Privacy Policy
Delivery Information
Order Processing & Approval
All orders are reviewed by a prescriber before dispatch.
• Orders approved before 4 pm (Mon–Fri) are usually dispatched the same day.
• Orders approved after 4 pm, or at weekends/bank holidays, are processed the next working day.
• Express delivery timeframes run from the point of clinical approval, not from when you place your order.
Delivery Options (UK Only)
We deliver using Royal Mail tracked services. A signature is required for all deliveries.
• Royal Mail Tracked 48: Estimated delivery in 2–3 working days after dispatch.
• Royal Mail Tracked 24: Estimated delivery in 1–2 working days after dispatch.
• Royal Mail Special Delivery Guaranteed by 1 pm: Delivered the next working day if dispatched before cut-off. Please note Royal Mail’s time guarantees can vary for certain remote postcodes.
Temperature-Sensitive Medicines
Temperature-sensitive medicines (such as weight-loss injections) are always shipped via Special Delivery Guaranteed by 1 pm and must be signed for in person. These items cannot be left unattended, with neighbours, or in a safe place.
Tracking & Notifications
Once your order has been dispatched, Royal Mail will email or text you your tracking link. You can follow your parcel all the way to your door.
If You’re Not Home
Because a signature is required, Royal Mail will leave a card or send a message with instructions so you can rearrange delivery or collect from a local depot/Post Office.
Safe-Place & Neighbour Requests
For prescription medicines — and especially temperature-sensitive items — we do not leave parcels in a safe place or with neighbours. This ensures your medicines remain secure and effective in transit.
Discreet Packaging
All orders are shipped in plain, unbranded packaging with no indication of contents or our pharmacy name on the outside. Only your delivery address and the Royal Mail label are visible.
Changing Your Delivery Address
If you need to change your delivery address, please contact us before dispatch. Once Royal Mail has collected your order, we may not be able to reroute it.
Delivery Area
We currently deliver to addresses within the UK only. We do not offer international shipping.
Delays, Remote Areas & Bank Holidays
Royal Mail’s guaranteed times may differ for certain remote postcodes (e.g., some Highlands & Islands). Deliveries can also be affected by bank holidays, severe weather or network disruption. We’ll always do our best to get your order to you quickly.
Missing, Damaged or Failed Deliveries
If your parcel is delayed, missing or arrives damaged:
1. Contact our Customer Care team with your order number.
2. We’ll liaise with Royal Mail and help arrange re-delivery or a suitable resolution.
3. Please note: items returned to us due to failed delivery attempts may require re-postageto resend (medicine returns are not permitted).
Returns & Cancellations
By law, we cannot accept returns or offer refunds on prescribed medicines; any returned medication must be destroyed.
• If you cancel before clinical approval, you won’t be charged (or we’ll release any pre-authorisation).
• If you cancel after approval/dispatch, standard policies apply.
If there’s a problem with your order, please contact us promptly and we’ll do everything we can to resolve it. Learn more about our returns policy here.