Help and FAQ
29 answers on ordering, delivery, returns, labels and privacy, plus a link to the questions on each of our 40 product pages.
Ordering
How to buy, how the saving shows, and how you pay.
How do I place an order?
Open a product page, choose how many packs you want and press Add to basket. The basket opens so you can check the line and the total, then go to checkout from there. Nothing is charged until you confirm the order at checkout.
How does the multi-buy saving work?
Buy 2 of the same product and each pack is 10% off. Buy 3 or more of the same product and each pack is 20% off. The product page shows the price for each option before you add it. The saving applies per product line, so it is 2 or 3 of the same product, not 3 different ones.
How does the saving show in the basket?
In the basket the list price is struck through, the price you pay sits beside it and the saving is shown in green on the line. The subtotal is what you pay for the products after the saving. Delivery is added underneath only when it is charged.
What is a bundle?
A bundle is a set of products at one price below what they cost separately, and the saving is worked out from the current price of each product in it. There are 3 bundles in the shop. A bundle is already discounted, so the multi-buy saving does not apply to it again.
Do I need a subscription?
No. Every product is one price per pack and you order again when you want to, with up to 20% off when you buy more than one pack at a time. Prices are in pounds sterling. Delivery is added at the basket unless your order qualifies for free delivery.
How can I pay?
You can pay by Visa, Mastercard, Maestro, American Express, Apple Pay and Google Pay. You choose one at checkout and nothing is charged until you confirm. This site never stores a payment detail in your browser.
Delivery
Dispatch, carrier, tracking, cost and where we deliver.
When will my order be dispatched?
Order before 6pm for same-day dispatch. Orders placed after 6pm, at weekends or on bank holidays go out on the next working day. Working days are Monday to Friday.
Which carrier do you use, and how long does it take?
Royal Mail Tracked 24, aiming for the next working day. That is the carrier's own service standard rather than a promise from us, and a small number of parcels take longer. The delivery page has the full terms.
Can I track my order?
Yes. Your tracking number is sent within 24 hours of dispatch. Use it on the carrier's site to follow the parcel to your door.
How much is delivery?
Standard delivery is £3.95. It is free when you spend £35 or more on products, measured after any multi-buy or bundle saving and before delivery itself. The basket shows the delivery charge before you pay.
Do you deliver to Northern Ireland or outside the UK?
We deliver to addresses in Great Britain (England, Scotland and Wales). We do not currently deliver to Northern Ireland or outside the UK.
My order has not arrived. What should I do?
Check the tracking first, since most late parcels are already on their way. If it has gone past the carrier's standard, arrived damaged or is incomplete, contact us through the contact page with your order number. Under the Consumer Rights Act 2015 the goods are our responsibility until they reach you, so a lost or damaged parcel is for us to put right.
Returns and refunds
Your 14 days, faulty goods, and when the money comes back.
Can I return something if I change my mind?
Yes. Buying online you have 14 days from the day you receive the goods to tell us you are cancelling, and no reason is needed. You then have 14 days from telling us to send the goods back. Opened consumables can be treated differently for a change of mind, so keep the pack sealed if you may send it back.
How do I start a return?
Tell us through the contact page what you are returning and whether it is a fault or a change of mind. We confirm the return, give you the address and say what to include. Post it back and keep your proof of postage. Send it from the contact page and we reply by email.
What if the product is faulty or not as described?
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. In the first 30 days you can reject a faulty item for a full refund. After that you can ask for a replacement, and if that does not put it right you can claim a price reduction or hand it back for a refund. For the first six months it is for us to show the item was not faulty, not for you.
Who pays for return postage?
On a change of mind we refund the price of the goods and the standard delivery you paid, which is £3.95 or nothing if your order had free delivery. Return postage for a change of mind is set out on the returns page. The cost of returning a faulty item is ours, not yours.
How long does a refund take?
We refund to your original payment method within 14 days of getting the goods back, or within 14 days of your proof of return, whichever reaches us first. That timing is set by law, not by us. Your bank may take a few more days to show it.
Can I return an opened pack?
If the product is faulty, damaged or not as described, yes, whatever state the seal is in. For a change of mind, food supplements are consumable goods, so an opened pack can be treated differently from a sealed one and we cannot resell it. The returns page sets out how an opened change of mind return is handled.
Products and labels
What is on the label and how to choose.
What is a food supplement?
A food supplement is a concentrated source of nutrients or other substances sold as a food, not as a medicine. It tops up a normal diet. It is not a substitute for a varied, balanced diet and a healthy lifestyle.
Where do the ingredients, allergens and directions come from?
Ingredients and allergens are listed on each product page under Nutritional information. The label on the pack you receive is always the thing to follow.
Is a product vegan, vegetarian, gluten free or dairy free?
Check the Nutritional information drawer on the product page; where a product is suitable for a diet it is marked there.
Which format should I choose?
The range comes as tablets, capsules, softgels, powder and sachets. Capsules, tablets and softgels are swallowed with water; a powder is stirred into a drink or food; a sachet is a single measured serving. The format is printed under the name on every product page and card, and where a product has a sibling in another format the page links to it.
How do I read the pack line?
The pack line tells you how much is in one pack and in what form. A pack counted by piece reads "Pack of 90" and the format, tablets, sits beside it. A pack sold by weight reads "300 g pack, powder", so the quantity and the form sit together. The price shown is for that one pack.
Can you tell me what a supplement will do for me?
No. We do not make health claims. Only claims authorised under Great Britain law may appear on a label, and we add none of our own. For advice on whether a product suits you, speak to a pharmacist or your GP.
Your account and privacy
No account, no tracking, and what your browser holds.
Do I need an account?
No. There is nothing to sign up to and no password to remember. You check out as a guest and we only ask for what the order needs.
What does the basket keep in my browser?
The basket keeps product slugs and quantities in your browser's local storage under the key nutrivessa.cart.v1. It holds no name, address, payment detail or anything about your health. Empty the basket, or clear site data for this domain, and it is gone.
Contact
How to reach us and what to tell us.
How do I contact you?
Through the contact page, which has three fields: your name, your email address and your message. Send it from the contact page and we reply by email. The contact page is the one place to reach us, so every message lands with the same team.
What should I include in a message?
Your order number if you have one, the product name and pack size, and what happened. For a delivery problem add the tracking number. Please leave out any health or medical information: we cannot advise on it and do not want to hold it.
Questions about a specific product
Every product page answers what is in the pack, who it suits, how it compares, and what delivery and returns look like for it.
Vitamins & Daily Essentials
Minerals & Omegas
Collagen, Fibre & Cultures
Still need help?
Ask us through the contact page. Please leave out any health or medical information.