Delivery & Shipping Information

Most orders can be fully tracked from your dispatch email and in your online account. You will also receive an email and/or SMS notification from your courier of choice with your tracking information. Your tracking will be live from the evening that your order is dispatched.

The courier will notify you of the day of your delivery with an estimated time slot.

Orders can be delivered as quickly as the next working day.

We aim to dispatch all orders placed before 15:00 on the same working day. Any orders received after 15:00 or over the weekend will be dispatched the next working day. Orders will not be dispatched on weekends or bank holidays.

Estimated delivery dates are provided in the checkout and the courier will notify you with a date and time window when the parcel is ready to be delivered. You can follow the progress of your parcel using the tracking link provided in your dispatch email.

All orders are subject to approval by our team of doctors and pharmacists. Your delivery date in the checkout is subject to your consultation being approved by our healthcare team.

We ensure all parcels are in plain cardboard packaging for discreet delivery of your medicines and pharmacy goods. The packaging does not contain any branding on the outer packaging. The parcels are sealed with glue to ensure that they are tamper-proof.

Where possible, we will attempt to package all small parcels to fit through your letterbox in tamper-proof packaging.

When you select your delivery address, you will be given the option to confirm that it is safe and appropriate for a package containing medicines to be posted through your letterbox, if the carrier is able to do so. Do not select this option if it is not safe for the package to be posted through the letterbox, for example, due to animals or small children being able to access your post.

We will confirm in the checkout whether you parcel is likely to fit through the letterbox.

You can use the tracking links that you receive once your order has been dispatched to make the following adjustments to your delivery, directly with the courier:

Royal Mail

• Change delivery date directly with Royal Mail
• Once dispatched and on its way, you can update your parcels delivery location by adding a Safeplace, preferred neighbour, or update your delivery location to a local Post Office or Royal Mail Customer Service Point, via the tracking information if available in your area.

DHL

• Change delivery date directly with DHL
• Update delivery location - add a Safeplace, preferred neighbour, or update your delivery location to a local collection point.

Deliveries containing pharmacy-only or prescription medicines may require a signature on receipt. You will be notified that your order requires a signature on receipt in the checkout.

Royal Mail Guaranteed services are not available to all customers in the UK, especially those that live in remote postcodes. Royal Mail advise customers of the following:

We deliver by 17:30 the next working day in the following postcode areas:

• AB30 - 39, 41 - 45, 51 - 56
• GY9 Alderney (Channel Islands)
• HS1, 3 - 9
• IV21 - 28, 40 - 49, 51 - 56
• KA27, 28
• KW1 - 3, 5 - 15
• KW16 Stromness Town only
• PA20 (0&9)
• PA28 - 38, 41 - 49, 76, 77
• PH15, 17 - 26, 31 - 40, 49, 50
• ZE1

We deliver within two working days by 17:30 to the following postcodes areas:

• GY1 Herm (Channel Islands)
• GY9 Sark (Channel Islands)
• GY10
• HS2
• PA60 - 75, 78
• ZE2, 3

We deliver within three working days by 17:30 to the following postcode areas:

• KW16 - non-town
• KW17
• PH30, 41 - 44

This applies to our 'Special Delivery' and 'Saturday Guaranteed' services.

Royal Mail are the most widely recognised mail delivery company in the UK. Being on the UK’s 29 million doorsteps six days a week means they offer unparalleled price and convenience.

Your Royal Mail parcel will usually arrive with your normal daily delivery of post, however, in busier areas parcels may be delivered separately. You will be provided with a delivery time slot by Royal Mail on the morning of your delivery - this is normally four hours.

Please note: Royal Mail do not deliver on Sundays or Bank Holidays - this is reflected in the delivery estimates in the checkout and should be taken into account when ordering.

If you are not home to accept your delivery, a card should be left by the Royal Mail representative. This card will provide details of where you can collect the order or how to arrange re-delivery. You can re-arrange delivery as quickly as the next working day using the link in the card or using your tracking link.

DHL has been at the forefront of logistics innovation, pioneering technologies and solutions to improve efficiency and customer experience for over 50 years.

Their range of timed and next day delivery options make them the perfect partner to get your medication to where and when it is needed, and you’ll receive updates throughout the duration of the delivery process, letting you know where your parcel is.

DHL provides parcel recipients with a one hour delivery window, notified by email or text, so you don't have to wait in all day. They also notify you when they are 10 minutes away, so you can make sure you’re ready to receive your parcel when the time comes.

When your order is collected, you will be sent an email with a tracking link, which you can then use to track or divert your parcel.

You can use DHL’s change options to:

• Collect your parcel from your local DHL Parcel UK ServicePoint
• Rearrange delivery date and details, such as leaving your parcel in a safe place or with a neighbour
• Collect your parcel from your local DHL Parcel UK Depot

Please note: Our DHL delivery option does not deliver on Saturdays, Sundays or Bank Holidays.