Shipping
We ship orders using DPD and Evri, which aims to deliver on the next working day following dispatch.
- Free delivery on orders over £50
- A delivery fee applies to orders below £50
- Dpd and Evri Monday to Saturday
Orders may remain marked as pending until all required checks have been completed. In some cases, this may include follow-up from our Customer Service Team or completion of the clinical review process where prescription medicines are requested.
Where prescription medicines are ordered, the order will only proceed once the clinical consultation has been reviewed and approved by a registered prescriber and the prescription has been received by the dispensing pharmacy.
The dispensing pharmacy aims to dispatch orders within 24 hours of approval, Monday to Friday. Orders approved before 4pm are typically dispatched the same working day.
All prescriptions are subject to a final clinical and legal check by the responsible pharmacist before medicines are dispensed and dispatched. The pharmacist may contact the prescriber or patient if clarification is required prior to supply.
Once your order has been dispatched, delivery updates and redelivery requests should be handled directly with DPD and Evri using your tracking information.
Once dispatched, responsibility for delivery rests with the delivery provider, although our team will assist where reasonably possible with order-related queries.
Patients are responsible for ensuring that the delivery address provided is accurate and that medicines can be received safely at the delivery location.
Certain medicines may require a signature on delivery.
Where We Ship
We currently ship to addresses within the United Kingdom only.
We are unable to ship prescription medicines outside the United Kingdom due to regulatory and medicines supply restrictions.
Delivery Safety
Patients should check their order promptly upon delivery. If the packaging appears damaged or tampered with, you should contact us before using the product.
Once medicines have been delivered, responsibility for appropriate storage and safe use of the medication transfers to the patient. Medicines should be stored according to the instructions provided in the patient information leaflet and on the dispensing label.
If you have any concerns regarding the condition, safety, or authenticity of a medicine supplied through our service, please contact us immediately before using the product.
Returns
We understand that there may occasionally be situations where you wish to return an item. We aim to make the returns process as straightforward as possible.
Non-Medicinal Products
Non-medicinal products, such as shampoos, conditioners or combs, may be returned provided they are:
- Unopened
- In their original packaging
- In a condition suitable for resale
If a returned product does not meet these conditions, we may be unable to offer a refund.
Medicines and Prescription Products
Unfortunately, we are unable to accept returns or offer refunds on medicines or prescription products once they have been dispensed and dispatched by the pharmacy.
This is because medicines are regulated pharmaceutical products and, for patient safety reasons, cannot be resold or reused once they have left the pharmacy.
This restriction reflects UK pharmacy regulations and professional guidance issued by the General Pharmaceutical Council.
If you believe you have received the wrong medicine, a damaged product, or an item supplied in error, please contact us immediately so that the pharmacy can investigate and arrange an appropriate resolution.
Unwanted medicines should not be disposed of in household waste or wastewater. Instead, they should be returned to a local pharmacy for safe disposal.
For full details, please refer to our Terms of Sale and Terms & Conditions.
Your Account
You can log in to your account on our website to manage your subscription and access helpful information, including:
- your next order date
- your current treatment plan
- options to update or change your subscription
Some subscription medicines may require periodic clinical review before further medication can be supplied.
If you require assistance with your order or have any other enquiries, please contact us at:
