Frequently Asked Questions | Hellenia
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FAQs


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How do you keep your prices competitive?

Quite simply our prices are so competitive because we don’t use fancy and expensive blister packaging as do many of our retail competitors. With so many of our products being processed, manufactured and despatched from one site, our UK manufacturing facility based near Ripon in North Yorkshire, using the minimum resources necessary with regards to packaging and transport, this means we can pass the savings on to you, our customer. We don’t expect you to pay for our expensive marketing costs either.


How do I register for an online account?

It is very simple to create an account with us by clicking the ‘Create an account’ link at the top of the home page. As a first time customer you can also create an account during the checkout process once you have already added items to your basket.


How do I log in/out of my account?

Existing customers can log in to their account by clicking the ‘Sign In’ link at the top of the website, or clicking the ‘Are you an existing customer?’ link on the checkout page. To continue all you need to do is to enter your email address, and the password that you use for your account. To log out of your account click the ‘Log out’ link at the top of the website.


I have forgotten my password, what do I do?

If you have reached the sign in page but cannot remember your password you can click the ‘Forgot your password?’ link, and enter the email address associated with your account. A new password will automatically sent to this email address. You may need to check your junk mail box if it does not appear in your inbox, if this has happened please add us to your known/safe contacts to avoid future problems.

Once you receive the new password you can use it on the sign in screen to log in to your account. Please be careful to only use the very latest new password sent to you. You should not need to make repeated requests for a new password; depending on your connection there can sometimes be a delay in you receiving your new password but it will be sent to you. You should also be aware that the password is case sensitive so you need to ensure that you copy it exactly and with no additional spaces so that it will be recognised and allow you to log in. Once you have used this password and logged in to your account you can change your password back to something unique to you by clicking ‘My Account’ at the top of the page, and ‘Your account details’.


How do I manage my personal details or stored addresses?

You can do this by clicking ‘My Account’ at the top of the page. This will take you to a screen where you can see and amend personal details and addresses. Here you can also see your completed order history and view order status.

How can I place my order?

You can place an order online at www.hellenia.co.uk or with us over the telephone – 01765 603 816.


What Payment methods do you accept?

We accept all major debit and credit cards – If you wish to pay by Visa or Mastercard online please choose the option Sage Pay at the checkout stage. You can also choose to pay by PayPal when ordering online.


Is there any additional discount available?

Yes, we have some discounts available for you to take advantage of on our website.

- If you spend over £15 then you will be entitled to Free UK delivery.

- If you spend over £50 then you will receive a 10% discount by entering discount code 'SPEND50' at the shopping cart page.

- If you spend over £100 then you will receive a 15% discount by entering discount code 'SPEND100' at the shopping cart page.



How do I know if my order has been successful?

If you order is successful you will see an order success screen with a message thanking you for your order. You will also be sent an automated order confirmation to the email address provided when ordering online. This will provide details of your order showing you your order number, as well as what you have purchased and how much you have paid.


What happens if my order is declined?

In the unlikely event that your payment is declined, try re-entering your details, taking extra care to ensure that all information and required fields for both the billing and the delivery address are filled out accurately and correctly. Also ensure that you are selecting the correct option for the payment method or card type when proceeding through to the payment screen. If you are still having difficulties please contact our customer service team on 01765 603 816 who will be more than happy to help.


I’ve made an error with my order or need to amend/cancel it, what do I do?

We understand that errors can occur whereby the wrong item is ordered, or you forget to order an item. If you have ordered the incorrect item and we are contacted prior to the order being processed and despatched then we can cancel the item from the order and refund the item back to you. However please note that if your original order qualified for free delivery and the new order value falls below the free delivery threshold spend, then this refund will be minus the new delivery charge. If you need to cancel your order we also can do that and refund you, provided we are contacted prior to the order being processed and despatched. If this situation occurs please contact our customer service team as soon as possible: 01765 603 816, or info@hellenia.co.uk who will advise whether your request is possible.


How do you store my personal details?

In order to process your order we do need a few bits of personal information from you. Don’t worry we take great care of it. Also note we never see nor store your card details through our website, card processing is performed automatically between our payment service provider Sage Pay, and your issuing bank.

For information on how we store your personal details please see our privacy policy on our terms and conditions page http://www.hellenia.co.uk/pages/Terms-and-Conditions.html



When will my order be despatched?

Any orders placed before 1pm will be despatched the same working day if in stock. Any orders placed after this time will be despatched next working day if in stock.


Which carrier do you use to deliver my parcel?

For UK orders we will use either Royal Mail or Parcel force to deliver, depending on the weight of the parcel.


Will my order fit through my letterbox?

Hellenia supplements are supplied in space saving re-sealable pouches which means that in many cases parcels will fit through a standard letterbox. They are free standing to sit on a shelf, or can be laid flat in a drawer. The foil pouches protect & preserve their contents, keeping light & moisture out for ultimate freshness.

There are exceptions of course, large quantity orders, or where certain products such as powders supplied as 500g/1kg pouches will not fit through a standard letterbox.
 

How long will my delivery take?

We use Royal Mail 2nd class service as standard. They aim to deliver parcels in two or three working days. However please remember that heavy items can take up to 5 days to be delivered by Royal Mail.

http://www.royalmail.com/personal/uk-delivery/2nd-class-mail


Can I get my order any quicker?

Urgent orders must be phoned through if a 1st class delivery service is required, please note there will be £0.50 per item charge for this service. Royal Mail aim to deliver 1st class items next working day, however this is not a guaranteed service.
 

http://www.royalmail.com/personal/uk-delivery/1st-class-mail


What if my parcel has not arrived?

Royal Mail: If your parcel has been undeliverable the postman may have left it with a neighbour or in a secure location for you, we therefore ask you to thoroughly search your property and to check with neighbours prior to contacting us. Alternatively, you may have been left a ‘Something for you’ card if they have been unable to complete delivery, this will inform you of how to contact your Local Delivery Office to allow collection or redelivery of your parcel. Please note the parcel will only be held at the sorting office for a limited amount of time, after which it will be returned to us.

Parcelforce: To ensure the safe delivery of your parcel they need a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt delivery to a neighbour or take your parcel to be securely held at the local Post Office or depot. The driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

If you are still unable to locate your order then please contact our friendly customer service team who will be happy to help.

You can email us – info@hellenia.co.uk / or contact us by telephone – 01765 603 816.

Our office hours are Monday to Friday, 9am – 5pm

How much does delivery cost?

UK orders under £15 will incur £1.95 postage & packaging fee.

UK orders over £15 will be free postage.

For urgent orders if a 1st class service is required then the order must be phoned through. There is a charge of 50p per item for this service.


Can I place an order for delivery overseas?

Yes orders can be placed from overseas. Overseas orders under 2kg will be despatched via standard Royal Mail 1st class airmail service. Please allow 5 to 15 working days for the parcel to be delivered.

http://www.royalmail.com/personal/international-delivery/international-standard

Overseas orders over 2kg may be split into 2 parcels, or will be despatched by DHL, UPS, DPD, TNT or Hermes courier service.


How is overseas postage calculated?

Postage on overseas orders is now charged for by the weight of the parcel. Where postage is not shown on the website at the checkout stage you will need to contact us for a quote on sales@hellenia.co.uk


What if I have a problem with an order?

If you have a problem with your order please contact our friendly customer service team via email – info@hellenia.co.uk or by telephone – 01765 603 816.


What do I do if I need to return an item?

All returns and refunds are to be authorized by Hellenia Ltd. We do not normally refund items but exceptions can be made in the following circumstances:

- Goods damaged in transit.
- Goods have been incorrectly despatched

In these circumstances you will be provided with a prepaid returns bag or label and asked to provide your full name and details including telephone and order number. We advise that you obtain proof of posting from your local post office.

We regret that no refunds will be given on products that have already been opened unless otherwise agreed by Hellenia.


What is the returns address?

All returns should be sent to: Customer Service Department, Hellenia Ltd, Carlton House, Hallikeld Close, Barker Business Park, Melmerby, North Yorkshire, HG4 5GZ.


How are refunds processed?

Once we have received your returned item we will issue a refund to the payment method used to pay for the order. Please allow 7-10 days for the refund to show on your account.


Where are Hellenia supplements manufactured?

Hellenia manufacture the majority of supplements on site in North Yorkshire in the UK

http://www.hellenia.co.uk/pages/About-Us.html


What is your environmental and recycling policy?

As a company we are keen to minimise our impact on the environment. We make every effort to be environmentally conscious and minimise the environmental impact of modern manufacturing processes used within the food supplements industry.

Our office and factory are all run under this policy and our employees are actively encouraged to recycle and save power wherever possible. All office paper waste is reused then shredded to be used as packaging (please note any sensitive paperwork is cross shredded in house prior to being destroyed). (This conforms with the Data Protection Act 1986). We also reuse cardboard and packaging.

We recycle our used inkjet printer cartridges, with a donation being made to Diabetes UK for each one. In order to maintain our green commitment we would encourage electronic communications wherever possible.

Our carbon footprint is smaller than a lot of other mail-order supplement companies who buy their products already manufactured, then ship them to a clearing house that packs them and often ships each item separately. This is extremely inefficient. Unlike other companies, we process, manufacture and dispatch from one site here in Ripon using the minimum resources necessary with regards to packaging and transport.

How do I find out more information about a particular supplement?

If you need advice on any supplement sold by Hellenia please contact our friendly customer service team via email – info@hellenia.co.uk or by telephone – 01765 603 816. Please note we cannot offer any medical advice.


Can I receive medical advice from Hellenia?

No, we cannot offer any medical advice, and would advise if you have a medical problem that you contact your GP.

How long have Hellenia been selling supplements to the public?

Hellenia have been supplying mail order supplements for over 16 years, but has been formulating, manufacturing and supplying quality health food supplements in the UK for nearly thirty years.


How long do I have to use the product in once I have opened it?

We recommend that you use our products within 12 months of opening them.


Is your foil pouch packaging recyclable?

The material structure is a 3-ply laminate including a metallised layer.

It is not recyclable but it can be upcycled.

You can check the work of Terra Cycle to have more details about upcycling.

https://www.terracycle.co.uk/en-UK/


How secure is the Hellenia website?


We have invested in E-commerce security for the safety of our customers to ensure our website is secure.


How do I join your mailing list?

You can join our mailing list by submitting your name and email address into the newsletter box on the home page of our website. This will sign you up to receive the latest news, product information & offers.