Myprotein Parcel Not Delivered or Refund Refused? UK Guide
Myprotein is a The Hut Group brand shipping heavy, bulky supplement orders that are frequently split across several parcels. The Consumer Rights Act 2015 makes Myprotein responsible for the whole order until it reaches you, however many consignments it travelled in.
Who delivers your Myprotein order?
Myprotein typically uses: Evri, Yodel, DPD, Royal Mail. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Myprotein, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Myprotein to deliver into your physical possession.
Myprotein contact and returns
- How to contact
- Myprotein has no phone line. Use support@myprotein.com or the help centre message thread on the order, so the reply attaches to your order number.
- Returns policy summary
- Myprotein accepts returns within its published window, but opened food and supplement products are normally excluded on health grounds. That exclusion does not apply to an order that never arrived.
How to claim a refund from Myprotein
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Myprotein via Myprotein has no phone line. Use support@myprotein.com or the help centre message thread on the order, so the reply attaches to your order number. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Myprotein refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Myprotein delivery FAQs
Is Myprotein legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Myprotein) is responsible for the goods until you take physical possession. Myprotein cannot redirect you to the courier because your contract is with Myprotein, not the courier.
How long does Myprotein have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Only part of my Myprotein order arrived. Is the rest lost?
Not necessarily — large orders are often split across parcels that arrive on different days. Check the dispatch emails for more than one tracking number first. If a consignment genuinely never arrives, claim those items under Section 29.
A tub burst in transit and the powder is unusable.
Photograph the packaging and contents together before disposing of anything. Within 30 days you have the short-term right to reject under Section 20 for a full refund — you do not have to accept a partial credit.
Myprotein has no phone number. How do I escalate?
Escalate in writing on the same email or help-centre thread, setting a clear deadline. That thread is the evidence your bank will ask for in a Section 75 or chargeback claim.