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 missing item, there are a couple of quick things worth checking, as your order may still be on its way.
Some items may arrive separately
Your order may be arriving in more than one parcel. This is completely normal and can happen for a few reasons, including:
- Large orders that are split into multiple parcels
- Products being dispatched from different locations
- Items with different dispatch dates
You can check the status of your order in My Orders on our website or app.
If your items have already been dispatched, you can track your parcels here:
https://www.hollandandbarrett.com/track-my-order
Ordering products with a later dispatch date
To help you secure the products you want in a single order, some items may be available to order before they arrive at our warehouse. We'll always show the estimated dispatch date on the product page, at checkout, and in your order confirmation email. If your order includes an item with a later dispatch date, we'll send available items first and the remaining item separately once it's ready.
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.