Delivery & Returns
Delivery times vary based on the option you choose at the checkout. We offer free delivery using the Royal Mail tracked 48 delivery which can take 3-4 days, or you can choose to pay a little extra to have your order delivered in 1-2 days on the DHL Next Day service. We also offer Royal Mail delivery options which can be with you as early as 9am the very next day. However, all delivery options are subject to ordering before the cut-off time and can be affected by weekends and bank holidays. The delivery time is also based on the point at which your order is approved by a prescriber. Therefore you may sometimes need to factor in extra time to allow for a clinical decision to be made.
Our services are only available for those in the United Kingdom.
Yes, you are able to add additional shipping addresses to your account which you can then select at the checkout. However, your main address must match the address on your card and it will be your main address used in the identity checks in the background.
There is not an option for you to select this on our checkout but if you select a DHL delivery option, then you will be able to arrange this once you have a tracking number. When your order has left our warehouse, you will be issued with a tracking number.
Yes. To ensure that all orders are securely being delivered to the person that they are for, we require a signature on all delivery options that we offer.
Because we acknowledge the importance of privacy when it comes to your health, we pride ourselves on offering a discreet service. All of our orders are sent out in bags that are unbranded and unmarked, bearing no clues as to their contents or who they are from.
You will be emailed a tracking number so you can track your orders.
The return time generally depends on how you send them back and what service you use. If you are returning by courier then will normally return within a week, while Royal Mail can take up to 18 days. Please bear in mind that not all orders are eligible to be returned and you should check our returns policy before attempting to send anything back to us.
Once returned to sender, please advise our customer service team (by email) about whether you require a refund or a re-send, and the reason for returning.
Once we have received and processed your returned order (which can take up to 2 weeks), it can take 3-5 working days for you to receive a refund. The amount of time can vary and is dependent on your bank.
You can make a complaint by emailing us at firstname.lastname@example.org. Please try to provide as much information about your complaint as possible in your email, so that we can hopefully resolve it as quickly as possible for you.