FAQ - Holland & Barrett
Information centre
Frequently Asked Questions

Please click on a question below in order to find a solution.

Shopping

Top of pageShop by Category

You can start your shopping journey by clicking on one of the categories in the list on the left hand side of this page. Alternatively, you can click on the "Shop by Category" button at the top of the page. If you cannot find a particular category, please email us and we will endeavour to find the product for you.

Top of pageSearching for Products

To search for the product you require, simply type in the name or number of the product which you are searching for at the top left of this page and click the "Go" button. You can then choose to click on "More Info" button to learn more about the product and/or to add it to your cart.

If you cannot find a particular product you are searching for, please email us and we will endeavour to find the product for you.

Top of pageRequest a Catalogue

You can use our online catalogue request form. Alternatively, give our Customer Service Team a call on 0844 3728926 (Open 8:45am - 8:00pm Monday to Friday and 9:00am - 5:00pm Saturday Only).

Ordering

Top of pageMethods of Ordering

Holland & Barrett gives you 3 easy options to place an order. You may do one of the following;

1. Order Online

2. Order by Phone on 0870 606 6605
8:45am - 8:00pm Monday to Friday
9:00am - 5:00pm Saturday Only

3. Order via Post - you may send us a cheque via post to place an order.
If you wish to pay by cheque please mail your payment along with your name, address, phone number and order description to:

Holland & Barrett Direct
Samuel Ryder House
Barling Way
Eliot Park
Nuneaton
Warwickshire
CV10 7RH

Please specify which product(s) you are ordering and where you would like your products to be despatched to.

Please be aware that placing your order using a cheque may mean a delay in delivery time as we need to make sure that payment clears to our bank.

Top of pageMethods of Payment

hollandandbarrett.com accepts payments through Visa, Mastercard, Maestro and Solo cards. We do not currently accept Visa Electron or American Express transactions.

In addition, we also accept orders placed using cheque payment. If you wish to pay by cheque please mail your payment along with your name, address, phone number and order description to:

Holland & Barrett Direct
Samuel Ryder House
Barling Way
Eliot Park
Nuneaton
Warwickshire
CV10 7RH

Please specify which product(s) you are ordering and where you would like your products to be despatched to.

Please be aware that placing your order using a cheque may mean a delay in delivery time as we need to make sure that payment clears to our bank.

Top of pagePlace an Order

Take a look at our How to Order page to make sure you get the best help available.

Top of pageTrack My Order

Unfortunately, at this time, we are not able to allow you to track an online order.

Top of pageMoney Back Guarantee

We are proud of the quality of our goods and as such, if you find that your goods arrive with you in an unsatisfactory condition, return the unopened goods to the following address and we will process a full refund for the returned part;

Holland & Barrett Direct
Samuel Ryder House
Barling Way
Eliot Park
Nuneaton
Warwickshire
CV10 7RH

Our products are manufactured under the most stringent conditions which allows us to guarantee every product that we sell.

This guarantee does not affect your statutory rights.

Top of pageQuantity Policy

We reserve the right to limit quantities. Quantities larger than 30 per product cannot be processed through our website.

Please contact a customer service represntative to assist you with your order on 0844 3728926 (Open 8:45am - 8:00pm Monday to Friday and 9:00am - 5:00pm Saturday Only).

For International orders call +44 1283 560 011.

Top of pageCoupon Redemption

If you have a promotional coupon, you can redeem it against your order on the last page of the checkout process. There is a coupon box below your order and delivery details, and above the payment area.

Simply add your coupon code and hit "Enter Code". Once the page refreshes you will see the coupon value deducted from your order.

Delivery & Returns

Top of page UK Free Delivery

Free Delivery promotions apply to standard deliveries made to any UK address and does not include international delivery. A minimum spend limit on the order does not apply.

Orders are usually delivered within 4 working days between 8am - 9pm via our selected courier Hermes.

Top of page International Delivery

International delivery charge £6.95 (including Republic of Ireland and Channel Islands). Orders are despatched via a courier; usually delivered within 10 days.

Unfortunately we can currently only deliver to European Countries.

Our prices do not include taxes and tariffs. Customers outside of the United Kingdom may be subject to customs fees and/or import duties and taxes, which are levied once a order reaches your country. We do not cover any additional charges for customs clearance these must be paid for by you (we have no control over these charges and cannot predict what they may be).

Customs policies vary widely from country to country; you should contact your local customs office or tax authority for information specific to your situation. Additionally, when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Top of page Additional Delivery Information

Please note:

  • All delivery timescales are subject to availability
  • Your order may be despatched in more than one parcel and arrive at different times
  • Working day refers to any day Monday to Saturday and excludes Sunday and bank holidays
  • Delivery to the Scottish Highlands, islands and other remote areas may take longer.

If you would like to place an order, you can order online or by phone on: 00 44 1283 560 056. Alternatively you can also fax your order to 00 44 1283 560 000.

Overseas orders are delivered by Hermes or another Courier; usually delivered within 10 days.

How do I Return a Product?

Top of pageReturning Supplements

We are proud of the quality of our products and as such, if you find that your products arrive with you in an unsatisfactory condition, please return the unopened products to the returns address below.

Top of pageReturning Food Products (confectionery, fruit, nuts and seeds)

If you find any of our food products in a state not for human consumption, please contact our Customer Care team; phone 0844 3728926 or email us.

Please do not send any food products back which have not been requested.

Top of pageLost or Damaged Parcel

If you have any lost or missing products from your order then please contact our Customer Care team; phone 0844 3728926 or email us.

Lost parcels must be reported within 30 days of the despatch date we will not be liable for any loss should you fail to do this.

If you find your products to be damaged in transit, we are willing to offer a refund if the products are returned (within 30 days of the despatch date) to the returns address below. We will not be liable for any damage if you fail to do this.

Top of pageAdditional Returns Information

We retain the right to request a return of the faulty products with the consignment number on the outside of your parcel, by recorded delivery to the below address, and the products will be inspected. If the fault is agreed, a full refund will be given for the returned products.

We will not be responsible for the cost of postage and packaging to return products. We recommend using a recorded delivery service for returns as we cannot be responsible for products which don't make it back to our warehouse.

Top of pageReturns address:

Holland & Barrett Direct
Vitality House
Sixth Avenue
Centrum 100
Burton on Trent
DE14 2WP

Managing Your Account

Top of pageCreate an Account

Users who create an account with us, will be able to store all of their billing and shipping information with us, thus preventing having to enter it every time. To create an account, simply click "Login/Register" button at the top left of the page. From there, you will be able to register with us. You will also be able to register during the checkout process.

If you do not wish to register with us, we also allow you to check out unregistered.

Forgotten Username or Password

If you have forgotten your username or password, simply click "Login/Register" button at the top left of the page and enter your email address and then choose "Send me my Password". We will then email you your username and password.

Top of pageEdit Account Information

If you wish to change any of the details you have registered with us, simply click on the "Login/Register" button located at the top left of the page. Enter your email address and password and click "Sign In".

You will be able to update your Billing details and update your Shipping details from this screen by clicking on the "Update Billing Address" or "Update Shipping Address" button.

If you are already logged in, the process is exactly the same but you will have to click on the "My Account" button at the top left of the page.

Top of pageView Past Orders

Unfortunately, at this time, we are not able to allow you to view past online orders.

Top of pageSecurity Information

hollandandbarrett.com takes great pride in keeping your personal information safe and secure. We use Secure Socket Layer (SSL) technology to encrypt the information you send to us when you place your order. The information you send is encrypted on your computer, sent through the Internet as jumbled code, and decoded on our secure server. It cannot be read in transit.

We use Network Solutions to provide certification on our SSL processes. To ensure that your order is being transmitted in a secure environment, there are several visual clues displayed by your browser.

1. The address shown in the address bar (at the top of the screen) will begin https://

2. You will also see a padlock symbol in the status bar at the bottom of the screen

Netscape browsers, you will see the lock located in the lower left corner will now appear closed with a slight glow.

Microsoft Internet Explorer browsers will also display a closed lock, but in the lower right corner of the browser.

Firefox browsers will also display a closed lock, but in the lower right corner of the browser.

Regardless of your browser, the hollandandbarrett.com website will display these visual clues that your information is being transferred securely.

In addition, we will not divulge any information we receive from customers to anyone. We will not rent, sell or give your name or credit card information or purchase history to any other company, agency or individual.

Technical support

Top of pageAbout Cookies

In order to use the "My Favourites" feature on the hollandandbarrett.com website, you will need to set your browser to accept cookies. This cookie is not shared with any other party.

Q: What are cookies and how does hollandandbarrett.com use them?
A: A cookie is a small text file that hollandandbarrett.com that places on your hard drive in order to provide a more personalised browsing experience each time you visit.

Q: How can I set my browser to accept cookies?
A: All browsers allow you to change this setting, but where you change it depends on the browser you are using:

If you're using Internet Explorer 6.x or 7.x or 8.x
From the menu at the top of your browser Choose Tools, then Internet Options and Click the Privacy tab.

The default setting is medium, which will allow you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to "Custom," click on the Advanced button and choose accept cookies.

If you're using Internet Explorer 5.x
From the menu at the top of your browser Choose Tools, then Internet Options, Click the Security tab and then Click Internet, then Custom Level. Scroll down to Cookies and choose Enable.

If you're using Netscape Navigator 6.x
From the menu at the top of your browser Choose Edit, then Preferences, then Click on Privacy and Security, Then Cookies, and Select Enable

If you're using Firefox
From the menu at the top of your browser Choose Tools, then Options. Then Click on the Privacy Tab and click Accept Cookies.

Top of pageHow to Use My Favourites

With the "My Favourites" feature, you can store your favourite products in a category created by you, for you. Easy One Click ordering will allow you to select items you want to put into your shopping basket. In order to take advantage of this feature, you will need to have cookies enabled on your computer. Please remember that your list will only be available from the computer you created it on.

Step 1: Click on the Add to Favourites button in the Product listing
Step 2: Access the My Favourites link from the foot of any page
Step 3: Click the "View My Favourites" button to see your category
Step 4: You should now see all of your items in your "My Favourites List". From here, you can manage your list.

Top of pageRewards for Life

How do I sign up for Holland & Barrett Rewards for Life?
If you are making a purchase online or by mail order we will pop a membership card into your order when we send it to you. Alternatively, you can visit any of our participating stores to sign up (see list below). You'll get your membership card and start earning points straight away.

Visit our Store Locator to find your nearest store.

How many points do I receive?
Right now, we're offering an introductory 4 points for every £1 spent at Holland & Barrett. It doesn't matter whether you shop online, at store or by phone, you'll collect points on everything you purchase and still take advantage of our in store promotions. The points you collect will be based on your spend that day, after discount.

How do I activate my card?
It's easy, just visit www.hollandandbarrett.com/signup and we'll guide you through activating your card.

Why do I need to activate my card?
Activating your card simply means that we then know that the membership belongs to you. It's just a few questions so that we know where to send your reward coupons to and how you would like us to contact you. It also means that if the card is lost or stolen we can transfer your details onto your new account so that you don't lose any points you have collected.

Activating your card also means that you will enjoy all the benefits of being a member of Rewards for Life. Once you have activated your card you will then start to receive your reward coupons and other information and offers from Holland & Barrett.

When you activate your card we'll add 150 points onto your account - that's £1.50 on your next reward coupon.

When will I receive rewards?
You'll receive reward coupons regularly throughout the year. You will need to activate your card so that we know where to send the coupon to and you'll need to collect 50 points for your first reward.

How many rewards will I receive?
We will send up to 4 reward coupons a year.

How can I spend my rewards?
This is the best bit. You can spend your rewards on any product of your choice in store. Simply pick your favourite product and we'll take the value of your coupon off the cost of your product - simple !!

What do I do if I lose my card?
If you should lose your Rewards for Life card, simply collect a replacement card next time you're in store. Once you have your new card, please contact the helpline on 0844 736 1128 so that we can ensure your points are transferred onto your new card number.

Can I collect points if I don't have my card with me when purchasing?
It's best to carry your membership card with you so that you have your membership details to hand but if you forget, we'll do our best to find your membership number on our system so that we can add your points to your account.

How can I keep track of how many points I have collected?
On the bottom of your receipt we will show you how many points you collected for that purchase. You can find out your total points balance by calling the Rewards for Life Helpline on 0844 736 1128 or by emailing us on rewardsforlife@hollandandbarrett.com, or by visting the My Account section on our website www.hollandandbarrett.com. Please allow up to 48 Hours for the website to update your points total.

How do I change my personal details?
We'll be happy to update your personal details if you call our Helpline 0844 736 1128.

Can my partner have a card?
Of course. Everybody can join Rewards for Life. They can sign up online, in store or by mail order. At this time we cannot combine your accounts or provide you with more than one card for the same account but if you want to save points to the same account we have provided you with a card and key fob to share.

What do you do with my data?
Your privacy is very important to us, that's why we'll take great care with any personal information you share with us and will never release these details to any company outside of the NBTY Group.

However, we would like to use the information you share with us to keep you up to date with the range of products and services we offer and to help make shopping with us easier. This includes news of events, promotions, offers, product launches and special activity relating to your Rewards for Life membership. We may contact you by email, post, text message or phone. We are constantly looking to improve our business and the service we offer so from time to time we may contact you to get your feedback or for research purposes. However, we will always give you the option of how you want to be contacted and if you do not wish to be contacted by us, we will respect this.

We will continue to send you your reward coupon even if you choose not to receive any other information from us.

Why do you need my email address?
Being the UK's leading health food store, we have been 'green' for years, well before it became fashionable. We are committed to reducing the impact we have on our environment and the world we live in. We would prefer to send you information including your reward coupon by email to help with this.

We will not bombard you with emails but will send you information about things that we think will be of interest to you and of course your reward coupon. You can unsubscribe at any time if you do not wish to continue to receive emails and still continue to collect points.

I can't activate my card online.
The activation page will guide you through what you need to do and it's very easy. However, if you are experiencing difficulties you can contact the Rewards for Life helpline on 0844 736 1128 or pop into your local store and they will be able to help too.

Where can I find the Rewards for Life terms and conditions?
The full terms and conditions for the Rewards for Life scheme can be found here.



Copyright © Holland & Barrett Retail Limited, 2014. All rights reserved.
hollandandbarrett.com is a trading name of Holland & Barrett Retail Limited,.
Registered office: Samuel Ryder House, Barling Way, Nuneaton, Warwickshire CV10 7RH.
Registered in England: Company No. 2758955. Registered VAT No. 211727395.