New You Plan Delivery, Exchanges & Refunds

Free Delivery

We offer free delivery on all orders over £50.00* for UK and ROI customers. Orders under this amount will incur a standard delivery charge of £4.99

EU Deliveries

For European countries** there is a standard rate at the checkout for postage and packaging. The charge is relevant to the destination and covers all the costs for postage and packaging.

International Orders

We ship to many countries, available for selection during checkout. However, should your country not be listed, please email support@thenewyouplan.com for a personalised quote

In the instance that we provide you with a personalised quote you will be charged a shipping retainer fee of £19.99 at the checkout and then one of the team will be in touch to guide you through paying the balance.

We do not accept responsibility for delays to packages, any additional charges relating to customs fees and duties. Once a package leaves our premises and is in transit it becomes the customer's responsibility to provide any additional documents required for customs clearance. If you are unable to take delivery of a package or provide required documentation, we will not refund any charges and disposal of the package will be done at your own cost.

customer eating products

Dispatching of orders

We aim to dispatch all orders on the same working if they are placed before 3pm.*** Our working days are Monday to Friday excluding bank holidays. We make every effort to uphold these timescales, however we will not accept responsibility if an order is not dispatched on the same working day. Due to this and to cover all eventualities with the couriers we would recommend ordering 3-4 days ahead of time as we know how important it is to get your packs.

Delivery timescales

For GB, NI and ROI typically we work with our couriers to get parcels delivered in 24 working hours from the date of dispatch. Please note this is not a guarantee and we ask that you allow additional time for delivery should a pack be delayed or damaged.

Please note that for UK and ROI customers if there is no one home - delivery of your parcel will be attempted to one of the following:

  • Left with a neighbour
  • Left in a suitable, safe location or
  • Returned to the depot

A card will be left detailing the parcel location and/or requesting that you rearrange delivery. It is advisable to download DPD's App if you wish to leave specific delivery instructions or track your parcel.

Please note DPD will not attempt delivery more than twice at which point your order will be returned to us as there may be another £4.99 delivery charge applied to an order if we are to send a replacement.

To ensure that your deliveries go as smoothly as possible we would ask that you provide a valid contact number – preferably a number that can receive incoming text notifications and also a valid email address. This is to allow ourselves and our couriers to communicate effectively with you.

For international orders we can provide you an estimate of the shipping timescales at the point where you are quoted for delivery costs.

Delayed / Missing Parcels

In the event that your parcel is not received on time or in the condition expected we would ask that you email us on support@thenewyouplan.com and one of the team will be in touch as soon as possible to help resolve any problems you may be facing.

Exchange / Returns

We accept exchanges and returns on your first order within 30 days of ordering. Customers are responsible for returning their products and we do not accept responsibility for any items lost in transit when being returned to ourselves.

We will only refund the card or account used to pay for the order. There are no exceptions to this.

 

Returns & Refunds Info

 

* Certain UK destinations may incur an additional shipping charge, these include:
Jersey £19.99
Guernsey £19.99
Isle of Man £10.00

**We aim to update our charges for EU countries as often as possible and we have all the charges built into your postage so there is no need to worry about duties and costs. In the event that an additional charge is needed you will be notified before your order leaves thereby giving you the option to decline the charge for a full refund.

*** Our 3pm cut off point for same working day dispatch is a guide – not a guarantee. We would ask that you allow 2-3 days for dispatch especially at times where delays may be expected such as after a bank holiday weekend, or during peek times where postal volumes increase such as Christmas and Black Friday.

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