FREQUENTLY ASKED QUESTIONS

 

How long is the whole process of ordering?

The whole process of ordering, to receiving your products, can be as quick as 2 business days, depending on what time you place your order, and usually not longer than 3 business days!

If you haven’t received your order within the 3 business days, please contact us to request your tracking number.

What if I do not receive an order confirmation after submitting my order?

After placing an order, you should get a detailed order confirmation email.  Some e-mail clients may route our mail into
your Junk / Spam folder.

If you do not receive the order confirmation email after a few minutes from placing the order, please first check your email junk / spam folder. If you still don’t see your order confirmation please contact us.

When can I expect my delivery?

Delivery in the UK is next business day by 1pm to most UK post codes (via Royal Mail Special Delivery) from when we have mailed your package out.

Are the products genuine?

Yes, of course!  Our products are direct from Rohm Labs, and therefore no ‘middlemen’ between us and you!

We rely on repeat orders and your satisfaction is our priority.

Do I get any discount?

Orders over £150 will be entitled to FREE shipping and FREE needles & syringes (limited to 10 of each).

For larger orders over £500 please contact us for any available discounts.

Can I change my order after it has been placed?

You may change your order at any time, up until you send your payment.

Changes are not accepted once payment is received, due to your requested products being held to complete your order.

Please check everything is correct before submitting your order to avoid any mistakes.

If we find that you have forgotten some details we will contact you.

Should you find that you have forgotten something please contact us immediately.

Can I cancel my order?

Yes, you may cancel your order at any time, up until we have packed your items.  

If you wish to cancel your order after we have packed your products, we will deduct a 15% handling fee from your refund.

Is there a minimum order amount?

Yes, our minimum order amount is £70 GBP (not including the packing & shipping fee).

The minimum order amount is there to prevent too many small orders from slowing down our order processing times.

What is the cost of P+P / shipping?

We have only one method of shipping, inc. protective packaging Shipping & packing costs £10.

This is a fixed cost no matter how large or how small!!

We offer FREE shipping on orders over £150 GBP 

Is it legal to purchase these products?

FFS Get real!!
You must take care when ordering these products, and select a supplier that will send your goods very discreetly.
That’s what we do best and no one can tell what is inside any of our packages!

Do you ship to P.O. Boxes?

No, we only ship to UK residential addresses.

Do you ship to A.P.O. Boxes

No, sorry, we would love to help but we do not ship to A.P.O. Boxes.

Which countries do you ship to?

We ship to the UK (Domestic service) only.

Is my order sent with tracking?

Our main shipping method is via UK Royal Mail Special delivery NEXT DAY by 1pm, which is trackable. Tracking numbers will be available upon request only

What if some of my goods are broken?

To date we have not had any customers report any breakages as we package all your products with extreme care and protection.

Do you offer any refunds?

Obviously we are not a ‘normal’ type of business and once payment is taken we cannot offer any refunds, as we cannot accept returns, so once you have sent your payment the order is final.   

We are absolutely sure that you will enjoy using our products, and that you will become another one of our regular satisfied customers!!

How can I contact you?

You are more than welcome to contact us by using the CONTACT US details given on our site or through our e-mail.

Our customer support works on regular daily basis from Monday to Friday 9-6 GMT (except weekends and holidays) and we will answer your email usually within 24 hours.

If you have any additional questions please CONTACT US