Shipping & delivery.
UK domestic stock. Order by 2pm Mon-Fri for same-day dispatch. Sent with Royal Mail Tracked 24, which aims for the next working day.
Delivery protection, included free
Every Alphex order is covered against loss and damage in transit at no charge. There is no box to tick and nothing to add at checkout. If your parcel does not arrive, or a vial arrives broken, we replace it.
Report within 14 days of dispatch, and within 48 hours of delivery for visible damage, to our team with your order number and, for damage, a photograph of the outer packaging and the vial. Replacement is sent from the next available batch. Protection covers transit only: it does not cover a compound that has been reconstituted, stored outside the stated conditions, or refused at delivery.
International shipping.
We ship internationally via Royal Mail International Tracked. Tracked, signature on delivery, customs documentation included. The free over £60 threshold applies to UK orders only: international shipping is charged at the flat rate below.
Austria, Belgium, Czechia, and 13 more EU/EEA countries.
What happens after you click Buy.
Order received
Confirmation email immediately. If you order before 2pm Mon-Fri, your order enters today's dispatch run.
Same-day dispatch
Vials are vacuum-sealed, labelled, and packed in a discreet outer for Royal Mail Tracked 24. The batch-matched COA is already published in the COA library.
Tracked transit
Tracking link emailed once Royal Mail collects. Discreet outer with no compound branding visible.
Delivered
Next working day, typically before midday. Dispatched from refrigerated stock; in lyophilised form the vials arrive safely at room temperature with no degradation. Refrigerate or freeze on arrival.
Returns, customs and getting hold of us.
Returns and the purity guarantee
If a batch falls short of stated HPLC purity on your own independent verification, we accept a return and issue a full refund. We pay return shipping. The Returns and Refunds Policy sets out how a purity claim is evidenced.
Consumers have 14 days from delivery to cancel under the Consumer Contracts Regulations 2013, and 14 further days to send the goods back. We refund the price plus the basic outbound delivery cost. You pay return postage on a cancellation, and we may reduce the refund where handling beyond inspection has reduced the value of the goods.
A vial whose seal has been broken cannot be returned for a change of mind, because it is a sealed good that is not suitable for return once unsealed for health protection or hygiene reasons. That exception is regulation 28(3)(e) of the same Regulations.
The exception is about changing your mind only. A faulty item, an item that is not as described, an item we sent in error and a purity claim are always refundable, sealed or not.
Customs and international
All orders ship from UK domestic stock by Royal Mail. A UK order does not cross a border and is not inspected at customs.
International orders go by Royal Mail International Tracked and do clear customs in the destination country. You are the importer of record, so duties, import taxes and clearance charges are yours and are set by the destination country.
Questions
Email lewis@alphex.co.uk. Replies within working hours. The address goes to the founder, not a shared inbox.
If you need a destination we do not list, or your country needs import documentation, ask before ordering rather than after.
This page describes how we ship. The binding terms are the Shipping Policy, the Returns and Refunds Policy and the Terms and Conditions. Where this page and a policy differ, the policy applies.