FAQS
I HAVE FORGOTTEN MY PASSWORD, WHAT DO I DO?
Go to ‘ My Account’ which will take you to the Login page. Click on the link ‘Forgot your password?’ and enter the email address associated with your account then ‘Submit’. You should receive an email to that address with a link to reset your password (check your junk mailbox if it does not appear in your inbox). This will allow you to create a new password. You should then be able to successfully log in to your account.
HOW DO I CHANGE MY CONTACT DETAILS?
Go to ‘My Account’ then log in with your email and password, this will take you to a page where you can click to ‘View Addresses’. From here you can then choose to ’Edit’ ‘Delete’ or ‘Add a New Address’.
WHERE DO I GO IF I CAN'T FIND THE PRODUCT I WANT TO ORDER?
If you are struggling to navigate through the categories, we have a ‘Product A-Z’ that lists all our products alphabetically. We also have the ‘Search’ function linked at the bottom of the website. If you are still unable to find what you need you can also speak to one of our friendly customer service team who will be happy to assist with your order over the telephone – 01765 603 816 (office hours are Mon – Fri, 9am – 5pm, excluding bank holdays). If you need advice on any supplement sold by Hellenia you can contact our friendly customer service team via email – info@hellenia.co.uk or telephone. Please note we cannot offer any medical advice.
WHAT METHODS OF ORDERING ARE AVAILABLE TO ME OTHER THAN ONLINE?
As well as ordering with us online you can also order with us over the telephone – 01765 603 816 (office hours are Mon – Fri, 9am – 5pm, excluding bank holidays).
HOW DO I VEIW THE STATUS OF MY ORDER?
Once your order has successfully been placed you will be sent an automated order confirmation to the email address you provided. You should later receive a confirmation of despatch email that contains your tracking reference once your order has been processed and shipped. You can also view current and past orders in your account at anytime by logging in.
HOW DO I CANCEL OR AMEND MY ORDER?
We understand that errors can occur whereby the wrong item is ordered, or you forget to order an item. If you have ordered the incorrect item and we are contacted prior to the order being processed and despatched, then we can cancel the item from the order and refund the item back to you. However please note that if your original order qualified for free delivery and the new order value falls below the free delivery threshold spend, then this refund will be minus the new delivery charge. If you need to cancel your order, we also can do that and refund you, provided we are contacted prior to the order being processed and despatched. If this situation occurs, please contact our customer service team as soon as possible: 01765 603 816, or info@hellenia.co.uk who will advise whether your request is possible.
HOW DO YOU KEEP YOUR PRICES COMPETITIVE?
Quite simply our prices are so competitive because we don’t use fancy and expensive blister packaging as do many of our retail competitors.
With so many of our products being processed, manufactured, and despatched from one site, our UK manufacturing facility based near Ripon in North Yorkshire, using the minimum resources necessary with regards to packaging and transport, this means we can pass the savings on to you, our customer. We don’t expect you to pay for our expensive marketing costs either.
HOW DO I KNOW IF MY CARD IS SAFE WHEN PLACING AN ORDER?
To process your order, we do need a few bits of personal information from you. Don’t worry we take great care of it. Note we never see nor store your card details through our website, card processing is performed automatically between our payment service provider Sage Pay, and your issuing bank.
WHAT IS YOUR ENVIRONMENTAL/RECYCLING POLICY?
As a company we are keen to minimise our impact on the environment. We make every effort to be environmentally conscious and minimise the environmental impact of modern manufacturing processes used within the food supplements industry.
Our office and factory are all run under this policy and our employees are actively encouraged to recycle and save power wherever possible. All office paper waste is reused then shredded to be used as packaging (please note any sensitive paperwork is cross shredded in house prior to being destroyed). (This conforms with the Data Protection Act 1986). We also reuse cardboard and packaging and recycle printer cartridges. To maintain our green commitment, we would encourage electronic communications wherever possible.
Our carbon footprint is smaller than a lot of other mail-order supplement companies who buy their products already manufactured, then ship them to a clearing house that packs them and often ships each item separately. This is extremely inefficient. Unlike other companies, we process, manufacture and dispatch from one site here in Ripon using the minimum resources necessary with regards to packaging and transport.
Hellenia Product packaging:
The material structure of our foil pouches is a 3-ply laminate including a metallised layer. It is not recyclable, but it can be upcycled.
You can check the work of Terra Cycle to have more details about upcycling.
https://www.terracycle.co.uk/en-UK/
Our plastic pots are either HDPE or PETE plastic which can be recycled.
WHAT ARE NRVs?
NRV stands for Nutrient Reference Value, previously referred to as RDA (Recommended Daily Allowance). This refers to the daily level intake guidance for vitamins and minerals that the average healthy person needs to prevent deficiency.
Herbal Extracts – what does an extract ratio mean?
Herbal extracts contain active ingredient compounds that are extracted from a plant. Ratios refer to the strength or potency of a particular extract. For example, a 10:1 ratio denotes that 10 parts of the original plant are concentrated into 1 part of the final extract.
ARE HELLENIA PRODUCT HIGH QUALITY?
Capsules, tablets, and blends are manufactured in-house to ISO 9001 standards, and this means our experienced production department staff can oversee every aspect of the manufacturing process, ensuring the very best quality at each stage. We source the highest quality ingredients we can from approved suppliers who provide certificates of analysis ensuring their safety.
Excipients are used where needed to aid the manufacturing process and handling of active ingredients. We use as few excipients as possible when manufacturing our capsules, and where we need to use an excipient we try to use natural ingredients such as rice bran and rice concentrate where possible!