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.
Safe Place Delivery Policy
1. Customer Authorisation:
• By selecting or agreeing to a safe place delivery option, the customer authorises the delivery courier to leave the parcel in the specified location without requiring a signature.
• Once the parcel has been delivered to the agreed safe place, responsibility for the parcel transfers to the customer, and Oushk Pharmacy is no longer liable for its safety.
2. Proof of Delivery:
• The courier’s confirmation of delivery (e.g., photographic evidence, GPS location data, or confirmation scan) serves as sufficient proof that the parcel was delivered to the specified location.
• Customers are advised to ensure that the chosen safe place is secure and suitable for receiving parcels.
3. Unauthorised Safe Place Deliveries:
• If the courier leaves the parcel in a safe place without prior authorisation from the customer, Oushk Pharmacy will investigate the matter with the courier. In such cases, we will work with the courier to resolve the issue or arrange a replacement, if deemed appropriate.
4. Lost or Missing Parcels:
• Oushk Pharmacy is not responsible for parcels that go missing after being delivered to a customer-authorised safe place. Customers are advised to file a claim directly with the courier in such cases.
5. Optional Signed Delivery Service:
• To ensure security, customers are encouraged to select a tracked or signed delivery service at checkout. This service requires a signature upon delivery and ensures that parcels are not left in an unattended location.
6. Customer Responsibility:
• Customers must provide accurate and complete delivery instructions, including a secure safe place if selected. Oushk Pharmacy will not be held responsible for any loss or theft resulting from incorrect instructions or failure to collect the parcel promptly.
7. Compensation Claims:
• For parcels lost after being delivered to a safe place, the customer is responsible for initiating a compensation claim with the courier.
Missing Deliveries
Terms and Conditions
If your delivery is missing due to a fault on the part of Royal Mail, please inform us promptly so we can initiate a claim. In the meantime, Oushk Pharmacy will send a replacement pen at a discounted rate of £50. Upon successful resolution of the claim, Oushk Pharmacy will refund the full amount for the replacement pen.
Please note:
• If you have selected a “safe place” for the delivery and Royal Mail confirms it has been delivered there but the item goes missing, Oushk Pharmacy will not be able to replace or refund the pen.
• If the pen is missing after confirmed delivery by Royal Mail or if no instructions were provided for a “safe place,” Oushk Pharmacy will not issue a replacement or refund.
By purchasing, you agree to these terms regarding missing deliveries.
Shipping Options and Returns
UK Standard Delivery
Track from shipping to delivery
Usually delivered within 3 working days of dispatch.
£4.39 for all 24 hour tracked delivery
UK Express Delivery
Track from shipping to delivery.
Usually delivered within 1-2 working days of dispatch
£4.39
Next Working Day
Track from shipping to delivery.
Next day service.
Usually delivered before 1 pm the next working day (Mon-Fri) after being shipped.
Signature Required.
£7.99
Returns
Our returns policy
General Delivery Terms and Conditions
Our general delivery T&Cs
