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Frequently Asked Questions

I have forgotten my username?

  • Your username is the email address you used when you first registered. You can keep this up to date in the My Account area.

I have forgotten my password?

  • For security reasons we don't know your password. To retrieve your password, please click on the forgotten password link on the login page, and answer the security question that you set up when you registered.

I am trying to buy one of your products but the shop won’t take my credit card. What should I do?

  • Try an alternative means of payment, or contact your card provider.
  • Try again, making sure that your card details have been entered correctly.
  • Ensure that your name and address matches the card provider’s records. These checks are used to prevent fraud.

When I go to the checkout nothing happens. What is wrong?

  • We use a highly secure payment system on a separate server to provide additional protection against fraud. The other server may be temporarily off-line, or experiencing connection problems. Please try again later. If the problem persists, please contact us directly so that we can resolve any technical problems.

I have a shared email address, can I still use the programmes?

  • The programmes email you updates and reminders based on the information you have entered. Some of these emails contain information personal to you. We therefore suggest you use a personal email address.

I get a security warning message when I try to access the Relief Programmes, is it safe?

  • The Wellness Shop is hosted on a secure server because it collects and uses information about you that requires protection, these include, credit/debit card details, your address, telephone and email details. We believe this information is worth protecting and therefore all data sent from the website to our server is encrypted to ensure its security.
  • For the Relief Series Products, the only data that is transferred to the server are your questionnaire answers, as these cannot be associated with your account during the data transfer from the site to our server, this data does not require encrypting and so the Relief Series products are not part of what is termed a "secure site". This can be seen in the URL which starts with http as opposed to https in The Wellness Shop which indicates the secure site.
  • The fact that the site is not secure should not put you off from using it, it is common practice for websites to secure the login and payment processes then leave the remainder of the website unsecured as the encryption process affects the performance and speed of the website. We have therefore chosen only to secure the key data that is transferred.

I want to stop my drug treatment. Will your products help?

  • We cannot give personal medical advice. It is vital that you contact your medical practitioner.

I want to talk to someone about my condition, can The Wellness Shop Help

  • Please contact your GP, health practitioner or therapist. We are unable to give medical advice.
  • If you live in the UK, you can contact NHS direct for more information.

I want to complain. Who can I talk to?