Delivery
How is my item delivered?
All our products are shipped in discreet packaging directly to your desired address by Royal Mail. Wherever possible, we will try to make sure the packaging can fit through the letter box but some medical products are quite large and will not be able to pass through a standard letter box.
What does the delivery packaging look like?
We know privacy is a priority for many of our customers. We ship our medication out in plain cardboard packaging.
How quickly will my item arrive?
If our clinicians are happy to process the order and do not need any additional information, orders placed before 3:30pm on a normal weekday will be dispatched that same day.
| Service | Expected Arrival | Flat Fee |
| Royal Mail Tracked 48™ | Usually takes between 2-4 working days, including Saturdays. Can rarely take up to 5 days. | £1.95 |
| Royal Mail Tracked 24™ | 1-3 day tracked service. Usually arrives next day*, including Saturdays. | £2.95 |
| Royal Mail Special Delivery by 1pm™ | Guaranteed by next working day** before 4pm. | £5.95 |
*Please keep in mind only orders placed before 3:30pm on normal weekdays are dispatched on the same day. This is to give our clinicians and pharmacy staff enough time to check over the answers to your health questionnaire, issue and pack your medication before it is collected by the Royal Mail. The Royal Mail collects our orders at 1pm and 4pm.
**Guarantee does not include remote Scottish highlands and the British Isles. Delivery to these locations can take longer.
What could delay my order?
There are two main issues that may delay your order.
- We have been unable to verify that you are over the age of 18. Our service is only licenced to provide medication for people over the age of 18. We do this by checking your name, date of birth and billing address against national databases like the electoral role. If we are unable to verify your age, we will reach out to you via email and text and will process your order once we have this information from you
- Our clinicians need additional information. Sometimes, based on the answers you provide, our clinicians need to ask some follow-up questions. We will send and email and text message telling you order is on hold and asking you for the additional information needed by our clinicians. We will be able to process your order once we have this information
Can I track my order?
All items are sent out via tracked services. You will receive an email once your order has been packed with the tracking number. You can use this tracking number to monitor the journey of your order through the delivery process. Royal mail will also attempt to email and text you on the delivery date to keep you informed about the expected delivery date and time.
Will I need to be at my delivery address to sign for my order?
A signature is only required if you have chosen guaranteed next day delivery. For all other delivery methods, the post man and post woman will attempt to post your order through the letter box. If your item is too large to go through the letter box, they will leave you a note and attempt a re-delivery.