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Delivery & Returns

Delivery


When will my order be dispatched?

We aim to process all orders received on a normal working day. Orders that are approved by the prescribing team are sent electronically to our pharmacy partner - Chemist.net to dispense and dispatch within 24 hours on weekdays and 48hours on weekends. 

Once your order has been dispatched, an email is sent to you with an estimated delivery date and a tracking number to track your delivery. Please note that tracking numbers are not active until your parcel is enroute.

How long does delivery take?

You should receive your parcel within 24 hours of dispatch.

How are my items packaged?

Our pharmacy Chemist.net uses high quality packaging to ensure that your goods reach you in perfect condition. All orders are packed to protect your privacy.

How will my order be delivered?

Your order is delivered by DX, a fully tracked courier service. Parcels that are too big for the letter box will need to be signed for.


Special Postcodes

Dx will not deliver to the following postcodes listed below and so we use Royal Mail. Orders shipped via Royal Mail may take a little longer so allow at least 48 hours.

Does my parcel need to be signed for?

Not necessarily. We aim to deliver most parcels through the letter box for your convenience where possible. However parcels that are too big will need to be signed for by an adult at the delivery address.

How much is delivery?

Delivery is included within the cost of your medication, so you do not need to pay extra. 

What should I do if I have not received my parcel?

Please use the information provided in your dispatch confirmation email to track the parcel. If you need assistance, contact our customer service team.

I have missed my delivery, what should I do?

You should receive a card with details on how to arrange re-delivery. If this is not the case, or you need assistance, please contact our customer service team.

Failed Deliveries

Any items which have been returned due to them not being accepted at the point of delivery or where delivery was attempted but no arrangements for re-delivery were made will incur a delivery charge of £3.29 to re-dispatch. We will contact you accordingly.

 

Cancellation & Returns


How do I return my order?

Unfortunately due to strict medical guidelines we are unable to accept any returns on medication that has left our possession. If you have unwanted medicine, please take it to a local pharmacy for safe disposal.

How do I cancel my order?

If you wish to cancel the order then please give call or email us. Please note that if your order has already been approved by a doctor, a £5.00 admin fee will be deducted from your refund.

My item is damaged, faulty, or incorrect

If you receive an item is damaged, faulty or just not what you ordered, please contact us to arrange a return or a replacement.  We may ask you to post the items back to a freepost address, or alternatively, arrange collection from you. 

For more information, please visit the FAQ section.

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