Frequently Asked Questions
Welcome! Here you should be able to find answers to the most frequently asked questions we receive.
Which products suit my needs?
We will happily assist you and answer answer all your questions about the content and function of our products, and how to use them. We can give you personal recommendations for what you can use to improve your healthy lifestyle. Just chat, call or email our customer service. Click here for our contact details.
Can I change or cancel an order?
In order for you to receive your order as quickly as possible, our warehouse processes all orders within 15 minutes. This means that we are unfortunately not able to make any changes or cancel your order. If something goes wrong, we still ask you to contact us and we will do our best to try to solve it.
Why didn’t I receive an order confirmation?
We automatically send out an order confirmation email when you have completed your order. If you have not received your order confirmation, we ask that you check your email’s spam folder and if it is not there, contact our customer service.
Which payment methods do you accept?
Our partner Klarna administrates all of our payments. You can pay with credit or debit cards, we accept VISA, MasterCard and American Express. You can choose to pay straight away or in 14 days. Read more about this payment service on Klarnas website.
Do you have free shipping?
Orders above £75 have free shipping, otherwise a £7 shipping cost will be charged.
How do I add a discount code?
At the top of the checkout page, click “Do you have Promo code or Gift Card?”, then enter your Promo Code or Gift Card and click “Apply”. Note that only one discount code can be applied to an order.
I forgot to add the discount code. Can you help me?
Of course! If your order meets all the requirements for the discount code to be valid, we’ll sort it out. Just contact our customer service via email, phone or chat.
What delivery service do you use?
We use DHL - the world's largest logistics company.
How long is the delivery time?
Depending on the delivery location, it usually takes 2-10 days for the delivery to arrive from the day it was shipped.
How do I track my package?
When your package is shipped from our warehouse you will automatically receive an email with the tracking number and a link to DHL tracking.
What happens if I don’t claim my parcel?
The package will be at the post office for 10 days before it will be sent back to our warehouse. For an unredeemed package, you will be charged a fee of £9.
How do I make a return?
You can return your order within 14 days of receiving your package. Simply put the return label on the package and return it at your most convenient DHL Service Point. Return charge is £5.
We do not accept returns of opened products or digital products.
Can I exchange my products?
Unfortunately, we are unable to exchange your order. If you wish to exchange a product, we ask you to return the product you wish to exchange and place a new order for the new product that you want.
There’s something wrong with my package. What do I do?
In the unlikely event that your package arrives with any damage or other issue, please e-mail us at [email protected] with your order number and pictures of what you want to report and we’ll sort it out.
Who do I contact about a collaboration?
Email us at [email protected]guru.com and tell us more about yourself and we will get back to you as soon as we can.