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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(s) to dispense and dispatch. 

Once an order is dispatched, a confirmation email is sent with a tracking number to track your order whilst enroute.

How long does delivery take?

You should expect your parcel within 24 hours of dispatch and no later than 48 hours.

How are my items packaged?

We are committed to using high quality packaging material to ensure that your goods reach you in perfect condition. All orders are packed discretely to respect your privacy.

How will my order be delivered?

We deliver to Mainland UK by DX, a fully tracked courier service or Royal Mail. Parcels that are too big for the letter box will need to be received by an adult aged 18 years and over.


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?

No. 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 accepted by an adult at the delivery address.

How much is delivery?

Delivery is FREE. 

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 further assistance, contact our customer service team.

I have missed my delivery, what should I do?

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

Failed Deliveries

Any order that cannot be delivered because it has been declined at the point of delivery or where subsequent arrangements to redeliver have not been made may incur additional charges.
If contacted, our partner pharmacy will arrange to resend it at a current cost of £3.12 to the same original address or an alternate delivery address given, provided it has been returned to us and this happens within a 30-day window of the initial dispatch date.

 

Cancellation & Returns

 

How do I return my order?

Due to strict legal regulations, we are unable to accept the return of any medication that has left our premises. If you have unwanted medicine, please return it to any local pharmacy for safe disposal.
Any medication returned by a customer will be correctly disposed of within 30 days. We do not accept returns on medication that you deem to be ineffective.

How do I cancel my order?

If you wish to cancel the order then please call or email our customer service team as soon as possible. You have the right to cancel and get a refund up to the point when your order is dispatched.
This is defined as the point you receive notification that your order has been dispatched.
Please note that if your order has already been approved by a doctor, a £5.00 admin fee will be deducted from any refund given.

My item is damaged, faulty, or incorrect

If you receive an item that is damaged, faulty or just not what you ordered, please contact our customer service team within 10 days of receiving the item.
Where possible, a replacement will be sent to you at no extra cost otherwise a full refund issued. We may ask you to post the items back to a freepost address or arrange collection from you. 

For more information, please visit the FAQ section.

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