FAQ

If you have any questions, feedback, or want to know more about WelleCo products, please email us - we’ll aim to respond within 48 hours, Monday through Friday.

DELIVERY

COVID-19 Updates

International customers note: Travel restrictions out of the UK have caused delays of up to 4-6 weeks. We apologise for any trouble this may cause and please get in touch here if your order hasn’t arrived on time.


To support you taking control of your wellness journey, we continue to process orders with the utmost care. The wellness of you and your family is WelleCo’s greatest priority, especially during this challenging time. Rest assured, your order will be packed with love and is on its way to your front door. We’re in this together, sending lots of love and positive energy.

Do you ship to my area?

We currently ship only ship within the UK from welleco.co.uk.


To shop WelleCo in the US and Canada, visit welleco.com


To shop WelleCo in the EU, visit welleco.eu


To shop WelleCo in Australia, New Zealand, and Asia, visit welleco.com.au

How much does shipping cost?

We offer free shipping on any order over £40.00 shipping within the UK. No promotion code needed!


For orders under £40.00, shipping fees apply. All shipping rates are calculated by the shipping provider based on package weight and zip code/destination. The shipping costs will be displayed during the checkout process along with VAT.

Will I need to pay customs fees?

Taxes and duties are calculated according to your shipping destination. Please ensure you select your location using the drop-down menu on the site and again at the checkout to view the correct local market pricing, delivery times and shipping costs.


When your order arrives at Customs, you will be responsible for paying all import duties, customs, and local sales taxes.

How and where is my order shipped from?

Orders are dispatched from the UK via Royal Mail.

ORDER ENQUIRIES & ISSUES

How can I check my order status and track my delivery?

Once your order has been dispatched, we will send you a shipping confirmation email including your tracking information. You can always track your order by logging in and checking the Order Confirmation page.


Sometimes our emails can end up in your spam folder or ‘Promotions’ tab in Gmail. If you can't find your shipping confirmation email, try searching your inbox for all emails from customerservice@welleco.com. Please keep in mind: Once an order has shipped, tracking information can take up to 48 hours to update. If it’s been over 48 hours without an update, you're unable to locate your shipping confirmation email, or are encountering any other issue, send us an email straight away - we're here for you!

When can I expect to receive my order?

Our processing and dispatch process starts from the moment we get credit card authorisation and verification. We aim to process and dispatch your order within 1-2 business days, Monday through Friday, working closely with our shipping partners to minimize the potential impact of delays through customs for our international customers.

Help! There’s an issue with my order.

If you’ve encountered a problem with your shipping details, delivery, products, or any other issues, we’re here to help! Please send us a message as soon as possible and we'll do our best to amend it.

PAYMENT METHODS

Pricing & Payments

Prices on welleco.co.uk are displayed in GBP. For customers located outside the UK, local taxes and duties may be applicable prior to delivery.


For all purchases outside the UK, while the prices on the website are quoted in GBP, the final payment will be converted to your local currency on your credit card statement, and international payment fees may be charged by your financial institution. WelleCo is unable to advise on customs charges, duties, or other taxes, and we strongly encourage you to source this information prior to placing an order.

Which payment methods do you accept?

WelleCo accepts Visa, Mastercard and American Express. 


PayPal is also available for all international orders. When selecting these options at checkout, you will be directed to the providers’ external websites. Once the payment transaction is complete, you will then return to welleco.co.uk.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What can I do if my payment is declined?

If your payment didn’t go through, that’s okay! Check that your card’s billing details (such as the security code and billing address) match what you’ve entered at the checkout. If the issue continues, please contact us here.

PRODUCTS

Can I take multiple WelleCo products alongside one another?

The Super Elixir™, Nourishing Protein, Sleep Welle Calming Tea and The Super Boosters can be taken, and are encouraged to be consumed, together.


We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

Are WelleCo products gluten free?

Yes! The Super Elixir™, Nourishing Protein, The Super Kids Elixir + Protein, and the Sleep Welle Calming Tea are all gluten free.

Are WelleCo products suitable for vegans?

Yes! The Super Elixir™, Nourishing Protein, The Super Kids Elixir + Protein, and our Sleep Welle Calming Tea are all vegan-friendly.

Do WelleCo products contain GMO ingredients?

None of our WelleCo products are formulated with GMO ingredients.

Do WelleCo products contain sugar?

The Super Elixir™ Original, Lemon & Ginger and Blood Orange flavours are sweetened with stevia and xylitol. They don’t contain any refined sugars. The Super Elixr™ Unflavoured contains no sweeteners. All The Super Elixir™ flavours contain on average 1g of sugar per serve, the sugar is naturally present in the fruit and vegetable powders.


The Nourishing Protein is sweetened with stevia and xylitol. It does not contain any refined sugars. The sugars in this product are naturally occurring in some of the ingredients in the formulation, such as the fruit powders. The Nourishing Protein Vanilla contains a total of 2.4g of naturally occurring sugar per serve while The Nourishing Protein Chocolate contains a total of 4.1g of naturally occurring sugar per serve.


The Super Kids Elixir + Protein is sweetened with low GI coconut sugar, stevia, and xylitol. It contains a total of 3.3g per serve.


For more information on product-specific ingredients, please visit your chosen product page and click the ‘Ingredients’ drop-down tab.

Can I take WelleCo products while on pharmaceutical medication?

We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

Are WelleCo products suitable to take while pregnant or breastfeeding?

WelleCo product formulations contain herbal extracts, including herbs that are known for their detoxing effect. While there is no known reason for concern with consuming these products, please seek advice from your Primary Healthcare Professional to determine if suitable for you during pregnancy or breastfeeding. To help establish if these products are suitable for you during this time, we suggest taking the product ingredient list to your Primary Healthcare Professional. The ingredient lists can be found on the product pages of our website.

Are WelleCo products suitable for children?

The Super Elixir™, Nourishing Protein and Sleep Welle Calming Tea have been formulated for adults and we do not recommend these products for children under 15 years of age. The good news is, we’ve just launched a brand new product, The Super Kids Elixir + Protein - a convenient, all-in-one daily superfood powder to fuel Welle Kids aged 4-16.

What is the difference between The Super Elixir™ flavours?

The Super Elixir™ flavours have almost identical formulations, however the Original contains lime fruit juice powder, pineapple fruit juice powder and natural lime flavour, while the Lemon and Ginger contains grapefruit, ginger, natural lemon flavour and a higher amount of lemon fruit juice powder. Blood Orange flavour contains orange juice and raspberry fruit powder and lastly. Unflavoured contains no additional fruit juice powders, it contains only the super nourishing Super Elixir base found across all formulations.  

What is the best time of day to take The Super Elixir™ and the Nourishing Protein?

We recommend taking your daily serving of The Super Elixir™ each morning or during the day rather than bedtime.

You can take the Nourishing Protein at any time of day that best suits your daily routine. At WelleCo, we enjoy the Nourishing Protein blended in our morning smoothie or mixed with almond milk as an afternoon snack.

How should I store my WelleCo products?

You can transfer The Super Elixir™ and the Nourishing Protein into the Caddy or leave in its resealable refill pouch. If transferring into your glass Caddy, make sure the Caddy is completely dry prior to transferring. Ensure packaging is fully sealed in between uses and stored below 30ºC in a cool, dry place.

SUBSCRIPTION

What is Subscribe and Thrive and how does it work?

A simple routine made even simpler. WelleCo offers subscriptions to your favourite WelleCo flavours of The Super Elixir™, Nourishing Protein and Sleep Welle Calming Tea: your beauty through wellness journey just got even easier. It’s simple:


+ Subscribe | Select the ‘Subscribe’ option on your favourite WelleCo product pages. You’ll enjoy free shipping* and save 20% not only on your first order, but every subsequent delivery after that. 


+ Frequency | Choose your preferred delivery frequency for an uninterrupted, customised wellness journey.


+ Payment | Monthly payment will be processed automatically based on your chosen delivery frequency. Discount applies automatically at the checkout – no code required.


+ Skip, swap, or cancel | Skip or cancel your subscription at any time in your subscription portal. When you cancel, your subscription will not be renewed.


+ Thrive | You’ll love your daily wellness routine and thrive, knowing that your next delivery is on its way.  

Can I subscribe from outside the UK?

To shop WelleCo in the US and Canada, visit welleco.com


To shop WelleCo in the EU, visit welleco.eu


To shop WelleCo in Australia, New Zealand, and Asia, visit welleco.com.au

How do I manage my Subscribe and Thrive Plan?

You can pause, skip, swap, cancel or modify your subscription by logging into your subscription account. To create your profile, find your Order Confirmation email from us, click on ‘Manage Subscriptions’ and simply use the same email address you used to place your purchase—that's very important! 


If you're having any trouble creating your account, simply get in touch via customerservice@welleco.com.

I'm moving, so I need my deliveries sent to a new address—how do I change my shipping information?

It's easy to change your shipping address, select "Subscriptions" from the menu in your portal. Select ‘Edit’ (just to the right of where you see the current shipping address) and save your new information.


Please note: We cannot reroute orders already in transit; however, you may be able to make arrangements with the shipping carrier directly.

I received an email with an offer code—can I apply it to my Subscribe and Thrive order?

Unless stated otherwise, WelleCo offer codes are not valid on subscription orders: only one-time purchases. However, you are free to use your valid, unexpired code on a purchase placed outside of Subscribe and Thrive plan at any time, subject to terms and conditions.

REFUNDS & RETURNS

Can I change or cancel my order?

Please ensure your order is correct prior to placing as we are limited in our ability to amend orders once they have been placed. Our customer service team will do their best to accommodate any changes; however please be aware this is not always possible. To start that process, send us an email straight away.

What is your return policy?

We accept returns and exchanges for unused, sealed products that are in re-saleable condition. As our products are ingestible, we are unable to accept returns of opened or used products.


Making a return or exchange for a product purchased from welleco.com.au is easy! Just make sure you send your unopened product(s) back to us within 28 days of receiving your order together with a copy of your order confirmation. Please notify us of your intention to return by using the contact form to ensure it is processed in a timely manner. Please note shipping a return is at your own cost and we are unable to refund your original order’s shipping cost. Customs duties, taxes and fees are non-refundable through WelleCo. However, you may be able to recover these by contacting your local customs bureau directly.

Can I return products purchased somewhere other than welleco.co.uk?

We are unable to accept returns or exchanges for products other than those purchased directly from us at welleco.co.uk. If you purchased your WelleCo products from one of our other retailers, store, please contact the original company of purchase.

What if my order arrives inaccurate or damaged?

If an item arrives damaged, please email us within 7 days of receipt so we can make arrangements ASAP!

When can I expect my refund?

Refunds will be processed once the return has been received and processed at the respective warehouse. Notifying us of your return prior will ensure we are watching out for your return so it can be processed as efficiently as possible. 


Refunds are processed back to the method of payment used when placing your original order (either Credit Card, PayPal or Afterpay). PayPal refunds are instantaneous, while credit card refunds can take up to 2 weeks from processing to be visible on your credit card statement, depending on your financial institution. Once your return has been processed, you will receive a confirmation via email.

THE COLLAGEN ELIXIR

Can I take The Collagen Elixir alongside other WelleCo products?

The WelleCo Collagen Elixir, The Skin Elixir, Super Elixir ™ Greens, Nourishing Protein and Sleep Welle Calming Tea can be taken, and are encouraged to be consumed, alongside one another. 

We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

What is the difference between The Collagen Elixir and The Aquatic Collagen Super Booster?

The Collagen Elixir has been formulated with a larger serve of sustainably sourced type 1 marine collagen peptides (3500 mg) and it now comes in an unflavoured, unsweetened option to increase versatility. While the formulation still contains Vitamin C from Acerola and Silica, we have upped the game and it now also includes Hyaluronic Acid and Digestive Enzymes to help you achieve your skin goals.  

Any allergens present?

The Collagen Elixir contains fish. The collagen peptides are derived from wild-caught fish skin.

Is The Collagen Elixir gluten free?

Yes, The Collagen Elixir is gluten free.  

Is The Collagen Elixir suitable for vegans and vegetarians?

While The Collagen Elixir is suitable for pescatarians, due to the inclusion of collagen peptides from fish, this product isn’t suitable for vegetarians or vegans.

Does The Collagen Elixir contain GMO ingredients?

No, The Collagen Elixir does not contain any GMO ingredients.

Does The Collagen Elixir contain dairy?

No, The Collagen Elixir does not contain dairy, or ingredients derived from dairy.

Does The Collagen Elixir contain egg, lupin, peanuts, tree nuts, sesame seed or soybean?

The formulation doesn’t include added egg, lupin, peanuts, tree nuts, sesame seed or soybean.

Does The Collagen Elixir contain sugar or sweeteners?

No, The Collagen Elixir does not contain added sugar or sweeteners.  

Does the product contain colours?

Yes, we have included a natural colour from beetroot extract.

How much powder do I take per day?

The recommended serving size is 4 g (two level metric teaspoons) daily with 200 mL of water or your drink of choice. Please follow the directions on pack. Always use a dry spoon and consume within 60 days of opening.  

How many servings per jar?

There are 30 servings (120 g) per jar.

Where are the collagen peptides sourced from?

We conducted many trials to find the best, neutral tasting marine collagen peptides out there. The collagen peptides are from 100% wild-caught cold-water fish skin, which are sustainably sourced from the North Pacific.

Are the collagen peptides tested for heavy metals?

Yes, the premium collagen peptides are tested for heavy metals, and we also test every batch of product for heavy metals to ensure The Collagen Elixir meets our quality requirements.

Why do you include Digestive Enzymes?

We include a Digestive Enzyme Blend of Bromelain derived from pineapple, and Papain from papaya. These protease enzymes break down complex proteins such as collagen, into single amino acids which allow for easier absorption by the body.

Can The Collagen Elixir be added to warm drinks or food?

Yes, The Collagen Elixir can be added to cold and warm drinks, as well as food. The collagen peptides are heat stable and easily dissolve, to maximise the efficacy of the natural Vitamin C and Digestive Enzymes we suggest not adding to boiling water and only warm water.  

Where is The Collagen Elixir made?

The Collagen Elixir is proudly blended and packed in Australia.

Can I take The Collagen Elixir while on pharmaceutical medication or if I have a medical condition?

We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

Is The Collagen Elixir suitable to take while pregnant or breastfeeding?

We recommend speaking to your healthcare professional before use or commencing any new supplement routine during these times to ensure that this product is right for you.

What is the best time of day to take The Collagen Elixir?

You can take The Collagen Elixir at any time of the day. It is very much up to you and your routine!

How should I store The Collagen Elixir?

We suggest storing the powder in the jar below 25°C or 77°F in a cool, dry place away from sunlight. The product doesn’t need to be refrigerated.

Can men take The Collagen Elixir?

Of course!

THE COLLAGEN ELIXIR

Can I take The Collagen Elixir alongside other WelleCo products?

The WelleCo Collagen Elixir, The Skin Elixir, Super Elixir ™ Greens, Nourishing Protein and Sleep Welle Calming Tea can be taken, and are encouraged to be consumed, alongside one another. 

We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

What is the difference between The Collagen Elixir and The Aquatic Collagen Super Booster?

The Collagen Elixir has been formulated with a larger serve of sustainably sourced type 1 marine collagen peptides (3500 mg) and it now comes in an unflavoured, unsweetened option to increase versatility. While the formulation still contains Vitamin C from Acerola and Silica, we have upped the game and it now also includes Hyaluronic Acid and Digestive Enzymes to help you achieve your skin goals.  

Any allergens present?

The Collagen Elixir contains fish. The collagen peptides are derived from wild-caught fish skin.

Is The Collagen Elixir gluten free?

Yes, The Collagen Elixir is gluten free.  

Is The Collagen Elixir suitable for vegans and vegetarians?

While The Collagen Elixir is suitable for pescatarians, due to the inclusion of collagen peptides from fish, this product isn’t suitable for vegetarians or vegans.

Does The Collagen Elixir contain GMO ingredients?

No, The Collagen Elixir does not contain any GMO ingredients.

Does The Collagen Elixir contain dairy?

No, The Collagen Elixir does not contain dairy, or ingredients derived from dairy.

Does The Collagen Elixir contain egg, lupin, peanuts, tree nuts, sesame seed or soybean?

The formulation doesn’t include added egg, lupin, peanuts, tree nuts, sesame seed or soybean.

Does The Collagen Elixir contain sugar or sweeteners?

No, The Collagen Elixir does not contain added sugar or sweeteners.  

Does the product contain colours?

Yes, we have included a natural colour from beetroot extract.

How much powder do I take per day?

The recommended serving size is 4 g (two level metric teaspoons) daily with 200 mL of water or your drink of choice. Please follow the directions on pack. Always use a dry spoon and consume within 60 days of opening.  

How many servings per jar?

There are 30 servings (120 g) per jar.

Where are the collagen peptides sourced from?

We conducted many trials to find the best, neutral tasting marine collagen peptides out there. The collagen peptides are from 100% wild-caught cold-water fish skin, which are sustainably sourced from the North Pacific.

Are the collagen peptides tested for heavy metals?

Yes, the premium collagen peptides are tested for heavy metals, and we also test every batch of product for heavy metals to ensure The Collagen Elixir meets our quality requirements.

Why do you include Digestive Enzymes?

We include a Digestive Enzyme Blend of Bromelain derived from pineapple, and Papain from papaya. These protease enzymes break down complex proteins such as collagen, into single amino acids which allow for easier absorption by the body.

Can The Collagen Elixir be added to warm drinks or food?

Yes, The Collagen Elixir can be added to cold and warm drinks, as well as food. The collagen peptides are heat stable and easily dissolve, to maximise the efficacy of the natural Vitamin C and Digestive Enzymes we suggest not adding to boiling water and only warm water.  

Where is The Collagen Elixir made?

The Collagen Elixir is proudly blended and packed in Australia.

Can I take The Collagen Elixir while on pharmaceutical medication or if I have a medical condition?

We always recommend consulting your Primary Healthcare Professional such as your GP, Naturopath or Nutritionist to discuss your supplementary routine, particularly if you have any underlying health conditions or are on pharmaceutical medication, as they can advise on what's right for your individual needs.

Is The Collagen Elixir suitable to take while pregnant or breastfeeding?

We recommend speaking to your healthcare professional before use or commencing any new supplement routine during these times to ensure that this product is right for you.

What is the best time of day to take The Collagen Elixir?

You can take The Collagen Elixir at any time of the day. It is very much up to you and your routine!

How should I store The Collagen Elixir?

We suggest storing the powder in the jar below 25°C or 77°F in a cool, dry place away from sunlight. The product doesn’t need to be refrigerated.

Can men take The Collagen Elixir?

Of course!