Delivery

Approval and Dispatch
Each order must receive approval from our qualified prescriber to ensure the safety and suitability of the product for each individual. This thorough review process is designed to uphold the highest standards of care and patient safety. Our prescribers carefully evaluate every order to confirm that the prescribed product is appropriate for the patient’s specific needs.

This approval process typically takes only a few hours. However, depending on the time of order placement and the complexity of the review, it may take up to 24 hours if ordered within working hours. Our detailed evaluation process guarantees that the products provided to you meet the highest standards of safety and efficacy

Dispatched orders
Once your order is dispatched, you’ll receive a tracking number via email to monitor its status and location. We offer two delivery options: DPD, which sends a PIN via email and text that you’ll need upon delivery, providing comprehensive tracking at every stage; and Royal Mail, which offers a tracked service without requiring a PIN. 

 
For deliveries to Ireland, Jersey, and other non-UK mainland locations, please choose Royal Mail as DPD does not offer overseas delivery. All orders are shipped using a signed-for service to ensure secure delivery.

 
Additionally, you can select a specific delivery date using our calendar feature. Please note that while DPD and Royal Mail aim for next-day delivery, this is not guaranteed. Delays may occur due to location and unforeseen circumstances. Due to the impact of the pandemic and seasonal rush, Royal Mail is not currently guaranteeing its 1 pm service. When possible, we will upgrade your delivery to DPD for better punctuality. If your order does not arrive as scheduled, please contact our customer Service team for assistance.

Failed Delivery Policy

We strive to provide a seamless delivery experience to all our customers. However, in the event of a failed delivery due to incorrect address details, unavailability to receive the order, or any other circumstances beyond our control, the following policy will apply:

Notification of Failed Delivery
When your delivery has failed, please contact us for re-delivery. We will work with you to reschedule the delivery at your earliest convenience.

Re-Delivery Fee
A re-delivery fee of £6.99 will be charged for each subsequent delivery attempt. This fee covers the cost of re-routing, logistics, and handling.

Accurate Delivery Information
To minimise the risk of failed deliveries, please ensure that all delivery details provided are accurate, including your address, contact number, and any special delivery instructions. Any changes to delivery details must be communicated to us prior to dispatch.

Exceptions
In rare cases where the failed delivery is due to circumstances beyond your control (e.g., severe weather, delivery service issues), we will review the situation and may waive the re-delivery fee at our discretion.