How we pack

Every parcel goes out in plain packaging. No pharmacy name on the outside, no logo, nothing indicating what is inside.

The sender details do not reveal the nature of the contents either. To a courier, a neighbour or anyone who sees the parcel, it looks like any other delivery.

Contents are packed to survive transit. Outer boxes are protected against crushing and the contents against moving around inside.

Dispatch

An order enters processing once payment has been confirmed. We then pick it and hand it to the carrier.

Orders placed on non-working days or outside working hours go into processing on the next working day.

Once dispatched, you receive a message with the information needed to follow the parcel.

How long it takes

Primarily a function of where the parcel is going, and of how busy the carrier is.

Also affected by peak periods, public holidays, checks in international transit and the weather. Those are outside our control.

An estimated timeframe for your order is shown when you place it. That is an estimate, not a guarantee of a particular day.

Delivery charges

The delivery charge is shown in the basket before you confirm anything. We do not add anything later.

The amount depends on the destination and the size of the parcel. On larger orders delivery is sometimes included, and the basket says so.

Tracking

Tracking details are sent by email after dispatch and let you see where the parcel is.

The first scans usually appear with some delay, since the carrier's system needs time to register a new parcel. No status immediately after dispatch does not mean anything has gone wrong.

If you are not in

The carrier leaves a card or details of a collection point. The exact procedure depends on which company is handling it.

Parcels that are not collected eventually return to the sender. If that happens, write to us and we will work out what to do next.

If the parcel does not arrive

First check the tracking, and check whether it has been left with a neighbour or at a collection point. That happens more often than people expect.

If that leads nowhere, write to us. Include the order number and the email address used to place it, and we can establish what happened more quickly.

Parcels genuinely lost in transit are claimed with the carrier and resolved with the customer.

A damaged parcel

If the outer packaging is visibly damaged, check the contents on receipt and note the damage with the courier if that is possible.

Write to us as soon as you can and include a photograph of the packaging and the contents. We handle these individually.

The delivery address

Check the address before confirming. Once a parcel has been dispatched it generally cannot be changed.

If you spot an error before dispatch, write immediately — at that point it can still be corrected.

Nothing is asked of a UK buyer beyond an address. No prescription to upload, no consultation, nobody ringing back to ask questions you did not invite. You pick the strength, you pick the quantity, that is it.