Frequently Asked Questions At Metabolics
This page contains answers to frequently asked, customer service questions. For our full terms and conditions, please click here.
Royal Mail Services for International Orders
Due to a recent security incident at Royal Mail there are delays with international orders. To avoid disappointment we recommend customers choose DHL at checkout. We apologise for any inconvenience caused. Please visit the Royal Mail website for further information.
UPDATE: 6th January
Following the announcement of a third national lockdown in place in England, we can confirm that, as an essential business, we remain open and dispatching orders. Please see below for further information on how the lockdown may affect your order.
Safety of staff and customers
We continue to monitor the coronavirus outbreak and want to reassure all of our customers that we are still open and operating as normal; and will continue to do so for as long as we possibly can.
We are fortunate to manufacture on site and are currently coping with production levels in response to increased demand. As a company, we continue to maintain our very high standards as we produce Metabolics products under strict guidelines of GMP & HACCP certification in our state-of-the-art cleanroom facility. Should you wish to find out more about our manufacturing standards, you can read more here.
- Phone lines
We also have as many staff members as we can working to take phone orders and pack deliveries to be sent out to you, whilst taking every precaution to keep our team safe and well. As a result, the phone lines are incredibly busy, so it may take longer than usual to get through to us; if you are struggling to reach us, you can email us at email@example.com and we will do our best to respond within 24 hours.
- How to order
You can still order online, or by phone by calling: +44 (0) 1380 812799. However, we ask that you place your order online via our website where possible, rather than over the phone as this better enables us to continue to work safely and prioritise calls from the vulnerable and elderly who may not be able to order online.
At this difficult time, we urge you to be patient with us; we are experiencing an exceptionally high volume of orders. We are still dispatching the majority of orders either the same or next working day after an order is placed, however, we are aware that couriers are under a huge amount of pressure, so your order may be slightly delayed and not match the speed we normally pride ourselves on. You will receive an email confirmation once your order has shipped.
- UK orders
While Royal Mail 1st Class post is estimated at 1-3 working days and 2nd Class is 2-4 working days, COVID-19 is affecting delivery times in a lot of areas. Royal Mail states that an order can take up to 10 working days to be delivered in the UK and, as a result, we ask that you do not contact us for a delivery estimate unless it has been over 10 working days since the delivery estimate has passed, this will free up call and email handlers to take calls and queries from customers needing to place orders for themselves and their families.
For more information on how Royal Mail is adapting in light of COVID-19, please see royalmail.com/coronavirus for the latest updates.
Royal Mail has announced a temporary change to postal arrangements on Saturdays, which could lead to further delays to Royal Mail deliveries, you can read more here.
- International orders
Some international deliveries are experiencing delays as a result of the implications of COVID-19, which are out of our control including quarantine restrictions and additional border controls in some countries. If your order is not with you within 20 working days, please contact us at firstname.lastname@example.org and we will do everything we can to resolve this. Royal Mail Airmail does not offer any tracking information to us as a company or to customers, unfortunately, if you would like a tracked service, DHL is available as an option at checkout.
Update August 2021
Since the 1st January 2021, the UK has no longer been a part of the European Union. As a result, we have been working hard to analyse each order on a case-by-case basis according to its items, destination, value and courier to ensure that shipments to the European Union continue to get through as smoothly as possible. This process has not been without challenges, often requiring additional information from customs, delays on entry and changes to the shipping documents supplied with each order.
During recent months, we have been doing our best to find the optimum solution to minimise any charges you could receive from your customs authority and reduce delays.
The Import One-Stop Shop (IOSS) is the electronic portal businesses were introduced to on the 1 July 2021 to help businesses comply with their VAT e-commerce obligations on distance sales of imported goods.
According to the VAT rules applicable up until 1 July 2021, no import VAT has to be paid for commercial goods of a value up to EUR 22.
The new VAT e-commerce rules abolish this provision as of 1 July 2021. Thus, from 1 July 2021, all commercial goods imported into the EU from a third country or third territory is subject to VAT irrespective of their value.
By successfully registering for the new IOSS scheme, we are hopeful that this will improve your customer experience when importing to the EU.
January 1st 2021 To July 2021 -
VAT rules applicable up until 1 July 2021, no import VAT has to be paid for commercial goods of a value up to EUR 22.
The New IOSS System Explained -
Orders Under €150 (low value goods)- VAT paid at the point of purchase and filed by Metabolics reducing customs queries at the border.
Orders Over €150- VAT & Duties paid at the point of destination.
How Much Is Postage?
Royal Mail Tracked 48 - £3.60 (free for online orders over £50)
Royal Mail Tracked 24 - £4.65
DHL UK Next Working Day- £7.60 (free for orders over £200)
Air Mail- Weight Dependant (See Estimate In Your Basket)
DHL Worldwide (See Estimate In Your Basket)
If you place an order outside the UK we will deliver your order via either Air Mail or a courier. Costs for postage to countries within or outside the EU will be calculated at the checkout process.
All orders placed before 3pm are dispatched on the same day (on working days, subject to availability of stock) and are sent out with your chosen courier method. Orders placed on a non-working day are processed and sent out the next working day.
Free economy shipping is applied to any orders posted to a UK address. Free postage is only available on web orders.
Shopping At Metabolics.com
We are open from 8:30am to 5:30pm, (GMT) Monday to Friday. Orders can be placed any time via our website. If your order is placed outside of working hours it will be processed the very next day.
Searching For A Product On Metabolics.com
Finding the product you are looking for is easy by using the search box located at the top, centre, of each page on the Metabolics.com.
I've Seen A Product on Metabolics.com But It's No Longer Available. How Can I Find It?
Try using the search box at the top of the page to find the product first. If the product is no longer available it could be that the product has been discontinued due to EU legislation or we simply may have stopped manufacturing it.
Call the Metabolics Sales Team on 01380812799 for further information.
Do I Need To Register With Metabolics.com In Order To Place An Order Online?
Yes, In order for our team to process your order you will need to create an account. Once you have created an account you will be able to place new orders quickly and easily as well as access your online order history.
If you wish to place an order over the phone please call 01380 812799 to speak to one of our sales team directly who will be more than happy to process your order.
How Can I register With Metabolics.com?
To register with Metabolics.com simply click here to sign up.
How Do I Login & Sign Out Of My Metabolics.com Account?
If you wish to log in to your account select the 'Sign in / Register' option at the top right hand corner of the Metabolics.com homepage and enter your username and password.
To sign out of your Metabolics account, please select the 'My Account' option found at the top of the Metabolics homepage, and then select 'Logout' from the left hand side menu at the bottom.
You can request a password reminder or a password reset on the 'Sign in /Register' page. Once you are there simply click on the “Forgot Your Password?” option.
I Have Missing or Damaged Order Items.
In the unlikely event of your order being damaged, or ordered items are missing, please contact our sales team immediately on 01380 812799, where one of our sales team will resolve this for you.
I Need To Return An Item.
We accept returns on any unopened goods that are returned within 28 days of ordering. If you need to return an item please reseal the parcel your order arrived in and circle the address on the stamp found, and return to us. Before doing so, please ensure you have contacted the sales team and obtained a returns number. Without one we will be unable to process your return.
5 Eastcott Common
If you have any specific questions regarding a return please call 01380812799 and one of our sales team will be delighted to help you.
How Long Does A Return Take?
We will process your returned item (s) as soon as possible upon receipt (Within 48 hours).
However, please allow 7 working days for your card to be refunded as some banks or credit card companies can take longer than others.