Help Centre
Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, TRR Nutrition would like to reassure all our customers that there will be no change to your shopping experience.
TRR Nutrition is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
TRR Nutrition can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.
All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
My Account
Youāll need to register before you can place an order with TRR Nutrition.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
Itās easy to make changes to your details, whether itās your payment information, password or address book.
Log-in to your account and youāll see a range of categories at the bottom of the page under āAccount Settingsā.
You can rest assured that shopping with TRR Nutrition is safe.
Weāre fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Ordering
All items ordered with TRR Nutrition depend upon availability. We want you to be able to order and receive the products you love effortlessly, so weāll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so weāll get in touch to let you know.
Itās easy to place an order with us. Log-in to your account to begin browsing our range.
Once youāve found the product you want, youāll need to click āAdd to basketā. You can either carry on shopping or click āView Basketā if youāve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise youāll need to enter the details manually.
Check everything is correct and youāre good to go. Weāll send you an email as soon as the order is on its way.
Yes, click on the āMy Basketā icon at the top of the page and youāll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the ā button if youāve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but theyāre more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
Weāll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once youāve logged in youāll see each individual order that youāve placed with us. Select the one that you want and youāll be provided with all the details you need about that order.
Weāll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders youāve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then youāll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Weāre sorry to hear you want to cancel.
If there is anything that we might be able to do that means you donāt have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
Weāll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once youāve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then youāll need to log-in to your account.
Select the relevant order and youāll see that you can choose to cancel individual items or the whole order.
Weāll send you an email within an hour to let you know if the cancellation worked. Please donāt place a new order until you hear from us.
Donāt worry we understand that this can happen; you can try and cancel the item in your account.
Youāll need to click on the item and choose the cancel option. Weāll send you an email within an hour to let you know if it worked.
If you canāt cancel then you can send the item back to us. Itās best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
Weāre really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).
To speed the process up, itād really help if you could find the information below before contacting us, donāt worry if you canāt though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as weāve looked into the fault weāll let you know what we plan to do next by sending you an email.
Weāre really sorry to hear that, sometimes things can go wrong but donāt worry as we can help. Please send us a message via the 'Still need help?' section (below).
Weāll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as weāve looked into what went wrong, weāll let you know what we plan to do next by sending you an email.
We take pride in our products so weāre sorry to hear youāve received your order damaged.
Sometimes things can go wrong but donāt worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please donāt throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as weāve looked into what went wrong, weāll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then youāll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and theyāll be happy to help.
Payments And Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If youāre seeing the status āPayment Problemā on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details youāll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If youāve done all that and still canāt fix the problem then please contact our Customer Service team whoād be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then youāll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into āPayment Cardsā under Account Settings in your account.
Once youāve found all the items that you want then click āMy Basketā, youāll see a box located below your list of items which says āGot a discount code? Enter it hereā.
Add your discount code into this box and click āAddā to apply the discount.
If the code doesnāt work, then youāll need to check that youāre not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
Weāre sorry to hear your code isnāt working, youāll need to check that youāre not trying to use more than one code per order and that your item isnāt excluded.
You can refer to our exclusions list to check.
If the code isnāt being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
Donāt worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Refunds
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).
We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and theyāll do the rest.
Youāll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all our customers to enjoy their products so if youāre not happy with your order then you can send it back to us.
All we ask is that you let us know that you donāt want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).
Theyāll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order weāll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and weāll send you an email to let you know itās on its way.
If you donāt receive your refund and itās been 10 working days since you received our email, then youāll need to contact our Customer Service team via the 'Still need help?' section (below).
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).