Shipping & Delivery Policy
We will endeavour to despatch goods as promptly as possible; we cannot currently guarantee same day, but all orders received before 2PM (Monday-Friday) will nearly always be shipped the same day. Orders received after 2PM will be shipped the next working day, via the courier method you selected at checkout.
The delivery time-frame and the cost specific to your order is quoted within the order confirmation page once you submit your delivery location. This is due to the fact that we can only calculate the estimated delivery to you once we know your exact order value and weight, and your delivery location.
We undertake to inform you of any subsequent change to the delivery time within 48 hours of receiving your order.
We currently despatch orders via:
- Royal Mail (1-3 working days)
- UK Mail (Tracked, 1-2 days - excl. weekends)
- DPD Global Express Parcels (Next working day - excl. weekends)
In most cases we prefer to utilise DPD for an express, insured delivery. All shipping charges are calculated based on weight and the delivery address. All charges are quoted before you enter your payment details in the checkout area. Only in exceptional circumstances - outlying, non UK-mainland and remote postcodes - will we need to revise a postage charge. This is due to the hefty excess fees in despatching to these regions (as per our courier's definition of 'Non UK Mainland' - Northern Ireland, Isle of Man, Scilly Isles, Scottish Highlands & Islands, Jersey and Guerney).
Customer is responsible for ensuring full and accurate postcode and delivery details are provided; whilst we endeavour to scrutinise all labels going out, we cannot catch every oversight and cannot validate and verify every single address given, nor can we cover the costs incurred or compensate for resultant delivery delays (the courier charges us either way!!)
Please click here for full shipping details and pricing tables.
You the customer must contact us at The Protein Pick and Mix within 5 working days if your parcel has not been received within the allocated shipping time for your destination. If you do not and the parcel is returned to us you will be required to pay for a second shipping charge at full cost.
At the present time we offer payments processed by our exclusive provider, Paypal. Via Paypal, you can pay by Credit Card (Visa, Visa Electron, Mastercard, etc.) or directly through your Paypal account. You will be able to select your preferred payment method during the final stage of checkout where you will also be offered the opportunity to use any store credit you may have, deducted against your order total.
Our entire checkout and the processing provided by Paypal is fully secured and, protected within our own site by verified RapidSSL 256bit-SSL encryption.
We do not store credit card details nor do we share customer details with any 3rd parties.
Stock & Inventory
Whilst we have done our very best to ensure the accuracy of all product descriptions and nutritional facts used on this website, we must make it clear that they belong to the manufacturers unless explicitly indicated otherwise and The Protein Pick and Mix Ltd takes no responsibility for their accuracy.
Likewise, all opinion and product preference expressed is our own, does not constitute dietary advice or official recommendation, and is entirely subjective. For proper and correct nutritional advice and guidance, please consult a trained fitness professional or dietitian.
Regardless of our fun and colourful branding, products offered by The Protein Pick and Mix Ltd are intended for use and consumption by persons over the age of 18.
As many of the products available at The Protein Pick and Mix Ltd. are consumable and, in some cases, freshly baked, they are subject to conventional 'best-before' and 'sell-by' dates.
At The Protein Pick and Mix Ltd we endeavour to ensure that all products with a declared expiration date have at least 1 month's shelf-life at sale. However, as many of our products are sold by the single-unit - and, as such, purchases are more likely to be driven by impulse and consumed quickly - we reserve the right to supply products with as little as 2 full weeks (14 days) shelf-life remaining without prior indication on site.
More usually, we will create updated product listings within our 'clearance' area when a product is nearing its expiry which clearly identifies the relevant expiration date accompanied by a sale discount which increases as the deadline approaches. Any 'out of date' product may still be offered for sale, but the passed expiration date will be clearly marked on site.
Unfortunately, we are only human (even if protein fortified!) so, should we supply a product past its expiration date without prior indication/warning, we will of course offer you store credit, refund or replace at no cost to you!
Any non-defective, unopened products may be returned within 14 days of delivery with all original packing material and invoice/receipts for a refund minus the original delivery charge. The costs for shipping returned items to The Protein Pick and Mix will be covered by the customer.
Only if the return is as a result of our error (you received an incorrect or defective item, etc...) will The Protein Pick and Mix pay the return shipping costs. Further, in the event of our error or defective/faulty items, the customer has 30 days to receive a return and refund.
If you parcel is a reasonable size (less than 2kg), please feel free to use our Royal Mail Tracked Returns portal. This ensures a fully tracked, reliable return service. We are happy to customers to use an alternative return method/courier, but please retain tracking details/proof of postage to cover us in the event of courier issues/loss. We cannot accept responsibility for packages despatched to us using methods other than our own Tracked Returns portal.
We will gladly exchange our products, provided they are returned to our store/address within 14 days of invoice and are unopened and in the same condition which they left. The costs for shipping the returned items to The Protein Pick and Mix will be covered by the customer and the costs for the replacement to be sent out will also need to be covered by the customer.
Many of our products are subjectively appreciated consumables (food, drink) and we cannot offer refunds should a product not meet a customer's singular tastes.
If for any reason at all you simply change your mind and wish to have you order refunded you will be charged a £2 refund transaction fee plus the cost of shipping if we have already sent it out you. Any products returned for refund must be returned in the same condition in which they left (as our items are largely consumable, this means that they must not have been opened or part consumed).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund much more quickly.
Damaged/Inadequate Products or Deliveries
Several of the items we offer are fragile (eg. glass, cans) and, whilst we take every care to comprehensively protect the contents of all despatches, accidents do happen.
We regrettably cannot accept responsibility for any damages or bodily injuries that occur as a result of damage to delivered items/parcels at the hands of heavy-handed couriers/parcel networks.
Claims will be settled in 10 working days, either via replacement (where possible) or full refund.
Whether broken, damaged or allegedly deficient, in the unlikely event products arrive and are less than satisfactory, you have 30 days to submit a claim (firstname.lastname@example.org). All claims reported to us must be accompanied by photographic evidence/record of the issue. In most cases we will also require a return of the inadequate/damaged product(s) or package (which we will, of course, arrange at no cost to you); please, please, please DO NOT dispose of products without taking photographs as we do not get to see what you see without photographs and claims obviously cannot be processed or investigations conducted without this and we *really* hate to have to fall back on our Terms and Conditions!