When your order is dispatched, you’ll receive an email confirming the courier (Royal Mail or DPD) along with your tracking information. This email is usually sent later in the evening on the day of dispatch, so please remember to check your junk or spam folder.
If your parcel hasn’t arrived on the expected delivery date
Before contacting us, please:
- Check your tracking link for the latest updates
- Look for any “Something for You” card left by the courier
- Check with neighbours or household members in case the parcel was accepted on your behalf
If your parcel has still not arrived by the end of the expected delivery date shown in tracking, please contact our Patient Care Team the same day.
We will:
- Raise an investigation with the courier (Royal Mail or DPD)
- Provide your first update within 48 working hours (Monday–Friday)
- Keep you informed until the investigation is completed
If the courier confirms the parcel as lost, we’ll arrange a replacement for you.
Prescription medication cannot be refunded once dispatched, in line with MHRA and GPhC guidance.
Returned or failed deliveries
If your parcel is returned to us by the courier (for example, if it was not collected or was refused), we’ll contact you to arrange free redelivery once it arrives safely back at our dispensary.
Please note, we can’t offer refunds or replacements for prescription medicines returned or undeliverable due to:
- An incomplete or incorrect address, or
- The patient being unavailable to receive delivery.