General Customer Service

• How long will my order take?
• Where is my order?
• What if there is an incorrect or missing item on my order?
• I want to return an item
  
• Have you received my return?
  
• What do I do if I have forgotten to enter my promotional code?
  
• Is it safe to order on line?
  
• What information is required and is it shared outside our company

How long will my order take?

We ensure all orders are dealt with promptly and delivery times are kept to an absolute minimum (usually 3-4 working days). However due to the exclusivity of certain items, a delivery time of approximately 28 days should be expected.

Where is my order?

If you have not received your order within 5 working days, we recommend that you check with your local Royal Mail sorting office before contacting customer service, as unfortunately calling cards are not always left.

To locate your local Royal Mail delivery office, please go to: www.royalmail.com or call them directly on 08457 740740

If Royal Mail cannot locate your order please e-mail our customer care team at customercare@transformulas.com - stating your full name, order date and if possible your order reference number - or call the customer care team on 0161 947 8888.

What if there is an incorrect or missing item on my order?

If there is an item missing from your order, please contact us via customercare@transformulas.com or alternatively call our customer care team on 0161 947 8888.

If you have received an incorrect item then please return it to us and we will send out the correct item immediately.

Please return the item with a copy of your order confirmation, covering letter and receipt of postage (for which we will reimburse you) to:

Transformulas International Ltd
Returns
Transformulas House
Brett Street
Manchester
M22 4EY

Transformulas International Limited strongly advises that all returns are sent by recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.

I want to return an item

Transformulas.com offers a fair returns policy based on the following terms and conditions:

• In the unlikely event that an item(s) is faulty, we can only exchange such item(s) like for like, not for an alternative.
• All returns must be made within 14 days of the original purchase date.
• All item(s) must be sent to us with the completed returns form and original invoice.
• All item(s) must be in their original packaging, including all labels / tags if applicable) before they can be accepted for a refund.

Returns process:

Ensure that all item(s) are securely packaged, and that our returns address is clearly stated.

Please return the item(s) using a recorded/signed for postal service to ensure that they can be easily tracked and that confirmation of receipt can be provided. We cannot issue a refund for item(s) that fail to reach us.

Please note that you are responsible for all shipping and handling costs occurred when making a return. This may include duties and/or taxes for international orders.

Receiving a refund:

Once we have received the returned item(s) and our terms and conditions have been met, we will promptly issue you with a refund for the cost of the item(s) and any applicable taxes. Your refund will only be credited to the credit/debit card from which the original payment was made.

Although your refund will be issued promptly, it may take up to two billing cycles for it to show on your bank statement.

Have you received my return?

Please allow us up to 14 working days to process your return and refund your credit/debit card

Please make sure you send all returns via recorded/special delivery. Please note that all items are your responsibility until we receive them back.

To check whether we received the item(s), please contact the carrier with the reference number they provided you with.

What do I do if I have forgotten to enter my promotional code?

All promotional codes must be entered at the time of order placement and unfortunately cannot be applied after the order has been received.

Please note you must click "apply" after you have entered your promotional code in order to obtain your discount.

Is it safe to order on line?

Your on-line credit card transactions are completely secure on Transformulas.com.  We use SagePay as our payment provider and this ensures safe transmission of your personal information using 256 bit full encryption over SSL.

All data transmissions are also verified by Thawte. Note that we don't keep any record of your credit card details.

What information is required and is it shared outside our company

When shopping online with Transformulas all information is collected at the Sagepay website, and they tell us only the information we need to process and complete your order. This includes your name, address and you can choose whether to let us know your e-mail address.

We do not have any access to the credit card details that you enter at our website. We do not pass any information about you to any other company. Please view our privacy policy for more information.