Frequently Asked Questions FAQ - BioHack London

Q1. How does shipping and delivery work?

Orders are processed and dispatched within 72 hours. Once shipped, you will receive a confirmation email with tracking details so you can follow your delivery progress.

If your order contains multiple items, some products may be shipped separately depending on stock availability. This ensures you receive everything as quickly as possible.

We offer the following delivery options:

• Next Day Delivery – Available for orders placed before 1 PM.
• Express Shipping – Delivered within 1 to 3 business days.
• Standard Shipping – Delivered within 2 to 8 business days and free on orders over £100.

Q2. Can I change my shipping address?

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, don’t worry — 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.

Q3. Help! My order is lost or hasn’t been delivered.

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.

Q4. What is your return policy?

We offer free returns within 30 days from the date your order is delivered or received.

However, not all items are eligible for return. Any exclusions will be noted on the product page or during checkout. To be eligible for a return:

1. The item(s) must be initiated for return and shipped within 30 days of delivery.
2. The item(s) must not have been marked “Final Sale” or “Non-Returnable,” unless faulty.
3. The item(s) must be returned in original packaging and in “as new” condition (including labels, boxes, and specialty packaging).
4. You must provide a photo of your item(s) before shipping so we can assess the condition.

Please note: If you return part of a bundle, pricing will be recalculated based on the current sale price of the items you keep, and the refund will reflect the remaining balance.

To initiate a return, email Info@BioHackLondon.com.

Q5. I have an issue with my order — what do I do?

If something isn’t quite right with your order, don’t worry — our BioHack London support team is ready to help.

Email Info@BioHackLondon.com with your order details and a description of the issue. We’ll work quickly to find a solution and get things sorted for you.

Q6. How do I contact BioHack London?

Our customer care team is available via email and live chat 24/7, and you can expect a response within 24 hours.

Email us at Info@BioHackLondon.com, and we’ll get back to you as soon as possible.

To start a live chat, simply tap the chat icon at the bottom corner of your screen.