CLAIMS & RETURNS INFORMATION

Physique-IQ.com takes great care to ensure you have a useful yet easy shopping experience with us, from advice on choosing your items, to payment and processing, right through to delivering the items to you quickly and securely. Unfortunately things can and do go wrong from time to time but we will always endeavour to help resolve the issue as best we can. Please read through the following information to help you with resolving these problems.

If you contact us about an order by mail or email, please always include your full name, order reference and contact details to ensure our customer care department can process your communication without delay.

In the event that a claim is required you may be asked to complete a basic form to help us process this.

Cancelling/Amending Orders

Depending on the time you place your order, it may be possible to cancel or amend it before shipping takes place, however to ensure good response times for our customers, orders are processed and shipped as frequently as possible. If you wish to cancel or amend a placed order please contact us as soon as possible and we will do our best to help you. If a parcel has already left us however you will have to return the unwanted items for refund or place a new order for amendments.

Claims & Returns

Please read the following for our policies regarding claims & returns in different circumstances:

Incorrect/Missing Items

Due to stock locations, items may occasionally be sent from different fulfilment centres and arrive in multiple packages. Please check the despatch note with each package to see if it contains the items stated. Please also ensure you have checked any email communication with us regarding items that may be out of stock/backordered/no longer available.

Our automated system will generally email you with details of the delivery services used and any available tracking numbers once these are updated by the postal/courier services systems. Please ensure you can receive all emails from Physique-IQ so you can follow your products easily.

Please contact us if you are unsure how many parcels your order may arrive in.

We take great care to ensure your order is packed correctly however mistakes do happen. If you have received an order with an incorrect item or an item missing please contact us as soon as possible. Replacement items in this case are sent to you free of charge. It is important to check your package contents when it arrives as we can only process claims within 48 hours after you have received the parcel.

Late/Damaged/Missing Parcels

Please note standard UK Delivery is a 3 day service and international deliveries will vary upon location. If you believe your parcel is late or missing please contact us directly and we will attempt to locate your parcel with Royal Mail/Courier service. If a parcel is excessively delayed or irretrievably lost beyond our control we will organise a claim with Royal Mail/Courier service and a replacement will be sent to you free of charge.

If upon receipt you find that an item is damaged within the parcel please contact us to complete a claims form within 48 hours and we will organise either a replacement item or a refund for the damaged items. Claims for items damaged in transit can be greatly speeded up by sending us a picture of the damaged item from a digital camera or mobile phone to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . 

All items are shipped with appropriate insurance applied.

Please note parcels must be signed for. If you are unavailable to collect your parcel and it is returned to us we can re-ship this item to you, however the additional handling, packaging and shipping costs will be recharged to you at £6.99 as standard.

For international orders please also note that once an item reaches the customs office of your country we are not responsible for searches, refusals or confiscations of items sent to you. You are also liable for any and all duties or customs fees that may be applied by your country location.

7-Day Cooling off Period

As part of the UK's Distance selling regulations you have the right to return any items within seven working days (beginning the day after you receive the items) for a refund. You must however return the items in an unopened and unused condition and returns are made at your own cost. Please contact us before returning items to complete a claim and ensure your refund is processed correctly. Reasonable shipping and handling fees may be deducted from a refund.

Important! Please note that items that are opened or partially used cannot be returned for a refund.

This regulation does not apply to international orders.

Product Replacements

Please note that we do not generally send substitute items for out of stock/discontinued items without your agreement first, however some items may occasionally undergo label or other modifications due to Manufacturer issues. Where an item is otherwise identical or a direct replacement for the item offered, you will receive the latest modification of this item.

Returns Info

Please include your name, order reference and your preference of a refund or replacement when returning an item. This will help us process your request without undue delays. Please return all items in a well-packed condition and use a recorded postal service or courier. Items which do not reach us cannot be processed for return or refund and therefore we do not advise using an unsigned service.

Please make all returns to

Physique-IQ Returns

Unit 14
Atlantic Business Park
Atlantic Street
Altrincham
Cheshire
WA14 5NQ

0161-637-0360