FAQ's

To cancel your subscription:

• Log in to your account
• Select "Subscriptions"
• Select the subscription you would like to cancel
• Scroll to the bottom of your subscription page and click “Cancel”. 
• Follow the prompts in the pop up window to cancel your subscription

Managing your subscription is easy and under your control. To start managing your subscription:

• Log in to your account
• Select Subscriptions from the menu

From there, choose the subscription you would like to update. You can reschedule, skip, swap or cancel your subscription all from one place - by selecting the dedicated option and following the prompts.
If you have more than one subscription, you will need to update each one individually.

Whilst logged in to your account:

• Select subscriptions
• Click on the subscription you would like to update
• Click "reschedule" for your subscription
• Select option from the pop up menu
• Click "save" and you are all set!

To skip your subscription autofill, while logged in to your account:

• Select subscriptions 
• Click on the subscription you would like to update
• Click “Skip” on your subscription. 
• Click “yes, skip from this order”.

Your order will be skipped and the next delivery will  proceed as scheduled. 

• Click “Swap Products” on your subscription. 
• Search for the product you’d like (example: HairLift)
• Select, click and save. 

Your subscription will be updated to the new product for future orders.  

To add a new address:

• Log in to your account
• Select "Profile"
• Click “+Add” next to Subscription addresses
• Enter your new address and set it as default
• Click Save

To update or change an existing address:

• Click the edit icon next to your default address
• Make your changes and Save

The address for your susbcription is now updated.

To update your credit card/payment method for your subscription:

• Log in to your account
• Scroll down to the payment section
• Click “+Add” to add a new payment method
• Enter your details and save

To apply it to your subscription(s) select “Assign a payment method to subscription”, select payment method, and Save.

The return process is straightforward. Simply return the unused product(s), within 14 days of receipt, for a full refund of your purchase price (minus postage and packing fee, if applicable).

Please include a copy of your invoice in the package and send it to the following address:

Hive Technologies Operations / Minerva Research Labs
Blenheim Industrial Estate Unit 3
Nottingham, NG6 8YP, UK

We suggest that you obtain a Certificate of Posting from your post office and keep it for your records until your refund appears in your account. We will always do our best to process your return and issue your refund as quickly as possible. Once the returned products have been received in our system, we will credit your account for the price of the items returned.

Refunds will be issued in the manner in which you originally paid (minus postage and packaging). Once received, please allow 7 business days to process your refund.

We are sure you want to get started as soon as possible, so we get working on your order straight away. 90% of our UK orders will arrive by our selected carrier within 2 days (excluding weekends).

You can keep an eye on the status of your order by clicking on your Account. Don’t worry - we will stay in touch with you throughout the delivery to keep you updated and we will also provide a tracking number. If there is a delay, we will contact you on your preferred email or phone number. If you have not received your parcel within one week of ordering, please chat with us or email us at: customercare@gold-collagen.com

Your refund or replacement will be issued as soon as we get confirmation from our warehouse that your return has been received into our system. Please note that we are only able to refund to the original payment method used when you placed your order. We will then send an email to update you when the action has been taken and the expected timeframes.

Please note that we only accept cancellations within 14 days of ordering, provided you have not used the products.

As soon as your order’s on its way, we’ll send you a dispatch confirmation email to the address you gave us at checkout.

Inside, you’ll find your tracking number and a handy link to follow your parcel every step of the way.

Just click the link to see where your delivery is.

Our Member Programme is our way of celebrating our customers who choose us again and again. Every time you shop, share, or engage with us, you earn points that turn into rewards. Loyalty shouldn’t just be appreciated, it should be celebrated.

From bonus points for signing up, to rewards for sharing your love on social media, reviews, to celebrating your birthday with us - every action earns you something special. The more you engage, the more you are rewarded.

Because. Your. Loyalty. Deserves. More.

The more you shop, share, and engage with us, on gold-collagen.com and our social platforms, the more rewards you earn!

Tier 1 - ESSENTIAL:
Shop, share, refer and start earning points.
• Earn 1x points

Tier 2 - PREMIUM:
Spend £750+ in a year to unlock extra rewards
• Earn 1.5x points
• Earn 10% savings code reward when you reach this level

Tier 3 - ELITE: Spend £1450+ in a year for even more perks!
• Earn 2x points
• Earn 15% savings code entry reward when you reach this level

Points and tiers reset each year, so the more you interact, the more you earn every year!

• Earn points for every £ you spend
• Earn 150 points just for signing up
• Share, review, celebrate your birthday - get even more

Level up with Tiers:

Tier 1 - ESSENTIAL:
Shop, share, refer and start earning points.

Earn 1x points
• Earn £1 off reward
• Complimentary products
• Sweepstate entries
• Exclusive promotions

Tier 2 - PREMIUM:
Spend £750+ in a year to unlock extra rewards
• Earn 1.5x points
• Earn 10% savings code entry reward when you reach this level
• Earn all Tier 1 level benefits plus:
• VIP EARLY ACCESS (indent)
• Free shipping (indent)
• Birthday gift (indent)

Tier 3 - ELITE: Spend £1450+ in a year for even more perks!
• Earn 2x points
• Earn 15% savings code entry reward when you reach this level
• Earn all Tier 1 and Tier 2 level benefits - plus:
• Additional discounts (indent)
• Exclusive experiences (indent)

Points reset annually, so the more you spend, the more you earn. Redeem points for the rewards and perks on the products you love!

Already have an account?
You don’t need to do a thing! Every time you place an order on gold-collagen.com, points are automatically added to your account.

Do not have an account?
Becoming a member is easy! Click on the profile icon in the top right corner of the page, select “Sign-Up”, fill in your details, confirm, and you are officially a member…ready to start earning rewards and enjoying exclusive benefits.

Redeeming points is simple!

When you are ready to enjoy your rewards:

• Login to your account
• Go to the Loyalty Rewards Programme under the Membership Tab
• Scroll down to the ""How to Use Your Points"" section
• Select your preferred available reward (£5, £10 or £20)

Minimum spend requirements apply when redeeming points:

• £5 reward - minimum spend of £50
• £10 reward - minimum spend of £80
• £20 reward - minimum spend of £80

• Confirm your selection
• Copy your unique code and apply it at checkout. (You'll also receive it via email instantly)
• Ensure at least 1 paid product is in your cart.

Points cannot be applied to subscription auto-fills, complimentary items, or combined with other offers.

Your order total will update automatically. Continue the checkout process to complete your purchase.

No, the more you shop, engage, and share the love for us, the more you are rewarded!

To add/redeem loyalty code(s) (20 points each):

• Log in to your account
• Click on Loyalty and Rewards Programme under the Membership Tab
• Scroll down to ""More Ways to Earn""
• Select ""20 Points | Enter Code""
• Enter Code and you've earned 20 points!
• For Points Balance, scroll to top of the Loyalty and Rewards page - and you will see your updated balance.

Yes, points expire within 1 year (365 days) from the date earned.

To view your points balance and expiry dates:
• Log in to your account
• Navigate to the Loyatly and Rewards Programme under Membership tab
• Select Rewards History - displayed just below your points total