Q: Where do you ship to?
A: Our main market is Ireland and the UK but we welcome orders from around the world. We currently ship to all EU countries, USA, NZ, Australia and Canada. Contact us if you want us to ship to another area and we will let you know if we can ship there. International orders are sent with DHL or GLS to ensure you get your orders quickly and safely.
Q: What are your delivery charges?
A: Shipping is FREE for orders over €19.99 (€1.95 otherwise). You will be informed of your delivery options for your order on checkout.We ship the vast majority of these orders within 24 hours (items leave our warehouse) and then our delivery partners will deliver in another 1 - 3 working days. Your shipping options will be presented with costs at checkout.
Q: What type of packaging do you use? Is it discreet?
A: We use non branded good quality packaging. Our priority is that your products arrive in perfect condition and that the packaging is discreet. There is no mention on the outside of the packaging about its contents. For larger products we use special travel safe cardboard boxes. For smaller items we use padded Jiffy satchels like the ones shown here.
Q: How long will my order take?
A: Orders take from 1 - 5 days for delivery and are dependent on our delivery partners. Most orders ship (leave our warehouse) within 24 hours, from then it is in the hands of our delivery partners - An Post, Royal Mail and other couriers, all of which aim for next day delivery. We cannot be held responsible for partner delays due to strikes, incorrect address, carriers operational failures etc. Please contact us after 5 working days if your delivery has not arrived and we will investigate your items status. Some stock items, due to their nature, may need to shipped from the manufacturer to us and may take longer to ship than normal. We will inform you of any such delays within 2 days of your order. If you require express delivery please contact by email before you make your order and we can make special arrangements (there maybe an additional postal charge).
Q: Can I track my order?
A: We have 2 shipping methods. An Post standard post for small inexpensive orders. This method uses the standard postal system and fits within an A4 Jiffy envolope. This method does not have tracking. Our second method uses couriers and has tracking. These deliveries may need to be signed for. Contact us for tracking details with your order number, if your order uses this delivery method.
Q: How do you secure my payment details?
A: We use a SSL certificate from GeoTrust to encrypt communications between our server and your browser. We use the Realex payment gateway and Ulster Bank Card Services to securely process card payments. We also now accept PayPal. Choose PayPal on checkout.
Q: Who do I contact if I have a complaint?
A: Send an email to firstname.lastname@example.org. Please state your complaint, order ID and your contact details.
Q: Where does SureLIfeHealth.ie deliver to?
A: We deliver to Rep. of Ireland, UK and the rest of the world.
Q: Do I have to sign for my order?
A: Yes if you use the courier method of delivery. No if you use standard post.
Q: What happens if I am not home when the courier tries to make delivery?
A: The courier will leave a calling card and you have to contact them to rearrange delivery. It helps if you give us a delivery contact number in the comments section in the checkout process.
Q: Which payment methods do you accept?
A: Internet transactions are processed via our secure ordering facility on a secure server. All major Credit Cards are accepted as well as PayPal. All prices displayed within the store include VAT at 23%.
Q: What is the returns process if I have a problem with my order?
A: You have a statutory right to return a Product up to 7days after your order has been delivered. We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the Product using the return form provided with the dispatched product and we will organise a refund (excluding delivery cost). Goods must only be retuned if they are unused, unopened and in their original condition. Any breakages or damage must be reported within 24 hours of purchase/delivery.
Q: Can you facilitate bulk orders or wholesale?
A: Yes, we have wholesale accounts for customers who require bulk orders or will have a continuous requirement to order our products. Please contact us on email@example.com. If you are a clinic, club, reseller or any other type of organisation please enquire about our wholesale service.
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