Frequently asked questions
General Shop/Ordering Enquiries
General Shop/Ordering Inquiries
How can I contact Customer Service?
If you have any questions please contact Customer Service on 034567 88 999, or via e-mail email@example.com. Our Customer Services department is open from Monday to Friday between 8:00 am-10pm. Saturday-Sunday 9:00am-5pm including public holidays.
What forms of payment do you accept?
Currently we accept Visa (credit or debit) or MasterCard (credit or debit). When you are checking out, you will be prompted to enter your card number for payment.
We also accept PayPal, you will be asked to log into your PayPal account to confirm the transaction.
How do I place an order?
First, add any items you wish to purchase to your Shopping Basket. You can do this by clicking the Add to Basket button for the items you wish to add. When you are ready to place an order, click the Go To Shopping Basket link located on the right side of any page in the WW Shop. After reviewing items in the basket, click the Checkout button at the bottom to begin the checkout process. Please make sure to follow all the steps in the checkout process. If you have a promotional code you will be able to enter the code at the bottom of the checkout page.
When you successfully complete the checkout, you will be directed to an order confirmation page and you will receive order confirmation e-mail.
Please note that we currently accept orders only through the WW Shop. We do not accept orders by phone, fax or email.
How do I use a coupon code?
First, add any items you wish to purchase to your Shopping Basket. You can do this by clicking the Add to Basket button for the items you wish to add. When you are ready to place an order, click the Go To Shopping Basket link located on the right side of any page in the WW Shop.
Is VAT included in the price? How do I get a VAT invoice with my receipt?
All prices are shown inclusive of VAT at the prevailing rate. Please note, we do not issue VAT invoices with your receipt. However, should you wish to receive a VAT invoice, please contact us at firstname.lastname@example.org.
Is your order process secure?
When you are placing an order on the Internet, your security is our number one priority. Our web site uses Secure Socket Layer (SSL) technology, the industry top standard encryption protocol to keep your card information secure.
How can I edit or cancel my order after it has been submitted?
We endeavour to ship items to you quickly, and as a result, after you place an order via the WW Shop, we will not be able to stop your order from being processed. If you are not happy with your order, please follow the instructions as indicated under 'Returns Policy' which is located on the Shop Terms & Conditions page.
Delivery Options and Rates
If you place your order by 1pm on a Business Day, you should receive your delivery within 2-4 Business Days from the date of order
We are not able to accommodate specific time slot delivery at this time. Please leave additional delivery instructions during the checkout process for where to leave your parcel should you not be available to receive the delivery. WW are not liable for the security of products once delivered.
Business Days: Monday - Friday, excluding Bank Holidays within the United Kingdom.
Delivery and handling rates are calculated based on the value of the order being placed. Please refer to the rate charts below for detailed delivery rates.
Standard delivery £3.50
FREE delivery when you spend £25 or over
How do I track my order/check the status of my order?
At the top of the WW Shop page, click on My Account Click on My Orders. From that page, you can view your order history as well as track the status of any current orders.
How do I change my delivery address?
At the top of the WW Shop page, click on My Account. Click on My Address Book. On that page, you can update your Delivery and Billing Address.
How do I make a return?
If you decide to return an item, please follow the instructions on the delivery note sent with your order. For further information on returns and refunds procedures please see Shop Terms & Conditions.
How can I purchase food items that are not offered in the shop?
If you do not find the product you are looking for in the WW Shop it may currently be unavailable. We offer only certain WW products to our Online Subscribers.
For information on where to purchase WW Products at retail locations, visit www.weightwatchersfoods.co.uk.
What should I do if my snack bars arrive and they are melted?
Please note that in warmer weather there is some risk that any products with chocolate may arrive melted. Unfortunately we cannot control the temperature and conditions the bars are exposed to once they leave our distribution centre. These items should return to their normal state if they are allowed to cool or are placed in the fridge. We do not consider these items to be damaged or defective, and the returns policy, as detailed in the Shop Terms & Conditions (located on every page in the WW Shop) does not apply to them.
Can I purchase snacks in smaller/in different pre-packages?
The food products in the WW Shop are only available in the pre-packaged varieties that we offer and cannot be "swapped" for different flavours or broken down into smaller quantities.
Why are you limiting the quantity of an item I want to purchase?
We sell and deliver Shop Products to end user customers for personal use only and such items are not for resale. Therefore, we limit quantities on particular items that can be purchased through the WW Shop.
What happens if an item is out of stock?
When an item is out of stock, we do not offer timetables for availability as we cannot guarantee the delivery date of product into our Distribution Centre. Please check back regularly and when this item becomes available you will be able to add it to your shopping basket.