ACan I amend my order?

Myprotein® operates a fully automated order placing service which ensures that we can fulfil the delivery promises detailed on our website.Once an order has been placed online, it is locked into our systems for subsequent processing in our warehouse. Unfortunately, once an order has been placed, we are not able to interrupt this process by amending the order in any way.

In this respect, we are unable to add, remove or change any items to the order that you have already placed though you are welcome to place another order on our website if you have forgotten an item.

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BHas my order gone through?

Once an order has been placed, it will be possible to view this in the “My Account" section of our website. Simply log in to your account and click on the Order History tab and all orders should be clearly visible.

Furthermore, when an order has been made a confirmation email will be sent to yourself within an hour containing an order number. Please ensure that this message has not been blocked by a spam filter on your computer. If this method of tracing your order has been unsuccessful, please contact us providing the following information so that we can conduct some further investigations on your behalf:

Last four digits of the payment card used on the order
Date of Order
Exact amount charged
MP Referral Code

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CWhere is my order?

We are committed to dispatching all orders from our warehouse to anywhere in the UK within 2 working days from the date of placing the order, and to Europe within 3 working days. Depending on which courier you choose, your delivery time could vary from 2-4 working days after dispatch. We cannot take any responsibility for courier issues, once your order has left our warehouse, as this is out of our control.

For up to date information on your order, please visit the courier website inputting the consignment tracking number provided via email when your order was dispatched.

Our courier websites are www.parcelforce.com , www.dpd.co.uk and www.hermes-europe.co.uk

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DI have received the wrong item

If you have received an incorrect item within your order, please contact us providing concise information of the item ordered and the one actually received. We aim to resolve incorrect order queries within 48 hours.

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EThere are items missing from my order?

If an item has been omitted from your order, please contact us. We aim to resolve incorrect order queries within 48 hours.

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FThere are items damaged in my order?

If you have received items within your order that are damaged, please contact us. We may ask you to provide us with photographic evidence to assist with our investigation.

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GCan I return an unwanted item?

We are happy to accept product returns as long as the terms of our Returns Policy have been fully met:

All return requests must be submitted with a completed Return Material Authorisation (RMA) form that is highlighted in the above link, after having obtained a returns number from our Customer Service team, to ensure prompt action is taken to meet with your returns request.

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HOur Returns Policy

We appreciate that from time to time, product issues can occur. In order to ensure we provide the best possible service when something does go wrong, please bear the following points in mind.

Our RMA form must be included with your returned item, stating your Returns Number and the reason for returning the item. You can download the form here. We do not accept returns without our RMA form.

• You may cancel your contract with Myprotein.co.uk for the products you order at any time up to the end of the 7th working day from the date you received the ordered products. To cancel your contract, you must notify our Customer Services team in writing.
• You do not need to give Myprotein.co.uk any reason for cancelling your contract nor will you have to pay any penalty.
• If you have received your products before you cancel your contract you must send the goods back to our contact address.
• If you cancel your contract but we have already processed the products for delivery you must not unpack the products when they are received by you and you must send the goods back to us.
• You will be responsible for the cost of returning all unwanted (non faulty) items back to us. We recommend using a recorded delivery service for insurance reasons
• Any damage to items within your order must be reported in writing to our Customer Services team within 48 hours of when you received the ordered products. We will normally arrange for a courier to collect any damaged items at a time agreed with you. In certain circumstances we may ask you to return the items for which we will refund the postal charges by way of a credit voucher.
• Myprotein.co.uk may request photographic evidence of any damaged goods in respect of your claim. Authorisation must then be given by us to return the damaged goods before we can release any credit or arrange any product(s) reshipments
• Any issues with your order, with the exception of damage, must be reported in writing to our Customer Services team within 7 days for both UK and International orders from the date of receipt of the products.
• All returns must first be authorised by a member of our Customer Services Team, at which time you will be supplied with a Returns Number which must be used at all times
• Unfortunately, we are unable to offer a refund/exchange/credit for any opened products
• Refunds will be issued for the cost of the item only, initial postage costs will not be refunded. Please allow 14 days for the adjustment to be visible on your account.
• The RMA form must be included with your returned item, stating your Returns Number and the reason for returning the item
• We must receive the item(s) back within 14 days of receipt in an unopened and re-saleable condition
• Any orders returned to us because we were supplied insufficient address details are subject to a £5.00 re-delivery charge
• None of the above affect your statutory rights

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AIs my personal information secure?

We use industry standard procedures (128bit SSL) to protect your personal information. We do not store any credit card information as they are passed securely to our payment gateway to perform an instant transaction.

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BWhat payment methods do you accept?

Most major credit and debit cards can be used when ordering online. We also use GoogleCheckout. Unfortunately, we do not accept payment by cheque or postal order.

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CWhat is 3D secure?

Myprotein® has incorporated “3D Secure" into our online payment process, as this provides additional measures against fraudulent activity and increased financial protection for the company and our customers. “3D Secure" is a credit card verification service that has been introduced by credit card issuers to provide additional financial protection and security when purchases are made online. Your credit card issuer will have asked you to register a unique password, from which they may ask a range of security questions relating to the position of the digits or letters. If the answers to these questions do not match those originally chosen, the payment will not be authorised and the purchase will not be completed.

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DWhat is your Company & VAT Number?

Our trading name is myprotein® but the registered name for the company is cend ltd. Our registered company number is: 04067712. Our VAT number is 860 5873 04.

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EDo you offer trade prices?

We currently do not operate a trade programme. All our prices are already heavily discounted down to trade price levels. We are committed to providing the best value and service direct to our customers.

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EHow does the bulk discount work?

We offer bulk discounts on a vast number of products throughout our range. These bulk discounts are clearly highlighted on the individual product pages on our website. The bulk discount will be applied when you select the required quantity of the product from the drop down quantity tab on the product page. To qualify for the bulk discounts the products must be purchased in exactly the same size and flavour. Please ensure that the bulk discount has been applied and is visible in your online shopping basket before proceeding with your purchase.

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FDo you offer a price match?

Our Price Match Promise means that we will not only match any price anywhere in Europe, but we guarantee to beat it for any of our products. To qualify for a price match, the following conditions and rules must be met:

• Must be the same quality of ingredient
• Must be in the European Union
• We must be able to verify the offer
• The product must be in stock and ready to ship that day on the lower priced site
• Back orders or out of stock items will not be matched
• Doesn’t apply to formulas or custom blends
• The product must be a new product, not a clearance item and not reduced due to being damaged, out of date or with a short shelf life
• Other coupons or promotional codes may not be used with price matches
• The price match must be completed before you order the product from us. No price match requests will be accepted on items that have already been ordered and/or shipped
• We can only price match single products and not a combination of products
• The company must have been trading for at least 6 months and able to take online payments
• Must be like for like(size, flavour and quality). We do not offer a pro rata price match on different product sizes
• We reserve the right not to match a price match

If your request for a price match meets all these conditions, please contact us stating the full details of the offer, the URL of the site and any additional information that you will support your request.

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AHow much do you charge for shipping?

While we do charge for shipping, we negotiate exceptionally low rates for you to choose from to ensure great value for all our customers. Unlike most other supplement suppliers, we refuse to over-inflate our product prices in order to hide the cost of shipping. We prefer to be open and transparent so you can choose the best low cost option for yourself. Combining shipping and product price costs, we will not be beaten!

All details of our delivery options can be found below in the Shipping Information. If you are unsure as to the exact cost of delivery, we recommend adding all the products you wish to purchase into the “shopping basket" and then “proceed to checkout". Upon entering your correct delivery details, you will be given your delivery options and the respective costs. You do not need to commit to the order at this stage as you will not have entered any banking details.

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BHow long will it take to receive my order?

Next day delivery within mainland UK is available for all orders placed before 2pm, Monday to Friday (excludes Royal Mail & Hermes). We also offer a range of timed deliveries with DPD at a supplement to meet your personal circumstances. Please note the following restrictions apply:-

The Before 10 service is not available within Scotland or the Isle of Wight. Within Scotland, the Before 12 service is only available to the following post codes DD6, KA6, KA18, KA19, KA26, KA29, KA30, KY9, KY10, KY14-16, ML12, PH3-17, TD10-15. In Northern Ireland the Before 12 service is only available to BT1-17, Saturday service is only available to BT1-9. Saturday service is not available to any other postal areas in Ireland than those listed, Channel Islands, Isle of Man, Scottish Highlands and Highlands and Scilly Isles.

ANY deliveries to non-mainland UK (Northern Ireland, Channel Islands & Scottish Highlands) or a BFPO address are NOT classed as “UK Mainland" by ParcelForce. You must therefore select the exact country, which will result in a slightly higher cost (full costs are calculated at Checkout). Any order where an incorrect courier option has been selected will be held until the full and correct payment has been made.

Please note this only affects deliveries with ParcelForce and DPD.

We are committed to dispatching all orders from our warehouse to anywhere within Europe within 3 working days from the date of placing the order.

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CDo you delivery on Saturdays?

Saturday delivery is available at a supplement, with DPD only, subject to the order being completed by 2.00pm on Friday.

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DCan I collect my order from your warehouse?

We are a fully online operation and our trading licences do not unfortunately extend to offering a Trade Counter. We are therefore not able to accept orders or collections in person.

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EWhat happens if nobody is around to sign for my order?

Our couriers will make every effort to deliver your parcel as they are aware that we sell items that are perishable. If there is no one present at your address, the courier will attempt any of the following procedures:

• Leave your parcel with a neighbour
• Deliver the parcel to your local Post Office
• Return the parcel to the courier depot to attempt a further delivery the following day

Driver’s discretion is used to determine which option is most appropriate and they will usually leave a card to inform you of the action taken. If you do not want anybody to sign for your order on your behalf, please state this on the special instructions in the order process. If the couriers feel they have made every effort to deliver your parcel within the two attempts, the parcel will then be returned to our warehouse to arrange another delivery which will be subject to a reshipping fee.

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FWhat countries do you ship to?

We now deliver to many countries throughout Europe. For an up to date list of countries, please view our Shipping Information.

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GWhy am I being asked for a reshipping fee?

Your parcel has been returned to us after the courier had attempted to make a delivery at your shipping address on at least two occasions.

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HCan you send my order in an unbranded box?

Due to increasing order volumes, product ranges and sophistication in our production facilities, we are unable to offer an unbranded packaging service for customers.

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IShipping Information

Shipping Courier Options

There are a number of courier options for you to choose from when placing your order. Each courier has pros and cons, and we would recommend that you read the information below, as well as checking the experiences of other customers on the MP Community, before choosing which courier best suits your needs.

DPD

DPD is one of the fastest growing courier services in the UK, and well known across Europe. The cost is £3.95 for any weight up to 25kg. For up to date delivery information please track your order at www.dpd.co.uk.

Main Benefits:

• A tracking code will be supplied with your shipping confirmation email, sent to you as soon as your order is dispatched. You can track your shipment at www.dpd.co.uk
• Next day delivery within mainland UK is available for all orders placed before 2pm, Monday to Friday. Please note that orders placed on a Friday by 2pm will be delivered the following Monday. All orders placed with DPD on a Saturday or up to 2pm on a Sunday, will be delivered on the following Monday, excluding bank holidays.
• A delivery time slot can be requested
• A signature is required on delivery
• A calling card will be left for each attempted delivery
• If there is no one available to sign for your shipment, a second delivery attempt will be made on the following working day
• Your delivery can be left at a neighbour’s house if you so request
• After two failed delivery attempts, you will have 2 working days to contact DPD using the number on the calling card to arrange a final attempted re-delivery date
• Your delivery will be fully insured against any loss or damage

Drawbacks:

• Your delivery cannot be collected from your local post office, but can be collected from your local DPD depot
• If you want to change the shipping address after dispatch, a £5 fee will be charged by DPD
• After two attempted deliveries your shipment will be held at the local DPD depot for two days

For any DPD delivery issues, please call 08459 300 100 (press option 5 for customer services).

HERMES

Hermes (formerly Parcelnet) has 30 years experience of delivering to residential customers in the UK. Delivery is £2.49 for any weight up to 25 kg. For up to date delivery information please track your order at www.hermes-europe.co.uk.

Main Benefits:

• A tracking code will be supplied with your shipping confirmation email, as soon as your order is dispatched. You can track your shipment at www.hermes-europe.co.uk.
• Your order will be delivered within 2-5 days of dispatch from the warehouse.
• When you place your order, you can request that is left with an unspecified neighbour but this cannot be guaranteed.
• A calling card will be left for each attempted delivery stating the driver's mobile number to arrange another delivery attempt that, where possible, suits you. At his point you can arrange for your parcel to be left with a specific neighbour or suitable safe location at your address, e.g. Garage.
• If there is no-one available to sign for your shipment, a second delivery attempt will be made on the following working day for no extra charge.
• FOUR attempted deliveries will be made before returning the parcel to Myprotein.
• Attempted deliveries can also take place on Saturdays.
• Your delivery will be fully insured against any loss or damage.

Drawbacks:

• No delivery time specified.
• Your delivery cannot be collected from your local post office, or a Hermes depot.
• After four attempted deliveries your shipment will return to Myprotein and a redelivery charge will be applied
• An express delivery service is not available.

For any Hermes delivery issues, please call Myprotein on 0845 094 9889 and select the Customer Service option.

PARCELFORCE

Parcelforce is a partner company of Royal Mail and is a well known and trusted brand in the UK. The cost is £3.95 for any weight up to 25kg. For up to date delivery information please track your order at www.parcelforce.com.

Main Benefits:

• A tracking code will be supplied with your shipping confirmation email, sent to you as soon as your order is dispatched. You can track your shipment at www.parcelforce.com
• Next day delivery within mainland UK is available for all orders placed before 2pm, Monday to Friday. Please note that orders placed on a Friday by 2pm will be delivered the following Monday.
• A signature is required on delivery
• A calling card will be left for each attempted delivery with a local contact number for you to call
• If there is no one available to sign for your shipment, a second delivery attempt will be made on the following working day
• After two failed delivery attempts, you will have 2 working days to contact Parcelforce using the number on the calling card to arrange a final attempted re-delivery date
• Your delivery can be left at a neighbour’s house if you so request
• Your delivery can be collected from your local post office if you are not at home at the time of delivery
• Your delivery will be fully insured against any loss or damage
• After two attempted deliveries your shipment will be held at the local Parcelforce depot for five days

Drawbacks:

• No delivery time is specified
• No weekend deliveries
• ‘Special Instructions’ selected at the payment stage are not guaranteed, and in some cases may not be fulfilled.

For any Parcelforce delivery issues, please call 08700-8501150.

ROYAL MAIL

Royal Mail is an economy service for small orders, and only available within mainland UK. The price is dependent on weight and there are 16 prices bands. Prices vary from 93p to £3.99.

Main Benefits:

• All items are sent by recorded delivery
• A signature is required on delivery
• A calling card will be left for each attempted delivery
• If there is no one available to sign for your shipment, a second delivery attempt will be made on the following working day
• After two failed delivery attempts, your local post office will hold the shipment for up to one week

Drawbacks:

• The maximum weight band is 960g
• Your order will be delivered between 1-4 working days after dispatch from our warehouse
• The maximum compensation for loss/damage of goods is £36
• The package must be missing for 15 working days from the date of dispatch before a refund or resend of your order can take place
• After two failed delivery attempts, you must rearrange your delivery online
• Shipments cannot be tracked

DPD International

DPD is a truly European courier service, and is part of the Geopost group. The price is dependent on weight and the destination country.

Main Benefits:

• A tracking code will be supplied with your shipping confirmation email, sent to you as soon as your order is dispatched. You can track your shipment at www.dpd.co.uk
• Your order will be delivered within 2-4 working days of dispatch from our warehouse
• A signature is required on delivery
• A calling card will be left for each attempted delivery
• If there is no one available to sign for your shipment, a second delivery attempt will be made on the following working day
• After two failed delivery attempts, you will have 2 working days to contact DPD using the number on the calling card to arrange a final attempted re-delivery date
• Your delivery will be fully insured against any loss or damage

Drawbacks:

• No delivery time is specified
• No weekend deliveries
• Your delivery cannot be left at a neighbour’s house
• Your delivery cannot be collected from your local post office

For any DPD delivery issues, please consult the calling card left by the local courier at your shipping address.

PARCELFORCE INTERNATIONAL

Parcelforce International is a UK courier who delivers across Europe. The price is dependent on weight and the destination country.

Main Benefits:

• A tracking code will be supplied with your shipping confirmation email, sent to you as soon as your order is dispatched. You can track your shipment at www.parcelforce.com
• Your order will be delivered within 2-4 working days of dispatch from our warehouse
• A signature is required on delivery
• A calling card will be left for each attempted delivery with a contact number for you to call
• If there is no one available to sign for your shipment, a second delivery attempt will be made on the following working day
• After two failed delivery attempts, you will have 2 working days to contact Parcelforce using the number on the calling card to arrange a final attempted re-delivery date
• Your delivery will be fully insured against any loss or damage

Drawbacks:

• No delivery time is specified
• No weekend deliveries
• ‘Special Instructions’ selected at the payment stage are not guaranteed, and in some cases may not be fulfilled.

Please note we take no responsibility for any custom fees or problems with your products being seized by customs. You order at your own risk. Please also note, we cannot be held responsible for any consequential loss arising from a delayed delivery.

Please note ANY deliveries to non-mainland UK (Northern Ireland, Channel Islands & Scottish Highlands) or a BFPO address are NOT classed as “UK Mainland" by ParcelForce. You must therefore select the exact country, which will result in a slightly higher cost (full costs are calculated at Checkout). Any order where an incorrect courier option has been selected will be held until the full and correct payment has been made. Please note this only affects deliveries with ParcelForce and DPD.

INTERNATIONAL SIGNED FOR™

A cost-effective international service operated by Royal Mail and their international partners. The price is dependent on weight, starting from £3.70.

Main Benefits:

• A cheap and no-frills international service
• A signature is required on delivery

Drawbacks:

• The maximum compensation for loss/damage is £30
• Deliveries are made between 2-4 working days after dispatch from our warehouse
• The maximum weight that can be sent is 2kg

AIRSURE®

Main Benefits:

The cheapest international option, ideal for less urgent shipments, operated by Royal Mail and their international partners. The price is dependent on weight, starting from £1.21.

• A cheap and no-frills international service
• A signature is required on delivery

Drawbacks:

• The maximum compensation for loss/damage is £30
• Deliveries are made between 10-35 days after dispatch from our warehouse
• The maximum weight that can be sent is 2kg

Ordering Information

Adding to an Order

Unfortunately, due to the speed and complexity of our operations, we are unable to add items to your order once payment has been made.

Ordering by Telephone

We do accept orders over the phone for customers who do not have access to the Internet. However, due to the manual processes involved in taking telephone orders, the following limitations should be noted:

• No order email confirmation
• No MP Points awarded on your order
• No shipping confirmation email

Timing your Orders

To avoid disappointment, we always advise to place your order a week or so before you are due to run out in order to ensure you will always have your chosen supplements available. As athletes ourselves, we know how important it is to never run out and maintain a consistent intake of supplementation with your diet.

Minimising Risks with Your Delivery

To avoid any delays or disappointment with your order, the best advice we can give you is to take a little extra time when completing your shipping address and details to ensure that everything is completed fully and accurately.

Failed deliveries incur a £5 re-shipping fee, so here are a few points to bear in mind when placing your order:

• Choose a delivery address where the goods can be signed for, eg. a daytime work address
• Utilise the tracking facility, if provided with your chosen courier, to keep up to date with the progress of your shipment. The tracking code is included in your emailed dispatch confirmation
• None of our couriers offer a Saturday delivery option with us
• To protect our customers and ourselves, we only choose shipping options where a signature is required upon receipt of goods. This helps minimize the inherent risk of shipping

Other Key Information

• If no signature is available upon delivery, the courier is instructed to leave a card stating that a delivery was attempted. You can then arrange re-delivery or collection online with the chosen courier
• If your shipping address is your place of work, it is strongly recommended to ensure the first point of contact (e.g. receptionist) is informed in advance. Any shipments that are refused at time of delivery will be immediately returned to our warehouse. A re-delivery charge of £5 would then apply.
• Delivery instructions cannot be guaranteed as it is entirely up to the drivers discretion therefore we cannot be held responsible for delivery instructions not been followed. Unfortunately we can’t request a package to be left without a signature.
• Delayed, lost or destroyed shipments can often result in partial to complete recovery of the costs
• Lost/stolen deliveries must be reported to our Customer Service Team in writing within 2 working days for UK mainland orders and within 5 days for international orders of the transmission of your shipping confirmation email
• We reserve the right to use these carriers (or others not mentioned) to insure the best and fastest service possible. Your basket will display the delivery services available to you
• If some of your ordered items are out of stock, the delivery method used for the out of stock items will be determined by the weight of the remaining goods
• Shipping costs are not refunded if your order is delayed or if items are out of stock
• Please avoid using PO Boxes when placing an order as we are unable to deliver to PO Boxes

AHow can I set up an account?

You can create your own account online at https://www.myprotein.co.uk/?page=create-an-account.

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BHow can I change my personal settings?

Due to security reasons the Customer Service team cannot access your personal account details. In order for you to amend any of your personal details please log into "your account" at the top right of the screen and this will allow you to amend the following:-

• Personal Contact Details
• Password

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CI have lost my password

You can request your password to be resent to your email address by going to the Log In page at http://www.myprotein.co.uk/?page=log-in

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DMy postcode is not recognised?

Please contact us at https://www.myprotein.co.uk/?page=create-an-account providing all registration details. An account will then be set up for you and log in details will be forwarded.

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EI don’t have a postcode

Please contact us providing all registration details. An account will then be set up for you and log in details will be forwarded.

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FHow do I register to receive special offers?

On the registration page, simply tick the box at the bottom of the registration page to receive special offers by email. You can subscribe to updates if your account is already in place by changing your personal settings.

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AAre your products of a high quality?

We pride ourselves on the exceptional quality levels of all our products. We are the only sports supplement manufacturer and supplier in the UK to achieve ISO9001 2008 UKAS accreditation. This is independent confirmation of our production quality levels. Wherever possible, we also provide Certificates of Analysis (CoA) provided by the manufacturer on each product page.

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BWhat are your hygiene standards?

We've adopted the same exacting standards as the UK Pharmaceutical and Food industry. All our ingredients are developed by qualified experts and put through rigorous quality control checks. We choose from the best pharmaceutical grade ingredients and ensure they're packaged with care. We have taken advice from the Foods Standards Agency on packaging and processing of all ingredients and we are regularly inspected by a food safety officer.

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CWhat is your Food Allergies Policy?

Please note that all of our products are produced in a factory that handles Gluten, Eggs, Peanuts, Soya, Milk, and Nuts. Whilst it is extremely unlikely that cross-contamination will occur, we cannot guarantee our products do not contain trace amounts of the above allergens. We can assure you that all equipment is thoroughly cleaned according to our ISO 9001 2008 UKAS quality procedures. However, it is within our best interests to warn that allergens are present on our premises.

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DCan you offer nutritional advice?

We offer free help and advice to all of our customers who require help in choosing the right supplements. Please note that you should always consult a medical practitioner or qualified personal trainer or nutritionist for expert advice. We will always seek to offer general guidance on nutrition and fitness. Before contacting the team, please make sure to make a note of your own personal training goals and circumstances. This will help us provide effective advice to you.

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ECan you provide medical advice?

Unfortunately, due to the implications involved, we are not able to provide any medical advice with regards to a specific illness or condition. We strongly recommend that you seek the advice of a medical expert regarding your query.

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FDo you provide drug testing on any of your products?

Our MP MAX ELITE ® range has been designed to offer the highest peace of mind to elite athletes. This premium range is batch tested for WADA banned substances by HFL Sport Science under their INFORMED-SPORT programme. MP MAX ELITE® is all about the additional assurance that batch testing by an independent, widely recognised testing authority such as HFL Sport Science can give and we are proud to be one of the few sports nutrition companies who are able to provide this level of product service and quality. 

Many of our non MP MAX ELITE ® products are also batch tested under the INFORMED-SPORT programme. Just look for the INFORMED-SPORT logo on the product page.

With regards to all our other products, as we do not stock or handle any banned substances it is extremely unlikely that our products will come into contact or be cross contaminated with such substances.  We do conduct random testing on our products and we can state that none of our products have ever failed these tests. We provide a number of professional athletes with our products and they share our extreme confidence that our products are suitable for professional use.

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GWhat containers are your supplements dispatched in?

All of our bulk powders are dispatched in resealable, food grade, plastic pouches. These offer a fantastic storage option as they take up less room than the usual plastic tub and are also much easier to dispose of. Our MP MAX® range supplements come in screw top, plastic tubs which are also food grade. The MP Life range of tablets, capsules and softgels are dispatched in food grade, plastic pots with a resealable lid. With an ever growing range of products we also have cartons, plastic bottles and cardboard boxes for certain products designed for safe transit.

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HWhy are some ingredients “clumpy" when they arrive?

Some items may be hygroscopic and may clump during shipment. This does not affect the efficiency of the product, but just the texture. We do not use any anti-caking agents in our products as we believe in offering a product without additional artificial additives where we can.

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IWhat is the serving size of protein?

How much protein you need will depend on your goals and how much protein you get from your normal daily diet. We do give serving suggestions on all of our protein products and these will give you a sound base from which to work. To be exact, we recommend researching your own daily protein requirements based on your weight and training objectives.

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JHow do I measure a product?

As the density of each of our products differ, we recommend using one of our measuring scoops. Each individual product page contains information including the amount of product that fits into one of our scoops [large OR small]. This will then provide you with a good indication of how much product is required to comply with the recommended usage.

If you need to be meticulously accurate with your measurements, we do recommend the use of digital scales. We do not, however, recommend using a spoon to measure out your product as this can be a very inaccurate and unreliable method of measurement.

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KHow do the ingredients mix?

On each ingredient page there is a 'mixability' rating out of 5. If an ingredient gets a rating of 5 it can easily be mixed in a glass with a fork. On the other hand a rating of 1 means the ingredient should be mixed using a food blender. Any ingredients with a 'mixability' rating above 2 can be mixed to a very smooth consistency in a sports drink shaker.

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LHow much liquid should I mix with my protein drink?

This is dependent on the ingredient or formula. Please check the ‘Suggested Use’ on the product pages. On most occasions, the amount of liquid you use should be based on your taste and consistency preferences. For thicker shakes use less liquid and for thinner shakes use more.

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MWhat do your supplements taste like?

On every ingredient/supplement page there is a ‘taste’ rating out of 5. If an ingredient gets a rating of 5, we believe it tastes great. On the other hand a rating of 1 means the ingredient will have a distinct taste which may not be to everyone’s liking. The lower rating products are generally best consumed with a strong tasting flavour system like our own Berry Blast. Please note that taste is subjective, and what may be pleasant to one person is not necessarily pleasant to everyone.

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NWhy does my Creatine Ethyl Ester taste bad?

Creatine Ethyl Ester is a new form of creatine which is more powerful than the regular Creatine Monohydrate. It is made with an ester salt, which makes it tastes acidic, and is absorbed much better by the stomach. We recommend consuming CEE in a small amount of liquid consuming it much like a ‘shot’. You could also try a flavouring system such as Berry Blast which has been designed to mask the taste (we also sell CEE in tablet form due to the taste). Regular Creatine Monohydrate is relatively tasteless.

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OWhat flavour do you recommend?

This is a personal choice and taste is subjective. We provide flavoured and unflavoured options for customers to choose from, plus a range of flavouring systems so customers can customise their shake to their own palette. Our flavoured ranges are constantly evolving with improved and new flavours being added all the time. All the flavours are supplied by a top UK flavouring house. If you are unsure which flavour to choose, we recommend you start with a few samples before purchasing a full product.

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PWhat if I don’t like the taste of my products?

As taste is subjective, we cannot guarantee that everyone will enjoy the same flavours and consistencies. Unfortunately, we cannot offer compensation purely on the grounds of taste. However, if the product you have chosen is available in samples, we will be more than happy to send out an alternative flavour sample free of charge. Please check first if a sample is available in your chosen product and then let us know by reply which flavour you would like to try instead.

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QIs your whey protein de-natured or damaged by heat treatment?

All of our Whey Protein Concentrates and Isolates are produced by filtration, not heat, and therefore not de-natured or damaged by any heat treatment. Heat treatment is common in whey products with gelling capabilities and ion-exchanged Whey Protein Concentrates or Isolates. The least denatured proteins, however, are those in our milk protein concentrate, which is produced by filtration straight from milk without going through the process to separate the casein for cheese or other use.

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RIs all processing of the whey protein done at cold temperatures and in a way that doesn’t damage the fragile protein fragments?

The milk is pasteurised using a high temperature for a short period so that it does not affect the protein folding. If the protein were kept at a high temperature for a longer period it would become damaged or as it is called "denatured". Following pasteurisation the protein is concentrated by passing over ultrafiltration membranes which retains the larger protein molecules and lets the other smaller molecules pass out. This process is also performed at low temperatures. An indication of how well the structure of the whey protein has been maintained is by checking the solubility, as damaged protein will not be so soluble in water.

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SCan I cook with whey protein?

Whey protein can be added to recipes for cooking in order to increase the protein content of your food. We recommend using an unflavoured whey protein if you do decide to add it to your recipe as this will have the least impact on the overall flavour. When cooking with whey protein, you may denature the protein somewhat due to the high heat. This can result in slower and less effective absorption of the protein, but generally whatever protein you put in – you will get out.

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TAre your whey proteins from cows that have been issued with growth hormone or antibiotics?

The dairy industry is highly regulated in the EU and controlled by very strict legislation. The use of hormones and in particular the use of bovine growth hormone, used to boost milk production, is banned throughout the EU. Likewise for veterinary drugs very strict controls are in place. Animals should only be treated with veterinary drugs authorized by the competent authority for the specific use and in a manner that will not adversely impact on the safety and suitability of the milk, including adherence to the withdrawal period specified. Milk from animals that have been treated with veterinary drugs that can be transferred to milk should be discarded appropriately until the withdrawal period specified for the particular veterinary drug has been achieved. This is regulated by the milk buyers who regularly test the milk for the presence of antibiotics and anyone failing the test is heavily penalised.

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UWhat is sweet cheese whey?

This is a by product of the cheese making process which removes the milk fat and most of the casein protein. The enzyme used in cheese making cuts a small fragment from the casein protein causing the casein to fall out of suspension together with the milk fat producing curds which are then processed to make cheese. The small casein fraction called glycomacropeptide remains in the liquid (whey) together with the valuable whey protein, milk sugar and minerals. The whey is then processed to extract the whey protein.

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VWhat is the difference between whey protein concentrate and isolate?

Whey Protein Isolate (WPI) is the purest and most concentrated form of whey protein currently available. It contains 90% or more protein and very little to no lactose and fat. Whey Protein Isolate is also around twice the price of Whey Protein Concentrate and is best suited to athletes who are counting their fat intake or for those who are lactose intolerant.

Whey Protein Concentrate (WPC) has anywhere between 75% and 82% protein depending upon which product you choose. As the protein level in Whey Protein Concentrate decreases the amounts of fat and/or lactose usually increase. A good quality Whey Protein Concentrate is the perfect choice for 90% of our customers as it offers excellent low prices and a high quality protein source.

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WDo you offer halal or kosher products?

Yes we do. Please check the individual product pages for information if it is Halal and/or Kosher.

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XWhy are some products vegetarian but don’t have the halal or kosher symbol next to it?

Certain bodies certify halal foods (e.g. the Muslim Consumer Group). If a product appears to be suitable for vegetarians but does not have Halal and/or Kosher status this is because we simply do not have the appropriate certification to back up the Halal/Kosher status.

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YWhy does whey protein contain bovine serum albumin if it is suitable for vegetarian diets?

Bovine serum albumin is a naturally occurring minor protein/peptide found in whey protein, and therefore, in cow's milk as well. Simply put, bovine serum albumin is a milk protein. If you currently drink cow's milk, you are consuming bovine serum albumin. Bovine serum albumin is one of the protein fractions that makes whey protein so beneficial for health.

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ZWhy do the total mg of the amino acids add up to over 1000mg when this should not be possible?

The answer to this is to do with the technique used for analysis. The amino acids are present as longer peptide chains, but in order to measure the amino acid content the peptide bonds between the amino acids have to be broken by hydrolysis which introduces water into the molecule and hence adds weight. Thus when you add up all the amino contents as analysed and compare the total to the original 100g of protein there will appear to be more than 100g of amino acids. This is the correct way of expressing the content.

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ƒCan I leave feedback on your products?

We pride ourselves on exceeding our customers’ expectations and we actively encourage and listen to feedback. If you have the time, please let us have your comments, good and bad, to help us continue to improve the products and services we offer. We want all our customers to have the best possible experience at Myprotein® and your input is highly valued.

You can leave product feedback on the individual product page under “Product Review’s". For any other feedback, please contact us. Finally, you can discuss absolutely everything about Myprotein, health & fitness and of course nutrition on the MP Forum

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