Question 1

How long is dispatch time?

Accepted Answer

We have a 48 hour window to fulfill your order, after this orders will either be sent out first class or special delivery depending on their value and postage calculated at checkout.

Question 2

How do I track my order?

Accepted Answer

Your order tracking number can be sent upon request.

Question 3

How will I receive a receipt?

Accepted Answer

Your receipt will be sent to your email address.

Question 4

What are your opening hours?

Accepted Answer

We are open 9am-5pm Monday to Friday. Bank holidays and public holidays may affect these hours.

Question 5

Why can’t I order certain products?

Accepted Answer

You may not be able to order certain products because you have not completed aspects of the training. Any further questions please email us.

Question 6

How do I order more tester vials?

Accepted Answer

Please go to our ‘Tester vial’ order section, if it is a replacement vial, select replacement vial and fill in in the box which vial it is you need.

Question 7

What packaging do you use?

Accepted Answer

We only use recycled, or recyclable packaging. It is very important to us to be as environmentally conscious as possible.

Question 8

Are the vials recyclable?

Accepted Answer

Yes, vials can be recycled as normal glass and plastic if the labels are removed.

Question 9

What is your returns policy?

Accepted Answer

Unfortunately we do not allow returns owing to the nature of the products, please double check your basket before placing any orders. However, if an error has been made on our part we will ask for an order to be returned and we will send out any corrections.

Question 10

What is your cancellation policy?

Accepted Answer

If an order needs to be cancelled or put on hold please get in touch via our contact email as soon as possible, if the order has not been sent out we will be able to cancel it and refund you, or credit your account.

Question 11

What if I made an error with my order?

Accepted Answer

If you have made an error with your order please email us as soon as possible, if the order has not already been dispatched then we will be able to correct it.

FAQ