35% OFF FULL PRICE PRODUCTS - UPDATED AT CHECKOUT

Help and FAQs

General

Do you have a shop?

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No.  Our products and expert help are only available on our website at the moment.

How do I get a VAT receipt?

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Please contact our Customer Services team (cshelp@gonutrition.com or 0161 413 3553) with the Order ID, and an invoice can be scanned and emailed back to you.

Do your products have a Use-by or Best-before date?

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Yes.  Any products that have a Use-by or Best-before date will be clearly shown on the packaging.

Can I get VAT deducted at the Checkout?

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No, this is not possible.

Order Queries

How do I place an order?

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Select the product(s) from the different categories, and add them to your online basket. Select the checkout option and enter your personal details, payment and delivery details.

If you're having problems, please call us on 0161 413 3553 and we can place the order over the telephone for you.

Can the delivery address be different than the billing address?

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Yes, you can set up a number of delivery addresses within your online account and they do not have to match your billing address. Please note that we may need to do some additional security checks.

Can I send an order to more than one delivery address?

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If you would like to have orders sent to separate UK addresses, please complete a separate order for each address.

Will you make substitutions if any products are out of stock?

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No, we will never automatically substitute products that are out of stock. There may be occasions when we contact you and offer a potential substitution, but nothing will be done without your prior approval.

Can I save items in my basket and return to them later?

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Your chosen products will remain in your basket for some time.  You may return to them later, however the products are not reserved until the checkout process therefore we cannot guarantee that they will still be available to purchase.

Why is free delivery not showing as a delivery option?

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We only offer a free mainland UK standard delivery service on orders over £50.00, so please ensure that your order is over this amount and your delivery address is mainland UK.

Can I order over the telephone?

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We recommend that you place your order online, as it’s really quick and easy.  Our site is secure as your payment details are encrypted for your security and peace of mind.

If you are having difficulty doing this, please contact our Customer Services team via the Contact Us page or telephone us on 0161 413 3553 and we can discuss the options available to you.

How will I know that my order was successful?

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Once the order has been processed, a confirmation email will be sent to you (normally within 15 minutes) with the Order ID and details of the order. If you have not shopped with us before, please remember to check your junk/ spam email folder for this.

Can I change my order?

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It is not possible to change or amend your order after it has been submitted, so please ensure everything is correct before completing it on the website.

If you'd like to add items, please place a new order. For unwanted items, please follow our returns procedure once you've received your order.

We offer a 30 day hassle free exchange guarantee and 14 day returns policy to give you total peace of mind.

I've used the wrong card, can I change this?

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We’re sorry, but once your order has been placed we’re unable to change your payment method.

Can I change my shipping address?

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We may be able to change the shipping address within the first 30 minutes of you placing your order, although we can't guarantee this.  Please contact us straight away if you require us to do so.  Please either telephone us on 0161 413 3553.

Can I change the delivery service?

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We’re very sorry but we are unable to make changes to your order once you have successfully placed it.

Can I give you extra shipping details?

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Once the order has been despatched we may be able to provide additional information to the courier, but this is not guaranteed.  

Please contact our Customer Services team via the Contact Us page or telephone us on 0161 413 3553 with your order details and we will investigate and resolve this for you.

Can I cancel my order?

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We’re sorry but due to the speed that we process our orders, once an order has been confirmed we may only be able to cancel it within the first 30 minutes, but we can’t guarantee this. Please contact us straight away on 0161 413 3553 (we're here Monday-Friday 9:00-5:00pm).

If it is after 30 minutes, or we have not been able to cancel the order, please refer to our Returns process on how you can return your order for an exchange, to receive GN points or a full refund.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receiving your order. This includes any delivery charge. If a refund has been requested, your credit or debit card will be credited within 5 working days of us processing the returned item. Please see our Returns Policy for more information. 

There is an item missing from my order?

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Please check to see if we have sent you an email to advise that this item was out of stock.  Please note that sometimes your email service provider may put these into the Spam/Junk folder.

If not, please contact us via the Contact Us page or telephone us on 0161 413 3553 and we can discuss the options available to you.

My order hasn't arrived in the agreed time slot?

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For all delivery services you can track your order with the courier using the link on the email we have sent you to confirm despatch, or via the ‘My Account’ section of the website.  If you have any more queries please contact us via the Contact Us page or telephone us on 0161 413 3553.

My delivery has arrived damaged

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We’re sorry that your order hasn’t arrived in excellent condition.

You are able to refuse delivery of your parcel and have this returned to us.

Please contact our Customer Services team immediately via the Contact Us page, or telephone us on 0161 413 3553 and we can discuss the options available to you.

Can I have a refund of my delivery charge?

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Unless you pay for Express or Express Premium delivery we cannot guarantee a specific delivery date.
For all orders placed under the Express, Express Premium or Standard delivery services, we will refund the cost paid for delivery if there has not been a successful delivery or attempted delivery within the stated timescales.

Please contact our Customer Services team via the Contact Us page or telephone us on 0161 413 3553 with your order details and we will investigate and resolve this for you.

Why has my order been cancelled?

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If you receive an email stating that your order has been cancelled and wish to discuss further, please contact our Customer Services team with your Order ID via the Contact Us page or telephone us on 0161 413 3553.

This is normally where the payment has not been processed correctly from your bank/ paypal account or due to no stock being available.

I've been charged a different price to the one advertised on the website?

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Please contact our Customer Services team with your Order ID via the Contact Us page or telephone us on 0161 413 3553 and we will investigate on your behalf and resolve the situation.

My voucher code won't work on the site?

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Please contact our Customer Services team with your Order ID via the Contact Us page or telephone us on 0161 413 3553.

Please have details of the code you are trying to use, and where you obtained this code from.  We will then be able to resolve your query.

Where do I enter in my voucher code?

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Click the basket widget at the top of the page, then click "view basket". Scroll down the page and look for a link which says "Got a voucher or referral code? Click here".

Click the link and a text field will appear. Enter your code and click the Apply button and the code will be added to your basket. 

What are the Distance Selling Regulations?

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Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receiving your order. This includes any delivery charge.

If a refund has been requested, your credit or debit card will be credited within 5 working days of us processing the returned item. Please see our Returns Policy for more information. 

How can I cancel my order under the Distance Selling Regulations?

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Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one if writing within 7 working days of receiving your order. This includes any delivery charge.

Please email us on cshelp@gonutrition.com to confirm your cancellation.

If a refund has been requested, your credit or debit card will be credited within 5 working days of us processing the returned item. Please see our Returns Policy for more information. 

Delivery and Tracking

Delivery costs and timescales

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For full information on our delivery costs and timescales please see our delivery information page.

Can I have free delivery?

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We do have free delivery available. Please see our delivery page for further details.

Can I choose my delivery day?

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No, we don’t offer a nominated day delivery service at present.

For all orders on the Express or Express Premium services, you are aware of the expected delivery day as being the next working day for deliveries to mainland UK addresses, excluding Highlands and Islands. 

Where do you deliver to?

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We deliver to all Postal locations in the UK, with the exception of PO Boxes and BFPO addresses.

Please follow the link below for a full breakdown of our delivery services:
http://gonutrition.com/delivery

Will a calling card be left if I am out?

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The carrier will leave you a card and/or send you a text and email which will explain what to do next. Please contact them direct to arrange a re-delivery at your convenience or a collection from the carrier depot.

What is Standard delivery?

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Standard delivery is available to postcodes in the UK, Northern Ireland, Highlands and Islands.  It is not currently available for the Channel Islands.

Follow this link for a full summary of our delivery options: 
http://gonutrition.com/delivery

Can I get Next working day delivery?

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Next working day delivery is available for all mainland UK orders placed before 3.00pm Monday to Thursday.  This is charged at either £3.49 (Express) and £3.99 (Express Premium - includes 15 minute delivery window, email and text alert).

Express delivery is available for all orders over £100.00.

Delivery is Monday-Friday, but excludes Bank Holidays.

What is Express delivery?

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Express delivery is available in mainland UK and Northern Ireland.  It is charged at £3.49, but is offered free of charge for orders over £100.

UK mainland orders will be delivered the next working day (Monday-Friday delivery, where ordered before 3:00pm) and Northern Ireland will be delivered within 2-3 working days.  

Do you deliver on a Saturday?

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No, we can’t offer guaranteed delivery on a Saturday at present.  However, some parcels on the Standard delivery service may arrive on a Saturday.

Do you deliver in the evening?

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No, we can’t offer evening delivery slots as standard at present.  Some couriers may choose to deliver later into the evening, but this is not a guaranteed service.

Can I specify a time for delivery?

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We can’t offer more specific time slots, but for Express Premium orders you will receive an SMS text message from the courier to let you know that your order is out for delivery, and giving you a 15-minute time slot for delivery.

Express delivery orders will receive an email from the courier to advise that the parcel is out for delivery, but no time slot.

Do you deliver on Bank Holidays?

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No, at the moment, we do not deliver on Bank Holidays.

Do you have any postcode exceptions?

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We deliver to all UK postcodes, with the exception of PO Boxes or BFPO addresses.

Do you deliver internationally?

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Yes, we deliver to many European destinations.

Please see the Delivery Information page for full details - http://gonutrition.com/delivery

Which courier do you use for delivery?

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We use a number of different couriers, including DPD, Hermes and Yodel.

Is a signature needed?

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Yes, a signature may be required for delivery, so please ensure someone is available to sign for your parcel between 8.00am and 6.00pm.

Can I track my order?

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Yes, you will receive an email from us to confirm that your order has been shipped.  This will have the tracking number, and link to the carrier's website so that you can track your parcel online.

What is Express Premium delivery?

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Express Premium delivery is available via DPD, and includes order tracking, 15 minute delivery timeslot, email and text alerts and delivery rescheduling.

Where is my order?

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You can check the status of your order via the ‘Profile’ section on the website.

You will also be sent an email with a consignment number and a link to the courier’s tracking service. By entering the consignment number on the courier’s website, you will be able to see the current delivery status of your order.

Will the courier call me before my order arrives?

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For orders on the Express Premium delivery service you will receive a text message providing you with a 15-minute time slot of when to expect delivery. Please check under the ‘Profile’ section of the site that the mobile number that you gave us at the time you placed the order is correct to ensure that you receive this message.

Why can't I track my order?

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If your order has only been despatched by us that day, you may not be able use the tracking number from your Confirmation of Shipment email until later that evening, once the courier has collected your parcel from us.

For orders placed with the Standard (Hermes) delivery service, you may not be able to track your order for up to 2 working days after we've sent the Confirmation of Shipment email.

If you are still unable to track your order the following day please get in touch with us and we will look into further for you.

Payment Options

What payment options do you accept?

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We accept the following card types - MasterCard/ VISA and Visa debit.

We also offer PayPal.

What is Verified by Visa?

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Verified by Visa is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction.  This gives an extra layer of protection when you shop online, as an additional password is required by your bank or card issuer to confirm your ID.

Do you accept Amex, Visa Electron, Maestro or Laser cards?

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No, at the moment we don't accept any of these payment cards.

Do you accept Paypal?

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Yes, we do accept Paypal orders.

Is it safe to order online?

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All our orders go through an online secure payment system, and therefore this is the safest way to order as all of your details are entered by yourself and are encrypted so no-one is able to view them in full.

What is the card validation/ security code?

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The validation/security code is the last 3 digits of the number printed on the signature strip on the back of your card.

Why has my payment been refused?

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We are unable to answer this question and advise you to contact your bank or card issuer.

GN Reward Points

How can I collect reward points?

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There are a number of ways you can earn reward points:

1. For every £1 you spend on orders, you will receive 1 GN™ Point

2. Subscribe and Save to your order and you'll receive double reward points for every £1 spent

3. Refer a friend to us using your unique GN™ referral code, and you will receive GN™ Points - £10 worth of points if they spend over £50 and £7 worth of points if their order is between £10-£50

4. Leave a review against any of our products, and if it is approved and published you'll receive 10 GN™ Points (20 if its the first review of that product)

How do I earn referral points?

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1. Locate your unique referral code via your online account

2. Pass this to your friends and family

3. Ask them to register using this referral code

4. You'll receive £10 worth of credit to your account when they place their first order

5. Your friend will receive 250g FREE Go Whey Protein 80™ with their first order

Where do I find my referral code?

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Login and go to the My Account section.  Here you'll find your unique GN™ Referrer Code.

How do I find out how many points I have?

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Once you've logged in, head to the My Account section of the site.  Select the Reward Points tab and your current total number of Points will be displayed.

Also, when placing an order you will see your current Points total at the Checkout.

How much is 1 reward point worth?

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Every 1 GN™ reward point is worth 1p.

How can I spend my points?

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You can choose to redeem your points at the Checkout when placing an order, either as part or full payment for the order.  They remain valid for 365 days, and you will always use the oldest first.

Is there a maximum number of points I can earn?

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No, you can collect as many GN™ reward points as you like. 

Account Administration

Why do I need an account?

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Having an account will make future orders more convenient for you. It will save you having to re-enter your personal or payment card details each time you order with us, and also allows you to view previous orders. 

Are my payment card details saved in My Account?

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No, we do not save your payment card details in your account. You will need to enter your details each time you place an order.

How can I update my name, address and phone number?

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You can update all this information when logged into your account. It is held under the ‘Profile’ section of the website, under the 'Edit' tab.

How can I change my email address?

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You can change the registered email address via the Profile section of the site.  Log in using your current email details, go to ‘Edit’ under ‘Profile’ and amend as required.

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