Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, Optifast would like to reassure all our customers that there will be no change to your shopping experience.
Optifast 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.
Optifast 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.
Registering is simple!
Just head over to our sign up page to join our Optifast community for everyday nutrition tips and access to the whole Optifast products.
If you don’t want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.
Don’t forget, you can choose to re-subscribe at any time!
There’s no need to worry, we’re DPA- compliant meaning we care about keeping your details safe.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll find all the options you need.
We’d never want you to miss out on one of exclusive offers, so you’re automatically signed- up when you register. By un-ticking the box at registration you’ll opt yourself out of our exclusive emails .
If you’re already signed up and change your mind, then you can stop them by logging into your account and selecting the ‘Email Preferences’ option.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow a couple of days for it to be delivered.
If the item has been sent, which will be confirmed via email, then send a message through your account to let our Customer Service team know and they’ll be happy to help.
We take pride in our products so we’re sorry to hear you have received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message through your account.
Please do not throw the item away, we may ask for pictures of the damaged product - to ensure we take measures to prevent it happening again.
As soon as we know what’s happened, we will send you an email with the outcome.
We’re sorry to hear this, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.
We’ll need to know the following-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what has happened we will send you an email with the outcome.
Our production facility is independently certified against the British Retail Consortium Global Standard for Food Safety and achieved a Double A grade earlier this year, the highest attainable grade; guaranteeing we work to excellent manufacturing practices.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products then please raise this with our Customer Service team.
It would really speed our investigation up if you could find the information below before contacting us-
1. Order Number
2. Product Name
3. Batch Number
4. Expiry Date
5. Images where applicable
6. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.
We’re sorry that happened! We take pride in all our products.
So that we can look into this for you, please contact us to tell us more.
It’d really speed things up if you could find the information below before contacting us, don’t worry if you can’t,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 we’ve looked into the fault we’ll send you an email with the outcome.
Don’t worry, you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. Refer to our Returns Policy to find out how.
Need some more help? You can send our Customer Service team a message while you’re in your account.
Once you’ve placed your order we cannot make any changes to it due to our quick warehouse process.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the order you wish to cancel and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
We’re sorry to hear you want to cancel.You can choose to cancel individual items or the whole order . Due to our quick warehouse process, you have placed your order you have an hour to cancel.
We’ll 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. If you have any questions, please contact us through your account.
See our Returns Policy to help you get the order back to us instead.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we send you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Not found the information you need? Send our Customer Service team a message while you’re in your account.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.
We’ll also send you an email as soon as it’s on the way!
We’ll send you an email as soon as it’s on the way! Or simply check your account to track it.
Plus, we ship all items separately, making sure you get what you need as quickly as possible.
Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.
Enter the new delivery address and then select ‘Deliver to the following address’.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to jump right in and do it for you.
Please scroll down to our Customer Service information to get in touch with them now.
Absolutely! Click on the basket icon at the top of the page and you’ll 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 – button if you’ve selected too many. If you want to remove an item ccompletely then click the x button.
We make it easy to order online, we’ll even hold items in the basket for 60 minutes for you should you temporarily leave our page!
Find the products you want and add them to the basket. You can either carry on shopping or checkout if you’ve got everything you need.
Your account will show any stored addresses or payment options, making it quick and easy to complete the order.
Check everything is correct you’re good to go! We’ll send you an email as soon as the order is on its way.
All Optifast stock depends upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
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, use the tracking link provided in your email or located in your account to check your order status.
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 through your account.
Payments and Discounts
We like to make things as easy for you as possible, including getting discount off your favourite Optifast products.
Once you’ve got all your items in the basket, then add your code in the box marked ‘Got a discount code? Enter it here’. Clicking ‘Use Code’ will apply the discount.
If the code doesn’t work then you’ll need to check you’re not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer.
Still having problems? You can contact our Customer Service team through your account.
If you want to add new payment details then you’ll 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 products with ease.
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’re seeing the status ‘Payment Problem’ don’t worry this can be easily solved.
Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help.
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.
We offer a variety of online payment methods to ensure our customers can access the best sports nutrition products with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously we will ask you a couple of questions at check out to help us and the card issuer to validate and then authorise your order. This is just so we can keep our customers safe!
Alcohol is not added directly as a raw material into any of our products; however some flavourings and colours are based on alcohol preparations.
This still allows the products to be suitable for non-alcoholic diets. If you need any further clarification on this matter, please contact our Customer Service team through your account, who will be happy to assist you.
You have the right to ask about what personal data we hold about you.
Please get in contact with our Customer Service team so we can help you.