Help & Information

Dulwich Health Website - How It Works

How do I order online?

Making a purchase could not be easier. Just browse our online shop, and add any items that you wish to buy into the cart. To order an item, simply click on the “add to cart” link next to the product and it will appear in your shopping cart. Once you have finished, you can review the contents of your cart by clicking on the “cart” on the top right. You can also check out here, where you will be asked for a few details that we need to be able to complete the order.

All products displayed on the web site are in stock. Orders are dispatched the same day.

We accept credit card or debit card payment secured through ShopPay, Paypal, or Wallid. If you are shopping outside or the UK, place your order and your credit card company will convert the transaction to your own currency.

Your Shipping Costs

Please note that our shipping and handling costs are added to your order amount at the check out once we know where you want the item delivered.

Every parcel that we send out is insured against loss, theft or damage, so you can order with confidence – in the unlikely event that you do not receive your order, or receive an order which is damaged, then we will either refund you or resend the order free of charge.

The small print

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

I am having problems using the shopping cart - what should I do?

The main reasons why customers may encounter problems using the shopping cart are that (a) customers are ordering from within a firewalled company network, or (b) ordering from a non-standard PC/Mac unit (e.g. a games console). In both these cases, the shopping cart may not function properly, so we recommend using a normal stand-alone PC/Mac where possible. Another possible source of problems is that the security settings on your web browser are set at maximum, which prevents your computer communicating with our server properly. If using Internet Explorer, adjust the security level slider to a medium setting.

For other browsers, “Java”, “JavaScript” and “Cookies” should all be enabled in the browser options.

How do I know if an item is in stock?

All products listed are in stock, and our web site is updated in real time to ensure that stock levels are as accurate as possible. Very occasionally, an item may be subject to a stock level error – if this occurs, we will e-mail you to notify you of the unavailable item, and you will be fully refunded.

How do I know you have received my order?

You will receive an immediate e-mail confirmation of each order from Dulwich Health, stating the items ordered and the total cost.

Is it possible to collect my order from your offices, instead of having it mailed?

Yes – BUT you must call us first on 020 8670 5883 to place your order and state that you wish to arrange a collection. Otherwise your order will be sent in the post, and you will be charged for postage!

You can collect your order from our office at 2 Grecian Crescent, London SE19 3HH. All orders must be collected before 3:30pm.

Can I order by telephone?

Yes – BUT we would prefer you ordered online, all orders can be placed by telephone on 020 8670 5883 between 9am – 5pm weekdays.

We don’t man the phones on weekends or public holidays.

How are the delivery made for orders from the Online Shop?

All orders dispatched by Royal Mail are sent the same day, as long as the order is received by 3pm. Larger orders will be dispatched by other couriers, as long as they are received by 2pm. Orders received after this time are dispatched the next working day.

Can I place an order now for despatch at a later date?

Sorry, we don’t really offer this facility online – all orders are dispatched as soon as possible after they are received.

BUT with phone orders you are welcome to ask for a delay in despatch. Please contact our telephone sales department on 020 8670 5883 between 9am – 5pm weekdays.

Will I receive an invoice with my order?

A confirmation of your order with an invoice will automatically be sent to you by email.

You will also receive a packing slip with your purchase, that includes your order number within the package. 

Email is our preferred method of communication. If you don’t have an email, you can request that we send your invoice and packing slip with your order.

An item I saw recently on the web site is no longer listed - can I still order it?

Our listings are updated in real-time to show only in-stock items, so if an item goes out of stock, it will no longer appear and cannot be ordered. We don’t back-order out-of-stock items for customers.

If a product is not listed, can you order it in for me?

Sorry, no – we don’t currently place special orders for customers.

Can I add items to an order I have already placed?

As we dispatch orders very quickly, unfortunately it is not possible to add to an existing order. If you require further items, you must place a new order via the shopping cart. (The extra postage cost of sending two separate orders is relatively small.)

What exactly happens after ordering?

We endeavour to dispatch 95% of all your orders within 48 hrs for next day delivery in the UK. (Europe: 7-10 days)

When you receive confirmation of your order by email, this indicates that we have received your order. It does not indicate that a contract exists between us.

We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice, by email. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Card Payments, Charges & Tax

What forms of payment do you accept?

We accept PayPal, Visa, Visa Debit, Visa Electron, Mastercard, MasterCard Debit, and American Express payments all secured through ShopPay.

We do not currently accept money orders or Diners Club cards.

Bank transfers can be accepted for larger orders – please contact our telephone sales department on 020 8670 5883. Orders will not be dispatched until money has been cleared.

For telephone order only

You may send your credit or debit card information via phone or snail mail but not by email please as it is not secure, but we believe shopping using ShopPay is far more secure.

Is ordering from Dulwich Health's web site secure?

Yes – the shopping cart area of the site is encrypted to ensure the security of all orders. You can view Dulwich Health’s security certificate by clicking on the padlock icon in your web browser, while in the shopping cart.

Our credit card payments use ShopPay which is simple, fast and very secure.

Confidential information is not kept on our computers, neither are Credit/Debit Card details and our mailing lists will never be rented or sold.

Purchases

You can pay by any of the credit cards you see at the base of this page.

If you wish to purchase over the phone then please feel free to call one of our friendly operators on +44 208 670 5883

If I order from outside the UK, will I pay customs charges?

If you are ordering from within the UK you will pay no customs charges.

International shipping rates cover shipping only. You are responsible for any import duties, fees, or taxes incurred during delivery.

Now that we are no longer in the European Union, you may have to pay customs or charges and a handling fee in the receiving country before you can claim the parcel. 

Unfortunately Dulwich Health has to state the value of the items on the outside of the parcel with the custom declaration form.

I am ordering from outside the UK - will VAT be deducted from my order?

Yes – When ordering online your delivery address with determine the tax implications. Please refer to the above question about custom.

I am ordering from a company inside the EU - can you deduct VAT from my order?

No – unfortunately we cannot offer this service.

Postage & Delivery

What are the Shipping Costs?

Delivery Costs

Our delivery and handling costs are added to your order amount at the check-out once we know where you want the item delivered.

UK Standard Postage

Standard Delivery: £4.95
Express Delivery: £9.95

International Delivery: £12-£18 depending on country

Can I order from outside the UK?

You can order and get our products from almost anywhere in the world.

The shipping costs are added to your order amount at the check out once we know where you want the item delivered.

International shipping rates cover shipping only. You are responsible for any import duties, fees, or taxes incurred during delivery.

Unfortunately Dulwich Health has to state the value of the items on the outside of the parcel with the custom declaration form.

Over the last 30 years our products have been exported to more than 45 countries worldwide.

When will the package be delivered?

All orders dispatched by Royal Mail are sent the same day, as long as the order is received by 3pm. Larger orders will be dispatched by other couriers, as long as they are received by 2pm. Orders received after this time are dispatched the next working day.

UK orders are sent out by Royal Mail 48 and aim to be delivered within two to three working days. The option for the order to be sent via Royal Mail Special Delivery can be selected at checkout for an additional charge and should be received the next day.

International orders take varying amounts of time depending on the country.

Depending on your location, orders take varying times to arrive.

Note: If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least three to four business days to the estimated delivery date of your order.

Can you guarantee delivery on or by a particular date?

Unfortunately not – we make all efforts to despatch orders as quickly as possible, but exact delivery dates are beyond our control.

I have ordered and have received only part of my order - why is this?

Due to UK Post Office weight limits, we sometimes split larger orders into separate packages.

In the case of GeoMacks orders, they are dispatched separately.

Often they will arrive simultaneously, but sometimes the second package will arrive a few days later. If the order is split in this way, we mark the invoice “Parcel 1 of 2” to show that the order has been split.

Wholesale, Practitioner or Distributor Discount

Can you supply wholesale orders to shops and distributors?

We can offer wholesale accounts for most items. Contact us via email at info@dulwichhealth.co.uk to discuss your requirements.

Can you supply a pro-forma invoice before I order?

No, we do not offer this service. However, by using the shopping cart you can see the total cost of your order before placing it.

Do you offer Practitioners Discounts?

We do offer a discount schemes for Practitioners.

Practitioners should apply online to register for a discount. Click here for more details: Are you a practitioner?

Do you give discounts for large orders?

We do not operate any discount schemes for our products, but instead try to keep all prices as low as possible. (Apart from a 35% discount if you buy 5 or more copies of Rolf Gordon’s books)

Practitioners should apply online to register for a discount. Click here for more details: Are you a practitioner?

Returns & Faulty Products

What is your Returns Policy?

Our Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at: http://www.hmso.gov.uk/si/si2000/20002334.htm

In a nutshell the directive says…

Online, mail and telephone orders customers
“Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods aren’t faulty. Sales of this kind are known as ‘distance selling’.

You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.

You must refund the customer within 14 days of receiving the goods back. They don’t have to provide a reason.”

Reaching Us
If you need to reach us, please email us using the link on the contact page, alternatively, you can call on 020 8670 5883 (International +44 20 8670 5883) or write to us at: 2 Grecian Crescent, London SE19 1HH, United Kingdom

What if I do not like the products I have ordered? Can I return them?

You can return products for a refund within 30 days of delivery if not suitable. Please note that we cannot accept returns on products where the seal or packaging has been broken.

What if my order is lost in transit?

All orders are insured, so in the case of an order not arriving, we can issue a replacement package. In the case of UK orders, 10 calendar days must elapse after the despatch date before we consider the package to be missing; for other countries, one month must pass, except France, Italy and Africa, for which six weeks must pass.

After this time, please contact us via our customer enquiry form to report the missing order. Please note: (i) Before a replacement package can be sent, we will require you to contact your local postal delivery office to check that the item is not awaiting collection. (In the UK, details of your local delivery office can be obtained from Royal Mail Customer Services on 08457 740740.) (ii) If we suspect that a customer’s package has been stolen in the post, we reserve the right to refuse to supply further orders.

What if my order is damaged in transit?

Orders are insured, so in the case of any items arriving damaged, we can issue a replacement without charge. Please contact us via our customer services enquiry form. We will email a returns label and require you to return the damaged item(s), but you will be reimbursed for your return postage. Please do not return damaged items to us without contacting us first.

What if I receive a faulty product?

We will replace any faulty item free of charge. Please contact us via our customer services enquiry form. We will email a returns label and will require you to return the faulty item(s), but you will be reimbursed for your return postage. Please do not return faulty items to us without contacting us first.