Help Centre
Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, MyProtein would like to reassure all our customers that there will be no change to your shopping experience.
MyProtein is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Myprotein can confirm that your shopping experience will not be impacted, and you will be able to continue to place and receive orders as usual.
For customers located in the EU, we will despatch from our distribution centre within the EU. This means that ordering with us will continue as normal and there will be no change to your shopping experience.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
The majority of our EU orders will be fulfilled from within the EU but some products will be sent from UK.
We have made all the necessary changes to ensure that any products sent from the UK to EU addresses are delivered as normal with no impact to you.
My Account
Registering is simple!
Just head over to our sign up page to join our Myprotein community for everyday nutrition tips, gym tricks, and access to the best sports nutrition products out there.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll find all the options you need.
There's no need to worry, we're DPA- compliant meaning we care about keeping your details safe.
For more information, please visit our Privacy Policy page.
Don't worry, by heading to the log-in page and selecting 'Forgotten your password' you'll be on your way to getting it reset in no time!
If you don't want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.
Don't forget, you can choose to re-subscribe at any time!
Ordering
All Myprotein stock depends upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we'll get in touch to let you know.
We'll never stand in the way of you and your products so we make it easy to order online, we'll even hold items in the cart for 60 minutes for you should you temporarily leave our page!
Find the products you want and add them to the cart. You can either carry on shopping or checkout if you've got everything you need.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you're good to go! We'll send you an email as soon as the order is on its way.
Absolutely! Click on the cart icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to jump right in and do it for you.
Head over to our contact page to get in touch with them now.
Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.
We'll send you an email as soon as it's on the way! Or simply check your account to track it.
Plus, we ship all items separately, making sure you get what you need as quickly as possible.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.
We’ll also send you an email as soon as it’s on the way!
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Not found the information you need? Send our Customer Service team a message while you’re in your account.
We're sorry to hear you want to cancel.
Can we help with anything so that you don't have to? You can contact our Customer Service team through your account.
If not then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
See our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.
Select the order you wish to cancel and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don.t worry, you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. Refer to our Returns Policy to find out how.
Need some more help? You can send our Customer Service team a message while you're in your account.
We're sorry that happened! We take pride in all our products.
So that we can look into this for you, please contact us to tell us more.
It'd really speed things up if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we've looked into the fault we'll send you an email with the outcome.
Our production facility is independently certified against the British Retail Consortium Global Standard for Food Safety and achieved a Double A grade earlier this year, the highest attainable grade; guaranteeing we work to excellent manufacturing practices.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products then please raise this with our Customer Service team.
It'd really speed our investigation up if you could find the information below before contacting us-
1. Order Number
2. Product Name
3. Batch Number
4. Expiry Date
5. Images where applicable
6. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.
We're sorry to hear that, sometimes things can go wrong but don't worry as we can help. Please send us a message through your account.
We'll need to know the following-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we've looked into what's happened we'll send you an email with the outcome.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message through your account.
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we know what’s happened, we’ll send you an email with the outcome.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then send a message through your account to let our Customer Service team know and they’ll be happy to help.
Payment and Discount
We offer a variety of online payment methods to ensure our customers can access the best sports nutrition products with ease.
Visa
Visa Debit
PayPal
Mastercard
American Express
Diners club
Discover
Interac
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorization by us and the card issuer.
This is just so we can keep our customers safe!
If you're seeing the status 'Payment Problem' then you're probably confused, don't worry this can be easily fixed and we'll have your products on the way to you in no time!
Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you've done all that and still can't fix the problem then please contact our Customer Service team who'd be happy to help.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorized to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite supplements with ease.
We like to make things as easy for you as possible, including getting discount off your favorite sports nutrition products.
Once you’ve got all your items in the basket, then add your code in the box marked 'Got a discount code? Enter it here'. Clicking 'Use Code' will apply the discount.
If the code doesn’t work then you'll need to check you're not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer.
Still having problems? You can contact our Customer Service team through your account.
We're sorry to hear your code isn’t working! To find out why, you'll need to check the terms and conditions of the offer.
If the code is valid and you’re not trying to use more than one code per order then contact our Customer Service team through your account .
Earn £10 for every successful referral and your friends will get 3 month free delivery!
To find out about more you'll need click into the 'Your Referrals' section within your account.
Sales tax charges are dependent on the U.S. state that orders are shipped to. If your order will be shipped to one of the following states, it will include a sales tax charge.
Alabama
California
Colorado
Connecticut
Hawaii
Illinois
Indiana
Kentucky
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
New Jersey
Nevada
North Carolina
North Dakota
Ohio
South Carolina
South Dakota
Utah
Vermont
Washington
Wisconsin
In addition to the product value, we charge for shipping and sales tax. Sales tax charges will only apply to orders being shipped to the following states:
Alabama
California
Colorado
Connecticut
Hawaii
Illinois
Indiana
Kentucky
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
New Jersey
Nevada
North Carolina
North Dakota
Ohio
South Carolina
South Dakota
Utah
Vermont
Washington
Wisconsin
Reward Points
Reward points are earned on every Myprotein purchase. Simply place an order on any product in the Myprotein range and earn 1 point for every $ spent to redeem on your next purchase.
You can spend reward points on any product within the Myprotein range. There are no restrictions.
Each reward point is worth 1 cent off your next order.
It's easy! To apply these points to an order you'll need to click 'Use Points' when you’re in the shopping cart, the option is located above the area to add a discount code.
If you're having trouble using your points, then our Customer Service team is on hand to help. Send them a message through your account.
All reward points come with a 12-month redemption window from the date you placed the order. Once 12 months have passed, any points not used will be expired and removed from your account.
Yes. Use points on top of a discount code for an even greater saving.
No. Points can only be used on orders where the same account profile is being used. No reward points can be transferred.
Points are added to your account within 24 hours of your order being dispatched,
No. The more you spend, the more points you earn. Choose to spend them on your next order or build them up for an even greater saving in the future.
Yes. Once the order has been returned to us and the refund processed, any relevant points will be returned to your account within 24 hours.
No. Points are earned based on your product purchases and exclude any additional fees such as delivery and payment charges.
No. Points are locked to the country and currency you earned them on.
Existing reward points will not change.
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you that, you’ll have the option to see timeframes worldwide!
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
Please refer to our returns policy page for more information.
If this doesn’t answer your question then our Customer Service team is on hand to help. You can contact them through your account.
We offer free returns on all clothing products and provide a self-serve option so that you can process your return quickly and easily through your account.
To do this:
- Click here to go to your orders.
- Select your order and click "View details".
- Click the "Return" button at the bottom, underneath your order.
- Select the products and reason for the return, then select "Start my return".
This is applicable to all clothing items that are within 30 days of purchase and pristine condition. Any returns for non-clothing items will need to be raised with our customer service team, who you can reach below via live chat or account messaging. This is the same for any returns of damaged, faulty & incorrect items.
We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us.
We offer free returns on all clothing products and provide a self-serve option so that you can process your return quickly and easily through your account.
To do this:
- Click here to go to your orders.
- Select your order and click "View details".
- Click the "Return" button at the bottom, underneath your order.
- Select the products and reason for the return, then select "Start my return".
This is applicable to all clothing items that are within 30 days of purchase and pristine condition. Any returns for non-clothing items will need to be raised with our customer service team, who you can reach below via live chat or account messaging. This is the same for any returns of damaged, faulty & incorrect items.
Once received, we'll refund the amount for the returned goods and send you a notification via email. This can take 3-5 working days from the date we receive the return.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.
Website
Please refer to our Terms and Conditions page.
If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you!
Please refer to our Privacy Policy page.
Product Advice
This information is product sensitive and will vary on a case by case.
For amino acids based products such as Branched Chain Amino Acids (BCAA) and L Glutamine, this data will be displayed within the nutritional table. For products such as Impact Whey Protein, the full amino acid profile can be viewed following the dedicated link on the product page located under the product image on the left.
Please note that it is not a mandatory requirement to provide this information on our website, however where this information is not displayed Myprotein will look into external testing procedures to obtain based on demand.
Our Omega 3 is obtained from sources of oily fish. These could include but not be limited to mackerel, salmon and sardines.
Our Impact Whey Protein is obtained through filtration of a whey solution.
Myprotein actively sources GMO free products and raw materials.
Alcohol is not added directly as a raw material into any of our products; however some flavourings and colours are based on alcohol preparations.
This still allows the products to be suitable for non-alcoholic diets. If you need any further clarification on this matter, please contact our Customer Service team through your account, who will be happy to assist you.
At present, none of our products can be classified as Kosher. Our range of vegetarian products are Halal suitable.
Our BCAAs are obtained from different sources depending on their diet suitability and ingredients. Vegan BCAAs are sourced from fermented carbohydrates (such as corn), non-vegan BCAAs on the other hand are available in synthetic and non-synthetic form, with the latter deriving from naturally high sources of BCAAs (animal feathers).
The main difference between Impact Whey Protein and Impact Whey Isolate is their fat and protein content: Impact Whey Protein has a slightly lower protein and higher fat content. Conversely, Impact Whey Isolate contains greater protein and less fat.
Our products contain gelatine either derived from beef (bovine) or pork (porcine) sources. Vegetarian alternatives to gelatine are used where possible. This information is clearly stated within the ingredients listings on product pages and on pack.
At present, this information is not available for our products.
COVID-19
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, Myprotein is constantly monitoring the situation (and any official advice issued in connection with the same) and Myprotein is taking sensible measures to protect customers and staff. We suggest you review theWHO website for latest advice in this regard.
Specifically, in respect of the threat of COVID-19, additional measures implemented by Myprotein currently include the following:
- All Myprotein employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
- We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
- In addition, we are taking extra precautions on reducing any touch and transmission points throughout all Myprotein premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
Track your order
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
· THG Nutrition Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.
