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Sotiris - Independent Lifeplus Associate

Ordering FAQ

You can choose from four easy ways to order

Ordering FAQ

Here are some commonly asked questions and answers about ordering with Lifeplus.

Click on the relevant question and the answer will be displayed along with any links you need.

Can’t find what you’re looking for? You can always give us a call – our friendly Customer Care team is happy to help with any enquiries!

Account with Lifeplus

How do I become a Lifeplus customer?

To become a customer, and order our products, we first like to know who introduced you to Lifeplus. We call this person your sponsor. Anyone ordering our products does so using their own unique PIN (Personal Identification Number) so we’ll ask for your sponsor’s details.

With your sponsor’s name, or PIN, you can register for an online account and create a PIN of your own. Discover how Lifeplus works by watching our short video.

You will always need your Lifeplus PIN when placing an order - either online or by calling us. Remember your billing address should be your primary residence. If you don’t have sponsor details or have an issue registering online please call our friendly Contact Centre team to help you get started.

For more information please visit the link below or contact us.

Create an online account

What is a PIN and how do I get one?

Your PIN, which stands for Personal Identification Number, is created when you open an online account. You can find this on your online account page, in any order confirmation email and on Lifeplus invoices.

If you place your first order by phone or fax we will activate your account to create your PIN.

For more information about your PIN or opening an online account, please contact us or visit the link below:

Create an online account

How can I change details on my account such as addresses or payment method?

Visit the ‘my account page’ to edit your shipping addresses, payment methods and other personal details including your security questions, e-mail address and password. To access ‘my account’ log in using the link listed below or by choosing ‘ordering and help’ -> Ways to Place an Order -> Login to My Account from the navigation bar at the top of any Lifeplus web page. The ‘my account page’ is automatically displayed when you log in. Whilst logged in you can return to it any time by clicking on the ‘my account’ link displayed at the top of each Lifeplus web page.

If you need to change your name or deactivate your PIN please contact us directly so we can advise you on next steps.

Log in to your online account and select the relevant option. To update your payment details select “manage payment method”. To update a shipping address select “Manage addresses.” You need to contact us if you want to change your billing address as this could have an impact on your ASAP order payment or the availability of the products you’ve selected. If you want to change your billing address country we can advise you on which forms you need to complete for this change.

Login to your online account

Ordering

What types of orders are available?

Once you know the product(s) you would like to order and have opened an online account you can place your first order.

There are two types of order:

One-time order

When you place a one-time order you pay our standard prices and standard shipping costs as detailed in our price list and online.

Repeat order – Automatic Shipment Advantage Programme (ASAP)

For products you want to order regularly we offer a great solution. ASAP is our customer loyalty programme. Choose your favourite products and we will dispatch them to you automatically on your preferred date between the 1st and 25th of each month (subject to national holiday and weekend restrictions). You can save on the recommended retail price for some products and get reduced or free delivery depending on the IP value of the products you order.

We offer a 30 day money back guarantee on all orders.

For further information on ordering please refer to our Terms of Sale.

If you have a specific question about placing an order or experiencing difficulties in placing an online order please contact us.

Learn about ASAP

Delivery information

Terms of Sale

What is the ASAP programme and how does it work?

ASAP is a customer loyalty programme offering cost and convenience benefits to customers who use our products regularly. ASAP stands for Automated Shipping Advantage Program and allows those who sign up to receive their Lifeplus products automatically every month.

By joining our ASAP program you can be sure to receive your favourite products every month on a date convenient to you until you decide to change or cancel your ASAP order.

You can save on the recommended price for some products and get reduced or free delivery depending on the IP value of the products you order.

We know what products you want and when you want them so we can schedule your order in advance. This means you can be confident you will never be without the products that are part of your daily health and wellbeing routine.

There is no minimum contract period. You can cancel your ASAP order at any time up to three working days before the processing day by contacting us. Your ASAP processing day is indicated on your invoice. Cancellations take immediate effect unless the request to cancel is received with less than three working days’ notice before the processing day. In such cases the cancellation takes effect the following month.

If you have a question about your ASAP order or how ASAP works please contact us.

For more information, please visit the links below.

Learn about ASAP

Delivery information

What is the ASAP date and how can I change it?

When creating your ASAP order online you choose a preferred processing day. Each month this will be the ASAP date on which your products will be dispatched (or the closest working day if it is a weekend or holiday that month).

Your ASAP’s processing day can be found in the ‘processing day’ section of ASAP Online. To change it simply choose a new one from the dropdown provided. When changing your processing day you will be given the option to have your first order prepared on this new day of the month or shipped to you immediately. Please note that choosing the immediate option suspends your next ASAP shipment and creates an ad hoc order that will be shipped to you as soon as possible.

Any change requests should reach us at least three working days before the processing day of your ASAP order.

If you have a question about your ASAP date please contact us.

For more information please visit the links below.

Learn about ASAP

ASAP management

How can I manage (add or remove) products on my ASAP order online for next dispatch?

You can manage your ASAP order online using ASAP management online.

The products and quantities you selected to include in your ASAP are listed in the ‘products section’ of ASAP Online. Use the search bar in this section for additional products to include or browse our product line using the ‘browse products’ button. To remove a product simply click the product’s ‘remove link’.

To change your ASAP order for the next processing day please select the option “ASAP change” and enter the products you would like included in your next ASAP order. You can enter new products and/or products you’ve ordered before (if you wish to order them again). Once you submit your ASAP changes this new selection is automatically reflected in your next ASAP order.

You need to make any changes to your ASAP order at least three working days before your ASAP processing day.

If you have a question about how to change your ASAP order please contact us.

ASAP management

How can I cancel my ASAP order?

You can cancel your ASAP agreement at any time up to three working days before the due processing day.

To cancel your ASAP order, please contact us and our Customer Service Team will be happy to help you. Alternatively, you can cancel your ASAP online by using our ASAP management tool.

Cancellations take immediate effect unless the request to cancel is received with less than three working days’ notice before the next processing day.

For more information, please visit the links below.

Terms of Sale

Can I place additional orders on top of my ASAP order?

Payment

How do I pay for my online order?

You can either pay via credit card or by direct debit.

When you place your online order you submit the details of your preferred payment method through our secure payment process. You can save these details for future use so you don’t have to fill them in every time you place an order.

If you have already set up a direct debit choose ‘direct debit on file’ as your payment method selection.

If you haven’t yet set up a direct debit you can do so online by entering either your IBAN or your account number and sort code. This option is available for all SEPA countries. This does not include the United Kingdom, Switzerland and Liechtenstein. Please be aware that your bank needs to be SEPA registered in order for us to accept your direct debit details. We do not accept postal accounts or Postpay Evolution in Italy.

You can also set up a direct debit over the phone by contacting our friendly Customer Care team.

You can find more details about payment for your orders in the Terms of Sale , point 13. - How to pay.

How and when do I pay for my ASAP order?

Your ASAP order will be processed using the same payment details you provided when placing your first order. Every month we process payment on or around your ASAP dispatch date. This was set up when you placed your first order.

You can change these payment details at any time by getting in touch with us. Please call us so that we can update your details in our system. If you are managing your ASAP online you may be able to change your payment details using the Manage my ASAP online tool.

Customers can add or change payment methods in ASAP Online.

It’s important that you do not send secure information, such as credit card details, via email.

For more information, please visit the links below.

Learn about ASAP

Online account

How can I set up direct debit for my payments?

If you haven’t yet set up a direct debit, you can do so online by entering either your IBAN or your account number and sort code. This option is available for all SEPA countries. This does not include the United Kingdom, Switzerland and Liechtenstein.

You can also set up a direct debit over the phone by contacting our friendly Customer Care team.

Please be aware that your bank needs to be SEPA registered in order for us to accept your direct debit details. We do not accept postal accounts or Postpay Evolution in Italy.

If you cannot set up your direct debit online, due to country restrictions, please fill out our direct debit form and email it to: info.eu@lifeplus.com. You can also fax us the documents via +44 1480 224 611.

Should you have any questions about this please feel free to contact us and our friendly Customer Care team will help you.

Delivery information and charges

What is the delivery time?

You can order products for delivery to recognised destinations. If you country is not listed in the drop down menu of our website please contact our friendly Customer Care team.

Orders are normally dispatched within 1-2 working days. We aim to fulfil your order by the estimated delivery date to your destination. This should take no longer than 30 days. We select the best possible shipment method for each country.

You can find out country specific information by visiting our Delivery Information section.

Terms of Sale

What is the delivery charge for my order?

Delivery charges vary. They depend on the destination and your type of order - ASAP or one-time order.

If you are an ASAP customer the IP value of your ASAP order will impact the delivery charge you pay. You may be eligible for free or reduced delivery cost on ASAP orders.

If you add at least one product pack or one product with a special ASAP price to your ASAP order then free delivery will apply (this is not dependent on IP value).

If you are not placing an ASAP order then you will pay full standard delivery charges for your one-time order.

You can find out country specific information by visiting our Delivery Information section.

Terms of Sale

How can I track my order?

The estimated delivery time is listed on the delivery information page as well as in the dispatch confirmation which is emailed to you once we have dispatched your order. You will need to have provided us with your email address for us to advise you of order dispatch.

This email also includes a tracking number which allows you to find the delivery status of your order on the courier website. Please note that tracking numbers are not available for all countries.

If you don't have a tracking number for your order, didn’t receive an email notification or haven’t received your parcel after 30 days of the date of your dispatch confirmation email then please contact us with the information about your order details. We will advise you of next steps.

How do I return a product?

If for any reason you are not satisfied with your product you may return it by giving us notice within 30 days from the date you receive your order. Lifeplus offers a 30 day money back guarantee on all products. Please see Terms of Sale, section 8, for details.

You can also find details about our returns process on your invoice.

If this product was added to your ASAP order please remember to remove it for your next delivery.

Does Lifeplus offer a product exchange or replacement if the product is damaged or incorrect?

Yes. Simply notify us when you receive your order and we will arrange this for you.

You’ll need to email us to let us know you have received a damaged or incorrect item. Your email should include:

  • Details of your order
  • Which products you are returning
  • Whether you would like a replacement or a refund

We need to receive returns in the original packaging with a confirmed proof of purchase such as your invoice. Please do not write anything on your invoice.

For more information, please visit the link below.

Terms of Sale

Where do I need to return products?

Returned products must be received by our Customer service returns department (at our return address) in the original packaging with the original proof of purchase (invoice). Please do not write anything on your invoice.

You can also find details about our returns process on your invoice.

If you have a question about sending back your returns, please contact us.

For more information, please visit the links below.

Terms of Sale

Delivery information

When and how will I receive my refund?

We will process any refund due to you as soon as possible. In any case this will be within 14 calendar days of our receipt of your returned products.

Your refund will be processed via the same method of payment used to place the order.

Products cannot be accepted for refund or exchange outside of the 30 day limit unless the products are found to be faulty.

For more details about full refunds and delivery charge refund, please read Terms of Sale, section 8.

If you have any further questions on how refunds are processed, please contact us.

Still need help?

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