Delivery and returns

All you need to know about how your product is delivered to you.

Tracked every step of the way
Our orders are dispatched using Royal Mail Tracked 24 Signed For – so you can see your order’s progress, and be sure of the delivery once it’s made. You’ll receive a tracking link by email as soon as your order is on its way. (Royal Mail provides delivery scans and photo confirmation for many deliveries.)

Keeping it cool
Our temperature-controlled packaging ensures that your medication remains at fridge temperature for 24 hours after dispatch, and below 30°C for 5 days after dispatch, so that it arrives in perfect condition for you to continue your treatment programme. Please place refrigerated items in the fridge immediately on receipt. If there are delivery delays outside our control, the pack is designed to protect your medicine during the time windows above.

Discreet and private
Our packaging and parcels are unmarked and unbranded to maintain your privacy. Only a returns address appears on the label; nothing indicates the contents.

Delivery options and timing
All timings below apply after a clinician has approved your order.

• Royal Mail Tracked 24 (signed for) – aims to deliver next working day (including Saturday in most areas); not a guaranteed service.

Cut-off times

• Orders approved before 1pm (Mon–Fri) are usually dispatched the same working day.
• Orders approved after 1pm, on weekends, or on bank holidays are often dispatched the next working day.

Signature and safe places

• A signature may be required on delivery. For medicines (especially cold-chain), we do not recommend leaving parcels in a “safe place” or with neighbours.

Costs
We offer free next working day delivery using Royal Mail Tracked 24 Signed for service.

Where we deliver
We deliver to UK addresses only. We’re unable to deliver to PO boxes, forwarding or virtual address services.

If you’re not in when we deliver
Royal Mail will attempt delivery and may take the parcel to your local delivery office if no one is available. You’ll receive a card/notification with re-delivery or collection instructions. Uncollected items are returned to the pharmacy after Royal Mail’s holding period; per medicines law, refunds are not available once a prescription has been dispensed and left our control, but we’ll help arrange a suitable re-delivery where possible.

Address changes
For refrigerated (cold-chain) items, the delivery address cannot be changed after clinical approval due to temperature-control requirements. Please check your address carefully at checkout.

Returns and damages
For safety reasons, we can’t accept returns of prescription medicines. If your parcel arrives damaged, too warm, or you believe temperature control has been compromised, contact us the same day with your order number and photos – we’ll investigate and replace where appropriate.

Bank holidays and unexpected delays
Couriers may have limited services on bank holidays and during severe weather or network disruption. We’ll keep you updated by email with any material changes to your delivery estimate.

Click & collect
We don’t currently offer click & collect service. Delivery is direct to your address to protect cold-chain integrity and patient privacy. You can arrange for your order to be diverted to a post office for collection via your tracking link or Royal Mail App.

Need help?
If you have any delivery questions or your order hasn’t arrived within the expected window, please reply to your order email or contact support with your tracking number so we can help. You can also track service updates for Royal Mail in your area if needed.