Help Centre & FAQ

Milky Way Hi-Protein Bars - Inside The Wrapper

GENERAL
DELIVERY
ORDERS
TECHNICAL

WHAT ARE PROTEIN PACKAGE DISCOUNTS?

With Protein Package discounts you can get up to 15% off your order when purchasing more than ten individual products with us. The full breakdown of discount rates is below and can be found on all product pages.

When the criteria are met and you checkout, your discount will automatically be added. If the code hasn't applied, try refreshing the page, next, change the device or web browser to see if that helps. If that still doesn't work, please contact us or use our live chat if you face any difficulties with the discount system so we can generate you a manual code.

PICK AND MIX	DISCOUNT RATE
10 + Items	5% off each item
20 + Items	10% off each item
30 + Items	15% off each item

WHICH PRODUCTS CAN I GET THE PROTEIN PACKAGE PICK AND MIX DISCOUNT ON?

All products on the website can be added to your basket. Individual items can obtain a Protein Package pick and mix discount, you can view all the included items here.

You can add multiple quantities of the same item to receive the discount, keep in mind that your unique discount will be applied at the cart and checkout.

Don't have time to mix and match? Full boxes of the same product are already pre-discounted - you can not get the additional pick and mix discount on top.

IS THIS SOMETHING I NEED TO SUBSCRIBE TO?

There is no need or requirement to subscribe to anything! You can mix and match whenever you wish and gain access to our popular pick and mix discounts. In your account, there's a re-order button so that you can quickly add back your favourite products to your cart when convenient without needing to subscribe.

Some selected lines do give you the option to subscribe to recurring orders on a frequency of your choice. This is not a requirement and pricing is identical to one-off purchases. It's just available in case you regularly buy the same items and want to save time.

CAN I BUY ONE OR TWO PRODUCTS INSTEAD OF BUILDING A PROTEIN PACKAGE?

Yes, sure you can! You just won't get the Protein Package pick and mix discount.

WHERE DO YOU GET PRODUCT INGREDIENTS AND NUTRITIONAL VALUES FROM?

We source all our data directly from the manufacturer or the allocated distributor. We try our best to keep all information up to date, however, we are not responsible for any incorrect information provided on ingredients, allergens and nutritional values - this is due to regular product updates and changes.

We advise you seek information from the manufacturer if you suffer from any allergies and always check the packaging information before consumption.

If you have any dietary requirements, you can use the filter menu to narrow results accordingly to suit your needs.

HOW DO I APPLY MY DISCOUNT?

If you're ordering a pick and mix, your discount should automatically apply at the cart and checkout once you've met the criteria. If your discount is not applying, please try refreshing the page, if that doesn't work, please message us via live chat so we can provide you with a manual code.

If you're purchasing full boxes, these products are already discounted.

If you have a different discount code, you can apply this by

Add the item(s) to your basket.
Proceed to the checkout and enter your code in the discount box.
Hit “apply” to claim the discount.

Please note: You can only use one discount code per order. You can't stack discounts on top of Protein Package discounts.

Some offers such as our "first freebie" deal require you to follow a different process to claim it, please follow those instructions instead of the ones above.

WHO ARE YOUR PRODUCTS SUITABLE FOR?

They're for anyone who wants to eat healthier snacks, make better diet choices, increase daily intake of protein, reduce sugars or just because they taste great! Please remember that our products shouldn't be used to replace whole foods and are mostly nutritional supplements and healthy snacks.

We always recommend talking to your GP, doctor or nutritionist before starting any new diet or lifestyle change.

If you'd like to get some general advice, please make use of our free talk to an expert service where you can chat to one of our friendly team members to get tailored advice and product recommendations.

WHEN DO YOU HAVE PRODUCT RESTOCKS?

We're really sorry if the product you want is currently not available, we try our very best to keep all products in stock but sometimes this just isn't possible.

We don't have set restock dates or times, if there is a product you really want and is currently sold out, we advise signing up to receive back in stock notifications so you get to know before anyone else.

To do this, head to the product you want, scroll down to the "GET A RESTOCK NOTIFICATION" button and click it. Enter your email address and submit the form, you will then get a confirmation message letting you know that you'll get an email when it's back in stock.

If the product has multiple flavours or variants, you may need to use the dropdown menu to pick the specific one you'd like a notification for.

WHERE CAN I SEE ALL THE BRANDS YOU STOCK?

We stock hundreds of unique brands from around the world, you see our full list, please view our brands page.

If you're on a collection, you can also use our filter menu to select the specific brands you like.

CAN I HAVE ITEMS SENT TO SOMEONE AS A GIFT?

How kind! When it comes to gifting, we have loads of options for you to explore.

If you know what they like and wish to place an order, you can chose to have it delivered directly to them by changing the shipping address, we also gift wrap pick and mix orders to add that special touch.

If you'd like the order sheet (that shows the prices you paid) removed from the parcel, just let us know by requesting that in the "special instructions" section on the cart page.

If you're unsure about the products the person you're ordering for likes, why not get them a gift card?

Orders under ten items are not gift wrapped free of charge, please contact us if you want to add gift wrap to a Protein Package under ten items.

HOW CAN I SEARCH FOR ITEMS ON THE WEBSITE?

We have a store-wide search where you can easily look for a specific product or item.

On a desktop or computer, click the magnifying glass in the top right corner of your screen and enter your search query.

On a mobile or tablet, click the menu button in the top left, once the menu opens, click the word "SEARCH" in the top left of the mobile menu and enter your query (on some devices you may have to press the search bar to pull up your keyboard).

WHAT PAYMENT METHODS DO YOU ACCEPT?

At Protein Package we accept all popular payment types including VISA, Mastercard, American Express, PayPal, Maestro and Klarna Pay Later.

We also offer express checkouts that speed up the ordering process by saving your details such as Google Pay, Apple Pay, Shop Pay and PayPal Express.

Credit and debit card payments are subject to validation and authorisation. To better protect our customers when making online payments you may be presented with 3D Secure when paying. This is dependent on your bank and may require you to enter a password, confirm it's you placing the order or enter a security code sent via a text message, email or phone call.

If your payment gets declined, check your text messages or emails as you may need to respond to your bank before it lets you proceed with payment.

We now offer Buy Now, Pay Later options at the checkout which are offered by Klarna Pay Later and PayPal Pay in 3.

HOW DO I BUY AND USE A GIFT CARD?

You can easily order a gift card online by selecting your desired amount.

Gift cards are delivered via email which can be printed, forwarded and/or added to a mobile phone wallet. Once ordered, we will send over instructions on how to redeem it at the checkout - it's super simple.

Protein Package gift cards don't have a set expiry date.

DO YOU OFFER STUDENT OR NHS DISCOUNTS?

We don't offer extra discounts to particular groups or new customers as we offer the same great discounts to everyone.

Get more information on the Protein Package discount system where you can get up to 15% off your whole order.

HOW DOES PAY LATER WITH KLARNA WORK?

We have a dedicated page that specifically covers all the details you'll ever need about Klarna Pay Later.

HOW MUCH IS DELIVERY AND HOW FAST IS IT?

We offer both standard and express delivery options which can arrive in just one working day.

All shipping information including prices can be found on our new and updated delivery page.

Fast delivery to UK addresses is available from just £2.99.

Because we ship fragile food items, all products require high-quality protective packaging, this is the reason we are unable to offer free delivery like some clothing companies do for example.

DO YOU SHIP INTERNATIONALLY?

Yeah, we sure do ship internationally! You can view our most popular destination rates at the bottom of our delivery page. The record distance travelled by a Protein Package is 16,500km to Melbourne, Australia. Can you beat it?

If no shipping methods are available for your location at the checkout, please contact us to arrange it as you may need a bespoke shipping quote.

Please note that not all international shipping services are fully tracked, some will only track once they've passed customs and are in the destination country.

When ordering internationally, make sure you have fully read our shipping policy as much of the liability is passed on to you as the buyer due to customs. We hate to fall back on our terms and conditions so please ensure you understand them before placing an order.

HOW CAN I TRACK MY ORDER?

Once we've generated your shipping label, you'll receive an email or text message with a tracking link to view the status of your parcel with the courier.

You can also get delivery information directly from the order confirmation page or your Protein Package account after signing in (if you checked out as a guest, you will not be able to log in to your account as you didn't create one). If you would like to activate an account, please get in touch and we can send you an account invitation.

If your tracking hasn't been updated yet or is blank, it can take a little while for it to load on the system.

Your order might be coming in multiple parcels due (especially if it's a larger order), if that's the case, you will have been sent more than one tracking email or text. Due to the nature of the courier network, your parcels may get separated in transit and arrive at different times and with different delivery drivers.

HOW LONG DOES IT TAKE YOU TO DISPATCH ORDERS?

We always aim to dispatch orders on the same day, sometimes it can take us a little longer if we're extremely busy.

On international shipments, it does take us longer to dispatch orders as we have to manually fill in customs details.

CAN I HAVE MY ORDER DELIVERED TO A BFPO ADDRESS?

Yes, we ship to all British Forces Postal Office (BFPO) addresses that are listed on the UK government website. Orders are shipped via Royal Mail's standard BFPO service.

WHAT HAPPENS IF I'M NOT IN WHEN MY ORDER ARRIVES?

Ideally, someone needs to be in when your parcel is due to be delivered as we may require a signature. We understand that this isn't always possible so our delivery partner will usually try to deliver three times on three different days.

Please note that couriers now can automatically deliver parcels to a neighbour or leave it in a safe place at your address. This is classed as a successfully delivered parcel. If you don’t want your parcel left in a safe place or with a neighbour, please ensure you notify us by leaving special instructions on the cart page before ordering.

If you have already placed your order, you can update your delivery preferences in-flight with the courier on the tracking page - you may need to enter your postcode to verify it is you making the adjustments.

CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

Yes, that's no problem, we reccommend selecting your place of employment if you're usually at work during the day when most couirers make deliveries. Just ensure you add any additional information such as your department as it's likely it will be delivered to the reception.

CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS?

If the parcel has already been shipped, unfortunately, we have no way to change your delivery address so please ensure you enter the correct one.

If we haven't shipped the order yet, let us know immediately if you notice that you made a mistake. We might have a chance to change the address before it enters the courier network.

HOW DOES PROTEIN PACKAGE APPROACH PACKAGING?

We use the highest quality packaging on the market to ensure that the fragile items we ship arrive in pristine condition.

We use recyclable cardboard boxes and try to best limit the amount of bubble wrap and air-fill used where possible.

WHY HAS MY ORDER BEEN RETURNED TO PROTEIN PACKAGE?

If your order has been returned to Protein Package by the courier, it’s likely to be for one of the following reasons:

The parcel was refused upon the delivery attempt.
The courier was unable to access or safely deliver to the address after three valid attempts.
The delivery address was incomplete.
The parcel was damaged in transit.

We’re very sorry your order hasn’t made it to you. If you’d still like the items, we can happily arrange for the goods to be shipped back out.

WHAT COURIERS DO YOU USE?

We like to give you the choice of which courier you'd like your parcel delivered with. We currently offer the following options at the checkout (this may vary slightly based on your delivery address).

DPD
UPS
Evri (Hermes)
UK Mail
Royal Mail

WHERE IS MY ORDER?

To see the latest status of your order, please refer to the tracking email or text message which includes a tracking link to view the latest delivery updates.

You can also get delivery information from the order confirmation page or your Protein Package account after signing in (if you checked out as a guest, you will not be able to log in to your account as you didn't create one). If you would like to activate an account, please get in touch and we can send you an account invitation.

If your tracking hasn't been updated yet or is blank, it can take around 24 hours for it to load on the courier's tracking system.

If your estimated delivery window has passed and you think there could be a problem, please let us know so we can take a look on our end.

I'VE RECEIVED A DAMAGED OR FAULTY ITEM, WHAT SHOULD I DO?

Oh no, really sorry about that! We take great care in packaging all orders to ensure safe and secure delivery. As we are shipping fragile food and drink items, they can very rarely sustain damage during transit.

If your item(s) have sustained damage that is below our high standards please contact us and let us know right away.

We kindly require two clear images of the damaged item(s) from two different angles of how the goods arrived with you. Please note that if the damaged products have already been disposed of without taking any photographic evidence, we can not assist with processing any form of compensation. It's always best to keep hold of the goods in case we need them returned.

I'VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

Apologies that you received an item which you didn't order, please let us know by getting in touch so we can come up with an appropriate solution for you.

I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?

CAN I CANCEL MY ORDER AFTER I'VE PLACED IT?

Due to the automated shipping system we use and the tight time constraints of dispatching orders, we're unable to cancel orders before they're shipped from our warehouse - please do not place an order if you intend to cancel as we have no way to stop this anymore.

You do have a legal right to cancel your order within 14 days of placing it online. For us to process a full refund on the goods, and to cancel your order, please notify us by emailing contact@proteinpackage.co.uk - include your full name and order reference number in the email.

To proceed with cancellation, request a "return to the sender" when a delivery attempt is made at your address by informing the courier - this is a free service.

If a successful delivery is made to you, you will need to return the goods back to us to cancel the order. Unless the goods are faulty, this return shipping cost will need to be covered by the you.

Shipping fees are non-refundable due to the service being automatically supplied. Refunds are issued upon the goods being back with us in a resellable condition.

WHY HAVE I RECEIVED AN EMAIL SAYING THE ITEM I'VE ORDERED IS OUT OF STOCK?

We're extremely sorry if you've received an email or text message saying one or more of the items you've ordered is out of stock.

When this occurs, it means we thought we had stock of the item when you placed the order. However, when we went to pack your Protein Package order, we realised we didn't have the product available anymore. This could be due to several reasons such as a website inventory bug, a delayed/damaged incoming delivery or human error.

We will always offer you the option of a refund, credit or similar replacement.

If we have tried to make contact with you without success about an out of stock item, we may ship the other items in the order without it and issue a refund. Alternatively, if we have a very similar item of the same value which we think you'll enjoy just as much we might make a swap.

I PLACED AN ORDER BUT DIDN'T GET ANY ORDER CONFIRMATION?

Our order confirmation system is automated, if you've already checked your spam folder, it's most likely that you made a spelling error when entering your details.

Please email us with as much detail about the order you recently placed such as the total value, the product you ordered or your full delivery address for us to locate the order and add your correct contact details. We can then resend all confirmations to your correct address.

WHAT IS YOUR RETURN AND REFUND POLICY?

You can easily view our full return and refund policy on our terms and conditions page.

HAVE YOU RECEIVED MY RETURNED ITEMS?

We may need a couple of days to process your return after it arrives with back with us. If you still haven't heard from us after a few days and your return tracking says delivered, feel free to drop us a message for an update.

WHAT ADDRESS CAN I USE TO RETURN MY ITEMS TO YOU?

Please address returns to Protein Package, Unit 6, Building 15, Stanmore Business Park, Bridgnorth, WV15 5HR, United Kingdom.

I'VE PAID USING PAY LATER WITH KLARNA - HOW DO RETURNS AND REFUNDS WORK?

So as a Buy Now, Pay Later provider, Klarna's returns and refunds do work a little different based on your payment situation.

1. You've already paid off your order in full.

If that's the case, this will be treated like any other refund we process.

2. You've partially paid off your order.

You will get a refund for the balance paid and the rest of the unpaid balance will be removed from the statement system and no longer be due.

3. You've not paid off any of the order yet.

If you've not paid anything yet then your statement will be updated so no payment is due.

If you have any issues with your Klarna statement or refund, please get in touch with them directly for assistance.

I HAVEN'T RECEIVED MY REFUND, IT'S NOT SHOWING IN MY BANK ACCOUNT?

If you haven’t received a refund yet, first check your bank account again to see if you have any pending payments.

Then contact your bank or financial institution, it may take up to ten working days before your refund is officially posted into your account.

If you’ve done all of this and waited ten days but still have not received your refund yet, please contact us at contact@proteinpackage.co.uk.

YOUR WEBSITE ISN'T WORKING?

Nothing annoys the Protein Package team more than a website bug or problem (trust us)!

If it's possible to take a screenshot or recording of the problem please do so and forward it to us via email so we can get it fixed as soon as we can. For any help on identifying bugs or website problems, I'm sure we can sort you out with a few freebies.

If it stops you from placing an order, getting into your account or anything else like that, we have plenty of workarounds on our end to utilise.

Some basic steps to take on your end to see if it fixes the problem would be to:

Clear your website cookies and cache.
Restart your browser.
Update your device to the latest software.
Try using a different device and browser.

WHY WAS MY PAYMENT DECLINED?

This can be due to various reasons. However, online payments are now subject to validation and authorisation checks due to new Strong Customer Authentication (SCA) laws.

Your bank and may now require you to enter a password, confirm it's you placing the order or enter a security code via a text message, email or phone call.

If your payment gets declined, the first thing you should do is check your text messages or emails as you may need to respond to your bank before it lets you proceed with making the payment.

If you're still facing problems, try a different payment method or get in touch with us or your bank.

I'M HAVING TROUBLE SIGNING INTO MY ACCOUNT

That's frustrating - we're here to help!

If you receive an error that says your email address or password isn't recognised, there are a few things worth checking before letting us know:

You are using the same email address and password you registered with.
If you can't remember your password, click the "FORGOT YOUR PASSWORD?" link on the login page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new one if you have an account.
If you don't get this email, you likely placed an order as a guest, and you will not automatically have an account with us, if you want us to create one for you and link it to your order(s), please send us an email with your order numbers included.
If your issue persists, please let us know so we can resolve it for you.

I'VE FORGOTTEN MY PASSWORD, HOW CAN I RESET IT?

Those pesky things! Don't worry, you can easily reset your password from our login page. If you're still having problems, feel free to get in touch.

HOW CAN I MANAGE ANY SUBSCRIPTIONS?

All subscriptions with Protein Package are easy to manage directly from your self-serve account.

To manage your subscription, simply log in to your Protein Package account.

If you haven't logged in to manage your subscription before, please activate your subscription account first.

I’M NOT RECEIVING ANY COMMUNICATION FROM PROTEIN PACKAGE, WHAT SHOULD I DO?

Our order email system is automated, if you've already checked your spam folder, it's most likely that you made a spelling error when entering your details whilst ordering.

Please email us with as much detail about the recently placed order such as the total value, the product you ordered or your full delivery address for us to locate the order and add your correct contact details. We can then resend all confirmations to your correct address.

HOW CAN I SUBSCRIBE TO RECEIVE YOUR NEWSLETTER?

Of course - welcome to the team! You can easily sign-up for our newsletter and get a free product in your next order with us by scrolling down to the bottom of this page and submitting your details in the footer newsletter form.

HOW CAN I UNSUBSCRIBE FROM YOUR EMAILS AND TEXTS?

We're sad to see you go but we understand that circumstances change.

If you'd like to unsubscribe from text messages or emails, simply click the "UNSUBSCRIBE" or "UNSUB" link at the bottom of the communication you received.

I LIVE ABROAD, WILL THE UK VAT BE REMOVED FROM MY ORDER?

If you reside and are ordering to address outside of the UK, orders are treated as zero-rated exports.

You will automatically have the VAT removed but the total amount that you pay for your order will not change.

This is because we take into account the costs of doing business across all jurisdictions and we price our products based on serving all areas. This means everyone gets a single price around the world, regardless of where you live.

Can't find the answer you're looking for and need additional support?