Shipping & Delivery Policy
We will endeavour to despatch goods as promptly as possible; we cannot currently guarantee same day, but all orders received before 3:00PM (Monday-Friday) will nearly always be shipped the same day. Orders received after 3:00PM 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/DHL Parcel (Tracked, 1-2 days - excl. weekends)
- DHL (Air) Express (Tracked, 2-5 days worldwide)
- 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!!)
Heads-up! Be careful with 'Leave Safe'!
Please remember, when requesting a 'leave safe' location via any of our couriers (DPD, DHL, Royal Mail) that you assume full responsibility for the goods and delivery; if a parcel goes missing following a delivery successfully made, recorded and evidenced per 'leave safe' instructions, whilst we will do our best to pursue it with the courier in question, we may well not be able to refund or replace.
If your safe place is in any way visible or accessible from busy walkways or roads nearby and/or you know the parcel will be attended for some time, please think twice before requesting parcels be left. And please, please double-check default 'leave safe' instructions set in DPD, DHL and courier apps as they're easy to forget about and yet couriers will still blindly follow these (somewhat frustratingly, often before actually checking if you're actually in!) and the same shifted liability and terms & conditions apply, voiding any claim with them.
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 several providers, primarily Paypal. and Stripe. Via Stripe, you can pay by Credit Card (Visa, Visa Electron, Mastercard, etc.) or, through Paypal via your Paypal account. We also offer Amazon Pay (processed via your Amazon account), Google Pay (processed via Stripe), Apple Pay (processed via Stripe) and several 'Pay Later' options, including Klarna Payments and Clearpay. 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 is fully secure and, protected within our own site by verified 256bit-SSL encryption, likewise via reputable, recognised PCI compliant gateways/providers as listed above.
We (The Protein Pick and Mix) do not personally store credit card details nor do we share customer details with any 3rd parties.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay in 3
- Pay Later
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.
Please note: Whilst Klarna works well with Returns please note that, unlike with clothing/apparel retailers, many items at The Protein Pick and Mix are perishable consumables; once opened these CANNOT be returned, whether paid with Klarna or otherwise.
Loyalty Program Terms & Conditions
At The Protein Pick and Mix, we always value your love and your loyalty and would love to establish lasting bonds ourselves and our much appreciated 'Mixers'! To this end, we have created and made available our 'Brownie Points' loyalty program and to take part you simply need to create a Protein Pick and Mix (proteinpickandmix.co.uk) customer account and opt-in to the programme via the sitelinks and pop-ups shown... look out for the 'Brownie Points' tab on the bottom left of your screen or the pop-up shown after a successful checkout.
Once opted-in every successful (and 'Shipped') order will be rewarded 8 points for every £1 spent (ex. taxes and shipping) and these points can be accrued and used to claim coupons, discounts and prizes.
Please note the important Terms & Conditions below:
- The Protein Pick and Mix reserves the right to modify or cancel coupons at any time.
- Coupons can only be redeemed once (1).
- Store Credit, as a reward, can only redeemed once (1) and only applied once (1) per website order/visit.
- If you redeem your coupon online for a purchase less than the full value of the coupon the balance of the coupon is not redeemable on another purchase
- If you return any of the items purchased with a loyalty coupon or discount in the form of store credit, the refund will be returned in kind (store credit for store credit, coupon for coupon, etc)
- Loyalty coupons/discounts cannot be applied after a checkout/purchase; if you forget to claim your loyalty reward you will have to use it on a subsequent visit.
- Loyalty points expire! You have 12 months to use any order's points; if a loyalty account holder does not use points earned in the 12 months following accrual then that order's balance will be reset.
- If no points are used and no orders placed over a 24 month (2 year) period, your account - and data - may be permanently deleted as part of our data security and privacy controls. Once this has happened, points cannot be recovered and a new account must be created with a fresh start on points accrual.
All our usual terms apply to Gift Certificates (also referred to as 'Gift Vouchers' and 'Gift Cards') and their purchase or redemption at www.proteinpickandmix.co.uk (referred to as 'website' below)
The use of gift vouchers fall under the following terms and conditions:
Gift Certificates ordered through our Website will be delivered automatically by electronic means to the email address you specify at the time of order. Our Gift Certificates include unique codes/coupons, redeemable on site.
Our Gift Certificates must be redeemed on our Website, as full or part payment of products. A Gift Certificate cannot be used to purchase a further Gift Certificate.
When ordering a Gift Certificate, please ensure you enter the recipient's email address correctly. We cannot be held responsible if the address is entered incorrectly and someone other than the intended recipient uses the Gift Certificate.
Site offers and promotions (including gifts with purchase and discounts) do not necessarily apply when purchasing gift vouchers (including coupon code discounts, although your recipient will be free to apply any coupon code and be eligible for any currently running promotions when they activate and use the Gift Certificate).
You can check the balance of the Gift Certificate by logging into your account (please note, this only applies if you register for an account) or, with it's unique code, here: https://www.proteinpickandmix.co.uk/giftcertificates.php?action=balance
- All Gift Certificates are dated and expire 12 months from the date of issue.
- Gift Certificates cannot be exchanged for cash.
- Gift Certificates may only be redeemed against products purchased in the same currency as the Gift Certificate.
- Where Products purchased online with a Gift Certificate are returned, monies owing will be refunded by a Gift Certificate.
We are not responsible if a Gift Certificate is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.
Any clarifications or further information required about our Gift Certificates/Vouchers? Please contact support!
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 (please bear this in mind especially for International orders...return costs are often prohibitively expensive).
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 your 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.
Regrettably, we cannot accept returns and exchanges on products sold as expired/expiring due to the time-sensitive nature of their consumption.
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 (email@example.com). 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!