Frequently Asked Questions
Orders & Delivery
When will my order be dispatched?
Orders are processed within 1–2 business days, Monday to Friday. Orders placed over a weekend or UK public holiday are processed on the next working day. You’ll receive a dispatch confirmation by email once your order is on its way.
Do you deliver internationally?
Yes. We deliver across the UK and internationally. International orders are sent with DHL, with typical delivery times of 3–7 business days, depending on the destination.
How much is delivery?
Delivery costs are calculated at checkout based on your delivery location and the weight of your order.
Can I track my order?
Most delivery options include tracking. Once your order has been dispatched, we’ll email your tracking details. Royal Mail Standard delivery does not include tracking.
What if my order is late, lost, or arrives damaged?
If your order has not arrived within the expected delivery timeframe, please email support@healvia.co.uk within seven days of the expected delivery date. If it arrives damaged, contact us within 48 hours with your order number and clear photographs so we can help.
Do you deliver to P.O. boxes?
We’re unable to deliver to P.O. boxes or APO/FPO addresses. Some supplements and health-related products may also be subject to local import restrictions, so please check your country’s requirements before ordering.
Returns & Refunds
Can I return my order?
You may return unopened, unused items in their original packaging within 14 days of delivery. For hygiene and safety reasons, we cannot accept opened supplements or other health-related products.
How do I start a return?
Email support@healvia.co.uk with your order number and the reason for your return. We’ll send you the return address and instructions.
When will I receive my refund?
Once your return has been received and inspected, we’ll let you know the outcome. Approved refunds are returned to the original payment method within 5–7 working days.
Who pays for return postage?
Return postage is the customer’s responsibility unless an item is faulty, damaged, or sent in error. We recommend using a tracked service and keeping your proof of postage.
What if I bought through TikTok Shop or another platform?
For orders placed through third-party platforms, please refer to the return and refund process provided by that platform.
Products & Wellbeing
How do I choose the right product?
Each product page includes ingredients, directions for use, and key product information. If you need help finding a product, contact us at support@healvia.co.uk.
Can I take supplements with medication?
If you are pregnant, breastfeeding, taking medication, or have a medical condition, please speak with a qualified healthcare professional before using supplements.
Are your products suitable for specific dietary requirements?
Suitability varies by product. Please check the ingredients and product information carefully before ordering. If you have allergies or dietary requirements, contact us and we’ll do our best to help.
How should I store my products?
Follow the storage guidance on the product packaging. In general, keep products in a cool, dry place away from direct sunlight and out of reach of children.
Payment & Regional Shopping
Can I shop in my local currency?
Yes. Select your country or region from the menu to view available currency and language options. Product availability, delivery options, and prices may vary by destination.
Which payment methods do you accept?
Available payment methods are shown at checkout and may vary depending on your location.
Need More Help?
Our support team is here to help.
Email: support@healvia.co.uk
Hours: Monday–Friday, 9am–5pm GMT
Your wellbeing. Our mission.
