Shipping policy

Last updated: June 2026

This Shipping & Delivery Policy explains how we process, dispatch and deliver orders placed through onelifefoods.co.uk.

We aim to dispatch orders quickly and keep delivery clear, reliable and simple.

1. UK Delivery

UK orders are usually sent using DPD or another tracked courier service.

Delivery options, costs and estimated timescales are shown at checkout before you place your order.

UK delivery is usually estimated at 1–2 working days from dispatch, depending on the delivery service selected, your location, order volume and courier performance.

Delivery times are estimates only and are not guaranteed unless a guaranteed delivery service is specifically offered and paid for at checkout.

2. Order Processing Times

We aim to process orders as quickly as possible.

Our usual order cut-off for same-day processing is 2pm Monday to Thursday, excluding bank holidays.

Orders placed after the cut-off, on Fridays, weekends or bank holidays may be processed on the next working day.

During busy periods, product launches, promotional events, courier disruption or seasonal peaks, processing times may be longer.

3. Free Delivery

Free UK delivery may be available when your order reaches the free-delivery threshold shown on our website or at checkout.

Free delivery thresholds and delivery offers may change from time to time.

If a discount code, refund or partial cancellation reduces your order below the free-delivery threshold, delivery charges may apply.

4. Delivery Charges

Delivery charges are calculated and displayed at checkout.

Charges may vary depending on:

  • delivery destination;

  • parcel weight;

  • parcel size;

  • delivery service selected;

  • promotional offers;

  • courier availability;

  • international shipping requirements.

We reserve the right to update delivery charges at any time, but changes will not affect orders already placed.

5. Tracking Your Order

Once your order has been dispatched, you should receive tracking information by email, SMS or through the courier’s tracking system, depending on the details provided at checkout.

Please check your tracking link for the latest delivery updates.

If your tracking has not updated for several working days, contact us at:

info@onelifefoods.co.uk

6. Delivery Addresses

You are responsible for providing accurate and complete delivery information at checkout.

Please check your address carefully before placing your order, including:

  • house number or building name;

  • street name;

  • postcode;

  • town or city;

  • phone number;

  • email address;

  • any delivery instructions.

We are not responsible for delays, failed delivery or loss caused by incorrect or incomplete delivery information supplied by the customer.

If you notice an error after placing your order, contact us immediately. We will try to help, but we cannot guarantee changes can be made once the order has entered processing or dispatch.

7. Safe Place and Delivery Instructions

If you ask the courier to leave your parcel in a safe place, with a neighbour, outside your property, in a porch, shed, bin area, communal space or other unattended location, this is done at your own risk.

Once the courier records the parcel as delivered according to your instructions, responsibility for the parcel passes to you.

One Life Foods cannot be held responsible for loss, theft, weather damage or other issues resulting from safe-place delivery instructions given by the customer.

8. Missed Deliveries

If delivery is attempted and no one is available, the courier may:

  • attempt delivery again;

  • leave the parcel at a collection point;

  • leave the parcel with a neighbour;

  • follow your delivery instructions;

  • return the parcel to the depot;

  • return the parcel to us.

Please follow the courier’s tracking instructions to rearrange delivery or collect your parcel where required.

9. Returned Parcels

If a parcel is returned to us because delivery was refused, the address was incorrect, the parcel was not collected, customs charges were not paid, or the courier could not complete delivery, we may deduct reasonable return or re-delivery costs from any refund.

If you would like the parcel sent again, an additional delivery charge may apply.

10. Lost or Delayed Parcels

Most parcels arrive within the estimated delivery window, but delays can happen.

Delivery may be affected by:

  • courier delays;

  • bad weather;

  • bank holidays;

  • seasonal peaks;

  • strikes or disruption;

  • incorrect delivery details;

  • customs checks;

  • stock availability;

  • events outside our reasonable control.

If you believe your parcel is lost or significantly delayed, contact us at:

info@onelifefoods.co.uk

We will investigate with the courier and help resolve the issue.

11. Damaged Parcels

If your parcel arrives damaged, please contact us as soon as possible.

Please include:

  • your order number;

  • photographs of the outer packaging;

  • photographs of the damaged product;

  • photographs of any courier labels;

  • a short description of the issue.

Please keep the item and packaging until we have reviewed the issue, as this may be needed for a courier claim.

12. International Delivery

We may offer international delivery to selected countries.

International delivery options, costs and timescales vary depending on destination, courier availability, parcel size, parcel weight and local import rules.

International orders may be sent using DPD, Parcelforce or another suitable courier.

You are responsible for checking whether the products you order can lawfully be imported into your country. Regulations for food supplements, herbal products, oils, resins, powders and nutritional products vary by country.

International orders may be subject to customs duties, import VAT, taxes, handling fees or other local charges. These charges are your responsibility unless clearly stated otherwise at checkout.

We are not responsible for delays, refusals, seizures, additional charges or non-delivery caused by customs authorities, local import restrictions or failure to pay import charges.

13. Delivery Restrictions

We reserve the right to refuse or cancel orders where:

  • we cannot deliver to the address provided;

  • the delivery destination is restricted;

  • the order appears fraudulent or suspicious;

  • the products may not be suitable for the destination country;

  • courier services are unavailable;

  • the parcel exceeds courier size or weight limits;

  • fulfilling the order would breach applicable laws or regulations.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

14. Contact Us

For delivery questions, tracking issues or damaged parcels, contact:

Email: info@onelifefoods.co.uk
Website: onelifefoods.co.uk