Frequently Asked Questions
How do I shop by Category?
Shopping by 'Category' is easy if you know what kind of product you are looking for or want to browse multiple products at the same time. On clicking the category name from the 'Category' or 'Collections' list on the left of the website, you will be presented with all the products from that group. Some products may fit into two or more categories since the product has multiple uses. In such cases the same product will be listed under multiple categories.
How do I search for products?
The search facility in the top right corner of the website allows you to search all products either by its full name, or part of name. Just type the product name in the search bar, and all products containing the search name will be listed. Click on any of the products for further information, or add to cart.
What methods of payment are accepted?
We offer safe and secure payment by credit/debit card.
I did not receive a confirmation by e-mail, has my order been successful?
The confirmation email may have been directed to your Junk mail folder, please check there first. Alternatively, if you have an account on our website then you can log in and check under 'My Orders', this will show all successful orders made from your account. We also recommend that you check your bank statements to see if money has been debited. Otherwise, please feel free to email us at email@example.com and we will get back to you within 24 hours (Monday-Friday only, excluding UK Public Holidays).
Can I amend my order?
Once your payment has been processed, the order cannot be amended.
Can I pay by cheque?
We do not accept cheques.
How do I create an account?
To create an account, simply select 'Create An Account' from the navigation menu which is at the top of every page on the site. From there, just follow the steps. You can also register an account when you check out.
What are the advantages of having an account with Optimised Health Solutions?
When purchasing items from Optimised Health Solutions, you can do so without registering an account. If you do hold an account with us, you will be able to check out faster and with greater ease, and also earn points, review products, and view previous orders.
I have forgotten the password for my account, what do I do?
You can request a password reminder from us by going to 'Log In', and clicking on 'Forgot Your Password?' Follow the instructions provided.
How can I edit my account information?
Click on 'Log In' and log in. You can then edit your account information.
Can I view my past orders online?
You can view all previous orders once you log in to your account.
How do I change my shipping address?
If you hold an account with us you can edit or select a different shipping address during the checkout process. Alternatively you can log in to your account and amend shipping addresses there.
Can my billing address and delivery address be different?
Your billing and delivery address can be different, so you can choose to have your order delivered to work, or to friends and family.
Shipping & Returns
What are the shipping/postal charges?
All shipments within the UK are free if your order is over £50.00 including VAT, and are shipped using Royal Mail 1st Class Recorded Delivery. If your order is below £50.00, UK shipping is charged at a flat rate of £3.00. Shipments to other European Union countries are charged a flat fee of £5.00.
What about International shipping?
If you live in a country outside of the EU, you'll be charged a flat fee of £10 on your order, no matter how many items it is. Please note that if ordering from outside the EU, you may be charged customs fees or taxes. If you are unsure, please check with the customs agency in your country.
How long will delivery take?
All orders placed before 2pm Monday-Friday will be processed and shipped on the same day. Orders placed after 2pm will be processed and shipped the following working day. Delivery will take between 1-2 days for UK orders, 3-5 days for shipments to other European Union countries, and up to 10 days for countries outside the EU. If your order is placed before 2pm then it is very likely that you will receive your order on the next working day for UK orders, however this cannot be guaranteed and Optimised Health Solutions cannot accept responsibility for late delivery due to courier/postal service issues.
What happens if my order arrives damaged?
We aim to deliver all our products in perfect condition, but should orders arrive damaged please contact us at firstname.lastname@example.org and we will arrange for the return of the damaged product/s to us and ship a replacement to you. Please do not dispose of any damaged goods as we will need to have these returned to us before we can send out replacements. All damaged orders must be returned to us within 7 working days.
I have not received my order, what shall I do now?
If after 5 working days (UK shipments), 10 working days (European Union shipments), or 15 days for shipments outside the EU, you have still not received your order, please contact us at email@example.com and we will work to resolve the issue.
What do I do if I want to return my product?
We will accept returns if posted to us within 7 working days of receiving the order, providing that the product is unopened and undamaged. The product must be returned via an insured courier or you must obtain proof of postage. The customer is responsible for the cost of returning the product. Optimised Health Solutions will refund the cost of the returned product within 7 working days. Please contact us at firstname.lastname@example.org to let us know that you are returning a product. If your order is damaged or missing, please see previous FAQ's or the Returns Policy section in the Terms & Conditions.
My delivered order was incorrect
In the unlikely event that your order arrives and is incorrect, please contact us at email@example.com and we will work to resolve the issue.
In the unlikely event that technical issues arise, please contact us at firstname.lastname@example.org and we will work to resolve any issues you encounter.
Can I suggest a product for you to carry?
Of course! We would be very interested in hearing any suggestions you may have. Please email us at email@example.com.
I am taking medication prescribed to me, is it safe for me to also take a particular product from this website?
If you are on medication, always consult your GP/Physician before taking any supplements.
Are your products of a high quality?
All our products are of the highest quality and each product has been hand selected by our highly qualified and experienced experts here at Optimised Health Solutions.
Can I leave customer comments/feedback?
We would be delighted to hear any feedback you may have for us. For all non-product related comments, please email us at firstname.lastname@example.org.
Is my credit/debit card information secure?
The information you enter on our website is secure. We do NOT store any credit/debit card details, once they are entered in our website they are immediately passed securely to our payment gateway to perform an instant transaction.
I created an account, made a payment, or signed up for your newsletter or elimination diet. What information do you collect and how do you protect my personal details?
Information We Collect: General
When you register, and at other times (for instance when signing up to our newsletter), we may collect personally identifiable information from you that may include name, age, address, e-mail address, credit card number (this is not recorded or in any other way stored by us) and facts about your computers, profession, company and similar information. We also may collect other information, including information about your orders with us. We do not store or otherwise record any personal financial data used on this site.
Information We Collect: Web site Usage Information
We may automatically collect IP addresses and Web site use information from you when you visit our Web site. This information helps us, among other things, evaluate how our visitors and subscribers use and navigate our Web sites (on an aggregate basis), including the number and frequency of visitors and subscribers to each web page, and the length of their visits.
How We Disclose Information Collected
We will never disclose personal information about you to third parties for the purposes of advertising, direct marketing or for any reason relating to third parties contacting you regarding services for which you have not explicitly requested us to perform.
We may disclose information to third parties for business purposes. For example, we may disclose the information:
- For the purposes for which you provided the information including, for example, to enable us to process, validate and provide service, for instance processing payments with third parties such as Google Checkout, PayPal, or other payment processing companies selected by you as part of the payment process.
- To send you e-mail notifications or to otherwise contact you.
How can I contact you?
You can contact us at any time using the following details:
Phone: 0161 834 4706 (+44 161 834 4706) if dialling from outside the UK)
By post: Optimised Health Solutions, Lower Ground Floor, 64 Bridge Street, Manchester, M3 3BN, United Kingdom.