Delivery


Please allow a little longer than usual for Royal Mail deliveries... 

While we are despatching orders as usual, please expect some delays due to strikes, if you are choosing a Royal Mail delivery service. Royal Mail has well-developed contingency plans, but they cannot fully replace the daily efforts of its frontline workforce. 

You may choose to use UK courier next business day service at extra cost (see delivery costs below), if your order is urgent and this service is available for your area.

If you have any questions or think you should have received your order by now, please do not hesitate to contact us. We'll do our best to help. 

UK Deliveries

Destination/service

Orders between value of:

 

£0.00 - £19.99

£20.00 - £49.99

£50.00 - £74.99

£75.00 and over

UK & Channel Islands Royal Mail 2nd class

Estimated delivery: 3 - 4 working days

£2.99

FREE

-

-

UK & Channel Islands Royal Mail 1st class
Estimated delivery: 1 - 2 working days

£3.99

£2.99

FREE

FREE

UK Courier Tracked Delivery Service

Estimated delivery: 1-2 working days, provided the order is placed before 12 pm Monday-Friday (except public holidays)

£7.50

£7.50

£7.50

FREE

USA Deliveries

Destination/service

Orders between value of:

 

$0.00 - $79.99

$80.00 and over

USPS 1st class

Estimated delivery: 1 - 4 working days

FREE

-

USPS 2-Day Priority Mail

Estimated delivery: 1 - 3 working days

$8.00

FREE

Alaska, Hawaii, Outlying Islands

Estimated delivery: 5 - 10 working days

$15.00

$15.00

Please note that order values and charges above are approximate, as set in GBP. They will vary slightly with exchange rate fluctuations.

EU Deliveries

Destination/service


Zone 1 (Austria, Germany, France and Spain) – DHL, Colissimo or DPD Tracked Service

Estimated delivery: 3 - 10 working days

£7.50

Zone 2 (Belgium, Czech Republic, Hungary, Italy, Luxembourg, Netherlands) – DHL or DPD Tracked Service

Estimated delivery: 3 - 10 working days

£10.00

Zone 3 (Denmark, Finland, Ireland, Poland, Portugal, Slovakia, Slovenia, Sweden) – DHL or DPD Tracked Service

Estimated delivery: 3 - 10 working days

£15.00

Zone 4 (Bulgaria, Croatia, Cyprus, Estonia, Greece, Latvia, Lithuania, Malta, Romania) – DHL or DPD Tracked Service

Estimated delivery: 10 - 15 working days

£20.00

International Deliveries

Destination/service

0.1 kg – 1.8 kg

1.9 kg-3.8 kg

3.9 kg- 5.7 kg

5.8 kg or more

Hong Kong – Royal Mail Tracked and Signed International

Estimated delivery: 10 - 17 working days

£25.00

£44.00

£60.00

£80.00

Canada – USPS 1st class International Tracked Service

Estimated delivery: 10 - 17 working days

£20.00

£40.00

£55.00

£70.00

Rest of the World – Royal Mail Tracked and Signed International

Estimated delivery: 10 - 17 working days

£20.00

£40.00

£55.00

£70.00

Importation of food supplements - regulations & customs charges

Please note that for all destinations outside the UK, USA and Europe, it is your own responsibility to check domestic regulations regarding importation of food supplements. If, for any reason, you are unable to import our food supplements due to local market regulations, any fees charged to us for returning the goods will be deducted from your refund once the goods are received back at our warehouse. Any applicable customs charges are payable by you; Igennus does not accept responsibility for any charges imposed on your delivery upon import. 


Not at home & undeliverable parcels

If delivery is attempted and you are not available to receive it, a card may be left asking you to collect the parcel from your local Royal Mail sorting office or DPD pick-up shop. You may also be able to provide an alternative address, if you are unable to receive it at the original address. Should all attempts to deliver fail and/or the parcel not be collected, then it should eventually be returned to us.

When packages are returned to us as undeliverable because they have been refused, unclaimed or the delivery address was either incorrect or incomplete, we can arrange for your order to be re-sent to you, but will, in this case, have to charge the normal applicable postage fee. If you no longer require the package, the value of the items will be refunded, less any shipping costs incurred for the carrier to return the package to us. No shipping charges will be refunded.

Lost, damaged shipments & returns

Lost shipment

We will arrange a replacement or refund for lost or damaged parcels. A parcel may be considered lost if it has not arrived within the following time periods:

  • UK - 10 working days 
  • USA - 10 working days
  • Europe - 15 working days
  • Rest of World - 25 working days

Please note that in order to claim a refund or full replacement, you must report this missing parcel within 20 calendar days in the UK and USA, and 60 calendar days for Europe and Rest of World. As soon as you suspect a parcel is lost please report it to us by email

Damaged or faulty product

If you have received a faulty or damaged product, please contact us within 14 days of the date you received the item. We will offer you a full refund for this, and may arrange for a return of the product and/or ask you for some more information, if we feel that this needs to be further investigated.

Changed your mind & returns

If you changed your mind about your order, you can withdraw from the purchase of an item within 14 working days of the delivery to you, provided the product is still completely sealed and in sellable condition. In this case, please wrap the item securely in its original packaging with the original despatch note included and contact us to let us know that you wish to return the product. We will advise you about the next steps.