Ordering FAQ

Here you’ll find some of the most commonly asked questions and answers about ordering with Lifeplus.

It’s easy; just click on the relevant question and the answer will be displayed, along with any links you need too.

Can’t find what you’re looking for? You can always give us a call – our friendly team are happy to help you with any enquiries!

Account with Lifeplus

How do I become a Lifeplus customer?

If you’d like to start ordering our products, there’s a couple of bits of information we’ll need from you. Everyone who orders our products does so using their own unique PIN (Personal Identification Number). The first thing we need is your sponsor’s PIN.

Your sponsor is the person who has introduced you to Lifeplus. Using their name or PIN, you can open your online account and create a PIN of your own. To find out more about how Lifeplus works, watch our short video here.

You then place your Lifeplus order using your new PIN. Once your order is processed, that’s it! Your PIN is now activated and you can continue to place orders.

If you’ve set up your account online, but want to place your first order via telephone, you can do this too – just make a note of your new PIN and give us a call.

If you don’t have a sponsor or if you have an issue registering online, just give us a call and our friendly contact centre team will help you get started.

For more information, please visit the links below or contact us

How Lifeplus works

How to order guide

Create an online account

What is a PIN and how do I get one?

PIN stands for Personal Identification Number. Your PIN is created when you open your online account. You can find it on you your online account page, in any order confirmation email and it will also appear on your Lifeplus invoices.

If you placed your first order via telephone or sent it by fax, we will activate your account for you and create a PIN which you may use to order anyway you wish.

If you have further questions about your PIN or opening an online account, please contact us.

For more information, please visit the links below or contact us

How to order guide

Create an online account

How can I change details on my account such as addresses or payment method?

Visit the My account page to edit your billing address, shipping addresses, and payment methods, as well as other personal details, including your security questions, e-mail address, and password. To access My account, first log in by using the link listed below or by choosing Ordering and Help -> Ways to Place an Order -> Login to My Account from the navigation bar at the top of any Lifeplus web page. The My account page is automatically displayed when you log in; however, you can return to it at any time by clicking on the My account link that is displayed at the top of each Lifeplus web page when you are logged in.

If you change your name, or if you would like to deactivate your PIN for any reason, please contact us directly and we will advise you on next steps.

If some of your personal details have changed, you will need to update your online account.

First, you’ll need to log in to your online account and select the relevant option: to update your payment details, click “Manage Payment method”, to update a billing or shipping address, click “Manage addresses.” Remember your billing address should be your primary residence.

You will need to contact us if you change your billing address country. This could have an impact on your ASAP order payment or the availability of the products you’ve selected. By contacting us we can advise you of which forms you will need to complete for the new billing address country.

If some of your personal information has changed, such as your married name or you need to deactivate your PIN for any reason, please contact us and we will advise you on next steps.

Login to your online account

Ordering

What types of orders are available?

Once you know the product(s) that you would like to order and you have opened your online account, you can place your first order.

There are two types of order:

One-time order

When you place a one-time order, you pay our standard prices and standard shipping costs as detailed in our price list and online.

Repeat order – Automatic Shipment Advantage Programme (ASAP)

For products you want to order regularly, we have a great solution. ASAP is our customer loyalty programme. You choose your favourite products and we send them to you automatically on your preferred date between the 1st and 25th of each month (subject to national holiday and weekend restrictions). You can save on the recommended retail price for some products and get reduced or free delivery depending on the IP value of the products you order.

We offer a 30 day money-back guarantee on all orders.

For further information on ordering please refer to our Terms of Sale

If you have a specific question about placing your order or you are experiencing difficulties in placing your online order, please contact us.

You can also visit our "How to order guide" for a simple overview of placing an order online.

How to order guide

Learn about ASAP

Delivery information

Terms of Sale

What is the ASAP program and how does it work?

ASAP is a customer loyalty program that offers cost and convenience benefits to customers who use our products regularly. ASAP stands for Automated Shipping Advantage Program which allows those who sign up to receive their Lifeplus products every month automatically.

By joining our ASAP program you can be sure that you receive your favourite products every month on a date convenient to you until you decide to change or cancel your ASAP order.

You can save on the recommended price for some products and get reduced or free delivery depending on the IP value of the products you order.

We know what products you want and when you want them so we can schedule your order in advance which means you can be confident you will never be without the products that are part of your daily health and wellbeing routine.

There is no minimum contract period and you may cancel your ASAP order at any time up to at least 3 working days before the processing day by contacting us (your ASAP processing day is indicated on your invoice). Cancellations will take immediate effect unless the request to cancel is received less with than three working days’ notice before the processing day I which case it will take effect from the next processing day.

If you have a question about how ASAP works or your own ASAP order, please contact us.

For more information, please visit links below.

Learn about ASAP

How to order guide

Delivery information

What is the ASAP date and how can I change it?

When you create your ASAP order online, you choose a preferred processing day. Each month, this will be the ASAP date on which your products will be dispatched to you (or the closest working day if it is a weekend or holiday that month.)

Your ASAP’s processing day can be found in the Processing day section of ASAP Online. To change your processing day, simply choose a new one from the dropdown in this section. When you change your processing day, you are given the option of having your first order prepared on this new day of the month or shipped to you immediately. Please note that choosing the immediate option suspends your next ASAP shipment and creates an ad hoc order that will be shipped to you as soon as possible.

Any change requests should reach us at least three working days before the processing day of your ASAP order.

If you have a question about ASAP date, please contact us.

For more information, please visit links below.

Learn about ASAP

How to order guide

ASAP management

How can I manage (add or remove) products on my ASAP order online for next dispatch?

The products you have selected to include in your ASAP, as well as the quantities you have chosen, are listed in the Products section of ASAP Online. Use the search bar in this section to search for additional products to include, or browse our product line using the Browse products button. To remove a product, simply click the product’s Remove link.

You can manage your ASAP order online using the ASAP management online.

To change your ASAP order for the next processing day, please select the option “ASAP change” and enter the products you would like to be included in your next ASAP order. You can enter new products which you haven’t ordered before and/or products you’ve ordered previously (if you wish to order them again). Once you submit your ASAP changes, this new selection will automatically be reflected in your next ASAP order.

You will need to make any changes to your ASAP order at least three working days before your ASAP processing day.

If you have a question about how to change your ASAP order, please contact us.

For more information, please visit links below.

How to order guide

ASAP management

How can I cancel my ASAP order?

You may cancel your ASAP agreement any time up until at least three working days before the due processing day.

To cancel your ASAP order, please contact us and our Customer Service Team will be happy to help you.

Cancellations will take immediate effect unless the request to cancel is received less than three working days’ notice before the next processing day.

For more information, please visit links below.

Terms of Sale

Online ordering

Cancelation form

Payment

How do I pay for my online order?

When placing your online order, you’ll submit the details of your preferred payment method through our secure payment process. You can save these details for future use so you don’t have to fill them in every time you place an order.

You can also pay by direct debit. If you have already set up a Direct Debit, choose ‘direct debit on file’ as your payment method selection.

If you haven’t yet set up a direct debit, please contact us.

(Germany only)

If you haven’t yet set up a direct debit, you can set one up online by clicking here or by contacting us

You can find more details about payment for your orders in the Terms of sale, point 13. - How to pay.

For more information, please visit links below.

Terms of Sale

How and when do I pay for my ASAP order?

Your ASAP order will be processed using the same payment details you provided when placing your first order. Each month, payment will be processed on or around your ASAP dispatch date – again, this will have been set up when you placed your first order.

You can change these payment details at any time by getting in touch with us. Please call us that we can update your details in our system. If you are managing your ASAP online you may be able to change your payment details using the Manage my ASAP online tool.

Customers can add or change payment methods in ASAP Online.

It’s important that you do not send secure information, such as credit card details via email.

For more information, please visit links below.

Learn about ASAP

Online account

How can I set up direct debit for my payments?

In order to set up a direct debit with us, you need to complete a Direct Debit form and send it to us by fax or email.

Some countries require an authorisation of a direct debit form from the bank. This will need to be obtained before sending it to us. As the process varies by country, please contact us for details.

(Germany only)

If you haven’t yet set up a direct debit, you can set one up online by clicking here or by contacting us

For more information, please visit links below.

Direct debit form

Delivery information and charges

What is the delivery time?

You can order products from our website for delivery to a destination outside the United Kingdom. All products are shipped from our logistics centre in the UK.

Orders are normally dispatched within 1-2 working days and we aim to fulfil your order by the estimated delivery date to your destination but at least within 30 days and we select the best possible shipment method for each country.

You can find out country specific information by visiting our Delivery Information section

Delivery information

Terms of Sale

What is the delivery charge for my order?

Delivery charges vary, depending on the destination and on your type of order: ASAP order or one-time order.

If you are an ASAP customer, the IP value of your ASAP order impacts the delivery charge you will pay. You may be eligible for free delivery on ASAP orders.

If you add at least one product pack or one product with a special ASAP price to your ASAP order, free delivery will apply (this is not dependent on IP value).

If you are not placing an ASAP order, you will pay full standard delivery charges for your one-time order.

You can find out country specific information by visiting our Delivery Information section

Delivery information

Terms of Sale

How can I track my order?

The estimated delivery time is listed on the delivery information page as well as in the dispatch confirmation which is emailed to you once we have dispatched your order. You will need to have provided us with your email address for us to advise you of order dispatch.

This email also includes a tracking number which allows you to find the delivery status of your order on the courier website. Please note that tracking numbers are not available for all countries.

If you don't have a tracking number for your order, didn’t receive an email notification or have not received your parcel after 30 days of the date of your dispatch confirmation email, please contact us with the information about your order details and we will advise you of next steps.

For more information, please visit links below.

Delivery information

How do I return a product?

If for any reason you are not satisfied with your product, you may return it by giving us notice within 30 days from the date you receive your order. Lifeplus offers a thirty day money back guarantee on all products. Please see Terms of Sale, section 8, for details.

You can also find details about our returns process on your invoice.

Please note our return address which is included in Terms of Sale, point 8.9.

For more information, please visit links below.

Terms of Sale

Cancelation form

Delivery information

Does Lifeplus offer a product exchange or replacement if the product is damaged or incorrect?

Yes, simply notify us when you receive your order and we will arrange this for you.

You’ll need to email us to let us know you have received a damaged or incorrect item. Your email should include:

  • Details of your order
  • Which products you are returning
  • Whether you would like a replacement or a refund

We need to receive returns in the original packaging with a confirmed proof of purchase, such as your invoice. Please do not write anything on your invoice.

For more information, please visit link below.

Terms of Sale

Where do I need to return products?

Returned products must be received by our Customer service returns department (at our return address) in the original packaging with the original proof of purchase (invoice). Please do not write anything on your invoice.

Our return address is included in Terms of Sale, section 8.9.

If you have a question about sending back your returns, please contact us.

For more information, please visit links below.

Terms of Sale

Delivery information

When and how will I receive my refund?

We will process any refund due to you as soon as possible and, in any case, within 14 calendar days of our receipt of your returned products.

Your refund will be processed via the same method of payment as you used to place the order.

Products cannot be accepted for refund or exchange outside of the 30 day limit unless the products are found to be faulty.

For more details about full refunds and delivery charge refund, please read Terms of Sale, section 8.

If you have any further questions on how refunds are processed, please contact us.

Terms of Sale

Still need help?

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If you can’t find the answer you are looking for, please contact us.

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