Terms & Conditions

This website collagen-shop.com (the website) is owned and operated by STRATEGEMATA LTD ('Store' or 'us' or 'we'). Registered office: 128 City Road, London, EC1V 2NX, United Kingdom; registered number: 8601733 (England and Wales). 


Please remember that when we accept your submitted order for merchandise on this website, there will be a legally binding contract.


All prices are displayed including VAT. The total cost of your order is the price of the merchandise ordered and delivery charges as set out in the delivery options section of this website.


Payment can be made by PayPal or by the bank transfer. If PayPal or a bank refuse to pay or do not for any reason authorize payment to us, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.


Deliveries can be made to the 172 countries. As all our parcels require a signature upon delivery, we are unable to deliver to PO Box addresses.

We dispatch the merchandise within 2-3 working days in accordance with the delivery option selected by you. Working days exclude Saturday, Sunday and following dates: January 1, January 6, April 12-13, May 1-3, June 11, August 15, November 1, November 11, December 25-26.

Get acquainted with delivery dates and methods here.

Products are sent by registered mail. If the shipment is not delivered within 30 days from the date of posting (ATTENTION - during the COVID19 pandemic, delivery times may be longer!), we file a complaint with the carrier and after confirming the lost of the shipment, we prepare a new package for you or refund money.

Please note that international deliveries outside EU countries may be subject to customs, regulatory or legal restrictions. To comply with local legislation, the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to our products. The Store is unable to offer any assistance or advice if either issue arises. 


Under the Consumer Contracts Regulations you have the legal right to cancel your order within 14 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. You can submit your cancellation notice by email to our customer services department at customerservices@collagen-shop.com.


If you are not completely satisfied with your order please return it in its original condition within 14 days of purchase for a refund or exchange. You pay the cost of delivery of returning goods. All returned goods will be examined upon receipt as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We reserve the right to refuse an exchange or refund if items are non-saleable. We will process your return as quickly as possible (no later than 5 working days) and will notify you by email once your refund, replacement or exchange has been processed. Your payment for the goods will be refunded by the Store as soon as possible by the original payment method, no later than 30 working days after we have received the goods.

If the goods are defective (e.g. a pump does not work), you should send the defective goods back to us together with a description of the defects. We will take a decision on your complaint within 3 working days of the date when the goods are returned. If the resolution of a justified complaint involves sending a new product or remedying the defects, the costs of delivery will be paid by the Store. In addition, costs of returning faulty goods will be reimbursed.

Remember to have the proof of delivery of every parcel you send to us.

Each product is checked by us before shipment, so it leaves our warehouse in perfect condition. If you find any damage to the product after receiving your order, it has been caused during transport. In this case, within 7 days, you are obliged to report the damage to the carrier from whom you received the package and draw up a damage report. Failure to report the damage to the carrier within 7 days of receiving the shipment will result in a negative consideration of the complaint. The above restrictions result from the regulations for the provision of carrier services.

Be advised, that following products: Natural Collagen Platinum, Natural Collagen Silver and Natural Collagen Graphite are sensitive to high and low temperature. Consider to not order these products when the temperature in the country of delivery is above 30°C or below -10°C. The temperature above 30°C may change the collagen gel into liquid and the temperature below -10°C may cause the bottle to crack. If you decide to order Natural Collagen despite of this warning and the product will get destroyed we will not accept any complains for the reasons described above (liquid form of collagen, cracked bottle). Notice that we have collagen gels resistant to high temperature: Atelocollagen and Native Collagen. Collagen Vege is resistant to high and low temperatures as well.


At the Collagen-Shop.com we take the protection for your personal information very seriously. In order to register and place an order you will have to provide details including your name, address, telephone number and email address. When you register with us your information is stored in 'my account'. You can access 'my account' directly to amend any personal details, for example if you change your address. For further information check the Privacy Policy section.


All rights, including copyright, in this website are owned by the Store. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. 


This website, any content contained herein and any contracts entered into as a result of usage of this website are governed by English law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.