Our Delivery and Returns Policy
At SUST our promise is to deliver great tasting natural products that help make you feel in your prime. We pride ourselves in providing outstanding customer service and delivery service. If you are not pleased with your order, we would be happy to hear from you and will offer an exchange or refund if we are notified within 20 days of your product delivery.
Get a refund or exchange in 3 simple steps…
Step 1: Please give us a call on 01743 444 397 and our customer care team will complete a returns form (for refunds and exchanges) and email you instructions for product return.
Step 2: Print the form and complete all mandatory sections. Include the completed form with the product and return the order by post, please request a free proof of postage.
Step 3: Once we receive the returned item, we will either credit your payment account within 14 days or exchange your product if that is what you have requested.
Customer care: 01743 444 397
Opening Hours: Monday to Friday: 09.00 – 17:00
Outside of hours, please leave a message and we will call you back during opening hours.
When will you receive your order?
Providing your order is placed before 3pm Monday to Thursday, you will receive your order next day. Orders placed after 3pm on a Thursday but before 3pm on a Friday will be delivered on the following Monday. Any order placed after 3pm on a Friday and over the weekend (Saturdays or Sundays) will be delivered on the following Tuesday. Any Discovery Box orders will be shipped out by Royal Mail, this normally takes up to 48 hours to be delivered.
All other bundles are dispatched via either DX or DPD. Should you have any specific delivery instructions, please do indicate these in the “Additional Information” comment box on the checkout screen as you place your order. Please note that we will do our very best to accommodate any special requests, however, these cannot be guaranteed.
Any orders due for delivery on a bank holiday, will be delivered on the next working day following the bank holiday. If an order is placed on a Bank Holiday, it will not be processed until the next working day, and the delivery timings for the next working day will apply.
Our couriers will text you before delivery to make sure that you are in and can sign for the parcel. If you will not be available, you can ask them to deliver it the following day, leave your parcel in a safe place, with a neighbour or drop it at one of their thousands of pickup points nationwide for you to subsequently collect. Unfortunately, we aren’t able to deliver at a specific time, change the delivery address or deliver at the weekend without incurring an extra cost. If you live in an apartment or flat we’d recommend that you have your parcel delivered to work. Please note that all Discovery Box orders are sent via Royal Mail.
Deliveries to the Highlands of Scotland will be sent using Royal Mail and should be received within 2-3 working days.