Your FAQ's
For website usage questions please read on. If your question is related to a particular test please refer to the FAQ's on each test area of the website. Click to view the tests available.
How do I Order?
You can order by using this web site. Simply add the test(s) you require to your basket and then following the onscreen instruction to guide you through the checkout process. If you any ordering problems please email techsupport@gillianmckeithclinic.com (please note that this email address only relates to ordering and administration queries for your account).
How do I track my order?
Once your order has been confirmed, we will send you a confirmation email containing your order number. You can log onto "my account" and with the order number, check up the status of your order. If for any reason your order does not reach you in the specified time, you can contact us by email. Any such enquiry will be investigated promptly and we will let you know why your product was delayed and what we are doing to put matters right.
What are my Payment Options:
Gillian McKeith's Clinic accepts the following variety of payment methods: Credit Cards, and debit cards.
Credit Cards:
Visa
MasterCard / EuroCard
Debit Cards:
Switch
Delta
Solo
American Express
To ensure that shopping on-line is secure, your credit/debit details will be processed using our partner and payment proccessor SecPay.
What about my Privacy?
McKeith Research Ltd respects your privacy and is committed to protecting it. All the information given by you will be maintained with utmost care. This information is required for the sole purpose of easing and enhancing your overall shopping experience and will not be passed on to a thrid party. The only people to have access to your test reports will be Gillian McKeith and the Nutritional Team.
What information do we need from you and why?
i) When Registering an account with McKeith Research Ltd?
On registering with the Gillian McKeith Clinic we need your name, email address and we ask you to choose a username and password. You will qualify for special offers, competitions, product announcements and other news, which may be e-mailed to you from time to time. We respect your privacy. If you would prefer not to receive e-mails alerting you of McKeith Research Ltd special offers, product announcements and other news, just let us know by emailing techsupport@gillianmckeithclinic.com. (please note that this email address only relates to ordering and administration queries for your account).
ii) When Ordering?
When you place an order from McKeith Research Ltd, we require your name, home address, delivery address (if different), e-mail address, credit or debit card number and expiry date (and issue number for debit cards) so we can process and deliver your order. We also ask for your telephone number so that we can contact you if there is a problem with your order. The information collected on the order form is not shared with any other group or organisation outside McKeith Research Ltd. You verify and modify these details at anytime by logging on to "my account" if you have registered with us.
What are "cookies"?
Cookies are small pieces of information that your web browser stores on your computer when you visit a website. Our cookies let us personalize your visits to the Gillian McKeith Clinic and recognize you when you return. McKeith Research Ltd can access only the cookies that our site creates on your computer. Most browsers automatically accept cookies. You can disable cookies on your computer by indicating this in the preferences or options menus in your browser. We recommend that you use Internet Explorer and Netscape Navigator versions 3.0 and higher. Cookies pose no hazard to your computer.
When you shop on our website, you agree to let us collect and use information as specified in the privacy policy. If the privacy policy is changed, the changes will be posted on this page, so you'll be aware of what information we collect, how we put it to use and under what circumstances we will disclose it. Note: if there are any changes in the privacy policy they will only apply to new users and will not apply to those already enrolled on product trials.
Security Policy:
How do you protect my information?
All the customer information (including your name, email address, mailing address, credit card information and purchase history) is protected by using secure servers that encrypt the information you input before it is sent to us. When you place an order with us, we protect your credit card information by using a secure server (SSL- secure socket layer-encryption, the Internet standard for secure transactions) for browsers that can accept it. SSL encrypts your ordering information, such as your name and credit card details so that they can't be read in transit.
The financial data is available only to the banks and credit card clearing services for the purpose of processing payments. As an additional safety concern, please be assured that once the transaction is complete, your credit card details will not be stored on our database along with your other personal details. Only you and the system administrator know your password.
The information you provide us may be transferred outside the United Kingdom for the purpose of operating our site or to maintain your customer account.
McKeith Research Ltd employees will never give out your personal information to anybody unless you specify so, nor will our employees ask you for them in an unsolicited email or telephone call. All the consumer information is stored on a separate and secure database, which is not directly accessible from the Internet.
At McKeith Research Ltd we regularly review the security measures to ensure that our site is safe and secure, from our consumer's point of view.
What do I do if I forget my password:
If you have forgotten your password, we can email you a reminder. Just click on the 'customer login' link, and then choose the link which says, "forgotten your password". You will then need to enter your name and email address. A password reminder will then be sent to you via email.
My Account:
Modifying your account details
You can view or modify your account information in two ways:
(a) By logging on to "my account" where you will be prompted to enter your username and password, you choose at the time of registration. You may then view or edit information that you have previously registered with us.
(b) When logged on to "my account" you may track your order status or view a detailed history of all the products you have bought from Gillian McKeith Nutrition Clinic.
How do I get a refund?
If for some reason you are unsatisfied with the product(s) we send you, then you can return them within 14 days, provided they are unopened and unused, for a full refund. If any of the product contents are damaged during transit, please let us know and return the goods (the cost of returning the goods will not be covered by McKeith Research Ltd). We will dispatch a replacement or refund your credit card, at our discretion. In the unlikely event you receive the wrong product, please inform us immediately and we will dispatch the correct product within 48hrs.
You can cancel your order by emailing techsupport@gillianmckeithclinic.com and provided your order has not been dispatched, we will consequently refund your credit card with the full amount. If the goods have already been despatched then return them to us unopened and unused within 14 days of receiving them and we will refund your credit card. If you are unsure about any of the products being suitable for you to take then please look through our information pages on the product in question and if you are still in doubt please contact us for advice. Always consult with your medical doctor or Health Care practitioner before testing.
Returns address for tests
Gillian McKeith Nutrition Clinic
Parkgate House
356 West Barnes Lane
New Malden
Surrey
KT3 6NB
What about refunds?
Your credit card is charged at the time you place your order. Generally credit refunds are processed within 5-7 days, but may take up to 30 days for the credit to show up on your account depending on your financial institution.
How to I view my Order History?
We will maintain details of all the orders you have placed with us. You may look up these details anytime by logging on to "my account" where you can view your current and past order information.
What if I have more questions?
For questions relating to the use of the website, please email techsupport@gillianmckeithclinic.com. If you have a question relating to test please email questions@gillianmckeithclinic.com
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