Shipping policy

Last updated: 26 September 2026

This policy explains how and when we deliver your order, what delivery costs and what happens if something goes wrong.

Free Muscle is the trading name of FreeMuscle, a business registered in Andorra, at Av. Fiter i Rossell 23, AD700 Escaldes-Engordany, Andorra. We send all orders from our UK operations in Scunthorpe, North Lincolnshire, United Kingdom.

At a glance

  • UK delivery: free on every order, with no minimum spend. Usually 2–3 working days after dispatch. Please allow up to 5 working days.
  • Delivery outside the UK: one flat rate per order, shown at checkout before you pay. Usually 5–14 working days after dispatch.
  • Dispatch: orders placed before 2pm UK time, Monday to Friday, are dispatched the same working day.
  • Tracking: every order is tracked.
  • Latest delivery date: unless we agree another date with you, we deliver within 30 days of your order.

A working day is Monday to Friday, except UK public holidays.

Where we deliver

We deliver to the UK and to most countries in Europe and beyond. Checkout shows whether we can deliver to your address before you pay.

Delivery charges

  • UK delivery is free on every order. There is no minimum spend.
  • Delivery outside the UK costs one flat rate per order. You see the exact amount at checkout before you pay.
  • Our product prices include any UK VAT we must charge. They do not include import VAT or duties charged by other countries (see Orders delivered outside the UK below).
  • We add no other fees at checkout apart from the delivery charge shown before you pay.

Dispatch and delivery times

Orders placed before 2pm UK time, Monday to Friday, are dispatched the same working day. Orders placed after 2pm, at weekends or on UK public holidays are dispatched the next working day.

  • UK: usually 2–3 working days after dispatch. Please allow up to 5 working days.
  • Outside the UK: usually 5–14 working days after dispatch, depending on the destination and customs clearance.

Unless we agree a different date with you, we will deliver your order no later than 30 days after the day you place it.

Tracking and packaging

We send orders with Royal Mail or Parcelforce. Outside the UK, a local carrier may make the final delivery.

When your parcel is dispatched, we email you a tracking number. If you cannot find the email, check your spam folder, then contact us.

Every order is sent in plain, discreet packaging.

If your order is late

If your order has not arrived within the delivery times above, email us with your order number. We will look into it with the carrier.

If we do not deliver within 30 days, or by a date we agreed with you, you can give us a further reasonable period to deliver. If we still do not deliver, you can cancel the order. We will then refund everything you paid, including any delivery charge, without undue delay.

You can cancel straight away, without giving us more time, if we refuse to deliver, or if delivery on time was essential (for example, because you told us so before you ordered).

Cancelling and returning

If you are a consumer in the UK, the EU or elsewhere in the European Economic Area, you can cancel your order at any time before it is delivered, and within 14 days after you receive it. Wherever you live, you can return unopened products within 30 days of delivery. Our Refund Policy explains both, including the rules for sealed products.

Lost or damaged parcels

Your order is our responsibility until it reaches you, or a person or safe place you have chosen. A parcel handed to a neighbour you named, or left in a safe place you asked for, counts as delivered.

If your parcel is lost in transit or arrives damaged, email us with your order number. We will send a replacement or give you a full refund, whichever you prefer. We deal with the carrier. You do not need to claim from them yourself.

If the parcel arrives damaged, a photo of the parcel and the product helps us sort it out quickly.

Your delivery address

Please check your delivery address carefully before you pay. If you spot a mistake, email us straight away. We will try to correct it or stop the parcel before it is delivered.

If a parcel is delivered to a wrong or incomplete address that you entered at checkout, we cannot be responsible for it.

Orders delivered outside the UK

We send every order from the UK. For deliveries outside the UK, including to the EU, your country may charge import VAT, customs duties and a customs clearance fee. The carrier may ask you to pay these on delivery.

These charges are not included in our prices or in our delivery charge. You pay them.

Customs checks can add time to delivery. If customs hold your parcel, email us with your order number and we will help.

The rules on importing research compounds and other products differ from country to country. Before you order, please check that you may lawfully import the products into your country.

Payment and cash on delivery

We accept debit and credit cards.

Cash on delivery is available only for deliveries to Romania. If checkout offers you cash on delivery for an address outside Romania, please choose card payment instead.

If you have already placed a cash-on-delivery order for an address outside Romania, we will email you. You can then pay by card, or we cancel the order and you pay nothing.

If you no longer want a cash-on-delivery order, email us before it arrives. This is the quickest way to cancel, and you keep your full right to cancel. If a cash-on-delivery parcel is refused without telling us first, we may not offer cash on delivery on your future orders.

Your statutory rights

Nothing in this policy affects your statutory rights. Our Refund Policy explains your right to cancel, how returns work and what to do if a product is faulty.

Questions

Email freemuscleuk@gmail.com. Our support hours are Monday to Friday, 9:00–18:00 UK time, and we aim to reply within one working day. Our Contact Information page lists every way to reach us.