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🇬🇧 Dispatched from the UK
Vials assayed to > 99% HPLC purity
15% off your first order HELLO15
Hello Peptides
Legal

Shipping and returns

What it costs, when it arrives, how it is packed, and what to do if something is wrong with it. Part of our terms and conditions.

Last updated 29 September 2026 · Hello Peptides, United Kingdom
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Where we ship

We deliver to addresses in the United Kingdom. We cannot take orders to other countries yet: parcels leave from the UK, orders are charged in pounds sterling, and cold-chain shipping abroad is not something we will do until we can do it properly.

You can browse the whole range and see prices in your own currency wherever you are. If you would like us to ship to your country, tell us where you are. It is the main thing we use to decide what opens next.

Services and cost

ServiceCarrierArrivesCost
Standard trackedRoyal Mail Tracked 242 to 3 working days£4.95
Next working dayDPD, by 6pmNext working day on orders placed before 2pm, Monday to Friday£9.95
Free UK shippingRoyal Mail Tracked 242 to 3 working daysFree on orders over £100.00

Delivery is charged once per order, not per item, and is shown before you pay.

When it leaves us

  • Orders placed before 2pm, Monday to Friday, are dispatched the same day.
  • Orders placed after 2pm, or at a weekend or on a bank holiday, go the next working day.
  • We do not dispatch at weekends. That is deliberate: a cold-chain parcel posted on a Saturday sits in a depot until Monday, and the cold pack does not last that long.
  • Because payment is by bank transfer, the clock starts when the payment clears rather than when the order is placed. Same-day dispatch means same working day as cleared payment.

How it is packed

Everything ships cold, in an insulated box with a frozen gel pack and a temperature indicator, inside a plain outer carton with nothing on it about what is inside.

  1. 01
    Check the indicator firstIt is on the inside of the insulated box. If it has not tripped, the chain held and your vials were kept in range the whole way.
  2. 02
    Get it into a fridgePre-mixed vials belong at 2 to 8 degrees. Unpack and refrigerate as soon as the parcel arrives.
  3. 03
    Keep the packaging if anything looks wrongIf the indicator has tripped, or the gel pack arrived fully thawed and warm, photograph it in the box before you unpack anything further.
If the temperature indicator has trippedDo not use the vials. Email us within 48 hours of delivery with your order number and a photograph of the indicator, and we will replace the order at our cost. This is what the indicator is for, and a tripped one is our problem rather than yours.

Tracking your order

A tracking link is emailed the moment the parcel leaves us. You can also look up any order with its number and the email address you used, on the track an order page, with no account needed. If you do have an account, every order is listed under your orders.

If you miss the delivery

  • The carrier will leave a card and try again, or take the parcel to a local depot or collection point.
  • Please collect it quickly. A cold-chain parcel waiting at a depot is losing the thing it was packed to preserve.
  • If a parcel comes back to us undelivered, we will contact you to arrange another attempt. We may charge for sending it again, and we will always tell you before we do.
  • If you gave us an address you could not receive at, the cost of the second attempt is yours. If we got it wrong, it is ours.

Damaged, wrong or missing

Tell us within 48 hours of delivery and we will put it right. Email info@hellopeptides.co.uk with your order number, the batch number on the label, and a photograph if something is broken or leaking.

  • Broken, leaking or damaged in transit: replaced at our cost, or refunded in full if you prefer.
  • Not what you ordered: we send the right thing and collect the wrong thing at our cost.
  • Something missing from the box: we check the packing record and send it straight out.
  • A batch that does not match the certificate supplied with it: replaced or refunded, and we investigate the batch.

Nothing that follows about returns affects your legal rights over goods that are faulty, not as described or not fit for purpose.

Returns and refunds

Sterile sealed vials cannot be resold once they have been opened, so what can come back depends on whether the seal is intact.

ConditionRefundWho pays the postage
Unopened, seals intact, within 14 daysIn full, including the standard delivery you paidYou
Opened or unsealedNot returnable, for health protection and hygieneNot applicable
Faulty, damaged or not what you orderedIn full, or replaced, whichever you preferUs
  1. 01
    Email us firstSend your order number and what you would like to happen. Do not post anything back before we have replied, or we may not be able to match it to you.
  2. 02
    We send return instructionsIncluding the address and, where the return is our fault, a prepaid label.
  3. 03
    Pack it cold if it is still sealedReuse the insulated box and gel pack if you still have them. A refund on unopened goods does not depend on the cold chain, but it helps us put stock back where it belongs.
  4. 04
    We refund within 14 daysCounted from the day we receive the goods, or the day you prove you sent them, whichever comes first. It goes back the way you paid.

Changing your mind

If you are a consumer you have a 14-day right to cancel under the Consumer Contracts Regulations 2013, with the sealed-goods exception above. The full wording, including what applies to business customers, is in the terms and conditions.

If your order has not been dispatched yet, you do not need any of this. Email us and we will cancel it and refund you in full.

Research use onlyProducts are supplied for laboratory research and are not for human or animal consumption, diagnosis or treatment. Anything else, ask the lab directly.
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