Question 1

How long will my order take to arrive?

Accepted Answer

Orders placed before 2pm dispatch the same business day via Royal Mail Tracked 24. Most UK addresses receive their order the next working day. Orders placed at weekends or on bank holidays go out on the next business day.

Question 2

How much is shipping?

Accepted Answer

£4.99 flat for Royal Mail Tracked 24. Free on orders over £75. We currently ship to UK addresses only.

Question 3

How are orders packaged?

Accepted Answer

Orders are dispatched in plain packaging suitable for laboratory deliveries.

Question 4

Can I track my order without logging in?

Accepted Answer

Yes. Use the Track Order page with your order number and the email you used at checkout.

Question 5

Do you ship outside the UK?

Accepted Answer

Not currently. Stock is held in the UK and only ships within the UK. We may expand to EU shipping in future.

Question 6

How is purity verified?

Accepted Answer

Every batch is tested for identity and purity (98%+) at source before it reaches our UK stock.

Question 7

How should I store peptides?

Accepted Answer

Lyophilised peptides keep best at -20°C (a regular freezer is fine) — store away from moisture and direct light. Once reconstituted, store at 2-8°C and use within the timeframe on the datasheet (usually 2-4 weeks).

Question 8

Why are some products listed as "Out of stock"?

Accepted Answer

We hold tight stock levels to avoid carrying batches close to their use-by date. If something you want is out of stock, drop us a line via the contact form and we can let you know when it returns.

Question 9

Why is this for "research use only"?

Accepted Answer

Our products are supplied as research chemicals under UK regulations. They are not authorised as medicines for human or veterinary use, food supplements, novel foods, or controlled substances. They are sold strictly for in-vitro laboratory research by qualified professionals.

Question 10

Do you provide dosage or reconstitution advice?

Accepted Answer

No. HelixCore does not provide dosing, reconstitution, injection, administration, cycle, treatment, veterinary, bodybuilding, cosmetic, anti-ageing, recovery, or self-use advice. Enquiries of this nature will not be answered. Products are supplied strictly for in-vitro laboratory research by qualified professionals.

Question 11

Can I request testing documentation?

Accepted Answer

For specific batch-verification needs, email hello@helixcore.co.uk with your order number and we can discuss what is available.

Question 12

What payment methods do you accept?

Accepted Answer

We accept bank transfer and approved pay-by-bank methods. Payment instructions are emailed to you at checkout. Card payments are not currently available — standard card processors decline merchants in our category.

Question 13

How long does bank transfer take to clear?

Accepted Answer

UK bank transfers typically clear in 1–2 business days. Pay-by-bank (Open Banking) clears the same day. Orders dispatch within 1 business day of payment clearing.

Question 14

Do you store my payment details?

Accepted Answer

No. Bank transfer details are reconciled against your order number and held only as long as required for accounting purposes (7 years under UK tax law). We never see or store card details.

Question 15

What happens if I pay the wrong amount?

Accepted Answer

Email hello@helixcore.co.uk with your order number and the bank reference. We will refund any overpayment within 14 days, or request a top-up for any shortfall before dispatch.

Question 16

Can I return a peptide if I change my mind?

Accepted Answer

You have 14 days from receipt to cancel your order under UK Consumer Contracts Regulations. However, if the seal on the vial has been broken, we cannot accept it back for health and hygiene reasons (regulation 28 exemption). See our Returns & Refunds policy for full details.

Question 17

What if my order arrives damaged or wrong?

Accepted Answer

Email returns@helixcore.co.uk within 48 hours with your order number and a photo if possible. We'll replace it or refund in full, and we cover the return postage.

Question 18

How long does a refund take?

Accepted Answer

We refund to your original payment method within 14 days of receiving the returned item. Banks typically take a further 3–5 business days to show the credit on your statement.

Question 19

Why was my order cancelled?

Accepted Answer

HelixCore may cancel orders where eligibility, intended use, or delivery information cannot be verified — for example: failed address verification, mismatched billing/delivery details, indication that the order is intended for human/veterinary/self-administration use, or anything else flagged by our anti-diversion checks. Cancelled orders are refunded in full. If you believe a cancellation was made in error, contact hello@helixcore.co.uk with your order number.

Question 20

Do I need an account to order?

Accepted Answer

No, you can checkout as a guest. Creating an account lets you view order history, track shipments, save addresses, and earn referral credit. Account creation is free and takes ~30 seconds.

Question 21

How can I contact your team?

Accepted Answer

Email hello@helixcore.co.uk for general queries, compliance@helixcore.co.uk for regulatory questions, returns@helixcore.co.uk for returns. We aim to reply within one business day. Live chat is rolling out shortly.

Question 22

Can I refer a friend?

Accepted Answer

Yes — once you have an account, head to "Refer a friend" in your account area. They get 15% off their first order over £40, and you get £10 credit when their order completes. Max £100 credit per month.

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