Delivery

1. Delivery

All orders must be approved by a prescriber prior to the order being sent out. Please be aware, if you choose any of the express delivery options, this will be from the point the item is approved by the prescriber. This is usually within a few hours but can take up to 48 hours from placing your order. All orders will be sent out using a signed for service, the express delivery options are tracked every step of the way, whilst the standard delivery is only tracked at start and end points, however still require a signature upon delivery. Please note, we do not ship any items out over the weekend and public bank holidays.

We do endeavour to dispatch all DPD Next Working Day and Royal Mail Special Deliveries on the same day where ordered before 3:30pm on Weekdays.

**Please note, 'NEXT DAY' means next working day; unless you opt for DPD Saturday delivery on Friday, you will receive all orders made on Friday on Monday.**

Dispatch cut off times:

Mon - 3:30pm

Tue - 3:30pm

Wed - 3:30pm

Thurs - 3:30pm

Fri - 3:30pm

Sat - No dispatch

Sun - No dispatch

1.1 Products will not be dispatched until they have been clinically approved as appropriate by our clinical team.

1.2 The chosen delivery method will take effect once your prescription has been authorised by the prescriber.

1.3 Standard Delivery Services

• DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.
  
  
• Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day.
  
  
• Royal Mail Tracked 24: Orders approved before 3:30pm will be dispatched the same day and delivered within 24 hours. Not a guaranteed service.
  
  
• Royal Mail Tracked 48: Orders approved before 3:30pm will be dispatched the same day and delivered within 48 hours. Not a guaranteed service.
  
  
• DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.
  Free Standard Postage: Standard medication orders over £40 are eligible for free standard postage. Refrigerated medication is excluded from this offer.

1.4 Delivery Services for Refrigerated Medication

• DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.
  
  
• Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day.
  
  
• DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.
  
  
• Fridge Postage (1–3 Working Day Dispatch): Orders will be dispatched within 1–3 working days after approval. Once dispatched, delivery will be via next-day service, and a dispatch confirmation email will be sent.

1.4.1 All refrigerated medication will be delivered using next-day services to maintain the cold chain.

1.4.2 We are not liable for delivery issues resulting from incorrect addresses or missed deliveries of refrigerated medication.

1.4.3 Couriers will attempt delivery twice on consecutive working days. If both attempts fail, the order will be returned to us. You are responsible for receiving deliveries; missed deliveries will not qualify for a refund.

1.4.4 During busier periods, the timeframes stated in Clauses 1.3–1.4 may not apply. In such cases, longer processing times may occur, and any notices posted on our website regarding order processing will take precedence over the general timeframes outlined in these clauses.

1.5 All dispatched orders are tracked. Tracking links will be available via your patient dashboard or sent directly by email from the courier.

1.6 Occasionally, our partner pharmacies may dispense your medication. Relevant data will be shared for dispensing and delivery. By accepting our Terms and Conditions, you consent to this.

1.7 We deliver only to UK residential or work addresses. Collection pods, lockers, or offices are not accepted. If no suitable address is provided, the order will be refunded.

1.7.1 Collection is only available if arranged through the tracking link provided.

1.8 Orders cannot be sent outside the UK or to anyone other than the patient. Violations may result in order cancellation or account suspension.

1.9 Products are at your risk once dispatched to your designated address, or if left in a safe place or with a neighbour at your request.

1.10 Once an order is dispatched, you will receive a confirmation email. After dispatch, delivery details including address, phone number, email, or recipient name cannot be changed.