We are here to help.
For order questions, delivery details or product information, contact the Leeds customer team during the hours below. This page sets out every way to reach us, what to expect once you do, and how quickly we aim to respond depending on the channel you choose.
Contact details
Sornevo Health Ltd47 Briggate, Leeds, LS1 6HJ
England
+44 113 289 4708
[email protected]
Mon–Fri 9:00–17:30
How our contact channels compare
We keep the number of channels small on purpose, so that every enquiry reaches the same small Leeds-based team rather than being scattered across platforms we cannot monitor consistently. The table below sets out what each channel suits best and roughly how long a first reply typically takes during working hours.
| Channel | Best used for | Typical first response |
|---|---|---|
| Telephone | Order confirmation, urgent delivery questions, cancelling before dispatch | Immediate during Mon–Fri 9:00–17:30 |
| Email ([email protected]) | Non-urgent questions, written confirmation requests, documentation | Within 1 working day |
| Postal letter | Formal correspondence, data protection requests, returns paperwork | Within 5 working days of receipt |
What to include
For an existing order, include the name used at checkout, the delivery postcode and the date of your confirmation call. Never send payment card numbers by email, since payment for a pay-on-delivery order is only ever handled by the courier at the point of handover, not in writing or over the phone.
Before dispatch
If you need to cancel or amend an order, contact us promptly. We will confirm what is possible based on the dispatch status and provide clear next steps. Orders that have already left our Leeds premises cannot be recalled mid-transit, so the returns process described on our Returns page becomes the relevant route instead.
Product questions
If your question relates to the ingredients, daily dose or storage of B Complex Max, our team can talk you through the information already published on the Ingredients and How to Use pages, and clarify anything that is not immediately clear from those tables.
Before you call: a short checklist
Most enquiries are resolved in a single call when a little information is ready in advance. None of the following is compulsory, but each item helps our team locate your order or answer your question without needing a follow-up call.
- The full name used when the order was placed, spelled as it appears on the delivery label.
- The delivery postcode, which is the fastest way for us to locate an order in our dispatch system.
- An approximate date of ordering or of the confirmation call, if you recall it.
- Whether your question concerns an order already placed, a new order, or general product information.
- Any reference number given to you during a previous call or email exchange.
What happens during a typical call
- A member of the Leeds team answers and asks for your name and postcode to locate any existing order.
- We confirm the details of your enquiry back to you so nothing is misunderstood.
- For new orders, we confirm pack size, price and the pay-on-delivery process before anything is dispatched.
- For existing orders, we explain dispatch status, likely delivery window and any action needed on your part.
- We close the call by summarising what was agreed and, where relevant, what happens next.
"Customers often assume a small supplement company will be hard to reach. We keep one phone line, one email address and one Leeds office specifically so that is never true. If you call during our hours, a person answers." — Sornevo customer support, Leeds
Written correspondence and formal requests
Some matters are better handled in writing, particularly requests relating to personal data, formal complaints, or documentation you would like kept on file. Where a request is submitted by post or email, we treat it with the same seriousness as a phone call and log it so nothing is lost between colleagues.
- Data protection requests (access, correction or deletion) should be sent to [email protected] with "Data Request" in the subject line.
- Formal complaints should include your order details, the nature of the issue and what outcome you are seeking.
- Returns paperwork should reference the original order and be sent alongside the product where applicable.
Full detail on data handling, retention periods and your rights under UK data protection law is set out separately on our Privacy Policy page, and complaint escalation routes — including the Information Commissioner's Office — are described there as well.
Ready to place an order instead?
If your question was really about starting a new order, you can skip the phone call and use the order form directly. A member of our team will still ring to confirm before anything is dispatched.
Go to the order form