Last Updated: 01/08/2024

We pride ourselves on our superfast delivery speeds! We’ve almost won awards for it! These terms govern our shipping policy so if you’re wondering where your item is, you’re in safe hands.

Shipping Policy

1. When you place an order, we are notified immediately and will begin working on it as soon as possible. Our working days are Monday to Friday and orders placed before 2pm will be processed the same day. You will be notified when your order has been processed by email, look out for the subject heading stating “Your Order Is Complete”. This means it is complete from our side and it is on the way to the courier.
   1. You will only receive tracking updates automatically via SMS provided you have provided us with a valid mobile number. You may contact us via WhatsApp for a tracking update, all tracking updates are provided as soon as possible.
      1. If you realise you have not provided the correct contact number, please contact us as soon as possible so we can try and update your order. This is not guaranteed nor always possible. You will be required to update your number the next time you place your order as it is company policy that only the registered user can update their personal details.
2. Our shipping and handling times are 3 working days, however, we aim to deliver the following day where we can. We use DPD, Yodel and Evri to deliver our parcels.
3. You should receive your order within 3 working days of placing your order, if you have not received your order please complete the following steps:
   1. Look around your property and in any safe spaces for your parcel.
   2. Ask your household members and neighbours.
   3. Check the tracking information to make sure it was delivered to your home and not to a local collection point or scheduled for redelivery because they missed you or otherwise couldn’t deliver your order.
   4. Contact us by email at hello@dietpal.co.uk.
4. If your order is damaged in transit and cannot be delivered, the courier will notify us and you within 24 hours. We will immediately be in touch the same day to ask whether you would like a replacement or refund. If we cannot get hold of you, a replacement will be sent by default.
5. If you change your mind, please let us know and we can cancel your order. We cannot cancel orders that are “Completed”, for these orders, you will need to arrange a return or refuse the delivery.
6. We only ship to the United Kingdom. If you are outside of the UK, we may still be able to help you. Please contact us via WhatsApp.
7. Orders eligible for free delivery will be given an option during checkout offering “Free Delivery” as a shipping option. Please select this to take advantage of our free shipping offer.
   1. If you inadvertently pay for shipping when you are eligible for free shipping, you can contact us at any time in the future to request a refund of your shipping costs. You will only be eligible for free shipping at the rates set out below, these may change from time to time.
   2. If we notice you have paid for shipping when you are eligible for free shipping, we will always manually process a refund. We cannot guarantee we will refund shipping costs automatically.
8. If you are not in or otherwise are unavailable to receive a delivery, the courier may deliver your parcel to a safe place, to a neighbour, to a local parcel shop or take it back to their depot for collection, they may also reschedule the delivery for the following working day. In most cases, where they are able to, they will leave a calling card but you will also be able to refer to your own tracking information for further information.
   1. If you miss multiple delivery attempts or fail to collect the parcel, your order may be returned to us. If this occurs, the order will be cancelled and a full refund issued less any incurred costs.

Delivery Charges:

• For orders below £60 in value: £6.99
• For orders £60 or more in value: Free Delivery

Additional Delivery Information

• Delivery Time: 3 Working Days. Our working days are Monday to Friday, 10am to 5pm. Orders placed on weekends or after 2pm will be received the following working day. In exceptionally busy periods, including Christmas, delivery times may be extended by up to 7-10 days. Some orders are automatically placed on backorder due to stock availability, this may cause additional delivery delay.
• We use the following couriers to deliver your order: DPD, Yodel, Evri.We do not offer any choice between the courier we use, the courier we use is determined based on the shipping address, value and size of the order and delivery cost. In exceptional circumstances, we may use other couriers were it is appropriate to do so.
• Deliveries are made seven days per week between 7am and 10pm, including bank holidays, depending on the courier we use. We cannot assign delivery days or time slots but some couriers may offer various delivery options.