FAQ's

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.

Currently, we are unable to change the frequency of your refill programme, however you may contact us and we can delay your next shipment.  Or, you can delay your next shipment directly via your account, for when you are on holiday.  

Your auto-fill will ship every 4 weeks if you don’t change your shipment interval. It’s entirely up to you.

If a cancellation is made within the 14-day period but your next GOLD COLLAGEN® Subscription Box has been dispatched then please contact our Customer Care Team on customercare@gold-collagen.com for assistance.

When you join any subscription plan you automatically become a member of the “The GOLD COLLAGEN® Beauty Box Subscription Programme” and its perks!

The GOLD COLLAGEN® Beauty Box isn’t just about your selected collagen refills inside. Every refill, you will find little treats and bonuses that make our Beauty Box extra special, such as:

• Save on the monthly subscription box versus a one-time purchase.
• FREE surprise gifts (subject to availability and while stock lasts) – your chance to try before you buy, with full sizes.
• Exclusive competitions to win fabulous prizes!
• Meet and Greet invitations for our events near you.
• The chance to try exclusive brands before they launch.
• FREE Derma Scan skin test (London based only) to check your collagen levels each season.
• The chance to buy specific products/boxes available only to Beauty Box subscribers.
• First access to new features such as new payment methods and other benefits.

Note: When you cancel your Beauty Box subscription, or are no longer a subscriber, you will no longer be able to benefit from the exclusivity of the club including all extra benefits. We also cannot guarantee that the subscription price will not change, if you cancel and re-join in the future.

*Details of the GOLD COLLAGEN® Beauty Box Subscription Programme are superseded by our Terms and Conditions

If you are familiar with our products, or would like to save even more on your collagen while receiving it on a continual basis, we recommend our subscribe and save! This is our lowest price guaranteed, where you can save up to 45% vs high street prices! 

You will not only benefit from the best prices on your subscriptions, but you will receive a FULL SIZE Hydrogel Mask in your starter kit & in EVERY refill order!

Many ask us when they will see the results and what happens when they stop using the products.

GOLD COLLAGEN® is designed to start working right away. You can start to see the difference in as little as 3-4 weeks and you can notice even more results after two months (around 9 weeks). After 3 months, you will really see a difference and GOLD COLLAGEN® will have become your best-kept secret for beautiful, younger-looking skin, healthy, strong hair and nails. With the ageing process, collagen levels continue to deplete. Consistency in taking is a way to address early the advanced signs of ageing to look and feel great whatever your age!

If you stop using GOLD COLLAGEN®, our research studies show that the level of collagen slowly reverts to its original level when the PURE GOLD COLLAGEN® treatment started. Our regular customers who have stopped using the products usually come back for the same reasons to keep optimum results. We are sure that like millions of our customers worldwide, you’ll love the feeling of great, younger-looking skin, and will not want to go  a day without GOLD COLLAGEN®. If you would like a break or are going on holiday, we have a range of topical skincare and maintenance products such as our vegetarian and vegan-friendly DEFENCE that you can use in combination with your liquid collagen supplement.

Click here to see clinical trials information.

Our subscription service is the best and easiest way to ensure you  keep your skin, younger-looking, with the bonus of healthy, strong-looking hair and nails, by never running low on collagen!

You will automatically receive your favourite GOLD COLLAGEN® products at the frequency you purchase (either 30 day or 60 day).  Select a subscription and depending on your product selection, you may save up to 41% off EVERY refill. Cancel anytime. Completely flexible. The choice is yours.

Es fácil. Primero, asegúrate de haber iniciado sesión en tu cuenta. Luego, ve a la página del producto Pure, haz clic en la opción "Suscríbete ahora", agrégalo al carrito, completa el proceso de pago y estarás en camino hacia una piel radiante, cabello saludable y uñas fuertes. Si no tienes cuenta, puedes crearla aquí: Crear cuenta GOLD COLLAGEN®.

Una vez que te hayas unido, recibirás un correo de confirmación con todos los detalles de tu plan de suscripción. Cuando se envíe tu primer pedido, podrás iniciar sesión en tu cuenta y ver toda la actividad de pedidos. Todos los pedidos futuros se realizarán automáticamente cada 30 días y podrás gestionarlos directamente desde tu cuenta: Actualizar información de dirección, actualizar detalles de pago, cambiar fecha de próximo envío o saltar o cancelar en cualquier momento.

El cobro se realiza el día en que el pedido sea enviado, no cuando se realice.

After your online order, our team will get working on your order straight away. 90% of UK orders will arrive within two days (except weekends) by Royal Mail. If you have not received your order within 7 days of placing your order, please contact our UK based Customer Care Team by email: subscriptions@gold-collagen.com. 

We will place your Auto Shipment orders automatically according to your selected frequency and you will only be billed on the day the order is picked by our carriers for delivery, rather than when it is taken.

Please note: to prevent any delays with your collagen supplies, (your skin will not want to miss one day!), your second order will be processed 2 days early (after 25 days) to avoid any interruption in supply

For your subsequent refill, you will only be billed on the day the order is picked by our carriers for delivery, rather than when it is taken. We will place your auto-fill orders automatically according to your selected frequency (currently every month).  Your order will be billed around the same time frame every month, give or take a day or two.  

For example, if you initially purchased your subscription on the 15th of the month, your subsequent auto-fills will be processed around the 15th of every month following. 

Please note: to prevent any delays with your collagen supplies, (your skin will not want to miss one day!), your second order will be processed 2 days early (after 25 days) to avoid any interruption in supply.

Adding a product to your next scheduled subscription auto-fill is quick and easy! Just follow these steps:

1. Visit our website and select the item you’d like to add to your next subscription auto-fill.
2. Add it to your cart.
3. Click "Checkout."
4. At the bottom of the page, select "Add to nearest subscription."
5. Complete the checkout process, and you're all set!

Your subscription and the newly added item will be shipped together in your next scheduled order.

If you need any further assistance, contact us via Chat, or email us at: customersupport@gold-collagen.com

This version is friendlier, clearer, and keeps the customer engaged while making the process feel effortless. Let me know if you’d like any further refinements! 😊

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Una vez realizado tu pedido en línea, nuestro equipo lo gestionará de inmediato. Dependiendo de tu dirección dentro de España, por favor permite de 3 a 7 días para que tu suscripción llegue.

It's easy. First, make sure you're logged into your account. Then, go to the Pure product page, click "Subscribe Now," add it to your cart, complete the checkout process, and you'll be on your way to radiant skin, healthy hair, and strong nails. If you don't have an account, you can create one here: Create GOLD COLLAGEN® Account.

To update your billing or shipping address, follow the steps below: 

1.  Login to your account

2. Click on Address Book 

3. Scroll down and click on Add New Address

4. Set default for billing or shipping or both

4. Click Save

If you have a subscription, you will also need to update the address for each active subscription:

1. Click on "My Subscriptions"

2. Select the subscription you would like to update and click Edit

3. Click Edit next to the shipping address

4. Select the new address from the drop down list

5. Click save and you are all set

You are in full control of your Subscription Plan on gold-collagen.com You can cancel your subscription by logging into your Account on gold-collagen.com and select 'My Subscriptions' on the left side menu. Simply click on 'Cancel ' at the top of the page to cancel your subscription.  You can pause your subscription by logging into your Account on gold-collagen.com and select 'My Subscriptions' on the left side menu. Simply click on 'Reschedule' at the top of the page and enter your desired date for the future delivery. In case you log in into your account on gold-collagen.com and don't find your subscription, it could be because you checked out as a guest at the time of subscribing. Please allow the system 24 hours to link your subscription to your account. This will happen automatically if you used the same email address to subscribe and create the account. In case your subscription does not appear in your Account after 24 hours, please write to cancellations@gold-collagen.com

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.

• 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 200 points 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 250 points 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.

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 200 points entry reward when you reach this level

Tier 3 - ELITE:
Spend £1450+ in a year for even more perks!
• Earn 2x points
• Earn 250 points entry reward when you reach this level

Points and tiers reset each year, so the more you interact, the more you earn every year! (Link to What are the Benefits of Becoming a Member)

Redeeming points is simple!

When you are ready to enjoy your rewards:

• Login to your account
• Navigate to the Loyalty Rewards Programme under the Membership Tab
• Scroll down to the "How to Use Your Points" section
• Select your preferred reward
• Confirm your selection
• Copy your unique code and apply it at checkout. (You'll also receive it via email instantly)
• Please 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.

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

Share the love and earn points together!

When your refer a friend and they make their first purchase, you’ll receive 400 points for the referral and your friend will receive 400 points to kickstart their rewards.

It’s super easy!

• Simply log-in to your account
• Select Loyalty & Rewards Programme under the Membership tab.
• Your points balance will be shown at the top of the page.

Returning an order?

For "resaleable* products returned, your points will be returned to your account automatically.

*If you purchased 3 boxes and return them, but only 2 are in resalable condition, points will be returned for the 2 boxes only.

No. If you use points to pay for a new online order, that order will not qualify to earn additional points.