Damaged, missing or incorrect items
We’re really sorry if there’s been an issue with your order, especially when you’re relying on it to support your routine or keep your body feeling its best.
Before reporting a problem, there are a couple of quick things worth checking, as your order may still be on its way.
First, check your order status
Your order might be arriving in more than one parcel.
Some orders are split, which means items can arrive separately. You can check this in ‘My Orders’ in your account on our website or app.
If everything has been dispatched, you can track your parcels here:
https://www.hollandandbarrett.com/track-my-order
An item may have gone out of stock
Sometimes a product sells out just as your order is placed. If this happens, we’ll hold it for up to 24 hours.
- If it’s still unavailable after that, we’ll email you and issue a refund
- If it comes back into stock, it may arrive separately from the rest of your order
Still missing, damaged or incorrect?
If your order shows as delivered but something isn’t right, it’s likely a packing error, and we’ll get this sorted for you.
To help us resolve this quickly, please complete the relevant form below:
Once submitted, our team will review your request and arrange either a replacement or a refund, depending on what works best for you.
We aim to respond within 48 hours.
What you’ll need to provide
To help us put things right as quickly as possible, please include as much detail as you can in the form.
- Your order number
- Details of what’s gone wrong.
- For damaged or faulty items, a photo of the item
This helps us avoid delays and get things back on track for you.
What happens next
If you choose a replacement:
We’ll send this using the fastest available delivery option, so you can get back to your routine without disruption.
If you choose a refund:
This will usually reach your account within 3 to 5 working days (excluding weekends and bank holidays).
Trusted Seller items
If your item was sold and delivered by one of our trusted partners, we’re only able to offer a refund. Unfortunately, we’re not able to send a replacement in these cases.
Ordered through Ocado?
If your order was placed with Ocado, they’ll need to handle this directly for you. You can contact them here:
Ocado Contact Us.