Delivery Policy

1. Delivery Schedule

• Medication is dispatched 7 days a week.
• Deliveries are made via Royal Mail or a secure courier service.
• Dispatch times may vary depending on clinical approval, stock availability, or national postal delays.

2. Delivery Address Requirements

• Medication will be delivered to the registered patient address on your account unless you tell us otherwise at the time of ordering.
• If you require delivery to a different address, you must notify us at the point of placing your medication order.
• It is your responsibility to ensure the delivery address provided is complete, accurate, and suitable for receiving medication.

3. Safe Location / Leave-Safe Requests

• If you request that your parcel be left in a safe or secure location at your address (e.g., porch, shed, neighbour), this is done entirely at your own risk.
• We are not responsible for loss, theft, damage, or temperature-related issues that occur once the courier has delivered the parcel to the location you requested.

4. Cold-Chain Medication Handling

Your medication might be shipped in cold-chain conditions, meaning it is temperature-controlled to maintain its safety and effectiveness.

It is essential that within 24 hours of delivery of cold-chain medication, you:

• remove the medication from all packaging, and
• place it immediately in a refrigerator at the correct storage temperature (as indicated on the medication label).

We are not responsible for degradation or loss of effectiveness resulting from failure to store the medication appropriately after delivery.

5. Missed Deliveries & Redelivery

If a delivery attempt is made when no one is available to receive it, Royal Mail or the courier may:

• leave the parcel in the safe location you specified,
• deliver to a neighbour, or
• leave a card/notification with instructions for collection or redelivery.

It is the patient's responsibility to follow these instructions promptly to ensure safe and timely receipt of cold-chain medication.

6. Delivery Issues

If you experience any problem with your delivery, including delays, missing parcels, or damaged items, you must contact us immediately so we can investigate and resolve the issue.

Contact details:

• Email: [email protected]
• Phone: 0330 043 5958

Please include your full name, order number, and details of the issue.

7. Patient Responsibilities

By placing an order, you confirm that:

• You will provide accurate delivery information.
• You accept responsibility for medication left in a safe location if you have requested this.
• You understand the importance of moving cold-chain medication to a refrigerator within 24 hours of delivery.
• You will notify us immediately of any issues with delivery.
• You understand that failure to follow these guidelines may result in delays or compromise the safety of your medication.

8. Amendments to This Policy

We may update this Delivery Policy from time to time to reflect operational changes or regulatory requirements. Any updates will be published on our website, and the revised version will apply from the date it is posted.