Customer Services

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You can reach us Monday to Saturday, 9.30am to 5pm

By phone 01737 223499

By email info@inside-out-health.com

 

And in store at 3 Church Street, Reigate, Surrey, RH2 0AA

 

Company Registration Number: 10474096

VAT Registration Number: 124 967 000

Deliveries & Collections Explained

We offer local home delivery via our own Inside Out Health Delivery Team, and we also ship to mainland UK via Post by Hermes. Prefer to collect from us? Pop by and see us in store! Here are some more details for you regarding each service.

Our Inside Out Health Delivery Team deliver three days a week to the Reigate & Redhill and the surrounding areas. Minimum spend applies.

*Surrounding areas include:- Godstone, Nutfield, Dorking, Leigh, Coulsdon, Horley, Crawley, Ifield, Caterham, Tadworth, Betchworth and Bletchingley. 

 

Expected time of arrival (ETA) for your goods

We endeavour to deliver your parcel within the hours stated. These times are approximate and we are unable to accept responsibility for delays caused that are outside of our control such as traffic delays, road closures or force majeure.

 

Our Delivery Team details:- Depending on the day you place and complete your order we will deliver on the next scheduled day  – whether it be a Monday, Wednesday or Friday, unless an unforeseeable problem arises, in which case you will be informed as soon as possible of any delays. 

We aim to shorten the delivery window to you by providing a 2hr slot (normally 1 to 3pm) for deliveries on the scheduled day and we will inform you of any changes.

COVID-19 NOTICE: In order to keep to safe distancing regulations our delivery driver will ring your bell or knock on the door, they will move away from the door and wait for someone to answer.  If nobody answers and a safe place to leave the delivery has not been provided, we will leave notification that delivery was attempted and the goods will be retained by us. You can then pick up your delivery from the shop the next working day or re-arrange delivery on the next scheduled day.  (If you are outside of the RH1, RH2 postcodes this may incur a £5 charge for re-delivery).

PERISHABLE ITEMS: If we are unable to deliver to you and there are perishable items in your order we will keep the products to the correct temperature but cannot exchange them for products with a later use by / best before date. This is due to the high turnover of perishable goods.

SAFE PLACE: If you are not home and have given us a safe place in which to place your delivery, and by its nature the products are unattended at your address, we cannot take responsibility for any issues that may arise due to the delivery being left unattended for a period of time. For example; tampering, theft, contamination and the result from any temperature changes.  You will become the owner of the products you ordered and responsible for risk of loss of or damage to them once they have been delivered to you.

 

If you are outside of our local delivery area (Reigate, Redhill and surrounding) or your order comes to less than our minimum delivery value for FREE delivery we will post your items to you via Post by Hermes. 

Exclusions apply:- We are unable to post liquids, perishable or temperature sensitive items. However these items are available via our Delivery Team in the local area.

 

Weight of delivery:- If your order exceeds 5Kg (with a £50 and over order), we reserve the right to apply an additional fee to cover the cost. We will contact you in advance to discuss this. We have approximated this to be a further charge of £1 for 5-10kg, and £3.20 for 10kg and over.

 

 

 

If you have chosen to collect your item from store, you can do so between 9.30am and 5pm Monday to Saturday.

COVID-19 NOTICE: In order to keep to safe distancing regulations we have introduced some measures in store to keep our customers and team safe. Before you come into store, we have a safe distancing queuing system, and on entry to the shop we encourage everyone to use the hand sanitiser provided.

We will have your items ready and will hand them to you. 

If you are shielding we are happy to bring your items outside and place them somewhere at a safe distance for you to pick up. Please call us when you arrive to store to arrange this on 01737 223499 and a member of our team will assist you.

Online Refunds & Returns

Changed your mind? No problem! Return it for a full refund within 14 days!

If you decide you don’t want any item in your order you can return it to us within 14 days of delivery. Some exclusions apply, see below. We will issue a full refund when the item is received back to us, and it should be in the condition in which it arrived to you.  

Please note that you are responsible for the cost of returning the product to us. If the item is faulty, please see notes below on ‘Damaged or Faulty Product’. This does not affect your statutory rights.

Your order will be refunded when we have received the product and it has been inspected by us.  We will process the refund back to the original method of payment used to purchase the item within 7 days of receiving the item back.

We are unable to accept items back which fall into the following categories:

– For hygiene reasons, personal grooming, underwear and cosmetics

– Probiotic products that are required to be stored in the fridge

– Perishable goods

In the unlikely event you receive an incorrect item please contact us as soon as you can by email and we will arrange for the correct item to be sent to you, or issue you with a full refund. We will also arrange the return of the incorrect item.

To receive the refund or replacement in this case, you must return the item in the same condition you received it and within 14 days.

We try our very best to securely and appropriately package your order safely, however if you receive an item that is damaged we will happily replace it.

We do ask you to carefully inspect your products as soon as you can after they have been received. You should notify us by email at info@inside-out-health.com of any dissatisfaction with your order.  We will require you to complete a damaged item declaration, and request that you send us a photo of the damaged packaging and product.

We will then arrange for the goods to be returned to us and replaced. We are unable to offer a refund/exchange or credit for products that have been opened or used. Your statutory rights are not affected.

Please send us an email of notification at info@inside-out-health.com including your name, phone number and your original order number. We will provide you with a returns number which must be included with your item.

The item must be received by us in an undamaged, sealed and sellable condition. We are unable to offer a refund/exchange or credit for products that have been opened or used. Your statutory rights are not affected.

Your refund will be processed when we have received the product and it has been inspected by us.  We will process the refund back to the original method of payment used to purchase the item. Due to us not holding your card details on file, you will need to provide you card details to us in order to get the refund.

As we do not take responsibility for items lost or damaged when being returned, we suggest the items are packed securely, keep a proof of postage from the post office and/or send the items back via a recorded service with insurance covering the value of the product.

If you have not received your order within the estimated times as detailed in our Deliveries Explained section, please email us on info@inside-out-health.com and we shall look into this for you.