FAQs

Yes, all Altralife products are suitable for vegetarians.

Please note that our chicken soup does not contain any chicken derivatives, so is suitable for vegetarians.

Please click here to view our religious and allergen information guide. 

We accept all major credit cards, PayPal, and also Klarna for anyone who wants to split their payments into chunks.

We aim to process refunds within five days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Subscriptions are automatically renewed according to your selected delivery interval and the products will be automatically delivered by Altralife after each successful renewal.
For example, if you started a monthly subscription, then the system will automatically charge your credit card each month and you will get the products to your doorstep each month, without the need to place the order by yourself!

Yes, of course. You can pause or cancel a subscription any time you want in the account section here:

Manage Subscription

The only time when the subscription can't be cancelled is if you started a subscription which requires a certain number of payments before you can cancel it. The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in the shop. You can also access your subscriptions if you create an account in your shop.

You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date.

Of course. You can add products to your subscription in the customer portal. Just click on the Edit button in the products card and edit, remove or add products to your subscription.

If the subscription can't be renewed because a payment can't be processed you will receive an email with a link where you can safely update your payment method.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. 

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@altralife.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@altralife.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

There is normally a very short amount of time between you placing an order and us processing it, so if you do need to alter your order, please get in touch ASAP once the order has been confirmed.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Please check that you have the correct items in your basket for the programme you are completing. If you have been referred by your healthcare provider they should have emailed you a link to the correct product.

If you are still having issues, please contact customer support via support@altralife.co.uk stating the product, your discount code, delivery address, contact phone number and someone will get back to you. 

For security and data protection reasons we are unable to process any payments over the phone. Our website is the safest and most secure way to purchase Altralife products. We apologise for any inconvenience this may cause.

Please email us on support@altralife.co.uk if you require any additional support.

You have 14 days, beginning the day after you receive your order, to initiate any returns or refunds. Please note that only unopened product is eligible to be returned for an exchange or refund. Please contact support@altralife.co.uk to return your order.

Please click here to read our full returns policy.

Please contact us at support@altralife.co.uk with your order number, contact details and a brief explanation of what was delivered.

We are sorry for any products that arrive damaged! In the unlikely event that this happens, please email us a photo of your damaged products, include your contact details and order number to support@altralife.co.uk and we will be happy to help.

We recommend that you always try all the flavours in the starter pack before starting your programme, so that you can pick your favourites.

Please note that only unopened products are eligible for exchange or return. In the event that you have ordered a product and you’ve changed your mind, we will arrange for an alternative item of equal value to be sent to you as long as the product remains unopened. You will be asked to pay the postage fee for the alternative product. Please note, this must fall under the 14 day return period policy and be eligible for a return, more details can be found here.

Please email us at support@altralife.co.uk to discuss this and check if you qualify for a return.