Delivery and returns
Delivery
Orders are sent by Royal Mail Tracked 24 and usually arrive within 1 to 3 working days. You will receive a tracking number by email once your order has been dispatched.
UK delivery costs £4.99, and is free on orders of £100 or more. Orders are sent to the delivery address entered at checkout, so please check it carefully before confirming.
If your order arrives damaged or incorrect, contact us straight away with your order number so we can put it right.
Returns and refunds
You have 14 days from delivery to cancel your order under UK consumer law. Full terms are set out in the Refund Policy. To start a return, email sales@apollexbio.com with your order number.
From order confirmation to delivery
- Check your order details. Keep the confirmation and verify the delivery address, particularly the postcode and building or flat number. Contact us promptly if a correction is needed; changes depend on processing and dispatch status.
- Look for the dispatch email. Tracking is emailed once the order has been dispatched. Check spam or junk folders if the message is missing.
- Follow the tracking reference. Use the carrier update to check the latest parcel status. A delivery estimate is not a guaranteed arrival date or a same-day dispatch promise.
If something is not right
For unclear tracking, a parcel marked delivered that you cannot locate, or a damaged or incomplete order, contact Apollex with the order number and relevant tracking details. Keep the original packaging and labels while the issue is reviewed. Our delivery FAQs and order-problem FAQs give more specific steps.
Starting a return
Contact us before sending an item back so the correct return address and process can be confirmed. A change-of-mind return and a faulty or incorrect item are different situations. The full Refund Policy explains the applicable conditions, exceptions and rights; this page is a summary.