Question 1

Do all products have a certificate?

Accepted Answer

No. Certificates are published only where documentation exists for the corresponding batch. Where none has been published, the product page states this clearly.

Question 2

How do I verify a certificate?

Accepted Answer

Each published certificate carries a verification code. Enter the code in the Certificate Centre to view the record it belongs to.

Question 3

Where do you dispatch from?

Accepted Answer

Orders are prepared and dispatched from the United Kingdom. Dispatch timings are published on the Shipping page.

Question 4

Can I order without an account?

Accepted Answer

Yes. Guest checkout is available. Creating an account allows you to view order history, invoices and saved addresses.

Question 5

How do I request a return?

Accepted Answer

Submit a return request through the Returns page with your order number and reason. The support team will respond with next steps.

Question 6

How is my personal data handled?

Accepted Answer

Personal data is processed as described in the Privacy Policy. We do not sell customer data.

Question 7

Which payment methods are accepted?

Accepted Answer

Available payment methods are listed at checkout. A method is only shown once it has been enabled and approved for this merchant account.

Question 8

How do I place an order?

Accepted Answer

Add products to your basket from any product page, then complete the single-page checkout. You can order as a guest or sign in to keep a record of your orders.

Question 9

How do I place an order?

Accepted Answer

Add products to your basket and complete the single-page checkout. You can order as a guest or create an account to keep your order history and documentation links in one place.

Question 10

Do I need an account to order?

Accepted Answer

No. Guest checkout is available. Creating an account lets you track orders, save addresses and keep a wishlist.

Question 11

Can I change or cancel an order?

Accepted Answer

Contact us as soon as possible with your order number. If the order has not yet been dispatched we will amend or cancel it.

Question 12

Do I need an account to order?

Accepted Answer

No. Guest checkout is available. An account simply saves your addresses, order history and newsletter preferences.

Question 13

How long does delivery take?

Accepted Answer

Orders placed before the daily dispatch cut-off are normally sent the same working day. Delivery timescales and costs are shown at checkout and in our shipping policy.

Question 14

Do you ship outside the UK?

Accepted Answer

Available destinations are shown at checkout. Where international delivery is offered, the customer is responsible for local import requirements.

Question 15

Which payment methods do you accept?

Accepted Answer

Accepted payment methods are shown at checkout before you confirm your order. No payment details are stored on this website.

Question 16

What is your returns policy?

Accepted Answer

Unopened products in their original condition can be returned in line with our returns policy. Contact us with your order number to start a return.

Question 17

What should I do if an item arrives damaged?

Accepted Answer

Contact us within 48 hours with your order number and photographs. We will arrange a replacement or refund.

Question 18

When will my order be dispatched?

Accepted Answer

Orders are prepared in the order received. Dispatch timings and carrier options are shown at checkout and confirmed by email.

Question 19

Where can I find certificates for a product?

Accepted Answer

Every product has a permanent certificate page in the Certificate Centre listing the documentation we have received for that product and its batches.

Question 20

Do you produce your own lab results?

Accepted Answer

No. We never create certificates or laboratory results. We publish only the documentation supplied to us, exactly as received.

FAQ Centre

Certificates

Delivery

Orders

Returns

General

Ordering

Accounts

Payments

Shipping

Batch Verification

Product Documentation

Quality

Contact

Product Information

Support

FAQ Centre

Certificates

Do all products have a certificate?

How do I verify a certificate?

Where can I find certificates for a product?

Do you produce your own lab results?

Where do I find the certificate for my batch?

Why does a product say awaiting documentation?

Delivery

Where do you dispatch from?

How long does delivery take?

Do you ship outside the UK?

Orders

Can I order without an account?

Which payment methods are accepted?

Returns

How do I request a return?

What is your returns policy?

What should I do if an item arrives damaged?

What is your returns policy?

General

How is my personal data handled?

Ordering

How do I place an order?

How do I place an order?

Do I need an account to order?

Can I change or cancel an order?

Accounts

Do I need an account to order?

How do I reset my password?

Where can I see my past orders?

Payments

Which payment methods do you accept?

Which payment methods do you accept?

When am I charged?

Shipping

When will my order be dispatched?

Do you ship outside the UK?

Batch Verification

How do I verify a batch number?

Do QR codes stop working if documentation is updated?

Product Documentation

What documentation is available for each product?

Can I download documentation?

Quality

Do you create your own laboratory results?

Contact

How do I contact support?

Product Information

How should I store my order on arrival?

Support

How do I contact support?