Lucozade Sport Shop. Help.

Help

Need help using Lucozade Shop?

These pages are here to help. You'll find answers to most general questions here, but if you can't find what you're looking for, visit the Contact Us section to get in touch with customer services direct.

We hope to provide answers to your general questions here, but you'll also find more detailed information on our Delivery Information, Privacy Policy and Terms and Conditions pages. For information about Gift Voucher codes, please see the page Terms and Conditions for Gift Voucher codes.

Ordering & payment

Just run me through it - how do I make a purchase?

Once you have found the product(s) you are interested in, select the number of products you wish to purchase and click: 'Add'. The Shopping Basket page will display details of all products you have added to your Shopping Basket in this visit. From your Shopping Basket, you may either continue shopping or proceed to purchasing the contents of the Shopping Basket.
To purchase your Shopping Basket, click on the 'Checkout' button. You will be transferred to the Checkout page, which will display the value of the products in your Shopping Basket and the postage price. Select the country where your order will be delivered to display the correct postage and carriage cost. Fill in your address details and click 'Proceed'.
You will be asked to select a credit card from which payment will be taken and to submit your credit card information to our secure server.
Once you are happy with the details that you have provided, you can confirm your order by clicking the 'Make payment' button. This will create your order, which will be communicated to us.
You will receive an email from us confirming receipt of your order.

What payment methods do you accept?

All products are available for purchase using either Mastercard, Visa, Visa Delta, Visa Electron, Visa Purchasing, Switch and Solo.

Is there a minimum or maximum order?

There's no minimum order, but we reserve the right not to accept any order of over £1,000.

How do I receive my 10% discount?

Any orders made in case quantities will be subject to a 10% discount. Just follow the usual ordering procedure and your discount will be calculated automatically.

Delivery & shipping - within Great Britain

How much does delivery cost?

Orders over £14.99 are delivered free of charge within Great Britain. Orders below the value of £15.00 will be charged postage at 4.99.

When will my order arrive?

Orders received before 2pm are dispatched the same day (within mainland Great Britain), and if ordered on a working day (not including weekends and bank holidays) should usually arrive within 4 working days. On submission of an order, you will receive an email from us (GlaxoSmithKline) confirming receipt of your order. This confirmation will include details of the products ordered and the estimated delivery time. However, all delivery timings are estimates only.

Will I get a receipt for my order?

Yes. You will receive an email from us confirming receipt of your order.

Delivery & shipping - International

I'd like international shipping for my products - is this possible?

Yes. We use DHL Air Express to ship products internationally.

Which countries do you ship to?

We deliver to the following countries:

Argentina*, Australia, Austria
Belgium, Brazil**
Canada, Chile, Croatia, Cyprus, Czech Republic
Denmark
Estonia
Finland, France
Germany, Greece
Hungary
Ireland, Italy
Latvia, Lithuania, Luxembourg
Malta, Monaco
Netherlands, Northern Ireland
Poland, Portugal
Slovenia, South Africa, Spain, Switzerland
United Kingdom, United States of America

For all other destinations, please enquire for delivery information by emailing lucozadeshop@custservices.co.uk.

* Delivery to Argentina: Orders with a total weight of up to 2kg maximum are accepted by Argentina Customs as an 'informal entry for personal consumption'. Orders over 2kg will, however, be held by Customs and the consignee will need to instruct a broker to clear goods. It is therefore recommended that non-residents do not order goods with a total weight of over 2kg unless they have someone in Argentina who can organise clearance for them.

** Delivery to Brazil: Due to Brazilian Health Ministry procedures we cannot make deliveries to non-residents. Residents of Brazil should contact the ANVISA (National Agency of Sanitary Surveillance) for information on their clearance procedures before placing their order. Orders to Brazil incur an additional $15 charge on delivery, payable by the receiver.

How is the cost of international delivery calculated?

For orders with a delivery address other than within Great Britain, the cost of carriage will be calculated on the weight of the entire order. We then carry out the following calculation:

Cost of products +
Delivery charge for destination country (varies by weight of your order) +
Import duties for destination country.

For destination countries which charge VAT (Value Added Tax), the VAT percentage will be charged on the cost of products plus the cost of delivery.

Can I see the cost of international delivery before I purchase?

Yes. The Lucozade Sport Shop uses the Delivered Duty Paid (DDP) format, so where applicable import taxes, duties and delivery charges are calculated and charged to the customer at the point of purchase.

How can I see the cost of my international order?

First, select the products you require and add them to your Shopping Basket. Then select the delivery destination from the drop-down menu. The delivery calculation will be displayed.

How long is international delivery likely to take?

If you order from the Republic of Ireland or Northern Ireland your email from us will also include a delivery date, together with information about how you can track your order.

Generally, you should allow at least 7 days for your delivery - we will aim to deliver within 4 days where possible, but please note we cannot guarantee a specific delivery date or time. Products have different shelf lives. Therefore, we recommend that you do not order more than 3 months supply of products.

Will I get a receipt for my international order?

Yes. You will receive an email from us confirming receipt of your order.

Returns & cancellation

What if I want to make a return?

You may cancel your order at any time prior to expiry of 7 days following the actual date of delivery of any ordered products by writing to us at: lucozadeshop@custservices.co.uk or calling us on 01452 632523 (for international callers, dial: 0044 452 632523) between 08:30 and 16:30 Monday - Friday, indicating any reason for the return.

Where you cancel your order after we have dispatched the products, you will at your own expense return the ordered products to us, unopened and in as good a condition as when received by you, by returning the products to us at POSM, Wincanton for GSK, Golf Club Lane, Gloucester Business Park, Brockworth, Gloucester, GL3 4AJ, England. You will receive a full refund credited to your payment card in respect of any validly cancelled order within 30 days.

I've been shipped the wrong product(s) - what do I do?

We will only accept the return of, and refund, opened products where they are 'Defective Products'. A product is defective where the products content does not otherwise match the description of the product ordered.

In the event of receiving a Defective Product please immediately contact the Consumer Relations Manager on 0800 096 3666 (for international callers, dial: 0044 800 096 3666). You will be asked to return the Defective Product using GSK's Business Reply Service and be able to either request the issue of a replacement product or cancel the order. Where you choose to cancel the order you will receive a full refund credited to your payment card.

My products are damaged or the quantity is wrong - what do I do?

Where products are delivered in error (damaged, wrong quantity etc.) please contact us immediately at lucozadeshop@custservices.co.uk or call us on 01452 632523 (for international callers, dial: 0044 452 632523) between 08:30 and 16:30 Monday - Friday and arrangements shall be made with you for their collection and replacement, or for their return to us using GlaxoSmithKline's Business Reply Service. Where any valid claim relating to products delivered in error is notified to us, we shall either replace the goods free of charge or offer you a full refund.

Healthcare advice

Is Lucozade safe for professional athletes undergoing drug testing?

Lucozade Sport is tested by an independent laboratory, and is safe for professional athletes to use during sport and training. However, specific medical advice should always be sought from a qualified medical practitioner.

Contact us

How can I contact customer services?

Customer Relations Manager
GlaxoSmithKline
Freepost
TK2018
Brentford
Middlesex
TW8 9GS

Privacy

Will you share my information with third parties?

GlaxoSmithKline is concerned for the privacy of visitors to its websites and protection of privacy is extremely important to us. We will not sell or rent personally identifiable information to any third party for any purpose, except as stated below:

GlaxoSmithKline employs selected third parties to provide us with support services in connection with processing orders made through this website - including delivering orders, analysing data and processing credit card statements - and such parties will have access to your information necessary to enable them to provide those services. Please rest assured that all companies providing such support services may not use your information for other purposes and are required by GlaxoSmithKline to meet the same high standards of data protection.

For information about privacy, please also see our Privacy Policy pages.

Loyalty programme

Calculation of your loyalty discount is based on the total value of purchases on your account during a 52 week period (starting with the first purchase). As illustrated below, the more you spend, the better the discount, up to a maximum of 25%.

Discount percentage	Amount purchased in a 12 month period
2.5%	£50.00
5.0%	£150.00
7.5%	£300.00
10.0%	£500.00
12.5%	£800.00
15.0%	£1,200.00
20.0%	£2,000.00
25.0%	£3,000.00

Following the first year, you will continue to enjoy your discount level simply by maintaining the quarterly minimum spend that applies at your discount level. If you do fall below the quarterly minimum-spend you will drop one discount level, at which point your discount percentage and minimum quarterly spend will be adjusted. However, following your next purchase, you will return to your previous higher discount level. For details on the quarterly minimum spend for each discount level, please refer to the graph below.

Discount percentage	Amount purchased in a 12 month period	Quarterly minimum spend to retain discount tier
2.5%	£50.00	£10.00
5.0%	£150.00	£30.00
7.5%	£300.00	£60.00
10.0%	£500.00	£100.00
12.5%	£800.00	£160.00
15.0%	£1,200.00	£240.00
20.0%	£2,000.00	£400.00
25.0%	£3,000.00	£600.00

You are free to use promotional codes, but these will not compound with your loyalty discount. If you do choose to use a discount code that offers a larger discount than your current loyalty discount, this will override your loyalty programme discount, and only the discount value of the promotional code will be applied to your purchase.
When you move to a new discount level, the new discount rate will apply to your next purchase.
The Loyalty Programme discount rate is applied to the entire purchase value, including VAT.