Question 1

How much does delivery cost, and how long does it take?

Accepted Answer

Delivery is £5.99, and free on orders over £50. Members and welcome-offer code holders qualify for free delivery sooner — the basket and the checkout always show the threshold that applies to you. Order by 4pm on a working day and we dispatch the same day with DPD for next-working-day delivery. Orders placed after 4pm, at weekends, or on a UK bank holiday are dispatched the next working day. On anything in stock, the product page shows when it will arrive.

Question 2

Which countries do you deliver to?

Accepted Answer

The United Kingdom only, at the moment. We don't currently offer delivery outside the UK.

Question 3

Can I change my mind about an order?

Accepted Answer

Yes. You have 14 days from receiving your order to cancel, and a further 14 days to send it back. Use our model cancellation form or simply email us. We refund within 14 days of getting the goods back. Return postage is at your cost.

Question 4

Can I return a supplement once I've opened it?

Accepted Answer

No — for health-protection and hygiene reasons, supplements and consumables (powders, protein, drinks, bars, gels and similar) cannot be returned once opened or once the seal is broken. Unopened, sealed items can be returned as above. This does not affect your legal rights if an item is faulty, damaged, or not as described — in those cases you are covered whether or not it has been opened.

Question 5

Where can I find allergen and ingredient information for a product?

Accepted Answer

Full allergen and ingredient information is shown on every product page, before you buy. It's taken from the manufacturer's own published data and checked against the product's packaging before we list it. As an extra precaution, always check the label on the pack you actually receive as well — manufacturers can reformulate products or change packaging without notifying retailers, so the label in your hand is always worth a second look.

Question 6

I have an allergy. What should I do?

Accepted Answer

Always check the packaging of the product you receive before consuming it. Manufacturers can reformulate products or change their packaging without notifying retailers, so the label in your hand is always the most current information — and it is the one to rely on if it ever differs from this website. If the product you receive differs from how we described it, do not consume it. Email Support@WiSwish.com and we will put it right — a full refund and a return at our cost. If you need allergen information for a product before you order, email us and we will confirm it against the manufacturer's data for you.

Question 7

What is WiSwish Membership, and how much does it cost?

Accepted Answer

WiSwish Silver is £3.99/month, and WiSwish Gold is £5.99/month. Both plans are £0.99/month for your first 3 months, then the standard monthly price applies. You can cancel at any time.

Question 8

Is there a free trial?

Accepted Answer

No, there isn't a free trial. Both WiSwish Silver and WiSwish Gold are available for £0.99/month for your first 3 months, after which the standard monthly price applies.

Question 9

Do prices include delivery?

Accepted Answer

Product prices don't include delivery. Delivery is £5.99, calculated and shown at checkout — unless your order qualifies for free delivery over £50, or you hold a membership or a welcome-offer code, which qualify sooner. The basket shows how close you are to whichever threshold applies to you.

Question 10

What happens if you can't fulfil my order?

Accepted Answer

Placing an order is an offer to buy, and the contract is formed when we dispatch it. If we can't fulfil an order — for example an item sells out or is mispriced — we'll tell you and refund you in full.

Question 11

Where does your product information come from?

Accepted Answer

We sell genuine, branded products in the manufacturer's own sealed packaging. Ingredient, nutritional and allergen information shown on a product page is taken from the manufacturer's own published data for that product, and we check it against the product's packaging before we list it. Where we cannot verify a field, we do not publish a guess — we leave it off and say so.

Question 12

Are your products genuine?

Accepted Answer

Yes. Every product is a genuine, branded item supplied in the manufacturer's sealed packaging and dispatched from a UK warehouse. We do not sell grey-market or repackaged goods.

Question 13

Are supplements suitable for everyone?

Accepted Answer

No. Food supplements should not be used as a substitute for a varied and balanced diet and a healthy lifestyle. Do not exceed the recommended daily dose and keep out of the reach of young children. If you are pregnant, breastfeeding, taking medication or have a medical condition, speak to a healthcare professional before use. Some products are not suitable for under-18s, and products high in caffeine are not recommended for children or for pregnant or breastfeeding women.

Question 14

My order hasn't arrived.

Accepted Answer

Delivery estimates are estimates and couriers occasionally run late. Email Support@WiSwish.com with your order number and we will chase it with the courier and keep you updated.

Question 15

My order arrived damaged.

Accepted Answer

Tell us within 48 hours of delivery, with a photo if you can, and we will replace it or refund you in full. See our Delivery & Returns policy.

Question 16

When is my order confirmed?

Accepted Answer

Placing an order is an offer to buy. We send an acknowledgement confirming we have received it, which is not yet an acceptance. Your order is accepted, and the contract formed, when we dispatch it and send you a dispatch confirmation. If we cannot fulfil an order we will tell you and refund you in full.

Question 17

How can I pay?

Accepted Answer

Card and Apple Pay, handled by our regulated payment provider. We never receive or store your full card details. Prices are in pounds sterling and are the total you pay. Prices include VAT where applicable.

Question 18

An item I want is out of stock.

Accepted Answer

Use the Notify me box on the product page and we will email you the moment it is back. We do not publish restock dates, because restocking is not within our control and we will not give you a date we cannot stand behind.

Question 19

I have a complaint. What happens next, and can I use ADR?

Accepted Answer

Email Support@WiSwish.com with your order number and what's gone wrong. We aim to acknowledge complaints within 2 working days and resolve them as quickly as we reasonably can. We are not currently a member of an alternative dispute resolution (ADR) scheme. If we can't resolve things between us, you can contact the Citizens Advice consumer service for free, independent advice on your options — this doesn't affect your right to bring a claim through the courts.

Question 20

How do I contact you?

Accepted Answer

Email Support@WiSwish.com or use our contact form. WiSwish Ltd, company no. 16740292, VAT no. GB528372281, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.

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