere on our systems.

All data sent over the internet to our website is encrypted using 2048bit encryption (look for the padlock symbol in your web browser) making sure that your details cannot be read whilst travelling over the internet.

Where else can I purchase Neulife products?

Neulife Health and Fitness products are only currently available direct from Neulife  Health and Fitness either via the website, by email, post or telephone. 

We are however looking to expand the availability of our products. If you would like to become a stockist, please contact us either by email, phone or post at the following:

Neulife Health and Fitness
PO Box 156
Glossop 
Derbyshire 
SK13 9AU 

Telephone – 0845 625 0185

Email – admin@neulife.co.uk

How do I create an account on the website?

To create an account with Neulife Health and Fitness, simply click on "Log In" at the top of the page:

This will take you to the ‘Log In or Create An Account’. Click on the ‘Create an Account’ button in the middle of the screen.  You will then be directed to a page where you are required to enter your first name, last name, email address and chosen password. We guarantee that we will not sell or pass your data to a third party outside Neulife, in the normal course of business, unless that third party requires the data to provide you with your order or in the course of communicating with you as a customer. As part of our customer charter we will process your personal data fairly and lawfully.

Once you’ve entered all the required details (marked with a *) click on the ‘Submit’ button in the lower right of the screen.

You will now be taken to ‘My Dashboard’ where you can view and amend many details including; personal details, address book, marketing preferences and order details.

Can I get a receipt?

Whatever your method of ordering, upon receipt of your order Neulife will send you an email with your unique order reference number and details of the order you have placed.

If ordering products via our website, you will receive an automated receipt instantly.

I’ve forgotten my password

In the unfortunate circumstance that you forget your password but you still know your registered email address please visit: http://www.neulife.co.uk/customer/account/forgotpassword/. Click on ‘Forgot Your Password?’. You will now be directed to a new page which will ask you to confirm the email address which your account was set up in. Enter your email address and click the ‘Submit’ button. A link will then be emailed to this address allowing you to reset your password and log into your account.

If you cannot remember your email address, please contact customer services about your account at customercare@neulife.co.uk

Changing your contact details

Once logged in you will be directed to the ‘My Dashboard’ page where you can amend your contact details. Click on ‘ Account Dashboard’ in the top left of the page. This will bring up all of your personal details on the main page allowing you to select and amend your chosen item. You can change your password, contact information, marketing preferences, and billing or delivery address.

If you want to change your billing address and delivery address(es) this can also be done by clicking on the ‘Address Book’ button in the top left hand corner of the ‘My Dashboard’ page.

Cancelling or amending your order

All orders placed via our website will be dispatched within 48 hours by Royal Mail (all orders placed on Fridays, weekends and public holidays despatched within 24 hours after the next working day). All other orders will be despatched within 48 hours of payment being cleared. If for any reason you wish to cancel or make a change to your order we advise that you contact our call centre immediately on 0845 625 0185 or email us at customercare@neulife.co.uk. We cannot guarantee that your order can always be cancelled or changed before it is despatched.

Changing your delivery address

All orders placed via our website will be dispatched within 48 hours by Royal Mail (all orders placed on Fridays, weekends and public holidays despatched within 24 hours after the next working day). All other orders will be despatched within 48 hours of payment being cleared. If for any reason you wish to change your delivery address we advise that you contact our call centre immediately on 0845 625 0185 or email us at customercare@neulife.co.uk.  We cannot guarantee that your order can always be changed before it is despatched.

My order hasn’t been received

Your order will be despatched by Royal Mail and may be subject to routine checks by HM Customs if being delivered outside of the UK. We therefore we ask that you allow 10 days for orders in the UK, 21 for Europe and 30 days worldwide before contacting us on the whereabouts of your order. In the unlikely and unfortunate event that your order is still not received within in this time frame please contact us at customercare@neulife.co.uk and we will arrange for a replacement as soon as possible.

Only part of my order has arrived

If there is a problem with an individual product in your order it won’t hold your order up. We will despatch all remaining items to you and email you to notify you of a product being unavailable. Should you not have received an email about missing items, and you find that there are products missing when your package is delivered, please email us at customercare@neulife.co.uk and notify us of the items you are missing.

When will my order be despatched

All orders placed via our website are despatched within 48 hours of the order being placed. All other orders are despatched within 48 hours of payment being cleared. If you order on a Friday, Saturday, Sunday or a public holiday your order is generally despatched by Royal Mail the next working day.

What methods of payment do you accept?

If ordering though our website we accept all major credit/debit cards as well as payment via Paypal. (We do not accept American Express or Diner’s Club cards)

If ordering by post, telephone or email we accept payment by cheque. We recommend you do not send cash in the post.

The website is not accepting my card

Neulife  Health and Fitness does not accept American Express or Diner’s Club cards, if your card is not one of these and is still not being accepted please contact us on 0845 625 0185 or by email at customercare@neulife.co.uk.

What do I do if I want to return/exchange my product?

If for any reason you are not satisfied with your Neulife  Health and Fitness product we offer a '100% Satisfaction Guarantee' which means that you can return your product, in its’ original and un-opened state for a refund or exchange.

To return a product to us please:

1.  Package the product, ready for postage back to us.

2.  Enclose a copy of your invoice and highlight the product(s) being returned.

3.  Enclose a brief note explaining the reason for return and, if requiring an exchange, the item you wish to exchange the      product with.

4.  If requiring a replacement product, please provide payment (either via cheque or postal order) to cover the cost of return      post via Royal Mail and the cost of the replacement product (if it is of a higher value than the original). Please contact us      if you are not sure what payment you need to send to us.

5.  Please post back to us using a secure form of delivery to: 

Neulife Health and Fitness

PO Box 156

Glossop 

Derbyshire

SK13 9AU 

Can I arrange a return online?

At current Neulife  Health and Fitness does not offer a returns process online.

I received someone else’s order

In the unlikely event there has been an error and you’ve received someone else’s order please contact us on 0845 625 0185 or via email at customercare@neulife.co.uk.

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