Shipping Policy

UK Orders

Delivery charge

Standard UK delivery costs £3.50 per order and is sent using Royal Mail Tracked 48.

Any alternative or faster delivery options available for eligible products will be displayed at checkout. Not all products are eligible for faster delivery.

Delivery charges are calculated and confirmed before payment.

Order processing and dispatch

Orders are normally dispatched within 1–2 working days after they have been received and approved.

Orders are not processed or dispatched:

• On Sundays;
• On UK Bank Holidays; or
• Outside our Saturday opening and dispatch hours.

Orders containing medicines may require review and approval by a pharmacist before they can be dispatched.

Royal Mail Tracked 48 aims to deliver within approximately two working days after dispatch. This is an estimated delivery timescale and is not a guaranteed next-day or two-day service.

We will make every reasonable effort to dispatch orders within the stated timescales. However, delays may occasionally occur because of circumstances outside our control, including Royal Mail delays, adverse weather, Bank Holidays and unusually high order volumes.

Pharmacy Medicines

When purchasing Pharmacy-only medicines, you may be required to answer additional questions so that our pharmacist can confirm that the medicine is appropriate and safe for you.

Failure to provide the requested information, or delays in replying to our pharmacist, may delay or prevent dispatch.

All medicine orders are reviewed before dispatch. Orders containing excessive quantities of medicines such as paracetamol, ibuprofen or decongestants may be reduced, cancelled or rejected in accordance with pharmacy regulations and professional standards.

Please also read our information concerning the purchase of Pharmacy-only medicines.

International Orders

We currently do not accept international orders directly through the website. This includes orders to Ireland and the Channel Islands because of customs, VAT and delivery restrictions.

For eligible non-medicinal products, you may contact us by telephone or email to ask whether an international order can be arranged. Where this is possible, we will confirm the delivery charge and payment arrangements separately.

International deliveries may take 2–3 weeks, depending on the destination, customs clearance and the local delivery service.

We do not accept international orders for medicines because medicines are subject to different legal and regulatory restrictions in each country.

We may be able to accept international orders for non-medicinal products from the following sections:

• Wound Care;
• Health & Wellbeing; and
• Women’s and Men’s Health.

This excludes any medicines or restricted products included within those sections.

Customers are responsible for checking whether products may legally be imported into the destination country. Customs duties, import taxes, customs clearance fees and any other local charges are not included in our product prices or delivery charges and remain the sole responsibility of the customer.

Royal Mail’s list of prohibited and restricted items can be found here:

https://personal.help.royalmail.com/app/answers/detail/a_id/96

Delivery Provider

Our current delivery provider is Royal Mail.

Royal Mail’s delivery timescales, service conditions and any applicable guarantees are governed by Royal Mail’s own terms and conditions.

Discreet Packaging

All orders are sent in discreet, plain packaging. The outside of the parcel will not identify the products contained inside.

Tracking Your Order

Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number.

You can track your parcel on the Royal Mail website:

https://www.royalmail.com/track-your-item

Tracking information may not appear immediately after dispatch. Please allow time for Royal Mail to scan and update the parcel within its network.

Delayed or Missing Deliveries

Royal Mail deliveries can occasionally be delayed.

Please allow up to 72 hours after the expected delivery date before contacting us about a delayed parcel.

If you have not received your order within 14 days of the date of your dispatch confirmation email, you must contact us so that we can investigate the delivery with Royal Mail.

Please check that the delivery address entered during checkout is complete and correct. We cannot accept responsibility for delays or failed deliveries caused by an incorrect or incomplete address supplied by the customer.

Additional delivery charges may apply where an order is returned to us because an incorrect address was provided, delivery was refused or the parcel was not collected from the delivery office within Royal Mail’s collection period.

Checking Your Delivery

You should check the contents of your delivery as soon as reasonably possible after receiving it.

If an item is missing, damaged or has been sent in error, please contact us immediately and provide your order number and details of the issue.

Do not use any product that you believe has been supplied incorrectly.

Cancellations, Returns and Faulty Items

Your statutory rights may provide a 14-day cancellation period for certain purchases made online. However, exceptions may apply, including for certain medicines, healthcare products, personalised products, sealed hygiene-sensitive goods and products that cannot safely be returned once opened.

You also have legal rights where products are faulty, damaged, not as described or supplied incorrectly.

Further information about cancellations, returns and refunds, including applicable exclusions, is provided in our Returns Policy.