Delivery & Returns Policies.

We pride ourselves on offering excellent customer service. If you have any issues or questions which can’t be answered below, you can visit our Frequently Asked Questions page or contact us directly.

How will my parcel be sent to Mainland UK?

By Royal Mail, usually using a 48-hour tracked service. You will receive an email confirming despatch, which is usually same day for orders placed before 1pm Monday to Friday.

How will my parcel be sent to other parts of the UK?

Parcels will be sent to Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland via a Royal Mail 48 Hour Tracked service. You will receive an email confirming despatch, which is usually same day for orders placed before 1pm Monday to Friday.

How will my parcel be sent to Republic of Ireland?

Using Royal Mail’s International Priority service, which should arrive between 3-5 working days after you place your order.

How will my parcel be sent to Europe?

Using Royal Mail’s International Priority service, which should arrive between 3-5 working days. Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.

How will my parcel be sent to China?

We use Royal Mail’s International Priority service. This normally takes up to 14 days to arrive after placing your order. However, in such cases where delivery is impracticable as deemed so by ourselves, we reserve the right to cancel the order, and issue a full refund. Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.

How will my parcel be sent to the rest of the World?

We use Royal Mail’s International Priority service. This normally takes up to 14 days to arrive after placing your order. However, in such cases where delivery is impracticable as deemed so by ourselves, we reserve the right to cancel the order, and issue a full refund. Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.

How will I know when my order has been despatched?

When your order has been despatched you will receive an e-mail notification advising of of this. If your order has been sent using a tracked delivery service, you will also receive an email notifying you of your delivery tracking number.

Can I get same day delivery?

Unfortunately we don’t currently offer same day delivery in any territory.

Help! I haven't received my parcel, what should I do?

Contact us – we will do anything we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.

Should your parcel be returned to us undelivered for any reason, we will issue a refund minus the cost of postage. 

What if I need to return my goods?

We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail – see our Contact page.

Please return goods unused and in original packaging in perfect condition for resale within 30 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods. Please note that you are responsible for shipping costs when returning unwanted goods.

What if my goods are faulty?

If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge. Contact us and we will help arrange this for you.

Can I exchange my goods?

If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.

Can I cancel my order?

You have the right to cancel your order within 14 working days from the date you received your order. To cancel your order please contact us in writing within 7 days at info@workswithwater.com

If your order has not been despatched, we should be able to cancel it for you and issue a full refund. If your order has been despatched, we will need to return the goods before a refund can be issued.

Will my refund costs be returned?

If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs – up to 2nd class postage only).

We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

My payment card has changed or expired. How will I receive my refund?

We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs, or organise an alternative in conjunction with you.

How long do refunds take to process?

We action all refunds the same day we receive the goods back but it can take up to 3-5 working days for the refund to show on you card.

For deliveries to Europe and the rest of the world, if your item is unable to be delivered and is returned to us – we will issue a refund minus the cost of postage to Works With Water Nutraceuticals Limited. If not received, these items will not be deemed to be missing until two weeks have passed.

Is this store secure?

Yes. Our website is secured via 128bit SSL encryption and our payment gateway providers PayPal and Stripe are two of the most secure options available.

Your personal data is held on secure servers, and we have no access to your credit card or debit card credentials – these are handled by PayPal and Stripe separately from our systems. You can find information about these services at https://stripe.com/docs/security/stripe and https://www.paypal.com/re/webapps/mpp/paypal-safety-and-security

Which forms of payment can I use at this store?

We accept payment using either PayPal or Stripe payment gateways. This will enable you to pay using debit or credit cards from Visa or Mastercard as well as American Express. Additionally, should your device and browser support it, you will be able to pay using ApplePay, ChromePay and Google Wallet.

What if I need to change my shipping address?

Contact us as quickly as possible after placing your order. Provided your parcel has not been despatched, we should be able to update the delivery address for you.

Can I get same day delivery?

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Still have a question?

Visit our FAQ page or you can contact us for more information.

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