FAQs

At BioHack London, we aim to deliver your order quickly, securely, and with full transparency. All orders are processed within 72 hours of purchase. Once dispatched, you'll receive a tracking email so you can monitor your delivery in real time.

Estimated delivery times:

• Next-Day Delivery - Weekday — Available for orders placed before 1 PM from Monday - Thursday only.

• Next-Day Delivery - Weekend — Available for orders placed before 1 PM on Friday.

• Standard Shipping — Delivered within 2 - 4 business days and free on orders over £100.

Our Next-Day Delivery (Weekday) service applies to orders placed before 1 PM, Monday to Thursday only. Orders placed after 1 PM (Monday - Thursday) will be dispatched the next business day. Orders placed on Friday or over the weekend will be dispatched on Monday for delivery on Tuesday.

Our Next-Day Delivery (Weekend) service applies to orders placed before 1 PM on Friday, which will be delivered on Saturday. Our fulfilment centre does not operate on weekends.

As a consumer you have a 14-day right to cancel your order for any reason (Consumer Contracts Regulations 2013). Because our vials are supplied sealed for hygiene and safety, this works as follows:

• Unopened vials with the manufacturer's seal intact can be returned within 14 days; but

• Opened or seal-broken vials cannot be returned for change of mind, for hygiene reasons.

If an item arrives faulty, damaged, or is not what you ordered, your statutory rights under the Consumer Rights Act 2015 apply in full — you have a 30-day right to reject for a full refund (repair or replacement thereafter), whether or not the seal has been broken. For faulty, damaged, or incorrect items, please contact us at info@biohacklondon.com with your order number and photographs so we can confirm the issue before you return anything. Once confirmed, we will refund your reasonable return postage. Refunds are made within 14 days.

Full details are in our Return & Refund Policy: https://www.biohacklondon.com/return-and-refund-policy

Once an order has been dispatched with a valid tracking number and sent to the address provided by the customer, our responsibility for the shipment is deemed fulfilled.

Any delays, loss, damage, misdelivery, or failure to deliver caused by third-party carriers, postal services, customs authorities, or events beyond our reasonable control are outside our liability.

Customers are responsible for:

1. Providing a complete and accurate delivery address

2. Monitoring tracking updates

3. Liaising directly with the courier or postal service for delivery-related issues once tracking has been issued

We will, where reasonable, provide tracking details and supporting dispatch documentation to assist with carrier inquiries, but we cannot guarantee delivery outcomes once the parcel is in the carrier's possession.

Although our courier quotes 2–8 business days for standard delivery, delays can occasionally occur. When this happens, your tracking information may show a "delayed" delivery date.

If your order hasn't arrived within 20 days, please contact us so we can launch an investigation with our delivery provider.

Please note: Investigation timelines vary between couriers, but our team will do everything possible to help resolve the issue promptly.

Yes, absolutely! Provided your order hasn't shipped yet, please send us your updated shipping details as soon as possible so we can make the change.

To update your address, email us at Info@BioHackLondon.com.

If your order has already shipped, you can still redirect it via your courier's tracking link in your shipping confirmation email.

Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. Please double-check your details before checkout.

On very rare occasions, if a vial has been compromised during transit, reconstitution may result in a cloudy solution.

This is not normal. Please contact us immediately with photos and we will arrange a replacement without delay.