Phone
Mon–Fri 9:00–17:30. Closed on weekends and UK public holidays.
We are here to help.
Balmevo Health Ltd is a small, Edinburgh-based team, and we would rather you spoke to a real person than waited on a chatbot. Whether you have a question about an order that has not yet been confirmed, a delivery that is running later than expected, a return you would like to arrange, or a detail about the CoQ10 200 ingredient table that is not clear from the packaging, the quickest route is almost always the telephone number below. We keep our contact channels deliberately simple: one phone line, one email address and one postal address, all answered by the same small customer service team rather than being routed through an anonymous call centre.
This page sets out exactly how to reach us, what information helps us answer faster, what to expect in terms of response times, and how to escalate a concern if you feel it has not been resolved. We have tried to write it the way we would want a supplier to write it for us: plainly, with realistic timeframes, and without vague promises we cannot keep.
We aim to reply within one working day, and always within two.
Postal address
Balmevo Health Ltd
22 Princes Street
Edinburgh, EH2 2AN
United Kingdom
What we can help with
Most enquiries fall into a handful of categories, and knowing which one applies to you will help our team route your call or email correctly the first time. Order-related questions cover anything from before your CoQ10 200 has been dispatched: confirming your address, changing a phone number, or asking about the pay-on-delivery process itself. Delivery questions cover anything after dispatch, including tracking updates, missed couriers, or a parcel that has not arrived within the estimated window shown on our delivery page. Returns and cancellations cover the fourteen-day withdrawal period under the Consumer Contracts Regulations 2013, which we explain in full on our returns policy page. Product and ingredient questions cover the dosage table, capsule format, storage advice and allergen information. Finally, data protection and privacy questions cover anything to do with how your personal data is collected, stored and used, which is set out in detail in our privacy policy.
- Order confirmation, changes to name, address or phone number before dispatch
- Delivery tracking, missed courier visits and re-delivery arrangements
- Returns, cancellations and refund status under the fourteen-day withdrawal period
- Product composition, dosage, storage and allergen questions
- Invoices, VAT queries and requests for a duplicate receipt
- Data protection requests, including access, correction or deletion of personal data
Response times by channel
We publish realistic response times rather than best-case ones, because we would rather under-promise and deliver consistently than the other way round. The table below reflects our typical working-day performance, measured from the point a message is received during our stated opening hours. Messages received outside these hours are treated as received at the start of the next working day.
| Channel | Typical first response | Best used for |
|---|---|---|
| Telephone | Immediate during opening hours | Urgent order or delivery questions, phone confirmation calls |
| Within 1 working day, up to 2 | Detailed questions, attachments, written confirmation | |
| Postal letter | Within 5 working days of receipt | Formal complaints, data protection requests, legal correspondence |
| Order form message | Within 1 working day | New order requests and general enquiries submitted via the site |
These are typical figures, not contractual guarantees. Response times may be longer around UK public holidays or periods of unusually high order volume, and we will always tell you if a delay is likely.
Before you call
A little preparation makes the call faster for both of us. If you already have an order reference, your postcode, or the date you placed your request, having these ready means our team can locate your details immediately rather than asking you to repeat information. If your query relates to a return, please keep the product sealed and in its original packaging until we have confirmed the next step, since this affects whether the fourteen-day withdrawal period rules apply to your specific pack.
- Have your full name and postcode ready, as these are how we locate most orders.
- If you received a confirmation call, note the approximate date and time.
- For delivery questions, check whether a card was left by the courier.
- For returns, do not open the capsule pack until we confirm collection or postage details.
- For data protection requests, be ready to confirm your identity by email or phone.
Order by phone
You do not need to complete the online form to place an order. You can call us directly, and a member of the team will take your name, phone number and delivery address, explain the pay-on-delivery process, and confirm dispatch within one to two working days. No card details are ever taken over the phone, and no payment is requested before your parcel arrives.
Order online insteadEscalating a concern
We hope you never need this section, but if a query has not been resolved to your satisfaction through the normal channels above, you can ask for it to be escalated to a supervisor. Please quote any previous reference numbers or dates of earlier contact so we can review the full history quickly. Formal complaints, including anything relating to data protection, should ideally be put in writing, either by email or post, so that both sides have a clear record of what was said and agreed.
"I called about a delivery that was a day late, and the person on the phone actually knew my order details straight away rather than reading from a script. It was a small thing, but it made the whole process feel a lot less impersonal." — a Balmevo customer, quoted with permission
If you remain unsatisfied after escalation, our privacy policy and legal notice pages explain your right to contact the Information Commissioner's Office for data protection matters, or Trading Standards for consumer contract matters. We list these routes not because we expect to need them, but because we believe a supplier should always be upfront about what happens if things go wrong.
Accessibility of this page
If you have accessibility needs that make it difficult to use the phone, email or postal channels above, please let us know and we will do our best to accommodate a different arrangement, such as a scheduled call at a specific time or a nominated representative making contact on your behalf. Our aim is that no customer is unable to reach us because of the format of our contact options.