Myprotein Customer Care: An Expert, Up-to-Date Guide (2025)

How to contact Myprotein customer care (official channels)

Myprotein operates customer care primarily through its online Help Centre and in-account messaging; there is no public, general customer-service phone number as of 2025. Start at the official Help Centre: https://www.myprotein.com/help-centre.list. Support scope includes orders, deliveries, returns, product queries, promotions, and account/privacy requests. Myprotein was founded in 2004 and has been part of THG (The Hut Group) since 2011, so you may also see THG referenced in policy or privacy documentation.

Direct links and best entry points

For the fastest handling of order-specific issues, sign in and use the Message Centre: go to https://www.myprotein.com, select “My Account,” then “Order History,” open the relevant order, and choose “Contact Us” or “Message Centre.” The system attaches your order automatically, which prevents back-and-forth. If you cannot sign in, use the Help Centre’s “Contact Us” flow from the same URL above; you’ll be asked for your email, order number, and details.

Live chat may appear inside the Help Centre for logged-in users when agents are available; if it is unavailable, submit a message and you’ll get a response by email and inside your account. For general browsing issues (e.g., checkout failures), include your device, browser version, and a timestamp; for order issues, include the order number and delivery postcode so the team can locate your record quickly.

What to prepare before you message or chat

Having the right details ready can reduce resolution time by days. Support commonly asks for order identifiers, proof of the issue, and a short summary of what outcome you’d prefer (refund, replacement, or technical fix). You can find your order number in your confirmation email and under My Account > Order History; product names and SKUs appear on the product page and on your invoice.

• Order number and the email address used at checkout; delivery postcode and recipient name as printed on the label.
• Clear photos if reporting damage, leakage, wrong item, or quality concerns: the shipping box, the item front/back, the packing slip, and the issue close-up. Include the batch/lot code and best-before date printed on the packaging (e.g., “L2345 12/2026”).
• For missing parcels: any delivery notifications, safe-place instructions, building access notes, or evidence such as a concierge log. If available, request the courier’s GPS/photo proof through support.
• Payment details useful for tracing refunds: payment method (Visa/Mastercard/AMEX/PayPal/etc.), last 4 digits of card (never share full card numbers), and the transaction date/time.
• For site or promo issues: the promo code used, a screenshot of the offer page, your device and browser/app version, and an exact timestamp (with time zone).

If you’re contacting support about a supplement-quality query (e.g., taste, clumping), include when you opened the product, how it was stored, and preparation details (scoop size, water amount). These specifics help the quality team replicate the issue and accelerate a resolution.

Returns, refunds, and replacements

Initiate all returns through your Myprotein account to receive the correct instructions and return authorization; do not ship items back without a return label or RMA from the portal, as unregistered returns can be delayed. In many regions, unopened items in original condition can be returned in line with local consumer laws and Myprotein’s policy, while personalized items, perishable short-dated goods, and e-gift cards are generally not returnable unless faulty. Policy specifics can vary by country; always follow the steps shown for your order within your account.

Practical timeline and what to expect

Typical flow: submit a return or problem report from Order History, select the item(s) and reason, upload photos if requested, and generate a label or pickup (availability varies by country and courier). Once your parcel is scanned at the warehouse, refunds usually appear within 3–10 business days depending on your payment provider (cards can take multiple banking cycles; PayPal is often faster). You’ll receive status emails at key points and can also check progress in the Message Centre.

If you received a wrong, damaged, or defective product, contact support as soon as possible—ideally within 48 hours of delivery—with photos of the packaging and item. Based on the case, the team may offer a replacement shipment, a full or partial refund, or an alternative resolution. Keep the product and packaging until your case is closed; quality teams sometimes request additional photos of batch codes or seals.

Delivery, tracking, and lost-parcel investigations

Tracking links are provided in your dispatch email and under My Account > Order History > “Track.” The carrier shown can vary by country and service. Allow up to 24 hours after you receive a dispatch email for tracking to populate with the first scan. For split orders, items may arrive in separate parcels within 1–2 business days of each other even if they were placed together.

When to escalate and common timeframes

If your parcel is marked delivered but not received, check alternative delivery points (concierge, reception, neighbor, designated safe place) and look for a photo/GPS proof on the tracking page. If the estimated delivery date has passed by 48–72 hours with no update, contact support; they can open a courier investigation. For international shipments, customs processing can add unpredictable delays; if you’re asked by the carrier to pay duties or provide ID, follow the instructions or ask support to confirm the legitimacy.

• Tracking not updating after dispatch: wait 24–48 hours for the first scan; then contact support if still blank.
• Late domestic delivery: escalate if 48–72 hours past the estimated window; investigations often conclude within 3–7 business days.
• International delays: escalate if 5–7 business days past the estimate; investigations can take 7–14 business days depending on customs and carrier.
• Refund after warehouse receipt of a return: typically 3–10 business days to appear on your statement (provider-dependent).

If your address is hard to find, add precise delivery notes in your account (building entry codes, safe place, or contact instructions). For recurring delivery problems, ask support to change the service level or carrier where options exist in your region.

Payments, promo codes, and subscriptions

Supported payment methods vary by region and device but commonly include major cards (Visa, Mastercard, and sometimes AMEX), PayPal, Apple Pay/Google Pay, and “buy now, pay later” partners like Klarna/Clearpay where available. Card authorizations can show as pending for up to 7 days even if an order is canceled before capture; your bank controls how quickly pending holds drop off. If you were charged twice, provide screenshots of both charges and your order history so support can trace the duplicate quickly.

Promo codes typically cannot be stacked and may exclude already discounted items, bundles, and specific categories; read the offer’s terms in the banner or product page footnotes. If a valid code failed due to a clear technical error, contact support as soon as possible (ideally within 24 hours) with a screenshot of the offer and your basket. For Subscribe & Save, you can manage your schedule under My Account > Subscriptions: adjust dates, skip, or cancel. Discounts vary by product and region (commonly in the 10–35% range); changes made within 24 hours of a scheduled charge may not apply until the next cycle.

Data privacy and complaint escalation

Privacy requests (access, correction, deletion) are handled under Myprotein/THG’s privacy framework. See the current policy at https://www.myprotein.com/privacy-policy.list. Under GDPR and similar laws, most verified requests must be completed within 30 days; complex cases may be extended with notice. When submitting, include the account email and any order numbers to help locate your data.

If you need to escalate a case

If your issue remains unresolved, reply in the same Message Centre thread and ask for an escalation to a senior agent or team lead. Summarize the timeline, attach prior correspondence, and state the resolution you seek (refund amount, replacement, or policy clarification). Keeping everything in one thread ensures an auditable trail and prevents duplicated handling.

For payment disputes, you can also pursue a chargeback with your card issuer (commonly within 120 days of the transaction, issuer-dependent) or open a PayPal dispute via the Resolution Center (generally within 180 days). If you’re in the UK and need consumer-law guidance, the Citizens Advice Consumer Service provides free help at https://www.citizensadvice.org.uk/consumer. Use regulatory routes only after giving Myprotein a fair chance to resolve the matter with complete information.

What are the lawsuits against Myprotein?

According to court papers seen by TheBusinessDesk.com, The Hut is suing for £15m, claiming Myprotein’s earnings in the six months to March 2011 were overstated by £725,000 at £1.7m and this affected the ultimate valuation.

Is Myprotein trustworthy?

Trusted. To guarantee that you get exactly what’s listed on the ingredients, we employ advanced filtration, x-ray machines, and near-infrared testing. Plus, we rigorously test ingredients before production and ensure complete traceability from supplier to shelf.

How do I get in contact with Myprotein?

If you have a question about shopping with us, or about an order you have already placed, you can contact Customer Services using our online Message Centre. Just click on ‘My Account’ on the top right of our website and follow the prompts. The Customer Relations Team opening hours are Monday – Friday 9am to 6pm.

What is the customer care number for Avvatar protein?

Customer Service
Our in-house Consumer Service department will be happy to assist you with any queries or other issues relating to your order. Please email us at [email protected] or call us at 1800 1033 611 during standard business hours 10am-6pm IST, and a representative will be in touch with you.