FAQ
Ordering From Us
Can I phone you if I have any questions, or to place an order?
Yes, of course, just give us a call on 0800 098 8888 (free to call from landlines and mobiles).
Our team is available from 9am to 7pm Monday to Friday and 9am to 6pm on Saturdays, and would be happy to help you and take your order. If you are local to us, you are of course more than welcome to pop in and say hello!
Do I have to create an account with RightNutri to place an order?
No, not at all. We do not believe you should be forced into creating an account just to place an order. You can place orders using just your email address and delivery details.
Once you have placed your order with us, we will give you the choice of setting a password with your email address to make shopping with us quicker in the future. This will allow you to:
• Save time with Express Checkout on future orders
• Track Your Order
• Save money with RightNutri exclusive offers and our Discount Members Club
Which payment types do you accept?
We accept payments via PayPal, Visa, MasterCard, and American Express. Additionally, in-store, we also accept cash and Apple Pay.
What should I do if I need to amend the details of my order after I have placed it?
If you need to amend any of the details of your order, after you have placed it, please contact us immediately. We will try our best to fulfil your request. If the order has not left our warehouse by the time we receive your message, we should be able to make the amendment for you.
What is your price-match promise about?
We are proud to source our stock from the UK’s leading health and nutrition brands and to provide the best possible quality and value for our customers, both in-store and online. We aim to never be undersold, hence we have our Price Match Promise. You can click here for the full terms and exclusions. Essentially we will match the price of our products if you find them elsewhere in the UK for less.
What is your Money Back Guarantee / Returns Policy?
We want you to be completely satisfied with every single product you purchase from us. If you are unhappy with a product you have received from us for any reason, just return it to us unopened within 90 days and we will give you your money back (or in exchange for another product). No fuss and no hassle. You can click here for the full details of our Money back Guarantee and Returns Policy.
Delivery
Do you charge for delivery?
We do not charge for UK deliveries, big or small!
If you want to receive your order outside the UK, we may ask you for a payment to cover the additional postage costs - nothing more.
When will I receive my order?
All orders are sent 1st or 2nd Class, so expect to receive them within 1-3 working days.
What should I do if my order does not reach me?
If you have not received your order within 7 working days, please contact your local Royal Mail delivery office – they may be holding it for you and have forgotten to leave you a 'while you were out' card. They can arrange re-delivery with you directly. If they are not holding your order, please contact us and we will try to trace your delivery or send a replacement as quickly as possible.
Who will deliver my order?
Most orders are delivered by Royal Mail but we do use trusted couriers such as DHL or Hermes for larger and higher value orders.
Will I need to sign for my delivery?
No, Royal Mail and our couriers will not normally require this.
What if I am not at home?
If appropriate, the postman / courier will leave it with a neighbour. Alternatively, they will leave you a “while you were out” card with details on how you can arrange re-delivery from them.
Can I pick up my order from you?
Of course, feel free to pick up your order from us. When going through checkout, type ”Fairlee Pharmacy” as the delivery address and proceed to complete the transaction. We will give you a call to agree the best time for you to pick up your order from us. Alternatively, if you would prefer to pay in-store, give us a call on 0800 098 8888, and we can keep your order ready for you to collect.
What should I do if my order arrives faulty or damaged?
We are very meticulous with our products and our packing to make sure your order reaches you in perfect condition. However, in the unlikely event that you receive your order damaged or faulty, contact us within a reasonable time frame to let us know. We will send you instructions on how to return the product to us (free of charge) and either send you a replacement or give you a full refund. We will look to get this all sorted for you quickly - and minimal fuss.
Secure Shopping
What security is used at RightNutri to keep me and my details safe?
Your safety and security are our top priorities. We're proud to have put a lot of investment into making sure that you and your personal information are safe at all times.
We guarantee that shopping at RightNutri.com is 100% safe.
We have deployed the very latest 128-bit SSL encryption, and you will notice the padlock symbol at the top of your screen on EVERY page on the Rightnutri site. This is a guarantee that browsing and shopping with us is completely safe.
All payments and card processing on the RightNutri site is undertaken by PayPal and Stripe. These market-leading payment platforms are world-renowned for investing millions of pounds into achieving the industry’s most rigorous safety standard.
For even more peace of mind, we have also employed fraud detection tools from Riskified (another market leader in its field, in case you had not heard of it!).
Your card details are therefore completely safe when shopping with us, and we are unable to see or store them in any way.
What is your Privacy Policy, how do you use my details, and do you pass them on to any third parties?
Our privacy policy is laid out in full at www.rightnutri.co.uk/privacy-policy
In short:
- We are registered with the Information Commissioners Office (ICO)
- We use the details you give us about yourself to provide you with excellent products and services together with great shopping functionality
- We also use details anonymously to understand how visitors interact with the Website so that we can continue to develop and improve RightNutri
- Information is collected using your input on the website and cookies (small text files) downloaded to your computer
- If you wish, cookies can be turned off in your browser, and you can ask us to access and delete information that we hold about you
- Everything is stored on very secure servers, and only administrators will ever be able to access it under strict procedures
- If you sign up to our newsletter, we may use your email address to send you information about products or services. You can opt out of these whenever you want
- WE WILL NEVER SELL YOUR PERSONAL INFORMATION TO THIRD PARTIES
We hope that answers your questions about our stringent privacy and data protection policies. If you have any further questions, please do not hesitate to contact us.
Using my RightNutri Account
How do I change my email address with RightNutri?
You need to be logged in, so if you have not done so then click “Account” or the little head icon at the very top of the page and then click "Login". Enter your email address and password to login. Once logged in, access your account, by clicking “Account” or the little head icon at the very top of the page and then click “Your Account” on the little dropdown menu.
You will then be presented with your Account Details, where you can amend your email address and hit “save”.
How do I change my RightNutri password?
You need to be logged in, so if you have not done so then click “Account” or the little head icon at the very top of the page and then click "Login". Enter your email address and password to login. Once logged in, access your account, by clicking “Account” or the little head icon at the very top of the page and then click “Your Account” on the little dropdown menu.
Then, by clicking the “Change Password” link, you enter your existing password and can specify a new RightNutri password and hit the “Change Password” button when you are done.
How do I update or remove addresses to my RightNutri address book?
You need to be logged in, so if you have not done so then click “Account” or the little head icon at the very top of the page and then click "Login". Enter your email address and password to login. Once logged in, access your account, by clicking “Account” or the little head icon at the very top of the page and then click “Your Account” on the little dropdown menu.
Then, by clicking the “Account Addresses” link, you can see the existing addresses on your account and use the edit or delete buttons to amend or remove them.
Please note that doing this after you have placed an order will not change the delivery address of that order. To change any of the details of an order, after you have placed it, please contact us immediately and we will try our best to help.
How do I subscribe and unsubscribe to the RightNutri Email Newsletters?
When you first set your password to create an account, you can choose whether or not to choose to receive our email newsletters. Alternatively to subscribe, you can go to the bottom of any page on the site, where you (under the title “Newsletter”), you can enter your email address and hit the “Sign Up” button.
To unsubscribe, you can press the unsubscribe link on any of our newsletters or alternatively email us at help@rightnutri.co.uk with the title “Newsletter Unsubscribe”.