Frequently Asked Questions
How do I shop by range?
To shop from our range simply click on "Shop by Range" button at the top of the page. This will then list the available categories.
Once you select a category name, you will see all the products from that group. You are able to filter the list of products using the filter options on the left hand side. If you cannot find a product or a category, please call our mail order department on 0370 7740 502.
How do I search for products or categories?
Type a product name, ID number or search term into the search bar at the top of the page, and the click on the "Search" button to the right. You will then see a list of products relating to your query. Click on any of the links to see more details about that item and/or place the item in your basket. To bring up a wider range or results, try limiting your search to one word. If you can not find a particular product using the search box, simply email us at firstname.lastname@example.org and we will try to stock the product for you.
What methods can I use to order my products?
You can order online at metrx.co.uk. Unfortunately we are currently unable to process telephone orders.
We accept Visa, Mastercard, Maestro, American Express and Paypal. Sorry, but we are unable to accept Visa Electron.
How can I cancel my order?
If you wish to cancel your order after it has been placed, simply send us an email asking us to cancel your order. If your order has already been processed, you will not be able to cancel your order, please contact our customer services team using at 0370 7740 502
What guarantee do I have with my products?
We are proud of the quality of our products. As such, if you find your goods to be in an unsatisfactory condition, we are willing to offer a refund if the product is returned unopened (within 30 days) to the following address:
Health & Diet Centres Limited
Burton on Trent
This does not affect your statutory rights.
How can I redeem my coupons?
If you have a coupon, you can redeem it on the shopping basket page. There is a coupon box located at the bottom of the page. Simply enter the coupon number and hit "Apply". Once the page refreshes, you will see the coupon deducted from your total amount.
I haven’t got a delivery note in my order?
We have stopped sending these out and have gone paperless with our orders to help us be more sustainable as this is one of our focuses. To see what you have ordered please check your order confirmation email.
How do I return an item?
Our returns process is free and easy. You can return your items into one of our stores for a refund or exchange all you need is a copy of your order dispatch email with a barcode on either printed out or on a device. Alternatively, you can choose which courier you would like to use, print a label and send it back to us. All information can be found in our returns section here.
I don’t have a printer so how can I print my returns label off?
No worries, just get in touch with our customer care team and we can print this off and sent it to you via mail. Just tell us your order number, delivery post code and address that you would like the label sent to.
I’ve received a damaged item. What do I do?
We take great care to ensure your items reach you in good condition. However, if you are unfortunate enough to receive a damaged item, just return it to us and we will happily refund or replace it. Returns can be made direct to store with your order update email with a scan able QR code on alternatively, you can use one of our returns couriers.
How do I find my order number?
Your order will appear on the top of your order confirmation or update email and should look something like 0640031836.
What are browser cookies and how can I enable them?
In order to use the "training wizard" feature of our site, you will need to set your browser to accept cookies.
Q: What are cookies and how does metrx.co.uk use them?
A: A cookie is a small text file that a website places on your computer hard drive when you visit that site in order to provide a more personalised browsing experience.
Q: How can I set my browser to accept cookies?
A: All browsers allow you to change this setting, but where you change it depends on the browser you are using:
If you're using Internet Explorer 5.5 or above+
From the menu at the top of your browser:
Choose Tools, then
Click the "Privacy" tab (called "Security" in Internet Explorer 6)
The default setting is medium, which will allow you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to "Custom," click on the Advanced button and choose accept cookies.
Managing Your Account
How do I create an account?
To create an account, simply select "Log In" at the top of the page. From there, you will be able to register with us. You will also be able to register during your check-out process.
I have forgotten my username or password for my account, what do I do?
If you forget your username or password, simply go to the Sign In screen and choose "forgotten your password". You will then be able to enter your email address and we will email you a link to reset your password within a few minutes.
How can I edit my account information?
If you wish to edit your account information, simply click the "Sign In" button located at the top of the page. Enter your email address and password then click the "Sign In" button. Click on the "Edit" button and change any information you wish to change then click the "Save" button located at the bottom of the page when you are finished.
Can I view my past orders online?
You can view your past orders by clicking on the "Sign In" link on the top of the page, once you have signed in, please click on the "My Orders" button. You will then be able to view all your previous orders.
Delivery and Returns
What information do I need to know about delivery in the UK?
£1.99 delivery charge or FREE Standard delivery to any UK address when you spend £20 or more in a single transaction.
Orders are usually delivered within -34 working days between 8am - 9pm via our selected courier Hermes.
Next Day Delivery
£2.99 delivery charge or FREE Next Day delivery to any UK address when you spend £50 or more in a single transaction.. Order by 8pm for next working day delivery. Orders after 8pm will be delivered on the second working day. Orders placed between 8pm on Friday and 8pm on Sunday will be delivered on Monday.
£1.99 delivery charge or FREE collection to any myHermes ParcelShop when you spend £50 or more in a single transaction. Your local myHermes ParcelShop offers the ideal collection solution for your orders if you aren't at home and do not have a safe place to leave your parcels. Open from early until late, for your convenience.
Orders are usually ready for collection within 4 working days.
What about International delivery?
Our International delivery charge is £6.95 (including Republic of Ireland and Channel Islands). Overseas orders are delivered by Royal Mail or DPD. Please allow 10 working days for delivery.
We currently deliver to any country within the European Economic Area
My delivery has been lost or damaged, what do I do?
Please contact Customer Service on 0370 7740 502. Lines are open from 8:30am until 8:00pm Monday to Friday, from 9:00am to 5:00pm on Saturdays, and from 10:00am to 5:00pm on Sundays.
What do I do if I want to return my product?
We are proud of the quality of our products. As such, if you find your goods to be in unsatisfactory condition, we are willing to offer a refund if the product is returned
Health & Diet Centres Limited
Burton Upon Trent
This does not affect your statutory rights.
What if I no longer want the order?
You can return your unwanted purchases to us for free by simply taking the items to any of our stores, where our colleagues will be happy to help. Please bring your order dispatch email with you as proof of purchase. Alternatively, you can post your unwanted item back to us with one of our couriers.
Information about site security
To ensure that your order is being placed on a Secure Socket Layer, there are several visual clues displayed by your browser, firstly, the address shown in the address bar (at the top of the screen) will begin "https://" these usually appear in the status bar (at the bottom of the screen) in the form of a padlock symbol.