Frequently Asked Questions
Everything about how Perqen membership pricing, delivery and returns work. If your question is not answered here, message us on WhatsApp at +44 7344 290145 or email support@perqen.co.uk.
Membership and pricing
Do I need a membership to buy from Perqen?
No. Guest checkout is open to everyone and you can browse and buy the full catalogue without joining. Membership lowers the price you pay, it does not gate access to the shop.
How much does Perqen membership cost?
There are two paid tiers. Annual membership is £29.99 per year. Monthly membership is £4.99 per month and can be cancelled between billing periods. Guest checkout costs nothing. You can see all three side by side on the membership page.
How do member prices work at checkout?
Member pricing is applied automatically at checkout when you are signed in to an account with an active membership. There is no code to enter and nothing to claim. Every product page shows the guest price and the member price next to each other, so you can judge what membership is worth before you pay for it.
Is the membership worth it for me?
That depends entirely on how much you already spend on supplements. Members save an average of £75 a year against retail, which is an average of 35.8% below RRP.* If you buy one or two products a year, guest checkout is probably the better choice and we would rather say so. If you restock the same items regularly, the annual fee is typically recovered within the first two or three orders.
Can I cancel my membership?
Yes. Message us on WhatsApp or email support and we will handle the cancellation. Monthly membership stops at the end of the current billing period. Membership fees already paid are non-refundable except where required by law, which is set out in our refund policy.
Does membership lock me into subscriptions or auto-shipments?
No. There are no automatic repeat deliveries and no subscription boxes. You order what you want, when you want it. The membership affects the price only.
Delivery
How much is delivery and how long does it take?
Royal Mail Tracked 48 costs £4.90 and arrives in two to five working days. DPD Standard costs £6.90 and arrives in one to two working days. Delivery is free on orders of £60 or more. Full details are in our shipping policy.
When will my order be dispatched?
Orders placed before 3:00pm Monday to Friday are dispatched the same business day when the item is in stock.
Do you deliver outside the United Kingdom?
Not at present. We currently ship within the UK only.
Returns and problems with an order
Can I return a supplement?
Unopened products can generally be returned within 14 days of delivery, in their original condition and packaging where possible. Opened supplements are usually not eligible for return unless they are faulty or damaged, which is standard for food supplements on hygiene and safety grounds.
How quickly will I get my refund?
Approved refunds are issued to the original payment method within 14 days of us receiving the returned item, or within 14 days of the issue being confirmed where no return is needed. Your bank or payment provider may take a few additional days to show the funds.
My order arrived damaged or the wrong item was sent. What do I do?
Contact us within 14 days of delivery with your order number and a photograph of the problem. We will review it and arrange a replacement or refund.
Products and sourcing
Are your products genuine?
Yes. We source through authorised EU distribution and avoid commingled inventory, which is the practice of pooling stock from multiple sellers so that the unit you receive may not have come from the brand's own supply chain. Everything we list is the manufacturer's own product.
Which brands do you stock?
We carry over 1,300 products from 38 brands. The largest ranges are NOW Foods, Life Extension, Doctor's Best, Himalaya, Jarrow Formulas and Nordic Naturals, alongside Cytoplan, BetterYou, KIKI Health and sports nutrition brands including SciTec, BioTechUSA and Applied Nutrition.
Do you sell melatonin?
No. Melatonin is a prescription-only medicine in the United Kingdom, so it cannot legally be sold over the counter here regardless of how it is classified in other countries. If you are looking at our sleep and recovery range, what we stock instead is magnesium, glycine and L-theanine.
What are the stacks?
The stacks are fixed sets of three products sold together at a lower price than buying the items separately. Each one states what is in it and, just as importantly, what we left out and why. You can see them on the bundles page.
How do you list dosages?
We state elemental amounts rather than compound weights where the two differ. A 500mg magnesium bisglycinate capsule, for example, delivers roughly 70mg of elemental magnesium. It is a distinction the supplement market routinely blurs and it matters when you are comparing products on price per dose.
Can you recommend a supplement for my symptoms?
No, and we will not pretend otherwise. We are a retailer, not a healthcare provider, and we cannot give clinical advice or suggest a product for a medical condition. Please speak to your GP or pharmacist, particularly if you are pregnant, breastfeeding, taking prescribed medication or managing a diagnosed condition. Food supplements are not a substitute for a varied diet or medical care.
Payment, accounts and the company
What payment methods do you accept?
Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna. Payment is processed through Shopify's secure checkout and we never see or store your card details.
Do your prices include VAT?
The price shown is the price you pay. Olympus Premium Health Ltd is not currently VAT registered, so no VAT is added at checkout and none is charged on top of the displayed price.
Who runs Perqen?
Perqen is a trading name of Olympus Premium Health Ltd, a company registered in England and Wales, company number 13621708, at 82a James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE.
How do I contact you?
WhatsApp is fastest, on +44 7344 290145. You can also email support@perqen.co.uk. Please include your order number if your question is about an existing order.
Do you publish anything besides products?
Yes. We publish supplement and health research news daily, including studies that report no benefit, which is the part most supplement retailers leave out. You can read it on the Perqen news page.
* Average saving based on 6 months of regular supplement shopping. Actual savings depend on which products you buy and how often.