TELEPHONE ORDERS: 0345 2222 828



How can I check to make sure my order has been processed?

You should receive an email to confirm that your order has been processed. If you have not received it you can log into the ‘My Account’ section of the website and check in ‘Order History’ to see if your order appears there. If no order has been captured then it would not have processed and you would not have been charged.

What is a backorder?

If you have ordered an item that is out of stock in our warehouse our ordering team will endeavour to order from our suppliers and send it out to you as soon as we get it into stock. Our general turnaround time is 3-10 working days however depending on the stock availability of our suppliers it may take longer for us to source. 

Notification - You will be informed by email if any of the items you have ordered are on backorder.
Discontinued - If a product you have ordered is put on backorder and has just been discontinued while we are chasing it from our supplier we will provide a refund as soon as we have been made aware.
Cancelling A Backorder – If at any time you wish to cancel your backorder we will process a refund for the item.

Where do I enter my Tesco Clubcard number?

You can enter your Tesco Clubcard number in the Tesco Clubcard field in the “My Account” section of the site. It will be saved their permanently so you do not need to enter it each time you order!

Please be aware that if your Tesco Clubcard is entered incorrectly you will not receive any points.

How do I use the promotional discount code I have received?

You can enter a promotional discount code in the Shopping Cart by typing it into ‘Coupon or Gift Card’ field then clicking the “Submit Code” button located next to it which will update your Shopping Cart.

If there is a product that you know that we stock but cannot see in our website then please let us know and we are happy to try and make this product available for you.

We would like to know if there is a product that we sell in store or through our customer services that may not be on our website. While we cannot guarantee that we will be able to make each product we sell available online to order we will endeavour to upload as many products as we can as soon as possible.

I have been given a code by a nutritionist/practitioner but it does not work when I enter it into the Voucher code section in checkout.

We are not able to process a nutritionist or practitioner code on our website at the moment. We are working on this and are close to completing the stages to allow customers to do this. To use your nutritionist/practitioner code please place your order by calling 0345 2222 828 and order with one of our customer services agents. Alternatively you can email us at


I have received a damaged product. What do I do?

Please contact our customer services on 0345 2222 828 or email the details of your order to We would also appreciate if you could take photos of the damaged items which will speed up our claims process and in turn help us to deal with the issue as quickly as possible.

I have received my order and one of the items is not in the package. What do I do?

You can inform us by calling in to our customer services at 0345 2222 828 or email us at the following email address:

Please have your order number ready to help us find your order. We will investigate it and look to resolve the problem as soon as possible.

If we do not have a product in stock we display a message on the product page stating it is “Available in 3-10 working days”. If you order an item with this stock availability displayed it means the item will go on a backorder. This means that we will order the product in especially for you and send it as soon as we receive it from our supplier.

I have not received my order yet. When will I receive it?

Our UK online orders are sent via Hermes Tracked Delivery. If you have not received it within 5 working days please let us know either by emailing us at or by phoning 0208 752 8450. 

UK orders over £150 are sent by DPD delivery service. If you require tracking information for your order then please contact our customer service team.

All international orders are despatched via DHL international courier service. If you have not received your order when expected then please contact our customer service team.

I have received an incorrect product what do I do?

Please contact our customer services on 0345 2222 828 or email the details of your order to


When will I be charged for my online order?

We currently charge at the point of sale. Payment is taken at the checkout section of our website through either Sagepay, “The UK’s Most Recommended Payment Gateway” or through Paypal Express.

Do you accept Cheques or Postal Orders?

We only accept payment through our Secure Payment Gateway, Sagepay and through Paypal Express. 

We do accept cheques for orders placed through our customer services. You can place an order by calling 0208 752 8450 and we will be more than happy to help.


I have forgotten my password and requested a new password. The new password does not work. What do I do?

Please email us at and provide your account email or Customer ID and we will provide a new password for you as soon as possible.

How do I change my password?

You can change your password in the Account & Contact Information of your account. Simply enter your new password in the “Change my password” field. Re-enter it in the “Confirm your password change” field then click Update Account.

Can you take me off your Mailing List?

If you would like to be taken off of our mailing list you can do so by either clicking the “Unsubscribe” button on any newsletter you have received from us or alternatively you can simply email us a request to be removed at


I have ordered my products from outside of the UK. How do I find out my tracking number?

Please contact our customer services on 0345 2222 828 or email the details of your order to 

Do you deliver overseas?

We currently deliver overseas via DHL International courier. As DHL are unable to deliver to Russia or the United States we cannot fulfil any orders with a Russian or American shipping address.

We are unable to deliver to international PO box addresses.

Will I be charged for VAT/Customs/Import charges?

Some International orders may be subject to additional shipping fees. These fees are controlled by each countries internal shipping agent and are outside the control of NutriCentre. Please note that the recipient of the parcel is responsible for paying any customs charges.


We recommend that you browse our websites using the latest versions of the following web browsers:

Internet Explorer

Please be aware that you may encounter problems viewing the site if you are running an older unsupported browser.

I am having problems accessing or using the website.

If you are having problems when using our website we usually find that if customers clear their cookies and then begin the order process from the beginning then this tends to help. If you have tried this and are still experiencing problems then please contact our Customer Service team.

I am having problems at the checkout section of the site.

If you are having problems with our checkout we usually find that if customers clear their cookies and then begin the order process from the beginning then this tends to help. If you have tried this and are still experiencing problems then please contact our Customer Service team.

Is your website secure?

All of your transactions at NutriCentre Online are secure and certified by Digicert. Digicert is a leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce, communications and interactions for Web sites, intranets and extranets. 

Our secure server encrypts all of your personal information (including name, address, credit card number) so that it cannot be read as the information travels over the Internet. When you enter this information it is captured on a page that uses the Secure Socket Layer (SSL) protocol by default. 

NutriCentre Online provides you with the best possible protection on the Internet.
Copyright (c) 2015 NutriCentre. All rights reserved. 1999-2015 Nutri Centres Limited. All rights reserved. Company registration number: 2602894