Help Centre

Select a topic

    Brexit: Everything you need to know

    Following the UK leaving the EU from January 1st 2021, Vital Proteins would like to reassure all our customers that there will be no change to your shopping experience.

    Vital Proteins is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

    As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

    Vital Proteins can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.  

    For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.

    For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.

    We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

    Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

    As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.

    We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.

    There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
    No, all returns from European countries will go back to our distribution centre located within the EU.

    Coronavirus Update

    Thank you for your interest in Vital Protein’s products. We do understand your concerns. We know that there is a lot of uncertainty and stress all around us right now. The health and wellbeing of consumers is the number one priority for the food supplement sector in Europe. 

    As Europe is increasingly challenged by COVID-19, Food Supplements Europe is reinforcing the message that food supplements should be marketed in a responsible way. 

    Under the EU food supplement supplements Directive (2002/46/EC), the labelling, presentation and adverting must not attribute to food supplements the property of preventing, treating or curing a human disease, or refer to such properties. These provisions are applicable to COVID-19. 


    Therefore, Food Supplements Europe urges all;

    1. Companies marketing and retailing to refuse to stock or sell any supplements that are presented as prevention, treatment or cure of COVID-19.
    2. Companies marketing and retailing supplements to refrain from promoting any product as able to prevent, treat or cure COVID-19. 
    3. Consumers to avoid any products that is claiming to prevent, treat or cure COVID-19 and report such products to their appropriate governing bodies. 


    Anyone who believes they may have COVID-19 or may have come into contact with COVID-19  should taake the steps recommended by their government. 

    All direction for prevention and treatement of COVID-19 should only come from qualified healthcare professionals or public health authorities. 

    The responsible industry is committed to providing the public with safe, high quality food supplement products that provide many positive benefits to promote better health and wellness. 


    Food Supplements Europe, 31 March 2020

    Yes. We are still available 24 hrs a day online at https://www.vitalproteins.co.uk/ and we will do our utmost through this period to keep our websites running as normal for all customers.

    Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the Coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from the NHS for people to wash their hands more often than usual using soap and hot water.

    Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

    Unfortunately, some delivery locations will be affected by COVID-19 and orders might take longer than usual to arrive.

    To find information about usual UK delivery times and prices, please click here.


    For the most up to date information on your order, please check its status using the tracking link provided in your order dispatch email.

    My Account

    As long as you have a valid email address, then you can head over to our sign up page and fill out your details. You can also turn on newsletter notifications through your account to receive all our deals and offers!

    We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

    If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.

    It’s easy to make changes to your details, whether it’s your payment information, password or address book.

    Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

    There’s no need to worry, we’re compliant with data processing laws, meaning we care about keeping your details safe.

    For more information, please visit our Privacy Policy page.

    Don’t worry, by heading to the log-in page and selecting 'Forgotten your password' you'll be on your way to getting it reset in no time!

    If you don’t want to receive our exclusive offers then you can log-in to your account and select the ‘Email Preferences’ option to make this change.

    Don’t forget, you can choose to re-subscribe at any time!

    All our offers are highlighted within the promotions page. 

    Here’s how you can refer your friends to earn credit to spend on your next purchase, the refer a friend promotion is explained in full here:

    • Sign in to your account.
    • Click on any of the social media icons to share your unique code to your friends.
    • Your friend (s) must spend £40 to redeem their £15 referral credit
    • Once your friend (s) have completed their order we will send you an email to let you know that your credit is in your account and ready to be spent.

    Alternatively, your friend can insert your unique code at the basket where they will be asked to login to verify they are a new customer. Once they have created their account and they meet the special offers necessary requirements to take advantage of the offer they can proceed to checkout.

    With the ‘Wishlist’ feature, you can store your favorite items in a special list created just for you.

    From that list you will be able to select which items you would like to put in your shopping cart and purchase.

    To add items to your list: When you are on a product detail page click the “Save to Wishlist” link on the top right of the page, below the product price.

    To remove an item(s): While on your Wishlist page, simply click on the cross icon located on the product image.

    To add an item to your shopping cart: Simply click on ‘Add to Bag’ button. You should now see the item(s) you selected in your shopping cart. From here, you may either continue shopping or begin the check-out process.

    Ordering

    I am sorry to hear that your order was placed and now the item you require is out of stock. As the item on your order is showing out of stock, we would need to wait for this to be restocked, and we usually aim for a restock every 2-3 weeks. As this item has not yet been allocated through our warehouse, the funds for this item should not have been taken as we operate a pay on dispatch policy.

    If you are happy to wait for this item, do not worry, once we have restocked, the system will trigger this order and it will be dispatched and an email will be sent confirming this for you.

    Alternatively, if you do not require this item, please log into your account, and send us a message and we will be happy to get this looked into for you.

    We’ll never stand in the way of you and your products so we make it easy to order online, we’ll even hold items in the basket for 60 minutes for you should you temporarily leave our page!

    Step 1) Find the products you want and add them to the basket. You can either carry on shopping or go to basket.

    Step 2) There might be some gifts available at basket when your order reaches a certain amount. In order to choose your free product/sample, click on it to select it. When you do, the ''free gift selected'' number will change from 0/0 to 1/1. Once you've got everything you need, proceed to checkout.

    Step 3) At checkout, if you have any addresses or payment options saved to your account, then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

    Step 4) Check everything is correct and you’re good to go! We’ll send you an email to confirm your order and as soon as your order is on its way.

    Absolutely! Click on the basket icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

    Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

    Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.

    We’ll send you an email as soon as it’s on the way! Or simply check your account to track it.

    Plus, we want our products to get to you as quickly as possible, so sometimes items may be shipped separately.

    Your account makes it easy to keep track of all your orders.

    Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.

    We’ll also send you an email as soon as it’s on the way!

    Your account will show any previous orders you’ve placed. Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account. The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive. There will also be a click through to track it.

    Not found the information you need? Send our Customer Service team a message while you’re in your account.

    We’re sorry to hear you want to cancel.

    Can we help with anything so that you don’t have to? You can contact our Customer Service team through your account.

    If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

    Please note that you can only cancel an order within 15 minutes of it being placed. We’ll send you an email within an hour to let you know if the cancellation worked.

    If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

    See our Returns Policy to help you get the order back to us instead.

    We act fast to get your products to you as soon as possible, so once you’ve placed your order we cannot make any changes to it.

    If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.

    Select the order you wish to cancel and you’ll see that you can choose to cancel individual items or the whole order.

    We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

    Don’t worry, you can try and cancel the item in your account.

    You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

    As we work hard to get your products to you as soon as possible, you may not be able to cancel. If you can’t cancel, please refer to our Returns Policy to find out how to return your item and get a refund.

    Need some more help? You can send our Customer Service team a message while you’re in your account.

    Thank you for getting in touch about your recent experience with one of our Vital Proteins' products.

    We take all complaints seriously and are committed to providing products of the highest quality.

    If you do have a concern regarding the quality of any of our products then please contact our Vital Proteins Consumer Care team here.


    Please keep the product until our team have been back in touch, in case it may be needed to assist in handling your complaint.

    We’re sorry to hear that, but don’t worry as we can help. Please send us a message through your account.

    We’ll need to know the following-

    1. Order Number

    2. Incorrect item received

    3. The correct item ordered


    As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.

    We’re sorry to hear that but don’t worry as we can help. Please send us a message through your account.

    Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

    As soon as we know what’s happened, we’ll send you an email with the outcome.

    We ship items separately to make sure you get what you need as quickly as possible.

    Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.

    If the item has been sent, then send a message through your account to let our Customer Service team know and they’ll be happy to help.

    If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you!
    There might be some gifts available at basket when your order reaches a certain amount. In order to choose your free product/sample, click on it to select it. When you do, the ''free gift selected'' number will change from 0/0 to 1/1. This means that the gift has been added to your basket.

    Once you've got everything you need, proceed to checkout.

    On your account, you can select the order that you wish to cancel. Please note that you can only cancel an order within 15 minutes of it being placed. We’ll send you an email within an hour to let you know if the cancellation worked.

    If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay. We can only apologise for this and any inconveniences caused. However, you can contact us and we will be happy to look into a solution for you.

    Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re here to help if you have any questions.
    To find information regarding UK national delivery, please follow this link.

    We do not currently offer international shipment. 

    Payments and Discounts

    We offer a variety of online payment methods to ensure our customers can access the best vitamins and supplements with ease.

    Visa

    Visa Debit

    American Express

    Mastercard

    Maestro

    PayPal

    You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

    This is just so we can keep our customers safe!

    If you’re seeing the status ‘Payment Problem’ then don’t worry this can be easily fixed and we’ll have your products on the way to you in no time!

    Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

    If you’ve done all that and still can’t fix the problem then please contact our Customer Service team via the 'still need help' section below, they will be happy to help.

    If you want to add new payment details then you’ll need to do this at the checkout stage.

    Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite supplements with ease.

    Once you’ve got all your items in the basket, then add your code in the box marked ‘Got a discount code? Enter it here’. Clicking ‘Use Code’ will apply the discount.

    If the code doesn’t work, here are possible reasons why:

    - you might be trying to use multiple codes at the same time. Unfortunately, you can only use one per order.

    - you might be using a code that doesn't apply to the products in your basket.

    - you might be using a code that already expired. Our offers can change hourly, daily, weekly and monthly, unfortunately if a code is not working it might be because the promotion is not active anymore on our site.

    - you might be using a code from a third party that we do not work with or that applies to a different retailer site.

    - you might be using a code from a different garden of life site. Offers do not apply across all international locales.

    If none of the reasons above apply to your situation, please contact our Customer Service team to inform us of a discount code issue.

    Additionally, you can refer to the terms and conditions of an offer.

    We’re sorry to hear your code isn’t working!

    Here are possible reasons why:

    - you might be trying to use multiple codes at the same time. Unfortunately, you can only use one per order.

    - you might be using a code that doesn't apply to the products in your basket.

    - you might be using a code that already expired. Our offers can change hourly, daily, weekly and monthly, unfortunately if a code is not working it might be because the promotion is not active anymore on our site.

    - you might be using a code from a third party that we do not work with or that applies to a different retailer site.

    - you might be using a code from a different garden of life site. Offers do not apply across all international locales.

    If none of the reasons above apply to your situation, please contact our Customer Service team to inform us of a discount code issue.

    Additionally, you can refer to the terms and conditions of an offer.

    Orders placed for delivery inside of the UK currently include VAT and taxes. 

    Once you place an order, the payment will show in your account as pending until we send the products to you. The pending transaction is telling you that the payment is authorised to be taken.

    Delivery

    All our UK delivery options can be found here.

    Alternatively, if you can view our international delivery options here.

    Dear customer, please note that due to the current global situation there may be delays in delivery. We are working very hard to keep these delays minimal, but some situations are unfortunately out of our control.

    To find information about usual UK delivery times and prices, please click here.


    We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

    For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

    Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot.

    Our Delivery Information page can give you more information and timescales.

    If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).

    Returns And Refunds

    Please refer to our returns policy page for more information.

    If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).

    We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.

    You’ll need to tell them the reason for the return so they can choose the best option for you.

    Please refer to our returns policy page for more information.


    We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

    All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.

    To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).

    They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

    As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

    You should receive an email to notify you of any action taken.

    Your refund should be returned to your account within 5 working days of us receiving your return, and we’ll send you an email to let you know it’s on its way!

    If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account

    We are sorry to hear that you would like to return your unwanted items. Please note that we do not accept returned goods if the item has been used and opened.

    We are sorry to hear that you would like to return your unwanted items. We have a 14 day unwanted and unopened return policy, from when the order was received. As the order is over the 14 days policy, we would not be able to get this returned for a refund and we apologise for any inconveniences this may have caused.

    Website

    Please refer to our Terms and Conditions page.
    If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.
    Please refer to our Privacy Policy page.
    We are sorry to announce that #VitalInfluencer is not currently live, keep your eyes peeled as it will be coming soon!
    No matches were found. Please refine your search.

    Still need help?

    Unavailable

    Live Chat

    Call our Customer Service team on 08008807034

    Our phone-line opening hours are:

    08:00-20:00 Monday to Friday

    09:00-16:00 Saturday

    Closed on Sunday