FAQs

If we don't have the answer to your question here, please contact us directly via support@altralife.co.uk or call us on 01184532853 and we will be happy to help!

Products

What product do I need?

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If you have been referred by a dietitian or healthcare provider, please refer back to the email you received from them and this should detail the plan you are on and which link you need to follow to order the correct products.

Our products must be used under medical supervision if using as a total diet replacement for longer than 8 weeks.

How many meal replacements do I have per day?

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The recommended dosage is 4 meal replacements a day.

For specific NHS programme questions, please go directly to your healthcare provider.

Does the 8 week plan come in small sachets?

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No, only the starter pack comes in small sachets, your 8 week plan will contain 8 larger pouches. Each 1.5kg pouch contains 28 meal replacements and includes a scoop to measure out each serving.

I don't want to do an 8 week plan. Can I purchase a single pouch?

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Yes, single pouches can be purchased here.

What vegetables am I allowed to eat alongside my plan?

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You are allowed to have non-starchy vegetables. Please see a list on this website that you can use as a guide.

What can I drink on this plan?

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Your drinks must be calorie free, which means no sugar containing drinks, no milk in tea or coffee and no alcohol.

For specific NHS programme questions, please go directly to your healthcare provider.

How do I mix the shakes and soups?

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For shakes, add 200ml of water to the shaker with your Altralife instant shake mix and the mixing ball. Replace the lid and shake vigorously for 20-30 seconds.

For soups add 50ml of hot water and your Altralife instant soup mix. Mix into a smooth paste with a fork or whisk. Top up the remaining 150ml of hot water and continue to mix. Caution: do not use hot liquid with the shaker.

Please visit our homepage and scroll to the bottom to watch the instructional videos on how to mix your shakes and soups.

How much liquid do I need to add?

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You will need 200ml of water for the shakes and soups. Please note, for the soups you will need hot water.

Caution: do not use hot liquid with the shaker

Is the scoop included?

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Yes, the scoop is included in your pouch. Sometimes it does fall to the bottom of the pouch, so please have a thorough look in your pouch to find it. If you are unable to find your scoop, please contact us at support@altralife.co.uk

How big is the scoop?

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The scoop is 26g.

2 x 26g scoops = 1 x 52g serving = 1 serving

Please use the scoop that is provided within each pouch, as this is the correct measurement.

How do I fill the scoop?

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Shake pouch before filling scoop.

Scoop powder from the top of pouch and shake off any excess powder from scoop.

DO NOT PACK SCOOP. USE LEVEL SCOOPS ONLY.

Each 52g serving of Altralife instant powdered shake or soup mix should be reconstituted with 200ml water.

How do I get a shaker?

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A free shaker is included in your starter pack. You can purchase additional shakers on our website, please visit this page.

What is the metal ball inside the shaker?

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It is mixer ball that helps to combine the powder to the liquid to make sure your shakes are mixed perfectly.

Is the shaker dishwasher safe?

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We advise against using the dishwasher for our shakers. Please hand wash your shaker to ensure it stays in good condition.

Ingredients

Is Altralife suitable for Halal?

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Yes, Altralife products are suitable for Halal.

Is Altralife suitable for vegans?

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No, unfortunately Altralife products are not suitable for vegans.

Is Altralife suitable for vegetarians?

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Yes, all Altralife products are suitable for vegetarians.

Please note that our
chicken soup does not contain any chicken derivatives, so is suitable for
vegetarians.

Is Altralife Kosher?

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No, we do not currently have a Kosher certification for our product just yet.

Do Altralife shakes contain sweetener?

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Yes, Altralife shakes contain sucralose and stevia.  All nutritional information can be found here.  

Do Altralife shakes and soups contain nuts?

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Altralife does not contain any nuts or nut derivatives and our manufacturer states that no nuts are present in the manufacturing or plant facility.

Ordering

My discount code isn’t working?

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Please check that you have the correct items in your basket for the programme you are completing. If you have been referred by your healthcare provider they should have emailed you a link to the correct product.

If you are still having issues, please contact customer support via support@altralife.co.uk stating the product, your discount code, delivery address, contact phone number and someone will get back to you. Alternatively you can also call customer support via 01184532853.

How long will my order take to arrive?

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We aim to dispatch your order within 2 working days of your order being placed. If you have not received your order, please contact support@altralife.co.uk stating your order number and query.

Please note that bank holidays can cause delays with shipping. We will always try our hardest to get your order to you as quickly as possible.

How many products do I need to add to my basket?

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This will depend on the plan you are doing. For 6 week plans, you get to choose 3 products. For 12 week plans, you get to choose 6 products.
You can mix and match flavours and product types (shakes/soups).

Please make sure you check your basket before checkout to ensure you have selected the correct flavours of shakes and/or soups.

Returns/Damaged Items

What is your returns policy?

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Our returns policy can be found on our website. Please click here to read it.

The wrong flavour was delivered, what do I do?

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Please contact us at support@altralife.co.uk with your order number, contact details and a brief explanation of what was delivered.

I received my delivery but the products are damaged, what do I do?

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We are sorry for any products that arrive damaged! In the unlikely event that this happens, please email us a photo of your damaged products, include your contact details and order number to support@altralife.co.uk and we will be happy to help.

Can I swap a flavour if I don’t like it?

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We recommend that you always try all the flavours in the starter pack before starting your programme, so that you can pick your favourites.

However, in the event that you have ordered a product and you’ve changed your mind, we will arrange for an alternative item of equal value to be sent to you.  You will be asked to pay the postage fee for the alternative product. Please note, this must fall under the 14 day return period policy and be eligible for a return, more details can be found here.

Please email us at support@altralife.co.uk to discuss this and check if you qualify for a return.

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