All orders received Monday to Friday before 12.30pm (excluding Bank Holidays) will be dispatched on the same day. All orders received after 12.30pm will be sent the next working day (this means that an order placed after 12.30pm on a Friday will not be dispatched until the following Monday). Please note that if you have bought a pharmacy item that required you to complete a questionnaire then your order will need to be checked and approved by our pharmacist before dispatch. In these cases, your order may not be shipped until the next working day.
You will be notified by email when you place an order if there are any delays or products that are out of stock. If your item is not in stock, we will back-order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
All of our outer packaging is discreet brown or white envelopes, grey postal bags or boxes with no company advertising or logos.
UK Postage Options
All products sold on our site are priced INCLUSIVE of VAT (apart from diabetic orders which are VAT exempt) and include delivery by 2nd Class Confirmed Delivery as standard.
You can select the following shipping options on the Cart page;
All shipping options can be selected at checkout by clicking on the radial button next to your preferred shipping option.
Under NORMAL conditions your mail would be delivered as detailed below;
1st Class Confirmed Delivery – Royal Mail aim to deliver within 1-2 working days of dispatch. When your item is delivered the postman will scan the barcode on the package to confirm it has been delivered.
2nd Class Confirmed Delivery – Royal Mail aim to deliver within 2-4 working days of dispatch. When your item is delivered the postman will scan the barcode on the package to confirm it has been delivered.
Royal Mail Tracked 24 – Provides full online tracking to enable you to keep track of the delivery progress, with email notifications automatically sent to the email address you used for your order. Royal Mail aim to deliver Tracked 24 items within 1 working day of dispatch.
Royal Mail Tracked 48 – Provides full online tracking to enable you to keep track of the delivery progress, with email notifications automatically sent to the email address you used for your order. Royal Mail aim to deliver Tracked 48 items within 2-3 working days of dispatch.
Special Delivery 9am and 1pm Services – Royal Mail guarantee to deliver all packages by the time you have selected at checkout on the day after dispatch (this includes orders dispatched on a Friday which are guaranteed to arrive on the Saturday). Email notifications are automatically sent to the email address you used for your order. Please note that any Special Delivery orders placed after 12.30pm on a Friday will not be dispatched until the following Monday and thus will not be delivered until the Tuesday.
Other 24 Hour Courier – All business and oversized orders will be sent via courier with full tracking, which will guarantee delivery on the next working day following dispatch.
Customer Collection – we are pleased to inform you that we are offering Customer Collections again. Our offices are open Monday to Thursday from 10am until 4pm and Friday from 10am until 1pm. We are closed Saturdays and Sundays.
Please note: You will need to place and pay for your order on-line first. We will then process your order and you will receive a confirmation by email to say that your order is now ready for collection. ONLY once you have received this email will you be able to come in and collect your order!
Overseas Postage Options
All shipments are sent by Royal Mail Priority Airmail as standard and are fully insured and covered in the event of loss or damage but do not have a tracking number. If you would like your order sent with tracking then this is available by selecting the “tracked” option at checkout for an additional charge. If you select the tracked option, then your order will be sent using the Royal Mail International Tracked and/or or Signed services.
The delivery charge will vary by location. To calculate the shipping charge to your location, go to checkout and enter your address details. Once you have done this, the different options and their associated charges will be shown.
The delivery time will also vary by location but in general, delivery to Europe and North America will take ~7-10 days and to all other locations will take ~10-14 days. Please note however that we have found deliveries to certain locations such as India, Israel, Turkey, Russia, UAE and most of northern Africa and South America can be very slow due to customs and often take up to 6 weeks to arrive.
Unfortunately due to the global pandemic, there are severe delays on a lot of mail, especially overseas shipments. We have spoken at great length with Royal Mail about this and they have advised a lot of the delays are due to social distancing rules. They explained that they would normally have 40-50 people working on sorting the mail, but due to the guidelines to keep 2 metres apart, the number of staff is reduced to 5 or 6 people, meaning the mail is taking 8-10 times longer to process. The delays on overseas orders are further impacted by similar staff reductions at airports and in customs departments. Furthermore, many country’s customs have a huge amount of mail backed up to process and are now asking the sending countries to hold the mail whilst they clear the backlog. The amount of delay will vary greatly by location (smaller sorting offices might not have had to reduce staff so delays could be minimal, whereas large depots will be significantly affected), but we have had reports of UK packages taking 3-4 weeks to arrive whilst some overseas packages are taking 8-10 weeks.
We are very sorry about this but there is nothing we can do to speed things up – this is just an unavoidable reality given the current global crisis, so we ask that you please be patient and allow extra time for your delivery to arrive. If you cannot afford to wait, then please choose the Tracked or Courier options which are still running a reliably fast service.
Please note: Royal Mail Tracked 24 (Next Working Day) shipments sent on a Friday will not be delivered till the following Monday. If you need Saturday delivery, then you can select this option from the drop down menu at checkout for an additional charge. Any Next Working Day order received on Friday after the cut-off time of 12pm will not be dispatched till the following Monday and thus delivery will not be made till the Tuesday.
We have found that there are delays on most EU orders since the UK left the EU on January 1st 2021, because all shipments are now subject to a variety of brand new checks and procedures when being processed, which has caused delays. There are also additional delays due to goods now needing to pass through customs and there are still some teething problems with these new systems, so please allow extra time for all orders sent to the EU from the UK.
To keep up to date with Royal Mail restrictions please visit the links below;
Coronavirus update: We’re keeping the UK connected. We are open for business. Despite best efforts some services may be disrupted. for more information please click on the links below;