Customer Help

Answers to the questions we are asked most. If yours is not here, email info@stroidukshop.co.uk with your order number.

Orders and delivery

How long will my order take to arrive?

Delivery times depend on your address and the delivery method. Contact us before you order and we will tell you the expected timescale for your address.

What does delivery cost?

The charge depends on the destination and the size of the order. Contact us for the delivery cost to your address before you order.

Which countries do you ship to?

Contact us before you order to confirm whether we deliver to your country.

How do I track my order?

You will receive a dispatch confirmation by email when your order leaves us. If tracking is available for your delivery method, the tracking number is in that email. If your order has not arrived within the expected window, email us — under our Refund and Returns Policy delivery is our responsibility until the goods reach you, so a lost parcel is resent or refunded in full.

Can I change or cancel my order after placing it?

If it has not been dispatched, yes — email us straight away with your order number. Once it has been dispatched you can still cancel under your 14-day right to cancel, but you will need to return the goods. See the Refund and Returns Policy.

Payment

What payment methods do you accept?

We accept bank transfer. When you place an order it is held while payment is arranged, and the account details and payment reference are sent to you with your order confirmation. Quote the reference so we can match your payment to your order — that is the single most common cause of delay. We dispatch once the transfer has cleared.

Is my payment secure?

We do not take card details at all, so there are none for us to store or lose. Payment is made by bank transfer, which you initiate yourself from your own bank — we never have access to your banking credentials. What we hold is your order and delivery details, described in our Privacy Policy.

What will the payment show as on my bank statement?

Because you make the transfer yourself, your statement will show the payee exactly as named in the bank details we send you with your order confirmation. Check that name matches before sending anything, and if it does not, stop and email us.

Returns and refunds

Can I return a product I have changed my mind about?

Within 14 days of delivery, yes — provided it is still sealed and unopened. Once a seal is broken we cannot accept a return, because we can no longer guarantee the contents to the next customer. This is the health-and-hygiene exemption in regulation 28(3) of the Consumer Contracts Regulations 2013. Full detail is in the Refund and Returns Policy.

My order arrived damaged or incorrect. What now?

That exemption does not apply — you are covered whether or not the seal is broken. Email us within 30 days with your order number and a photograph of the item and its packaging. We will replace or refund it and cover the return postage.

How long does a refund take?

We refund within 14 days of receiving the goods back, or of you providing proof of postage, whichever is sooner. Refunds return to the original payment method; your bank may take a few further working days to show it.

Products

How do I know a product is genuine?

We list what is on the manufacturer’s label, and we do not publish purity or assay figures we cannot verify. Our guide on how to check a brand is genuine explains the checks you can make yourself.

Can you advise me on what to take, or on dosing?

No, and you should be wary of any retailer who will. We can tell you what a product is and what it contains. What is appropriate for you, at what dose, alongside what else you are taking, is a clinical question — get baseline blood work and speak to a qualified clinician.

Our knowledge base covers what the published research actually shows, including where the evidence is weak, and cites its sources so you can check them.

Are these products legal in the UK?

It depends on the compound, and it is worth understanding properly rather than guessing. Several categories we stock are prescription-only medicines or controlled drugs. We have set out the detail in Are steroids legal in the UK? and Are peptides legal in the UK?

Do you sell to under-18s?

No. If we have reason to believe an order was placed by someone under 18, we cancel and refund it in full.

Still stuck?

Email info@stroidukshop.co.uk with your order number and what went wrong. See Contact us for all the ways to reach us.