Help Centre
Diet Advice
Yes! Our products can be incorporated into your everyday diet in whichever way works for you. Choose a plan that suits you and your lifestyle, from our exante 800, exante 1200, exante 5:2 or exante Maintenance diet plans.
Consumption varies on each product category and what diet plan you are following. To make it simple we’ve created a handy How It Works eBook that you’ll receive every time you place an order with us. You should receive your email within 24 hours of placing your order. It’s packed with information about our products, our diet plans and answers to our most frequently asked questions. Not received it? Simply contact one of our friendly customer service advisors who will be able to help.
A meal replacement is a shake, bar, soup or dessert designed to be a complete nutritional substitute for traditional food. Developed by our in-house nutritionists; each exante meal replacement specially formulated to be high in protein, low-carb and enriched with over 27 vitamins and minerals. 1/3 of your NRV and perfectly balanced to give you everything your body needs.
Total meal replacement diets or VLCD diets have been used in the UK for over 30 years. The limited amount of calories means that your body turns to its fat stores for energy, enabling you to lose weight quickly, naturally and safely. There has been a great deal of medical research into their effectiveness in reducing the risk of major weight-related diseases such as Type-2 diabetes and heart disease.
Meal replacements are a delicious and convenient way to help you control your calorie intake and are expertly nutritionally balanced to ensure you consume all the essential nutrients you need such as Fibre, Iron, Calcium and B vitamins.
With any diet it’s best to determine what your weight loss goals are so you can select the right diet plan to follow. Struggling to decide? Simply get in touch with our customer service team who will be able to point you in the right direction! When you’re ready to start make sure you take your measurements or a before picture so you can track your progress. Make it simple by planning your first week so you know what you’re going to eat each day. Finally join our private Facebook group to meet thousands of like-minded people who are also embarking on their exante journey!
exante 800 is a complete Meal Replacement or VLCD diet. Simply substitute your traditional meals for 3 exante meal replacement products a day and add an additional 200 calories, reducing your calorie intake to around 800 calories. This can be a healthy 200 calories snack from our approved list or an additional exante meal replacement product.
This plan is ideal for someone with a BMI 25+ and with BMI 30+, who are looking to make a big lifestyle change to improve their health by losing weight with Exante.
If your BMI is below this then why not check out our exante 1200 diet plan, exante 5:2 diet or exante maintenance plan? Please note that our VLCD plan is only suitable for those between the ages of 18-65 and is recommended for a maximum of 12 weeks. As with any change in diet, you should consult your GP before starting exante 800.
We always recommend transitioning to our exante Maintenance Plan to maintain your weight loss after you have reached your goal.
The 5:2 Diet is an intermittent fasting plan. Traditionally, the plan involves 5 normal days of eating and 2 non-consecutive 'fasting' days, where you restrict your calorie intake. For more information, check out our 5:2 Diet Page.
Customers following our exante 800 plan reported losing an average of 2-5 stone* It is important to remember, everybody is different and your weight loss will be individual to you and your metabolic rate.
Exercise is an incredibly important part of a healthy lifestyle. If following the exante 800 diet plan, we recommend 20 minutes of light to moderate exercise each day. If incorporating exante products into your everyday life or following our exante 1200 diet plan, 1 hour 3-5 times a week is a great place to start! Check out our exercise section in our Health Hub for guidance or download one of our eBooks to get your started.
It's important that you try to drink at least 2 litres of water per day to make sure you stay hydrated and it will help make you feel fuller for longer.
All of our exante Meal Replacement Shakes have no gluten containing ingredients. However, they are manufactured in a facility that produces products containing milk, soy, eggs, nuts and wheat.
The simplest answer is to mix your shakes with 200ml of cold water. You can of course choose to mix them with milk for a creamier taste, however be mindful if you are on exante 800 as this impacts your calories and therefore we would suggest sticking with water. The shakes also blend well with ice if you are more of a 'Frappe' lover!
No I’m afraid not. You’re going to need more calories so your baby develops properly and it’s advisable to avoid Vitamin A supplements in pregnancy (all our products contain Vitamin A). Weight loss in pregnancy should only be attempted under medical supervision, so speak to your midwife or GP about the best way forward. If you are currently following a meal replacement diet and find out you’re pregnant then you need to stop and return to conventional food. Your GP/Midwife can support you with advice on a healthy diet during pregnancy.
Alcohol is not recommended on our exante 800 and exante 1200 plans. Alcohol has a lot of empty calories, which can slow down your weight loss process. We understand that sometimes life can get in the way and social occasions, such as birthdays and Christmas make this difficult, but we advise to try avoid alcohol as much as possible.
once a week, preferably in the morning, before consuming food or meal replacements, and after going to the toilet.
My Account
Start your story with exante today and join the 1,000,000+ people who have transformed their lives with us by heading over to our sign up page.
It's simple to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll find all the options you need.
There's no need to worry, we're DPA- compliant meaning we care about keeping your details safe.
For more information, please visit our Privacy Policy page.
Don't worry, by heading to the log-in page and selecting 'Forgotten your password' you'll be on your way to getting it reset in no time!
If you don't want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.
Don’t forget, you can choose to re-subscribe at any time!
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
Ordering
It's so simple! exante has the UK’s largest range of low-calorie, high-protein meal replacement and weight management products. Whether you want to lose weight or tone up, we've got a range of flexible, easy-to-follow diet plans to suit you.
All exante stock depends upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we'll get in touch to let you know.
We’ll never stand in the way of you and your products so we make it easy to order online, we’ll even hold items in the basket for 60 minutes for you should you temporarily leave our page!
Find the products you want and add them to the basket. You can either carry on shopping or checkout if you’ve got everything you need.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go! We’ll send you an email as soon as the order is on its way.
Yes! Click on the basket icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to jump right in and do it for you.
Get in touch with them now via the 'Still need help?' section (below).
Yes, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.
We'll send you an email as soon as it's on the way! Or simply check your account to track it.
Plus, we ship all items separately, making sure you get what you need as quickly as possible.
Your account makes it easy to keep track of all your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and discover all the information you need.
We'll also send you an email as soon as it's on the way!
Your account will show any previous orders you've placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Not found the information you need? Send our Customer Service team a message while you're in your account.
We're sorry to hear you want to cancel.
Can we help with anything so that you don’t have to? You can contact our Customer Service team via the 'Still need help?' section (below).
If not then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
See our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.
Select the order you wish to cancel and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don't worry, you can try and cancel the item in your account.
You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. Refer to our Returns Policy to find out how.
Need some more help? You can send our Customer Service team a message via the 'Still need help?' section (below).
We're sorry that happened! We take pride in all our products.
So that we can look into this for you, please contact us via the 'Still need help?' section (below).
It'd really speed things up if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we've looked into the fault we'll send you an email with the outcome.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products then please raise this with our Customer Service team via the 'Still need help?' section (below).
It'd really speed our investigation up if you could find the information below before contacting us-
1. Order Number
2. Product Name
3. Batch Number
4. Expiry Date
5. Images where applicable
6. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.
We’re sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We’ll need to know the following-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we know what’s happened, we’ll send you an email with the outcome.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Payment and Discounts
We offer a variety of online payment methods to ensure our customers can access the best sports nutrition products with ease.
Visa
Visa Debit
MasterCard
Maestro
American Express
Alipay
One4all
PayPal
Klarna
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
This is just so we can keep our customers safe!
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you're seeing the status 'Payment Problem' then you're probably confused, don't worry this can be easily fixed and we'll have your products on the way to you in no time!
Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you've done all that and still can’t fix the problem then please contact our Customer Service team who'd be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite supplements with ease.
We like to make things as easy for you as possible, including getting discount off your favourite meal replacement products.
Once you’ve got all your items in the basket, then add your code in the box marked ‘Got a discount code? Enter it here’. Clicking ‘Use Code’ will apply the discount.
If the code doesn’t work then you’ll need to check you’re not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We're sorry to hear your code isn't working! To find out why you'll need to check the terms and conditions of the offer.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Earn £10 for every successful referral and your friends will get 30% discount!
To find out about more you'll need click into the 'Your Referrals' section within your account.
Delivery
We send you an email as soon as your order is on the way so that you can find out when it will arrive.
For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you that, you’ll have the option to see timeframes!
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).
We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.
You’ll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all of our customers to enjoy their products so if you're not happy with your order then you can send it back to us.
All we ask is that you let us know that you don't want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).
They'll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way!
If you don't receive your refund and it’s been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
· THG Nutrition Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.The email you received was not a marketing email. It was an important
announcement about a change of legal owner in relation to databases in which
you are included. When you opt out of receiving marketing emails, we need to
keep you on the database so that we know not to send you marketing
communications. You do, of course, also have the right to have your data
deleted from the database entirely in which case please use the link you see at
the bottom of the email.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.
COVID-19
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, exante is constantly monitoring the situation (and any official advice issued in connection with the same) and the Group is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.
Generally speaking, as a BRC AA Grade Accredited manufacturer, we take food safety extremely seriously and we have implemented the highest quality food safety management systems. Specifically, in respect of the threat of COVID-19, additional measures implemented by exante currently include the following:
We are maintaining and auditing food hygiene standards throughout our manufacturing process across all brands.
We have further enhanced our cleaning routines in all areas of manufacturing, fulfilment and in all office spaces.
All exante employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
In addition, we are taking extra precautions on reducing any touch and transmission points throughout all THG premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.
We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.
As a BRC AA Grade Accredited manufacturer, we take food safety extremely seriously and have implemented the highest quality food safety management systems. We are absolutely setting the highest possible standard across UK manufacturing and distribution and no other manufacturing or distribution facility has higher standards than THG. Our health and safety measures recently also achieved ROSPA gold accreditation, in recognition of our commitment to the wellbeing of our staff.
Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, exante diet would like to reassure all our customers that there will be no change to your shopping experience.
exante diet is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
exante diet can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders and receive orders as usual.
For customers located in the EU, we are only dispatching to Austria, Germany, Italy, Spain and Switzerland from our distribution centre within the EU. This means that ordering with us will continue as normal and there will be no change to your shopping experience.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
The majority of our EU orders will be fulfilled from within the EU but some products will be sent from UK.
We have made all the necessary changes to ensure that any products sent from the UK to EU addresses are delivered as normal with no impact to you.
Exante is working towards continuing to bring our products to you as we overcome the recent UK and EU trading changes as of January 2021 and new regulations around the world. For this reason, we are no longer able to trade in some countries.We thank you very much for your continual loyalty and support. Please feel free to stay in touch with us on social media. When our products are updated, we will ensure that our customers are informed as soon as possible.
