FAQ
Order and Delivery Questions
Where is my order?
You can track your order at any time via your tracking link or by copying your tracking code directly into the courier’s website. If you have further queries or are unable to locate your tracking information, please contact ufitdrinks@totalfulfilment.co.uk with your order number and someone will get back to you.
Can I change/cancel my order?
Once the order is placed it goes straight to picking and we are unable to make any changes to your order. If you wish to cancel it, please let us know as quickly as possible as we only have a very short window where we can do this.
Please send us an email (between 9am-4pm Monday-Friday) or contact us via Facebook/Instagram any when else and we will do our best to get this cancelled for you.
I’ve entered my address incorrectly, what do I do?
Please let us know as soon as possible if there is an error by contacting ufitdrinks@totalfulfilment.co.uk and info@lackafoods.com. The team will do their best to update the address. If they’re unable to update the address, the parcel will need to be routed back to us and a replacement will be dispatched to the correct address once we have received the products, however, this may cause an additional delay to your delivery time that is outside of our control.
What happens if I decide I don’t like them?
You can return any unopened packs to us within 28 days of purchase. Please see our returns policy for further information on how to do this here.
If you are a first-time customer and have never tried our products before, we would recommend buying one of our Variety Packs first.
I ordered the wrong thing – can I return the items?
Yes. You can return any unopened packs to us within 28 days of purchase. Please note we cannot cover the cost of returns postage. Please see our returns policy here for further information.
Can I buy outside of the UK?
Unfortunately not… yet! We’re working on it!
Do you offer exchanges?
No, we do not currently offer exchanges but you are able to return unopened packs to us within 28 days of purchase. Please see our returns policy for more information on how to do this.
What is your Returns Policy?
If you change your mind, you can return any unopened packs within 28 days of purchase for a refund, however, this will be at the buyer’s cost.
Unfortunately, we cannot accept returns for opened packs. If you return an opened pack, we will not be able to refund this and it will not be returned to you.
If you wish to return unopened packs, please contact us at info@lackafoods.com for a Reference Return Number which will need to be affixed to the box along with your order number and sent back to:
Returns, Lacka Foods
1 st Floor Park House, Mere Park
Dedmere Road,
Marlow
SL7 1FJ
You will receive a refund for the returned packs within 14 days.
There is something wrong with my order – what do I do?
Please let us know within 48hrs of receiving your parcel if there is a problem so we can investigate this further. We may not be able to resolve any issues if we are not informed within 48hrs.
If you receive an item that's damaged during delivery, please take a clear photo of the damage and send it to us at info@lackafoods.com along with a description of the problem. This will enable us to understand the issue and take the appropriate action to resolve this for you.
Some of my order is missing. When will I receive the other items?
If you’ve ordered multiple items, they may arrive in separate boxes. Unfortunately, these may get separated at the depot on occasion. Parcels will usually arrive the following day, however if you’ve still not received your items, please let us know so we can assist further.
Product Questions
Do the shakes need to be stored in a fridge?
No – they can be stored in a cupboard or a fridge unopened, however, we would recommend drinking them chilled.
What is the shelf life?
This will vary from product to product, but we guarantee a minimum of three months on shakes and snacks unless stated otherwise. The shelf life on puddings is a minimum of 15 days.
Are all of the shakes Gluten Free?
No – Some of our shakes do contain gluten. We recommend checking the nutrition information to ensure you are happy with the product contents.
Are all of your shakes lactose-free?
No - Only the UFIT Lite 15g shakes are lactose-free.
Are the shakes suitable for vegetarians?
Yes – All of our shakes are suitable for vegetarians, and we are approved by The Vegetarian Society. You can double-check this by locating The Vegetarian Society logo on our bottles.
There’s a problem with one of your products – what do I do?
We’re really sorry to hear that there is an issue with one of our products!
Please send us an email at info@lackafoods.com with your order number or purchase location, the product name and batch code (you can find this in the white strip on the side of the bottle) and a photograph of the fault so one of the team can help.
Are all of your shakes suitable for Vegans?
No – only the plant-based shake range is suitable for vegans.
Our UFIT Crunchers are also suitable for Vegans.
Can I use the shakes as a meal replacement?
These products are not designed to be used as a meal replacement but can be used as part of a calorie-controlled diet whatever your goal.
Do you use artificial sweetener?
Yes – We do use a small amount of sucralose in many of our products to help keep the calorie content down. You can check if each product contains sucralose in the nutritional information on the product pages.
Are the shakes suitable for everyone including Children?
We would always recommend checking with a health professional if you are unsure of anything orhave any allergies or medical conditions. We cannot offer any medical advice.
I’m an athlete, can I use these shakes?
Yes! UFIT shakes are ideal for athletes looking to increase their protein intake.
Do the Puddings need to be kept in the fridge?
No – they can be kept at room temperature whilst sealed. We recommend consuming chilled.
Are the puddings lactose-free?
Our puddings contain less than 0.01% Lactose per 100ml.