FREQUENTLY ASKED QUESTIONS
MOST ASKED QUESTIONS
Who are we and what do we do?
Muscle Relief is an online store dedicated to muscle recovery and physical well-being.
We carefully select high-quality products relying on UK & Japan engineering to help athletes, gym-goers, and active people relieve pain, relax their muscles, and improve performance.
Where are your products manufactured?
Our products are manufactured both locally and globally.
We carefully design and engineer the products with our UK and Japan team, and then we select our manufacturing partners to ensure our products are high quality and a fair value.
When will I get my order?
We work hard every day to improve our delivery service. Righ now our average shipping time is between 10-15 days. Our trusted international suppliers provide a tracking number for every order, o you can follow every step.
Despite this standard, sometimes, for excepcional reasons that are out of our hands, the order can take more than 15 days.
How much does shipping cost?
Shipping is completely free once you order more than £40.
Why have we a bottom line to have a free shipping? This allow us to have a better service and bulk shipping services.
How can I cancel my order?
It depends on the shipping status.1. If the order has not been dispatched, you can submit a ticket, Muscle Relief will cancel the order before dispatch.2. If the order has been dispatched, please submit a ticket to recall it. At the same time, you'll need to send an email opening a dispute to customer.musclereliefuk@gmail.com for a refund or resend. Our dispute team will deal with it ASAP.
What is the return policy?
At Muscle Relief, we want you to be completely satisfied with your purchase. That's why we offer a hassle-free return policy:
- 30-Day Return Window: You can return any item within 30 days of delivery for a full refund or exchange, no questions asked.
- Free Return Shipping: We'll cover the cost of return shipping—just contact our support team for a prepaid label.
To initiate a return, simply reach out to us via email at customer.musclereliefuk@gmail.com. Items must be unused, in original packaging, and with proof of purchase. Refunds will be processed within 5-7 business days after we receive the item.
We stand by our products—shop with confidence! For full details, visit our Returns page.
ORDERS & DELIVERY
How do I track my order?
We strive to process and ship orders promptly within 24-48 hours of placement. Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our Tracking Page.
Do you ship to my country
We deliver worldwide. Muscle Relief's orders are shipped with trusted carriers such as DHL, DPD, UPS and local carriers.
What is the delivering time?
We don't like to keep you waiting, therefore your order is processed directly from our Dutch warehouse within 24-48 hours after it being placed.
Orders received on weekdays before 23:00 CEST, are dispatched the same day. Orders placed after this time will be sent on the following day. Weekend orders are scheduled for shipment on Mondays.
The estimated shipping duration as stated in the check out and on our shipping page commences from the day your order is dispatched.
As we move fast it is not possible to make changes or cancel your order after it being placed. In case you do require assistance from us about receiving your order, we are here to assist you. Please contact our Customer Support team for any inquiries; customer.musclereliefuk@gmail.com
Can I cancel or change my order?
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support - customer.musclereliefuk@gmail.com. We're here to assist you in any way we can within the constraints of our rapid processing system.
If the item(s) are not to your liking you can always return them within 14 days
My tracking says my order has been delivered, but I haven´t received it?
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location:Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes:Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier:Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support:If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
I entered a wrong shipping address, what can I do?
If you realize the mistake shortly after placing your order, contact our customer support team immediately - customer.musclereliefuk@gmail.com. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
I haven't received an order confirmation, what should I do?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
RETURN
How can I make a return?
Returning is quick and easy. To request a return, please follow the steps in our Returns Page. If you want to know more about our return policy, please visit our Returns Page.
What are the return costs?
Return costs are your responsibility and may vary depending on the courier and the country of return. The exact return cost will be shown during the steps in the Returns process.
How long does a return take?
Returns are processed as quickly as possible, starting with shipment from your postal office to a consolidation hub and then to our warehouse for inspection. You can track your return’s status via our Return Portal. Refunds can be issued either to a digital gift card, which is the fastest option (2-3 business days after processing), or to your original payment method, which typically takes 7-10 business days. You’ll receive email notifications once your return is processed and the refund is issued.
Where can I find my ordernumber to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a six digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
If you've already initiated the return process and the product is sold out, we'll reach out to you directly. Our team will work with you to find a suitable solution, whether it's selecting a different product, receiving storecredit or exploring other options.
What should I do if a product is delivered fault or damaged?
If you receive a damaged or defective item, please contact us immediately for assistance. Our team will assess your request and opt for the best solution.
What should I do if I wantto return my order outside the return period?
We use a return period of 30 days during which the customer may return his or her package without giving any reason. These 30 days start when the package is received. Please note that the return shipment must be sent back to us within these 30 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.
How long does it take for my return to be processed?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse.
From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.
