Delivery, Returns & Refunds

COVID-19 Terms and Delivery Update

An update on how we are trading and our plans going forward due to COVID-19.

Updated November 2020

• We have now significantly reduced contact with the public now allowing click and collect for local customers from our large warehouse space.  This means less customers coming into our refill shop and allowing other means to still be able to shop locally.  Collections are picked and packed for customers and then left on a table at the entrance of the warehouse doors for customers to collect at the scheduled time for them.  The table is cleaned after each collection to reduce any contamination.  
• As an online business too, we are still operating and dispatching orders via our warehouse which is now operated by just one person at any one time.
• Our couriers whether Royal Mail or Parcel Force, will not have any contact with you when delivering parcels as standard. Most deliveries will be door step drops once you come to the door to accept. No signatures are required at this time as standard.

We will continue to replenish our shelves for both food and non-foods to ensure that you are fully stocked up during this time.

How your items are delivered

• All parcels will be sent without a required signature on receipt - if you would like a note adding to your delivery for the best place for the post man to leave this please add this to the comments box at the checkout
• We can send items to other addresses so if you are wanting to send a care package to anybody then we can add a note in there for you - again just leave a note in the comments box at the checkout

Where and how we work

• Our warehouse is located in Derbyshire and will be accessed only by 1 or rarely two members of staff at any one time. I am ensuring that I take all required measures to ensure that all things are kept clean at all times.  Most of the foods where required will be picked, measured and packed by myself.  In light of what is going on with COVID-19, I am being extremely careful to make sure that I am kept safe as are all of our customers.  I am classed as highly vulnerable so am being extra vigilant. Delivery drivers are doing door stop drops only for us when dropping off parcels and the same again when collecting parcels for delivery from us.  
  
  

Possible delays 

• Due to our smaller team in house now, there may be delays with shipments of orders especially as we are seeing unprecedented volumes of orders.  We are making sure that we do our best to get orders shipped out for you asap.
• International orders are still operating though there are delivery delays based on locations. We will continue to update you on this as we get more information over the next few weeks and months.
  
  

Returns 

Returns can be sent to our address at It's All About Eco, 31 Townhead Road, Sheffield, S17 3GD. Please ensure that you have emailed us at info@itsallaboutyou.co.uk first with details to make sure that we are aware. 

Delivery, Returns and Refunds Terms

Thank You for shopping at itsallaboutyou.co.uk, our delivery, returns and refunds policy is as follows.  We have various delivery options available to you.

Delivery

Delivery is charged as priced on each order.

Delivery Policy

During the checking out process, you will be asked to choose a delivery method. The choices and prices will be calculated and displayed against your complete order.

Standard Delivery 

Standard Delivery from £4.50 3 to 4 working day service on orders placed before 10 am

Next Working Day Delivery

Next Working Day Delivery £6.95 on a 24 Hour Service on orders placed before 10am.  (Please note that orders placed on Fridays after 10am will be delivered on Tuesdays and orders placed on Bank Holidays will be shipped the next working day to be delivered next day business day.)

Saturday Delivery

Saturday Delivery £16.95 for orders placed before 10am on Fridays.

Free Delivery

We occasionally offer a Free Delivery service on certain orders to the UK mainland only. Orders placed before 12 pm Monday to Friday will be shipped using our Standard Delivery service.

Bulk Orders

Bulk orders to mainland and non-mainland UK will incur extra delivery costs. We will advise you of the new delivery cost and check you are happy to proceed before dispatching the item.

Packaging

We advocate using non-plastic packaging where possible. However due to the sizes of some of the items that we sell and the need to add courier shipping information/labels as set out by our shipping the partners, we do occasionally need to use larger boxes or 100% recyclable packaging bags and wrap. 

Please note that we ensure that the packaging we use is as sustainable as possible. Our aim is to always make sure that your items get to you as they left our warehouse.  We continue to review and better how we ship as we aim to be a 100% plastic free business.  We thank you for your continued support and patience. 

International Delivery

Your delivery will be costed depending on the country you wish your product to be shipped to. We have a standard minimum delivery fee starting at £10.95 depending on your location but this will alter on an individual basis due to the country we will deliver too.

Orders placed on our site from outside of Europe and that is to be shipped outside of the UK will incur additional shipping fees from the UK to the designated address.  Customs fees may apply when shipped to certain locations and these fees must be paid by the person placing the order.  At times, mail forwarding companies may be a good option when buying a product to be shipped outside of the UK. Please get in touch with us directly for more information regarding this.

Any samples that need to be sent back to our laboratories must be done so via a local post office or courier if you are based outside of the UK.  Please contact us for further information about shipping to or from an international location should you want to.

How Will Products Be Delivered?

Your order will be delivered by either Royal Mail or a 3rd party courier service. We send out some deliveries tracked and these may require a signature so please make sure that someone is available at the delivery address to sign for your order. We cannot give you a guaranteed time slot but are happy to deliver to your workplace, family or friends.  We try to send SMS and or emails to notify you ahead of your delivery so please ensure that you provide the correct details at point of ordering.

If you are unavailable when our delivery partner tries to deliver your order, they will usually try to deliver again the next working day or they will drop a card in to offer you a collection from a local collection point. If you should refuse delivery of goods, or are not available to accept the delivery on both delivery attempts, you will be required to cover any extra costs incurred.

Damaged Packaging

If the packaging appears to be damaged please refuse the parcel, and contact us as soon as possible. We will then make arrangements for a replacement to be dispatched as soon as possible.

All quoted delivery prices are for most UK Mainland addresses. Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) will incur additional charges and may also experience delivery delays; morning, Saturday and “next working day” deliveries are optional and will also incur additional charges.

We will only deliver goods to the address on the order.

Product Availability

All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. If you are ordering goods that are out of stock we will dispatch them when they become available.

On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

Returns Policy

Please inspect all items immediately upon arrival. If they are damaged you may refuse delivery or declare it as damaged when signing then contact us on info@itsallaboutyou.co.uk to explain the situation and let us know whether you want a replacement or refund. Do not return without contacting first.

All Probiotics 

Due to the nature of the products, the following items VSL#3, Vivomixx and Symprove probiotics are non returnable. 

Taking blood samples

Once you have received a sample collection kit from us it is essential that a sufficient amount of blood is provided in order for the lab to screen your sample.  Should bloods be insufficient due to volume or any other means, then a refund can not be provided.  

Please note that we will not be able to provide a refund on an order where:

• The sample taking kit has been used, damaged or has missing parts including invoices and laboratory request forms.
• You have had a blood sample or other sample taken at a clinic, laboratory or other facility as arranged by www.itsallaboutyou.co.uk and or Foods You Can Limited.
• A sample has been delivered to the laboratory for analysis.
• The 14 day cancellation period has expired.

You have a right to cancel your order within 14 working days of receiving the goods, without reason providing that the items are unopened and have not been used. If you cancel your order within 7 days we will return your money within 14 days of cancellation.  Please note that refunds exclude the cost of shipping if there was a shipping charge at point of sale.

Unfortunately, we cannot refund or exchange used or customer damaged items (customer’s statutory rights not affected).

Returned items must be returned with their original packing. You have the right to inspect the goods and therefore remove them from their packaging, however we would ask you to take care opening the package so that the goods can be inspected re-packaged by ourselves where appropriate.

Please note that we are not responsible for return postage and the delivery charge on the original order is non-refundable.

For damaged goods (not including the retail display packaging), we will either refund you in full (cost of goods, postage costs and return postage) or replace the item and refund your return postage costs.

When returning goods please quote our reference number as shown on the delivery note. You may put a cover note in with your returned item, or return the item and send your query via e-mail to: info@itsallaboutyou.co.uk

We also suggest you use signed for post, as we cannot be responsible for goods that fail to reach us. If you want to use a courier we can collect if you wish for a charge of £8.50

Any unwanted items must be sent back at the customer’s expense in original packaging and condition. If you wish us to give you a quote for this please send us an e-mail, otherwise return the goods to:

It's All About Eco

31 Townhead Road

Sheffield

S17 3GD

Don't forget you can contact us at any time if you have any questions at all.