Contact
Contact Fornelo Health Ltd about an order, delivery, product information or a return. We aim to reply during our published hours, and we would rather give you a clear, honest answer a little later than a vague one immediately. Most enquiries relate to order status, delivery timing, the pay-on-delivery process or a question about the ingredient list, and our small support team handles each of these directly rather than through an automated queue.
Fornelo Health Ltd
Because Fornelo Health Ltd operates on a pay-on-delivery basis, most contact happens either before an order is confirmed by phone, or shortly after a parcel has been dispatched. To help our team locate your details quickly, it is worth having your full name, the phone number used on the order form, and — if you already have one — your delivery reference to hand before you call or email. This alone accounts for the majority of the time it takes to resolve a query, so a little preparation goes a long way.
| Enquiry type | Best contact method | Typical response time |
|---|---|---|
| Order status or delivery timing | Phone, Mon–Fri 9:00–17:30 | Immediate during hours |
| Product or ingredient questions | Email: [email protected] | Within 1 working day |
| Cancel before dispatch | Phone (fastest) or email | Same working day if before 2pm |
| Returns and refunds | Email with order details | Acknowledged within 2 working days |
| Written complaint | Post or email | Substantive reply within 5 working days |
Have your name and phone number ready so we can locate a request and explain its current status. If your order was placed within the last two hours, please allow a little time for it to appear in our system before calling, as phone confirmations are processed in the order they are received.
For regional estimates, charges and payment details, see the Delivery page before contacting us. If a parcel has not arrived within the upper end of the estimated window, our team can raise an enquiry directly with the courier on your behalf.
Email [email protected] or write to 74 Cavendish Road, London, SW12 0DG. Written correspondence is useful for anything that benefits from a paper trail, such as a return request or a formal complaint.
"Calling ahead of a delivery, rather than only afterwards, is by far the quickest way to sort out an address change or a missed slot."
We regularly ask our support team what separates a quick resolution from a slow one, and the answer is almost always the same: contacting us early, with the right details, and through the most appropriate channel for the type of question being asked. A phone call is best for anything time-sensitive, such as a delivery that has not arrived within its estimated window or a change needed before dispatch. Email is better suited to matters that involve documentation, such as a return, a refund, or a written complaint that you would like recorded.
Fornelo Health Ltd, Company No. 09847401, registered in England and Wales at 74 Cavendish Road, London, SW12 0DG. VAT registration number GB 274 8831 11.