Shipping policy

Last updated: 29 April 2026

This Shipping Policy explains how pCOMP Ltd, trading as Nature’s Code Nutrition ("Nature’s Code", "we", "us" or "our"), handles delivery of products, test kits, sample returns and related services.

This policy should be read together with our Terms of Service, Privacy Policy, Refund and Cancellation Policy, DNA Testing and Personalised Nutrition Consent, and any product-specific, test-specific, subscription-specific or country-specific information shown at checkout or kit activation.

1. Who we ship to

We currently ship to the United Kingdom and selected European Union or European Economic Area countries where our products and services are available.

Availability may vary by country. Some products, DNA kits, sample return services, subscriptions, personalised supplementation, reports or add-ons may not be available in every country.

We may restrict, delay, cancel or refuse orders to certain countries or regions if we are not able to meet applicable legal, regulatory, customs, product safety, labelling, supplement, health claim, logistics, data protection, lab or supplier requirements.

2. Order processing times

We aim to process orders as quickly as possible.

Unless stated otherwise on the product page or at checkout:

  • orders are usually processed within [1 to 3 working days]

  • orders placed after 2pm may be processed on the next working day

  • orders placed on weekends or public holidays may be processed on the next working day

  • personalised, subscription, pre-order, bundled or test-kit orders may take longer

Processing time is the time it takes us to prepare your order for dispatch. It is separate from delivery time.

If an order contains multiple products, we may ship items separately.

3. Estimated delivery times

Delivery estimates will be shown at checkout where available.

As a working guide:

Destination Estimated delivery time after dispatch
United Kingdom standard delivery [2 to 5 working days]
United Kingdom express delivery, if available [1 to 2 working days]
EU / EEA standard delivery [5 to 12 working days]
EU / EEA tracked delivery, if available [3 to 10 working days]

These timeframes are estimates only and are not guaranteed.

Delivery may take longer during busy periods, public holidays, customs processing, postal disruption, courier disruption, severe weather, product shortages, lab or supplier delays, or events outside our reasonable control.

4. Delivery charges

Delivery charges will be shown at checkout before you place your order.

Delivery charges may vary depending on:

  • destination country

  • order value

  • delivery method

  • product type

  • subscription type

  • whether the order includes a DNA test kit, sample return materials or personalised products

  • promotional offers or free-shipping thresholds

If you use a discount code or promotion, delivery charges may still apply unless the promotion specifically includes delivery.

5. Delivery within 30 days

Unless we agree a different delivery time with you, we aim to deliver goods without undue delay and within 30 days of accepting your order.

If delivery is delayed, please contact us so we can investigate. Your legal rights are not affected.

6. Delivery address and customer responsibility

You are responsible for providing a complete and accurate delivery address.

Please check your order details carefully before submitting your order.

We are not responsible for delays, failed delivery, loss or additional charges caused by:

  • incorrect or incomplete address details

  • missing flat, apartment, building or access information

  • failure to collect from a delivery point

  • refusal of delivery

  • failure to respond to courier or customs requests

  • local delivery restrictions

  • inability to access the delivery address

If an order is returned to us because of an incorrect address, failed delivery, refusal, non-collection or unpaid customs charges, we may charge you for redelivery or deduct reasonable costs from any refund where permitted by law.

7. UK delivery

For UK orders, delivery options and charges will be shown at checkout.

UK delivery may be handled by Royal Mail, courier providers, fulfilment partners or other delivery services.

Where tracking is available, tracking details may be provided by email or through your account.

8. EU and EEA delivery

For EU and EEA orders, delivery options and charges will be shown at checkout where available.

EU and EEA orders may be subject to customs checks, import controls, local product restrictions, import VAT, duties, handling fees, courier fees or other local charges.

Unless we expressly state at checkout that taxes, duties and import charges are included, you are responsible for paying any import VAT, customs duties, taxes, handling fees or local charges that apply in your country.

We are not responsible for delays, refusal, seizure, return, non-delivery or additional costs caused by customs, border checks, import controls, local product restrictions, failure to pay local charges, or failure to provide information requested by customs or delivery providers.

If a product cannot lawfully be imported into or delivered in your country, we may cancel the order and refund you where appropriate, less any non-refundable costs that we are legally permitted to deduct.

9. Product restrictions by country

Nutrition products, supplements, DNA kits, sample return services and personalised recommendations may be subject to country-specific rules.

This means that products, ingredients, doses, pack sizes, labelling, warnings, claims, subscriptions, test services, sample return options and personalised supplementation may differ between the United Kingdom, European Union, European Economic Area and other markets.

We may restrict, adapt or cancel products or services for particular countries where necessary for legal, regulatory, customs, product safety, labelling, supplement, health claim, logistics, lab, data protection or supplier reasons.

10. DNA test kit delivery

If you order a DNA test kit, we will send the kit to the delivery address you provide, unless another delivery method is shown at checkout.

Your kit may include:

  • sample collection materials

  • instructions

  • kit ID or activation details

  • sample return packaging or instructions

  • consent or activation steps

You must read and follow the kit instructions carefully.

You must complete any required kit registration and consent steps before we can process your sample and generate a personalised report.

11. Returning your DNA sample

Sample return instructions will be provided with your kit or during kit activation.

Depending on your location and the product purchased, sample return may be:

  • prepaid

  • included in the kit price

  • arranged through a specific postal or courier method

  • paid separately by you

  • unavailable in certain countries

You are responsible for collecting, sealing, packaging and returning your sample in accordance with the instructions provided.

If you do not follow the instructions, your sample may be delayed, rejected, contaminated, damaged or unsuitable for processing.

We are not responsible for samples that are lost, delayed, damaged, contaminated or rejected because of incorrect collection, incorrect packaging, incorrect labelling, postal disruption, customs restrictions, prohibited items rules, failure to follow instructions or use of an unsupported return method.

12. Lab processing and report timelines

Delivery of a DNA test kit is separate from lab processing and report generation.

After your sample reaches the lab, processing and report generation may take additional time.

Estimated report timelines may vary depending on:

  • sample quality

  • lab capacity

  • batch timing

  • quality control checks

  • data transfer timing

  • technical issues

  • missing consent or registration information

  • incomplete customer profile information

  • country-specific restrictions

Any report timeline shown on our website, in emails or in your account is an estimate only and is not guaranteed.

If your sample cannot be processed, we may offer a replacement kit, reprocessing, credit or refund depending on the circumstances and our Refund and Cancellation Policy.

13. Subscriptions and recurring deliveries

If you subscribe to recurring products, stage-based plans or personalised supplementation, delivery frequency, timing and charges will be shown at checkout or in your subscription account.

You are responsible for keeping your delivery address, payment information, life stage, pregnancy stage, due date, preferences and suitability information up to date.

If a subscription order has already been processed, dispatched, personalised or prepared for fulfilment, we may not be able to cancel or change that shipment.

We may pause, delay, adapt, substitute or cancel a subscription delivery where products are unavailable, unsafe, unsuitable, restricted in your country, affected by payment failure, or subject to supplier, logistics, regulatory or product safety issues.

14. Pre-orders, bundles and personalised products

Some products may be sold as pre-orders, bundles, personalised packs or made-to-order products.

Estimated dispatch dates for these products are not guaranteed and may change because of supplier delays, ingredient availability, safety checks, formulation changes, labelling requirements, regulatory requirements or other operational factors.

Where a personalised product has entered production, preparation, personalisation or fulfilment, cancellation or return rights may be limited as explained in our Refund and Cancellation Policy.

15. Tracking your order

Where tracking is available, we will provide tracking information by email, SMS, account notification or another method.

Tracking information may take time to update after dispatch.

If your tracking has not updated for several working days, please contact us using the contact details on our website.

16. Missing, delayed or lost orders

If your order has not arrived within the estimated timeframe, please check:

  • the delivery address on your order confirmation

  • tracking information, if available

  • any courier delivery notes or collection instructions

  • whether customs, import charges or local delivery requirements apply

  • whether someone else at the address accepted the parcel

If you still cannot locate your order, contact us at support@naturescode.uk.

We may ask you to confirm your delivery address, order number, tracking details, delivery communications and any relevant evidence.

If an order is confirmed as lost because of our error or courier error, we will normally offer a replacement or refund, subject to availability and applicable law.

If an order is delayed, returned or lost because of incorrect information, non-collection, refusal, unpaid import charges, customs restrictions or failure to follow delivery instructions, our ability to refund or replace may be limited.

17. Damaged, faulty or incorrect items

Please inspect your order when it arrives.

If an item is damaged, faulty, missing or incorrect, contact us as soon as possible at support@naturescode.uk.

Please include:

  • your order number

  • a description of the issue

  • photographs of the item, packaging and delivery label where relevant

  • batch number or expiry date where relevant

Do not use a product if you believe it is damaged, contaminated, unsafe or incorrect.

We may offer a replacement, refund, credit or other remedy depending on the circumstances and your legal rights.

18. Failed delivery, refusal and non-collection

If a parcel is returned to us because delivery failed, you refused delivery, you did not collect it, the address was incorrect, import charges were unpaid, or customs information was not provided, we may contact you to arrange redelivery.

We may charge for redelivery or deduct reasonable delivery, return, handling, customs or fulfilment costs from any refund where permitted by law.

If the returned item is a hygiene-sensitive product, personalised product, activated DNA kit, used kit or time-sensitive item, refund rights may be limited as explained in our Refund and Cancellation Policy.

19. Risk and ownership

For physical products, risk passes to you when the product is delivered to the address you provided, unless the law requires otherwise.

Ownership passes to you once we have received full payment and the product has been dispatched, unless the law requires otherwise.

For DNA samples returned to us or our lab partner, you are responsible for following the return instructions and using the required or recommended return method.

20. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including:

  • postal or courier disruption

  • customs or border delays

  • import or export restrictions

  • supplier shortages

  • ingredient shortages

  • lab capacity issues

  • technology outages

  • severe weather

  • public holidays

  • strikes or industrial action

  • public health events

  • regulatory changes

  • government action

  • war, terrorism, civil unrest or other emergencies

Where an event outside our control affects your order, we will take reasonable steps to minimise the impact where practical.

21. Changes to this Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our products, services, delivery partners, lab partners, countries served, laws or business operations.

The latest version will be posted on our website.

22. Contact us

For shipping, delivery, sample return or order questions, contact:

pCOMP Ltd trading as Nature’s Code Nutrition
Company number: 15460621
Registered office: 124 City Road, London, Greater London, United Kingdom, EC1V 2NX
Customer support: support@naturescode.uk

For privacy questions, contact privacy@naturescode.uk.