Delivery

All medication orders are reviewed by a UK-registered prescriber and undergo an ID verification check using a specialist provider. 

Orders are only dispatched once clinically approved and ID verified. 

If we need additional information for safety or suitability, our clinical team will contact you. This may affect dispatch times. 

Delivery times apply after your order has been clinically approved and dispatched.

Delivery options (after clinical approval)

Express tracked delivery, Royal Mail Tracked         £4.99

We send medication orders using Royal Mail Tracked 24 as our standard delivery service.

Royal Mail is our primary delivery partner. In rare cases, such as remote postcodes, service restrictions, or areas where Royal Mail cannot complete delivery, we may use an alternative delivery provider. 

Delivery usually arrives within 1–2 days after clinical approval and dispatch, but delivery times are estimates and may vary by location, courier availability, weekends and Bank Holidays. 

Temperature-controlled items:
 
Fridge-line products (e.g. Saxenda, Mounjaro) are shipped in validated temperature-controlled packaging. 

If a Safeplace has been selected, the courier will leave the parcel there, provided the location is considered safe and suitable at the time of delivery. 

If the selected Safeplace is not suitable and the courier can identify an alternative secure location on the property, the parcel will be left there instead.

If no Safeplace has been selected but the courier identifies a safe and suitable location on the property, the parcel may be safely left there. 
  
If the first delivery attempt fails, a second attempt may be made. 

Same-day dispatch (subject to clinical approval):

Orders clinically approved before the cut-off times below are usually dispatched the same day:

  • Monday to Friday: clinically approved before 3:30pm
  • Saturday and Sunday: clinically approved before 12pm

Please note these cut-off times apply to clinical approval, not just placing the order. 
Delivery times are estimates and may vary by location, courier availability, weekends and Bank Holidays. 

Where we deliver

We deliver across the UK: 

  • England 
  • Scotland 
  • Wales
  • Northern Ireland
  • Channel Islands, including GY/JE postcodes  

We are unable to deliver to: 

  • Isle of Man, including IM postcodes  
  • BFPO addresses 
  • PO Boxes  

Delivery aims and courier options may vary for certain postcodes, including Northern Ireland and Highlands & Islands. 

Delivery services

Our delivery service includes:

  • Royal Mail Tracked 24 as standard
  • End-to-end tracking by email and/or Royal Mail tracking
  • Aimed delivery in 1–2 days after dispatch
  • Royal Mail app/tracking options, which may allow you to choose a safe place or neighbour delivery where available

Medicines requiring special delivery conditions

Some medicines require cold-chain or fridge-line delivery and will continue to be shipped in validated temperature-controlled packaging. 

Other medicines may be suitable for approved controlled-temperature delivery without ice packs or cold-chain packaging, where supported by manufacturer guidance and regulatory approval. 

Wegovy delivery update:

Wegovy FlexTouch pens may now arrive without ice packs or cooled packaging. 

This follows updated manufacturer guidance and MHRA approval confirming Wegovy can be safely transported below 30°C for up to 48 hours during the final delivery stage. 

This is a clinically sound and approved change to the delivery process only. 

It does not change: 

  • the medication
  • the quality of the medication
  • the safety of the medication
  • the effectiveness of the medication
  • how you use your Wegovy pen  

Room temperature does not mean unsafe. 

Because Wegovy no longer requires ice packs or bulky cold-chain packaging under the approved delivery process, it can now be sent in more slimline packaging. This should make delivery easier and should allow the parcel to fit through a letterbox where possible. 

If your Wegovy pen is unopened and you are not using it straight away, place it in the fridge once received so it continues to be stored correctly until you are ready to use it. 

Once a Wegovy pen is in use, it can be stored either in the fridge or at room temperature below 30°C for up to 6 weeks. 

Mounjaro delivery: 
Mounjaro remains cold-chain and will continue to be handled under the existing cold-chain delivery process.

If your medicine requires cold-chain delivery, the delivery process may be different from Wegovy. This may include different packaging, courier handling or delivery requirements.

Please follow the delivery and storage information provided with your order.

If you have concerns about your delivery, including delay, heat exposure, damage, or the condition of your medication, please contact our Patient Care Team before using it. 

Safe place and neighbour delivery

A signature is not normally required for medication orders. 

Patients can use Royal Mail tracking or app options to manage delivery preferences, including selecting a safe place or delivery to a neighbour where available. 

Where a parcel is delivered to a safe place or neighbour, please collect it as soon as possible and follow the storage instructions for your medicine. 

If you believe your medicine has been left somewhere unsuitable, exposed to heat, damaged or delayed, please contact our Patient Care Team before using it.

Receiving your order

If your parcel is returned to us by the courier, for example, if it is not collected or is refused, we will contact you once it arrives safely back at our dispensary. 

Where it is safe and appropriate to do so, we will look to arrange redelivery. 

Refunds are not available for prescription medication once dispatched.
 
If your parcel is not delivered on the expected date

Please check:

  • your tracking link  
  • Royal Mail app notifications, if available  
  • any “Something for You” card  
  • safe places around your property  
  • whether it has been left with a neighbour or household member  

If your parcel has 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 Royal Mail or any alternative delivery provider used and provide your first update within 48 working hours, Monday to Friday. 

We will keep you informed until the investigation is closed. 

If the courier confirms the parcel as lost, we will arrange a replacement. 

Prescription medication cannot be refunded once dispatched. 

Prescription medication cannot be refunded once dispatched (in line with MHRA and GPhC guidance).

Returned or failed deliveries

  • If the courier returns your parcel to us, we will contact you once it arrives safely back at our dispensary.
  • Where it is safe and appropriate to do so, we will look to arrange redelivery.
  • We cannot offer refunds or replacements for prescription medicines returned or undeliverable due to:
    • An incomplete or incorrect address 
    • Failure to collect the parcel
    • Refusal of delivery  
    • Failure to retrieve the parcel after delivery, including where it has been delivered to a selected safe place, neighbour, or other Royal Mail delivery option
    • The medicine no longer being suitable for redelivery or supply after return 

Address accuracy

Please ensure your delivery address is correct before completing your order. 

This includes: 

  • house number or name
  • flat number, if applicable
  • street name
  • postcode
  • any access information needed for delivery 

 
If the address is incomplete or incorrect and results in a failed delivery, we cannot refund or replace the order. 

Checking your delivery

Please check your delivery promptly once received. 

Contact our Patient Care Team immediately if: 

  • The wrong item has arrived
  • An item is missing  
  • The medicine or packaging is damaged 
  • The pen is broken or leaking  
  • The liquid is cloudy, coloured or has particles in it  
  • The parcel was delayed  
  • You believe the medicine was exposed to heat or freezing temperatures 
  • You are unsure whether the medicine is safe to use  

For delivered items, please contact us within 7 days of receipt where possible. 

For delivery delays or temperature concerns, contact us as soon as you become aware of the issue. 

Need help with your delivery?

Our Patient Care Team manages delivery investigations directly with Royal Mail or any alternative delivery provider used, so you do not need to contact the courier yourself. 

If your expected delivery date has passed, please first check your tracking/app, look around your property, including any agreed safe place, and check with neighbours or household members in case the parcel has been accepted for you. 

If you still cannot locate the parcel, contact us through our Help Centre or email:  [email protected]

We will confirm the next steps and provide your first update within 48 working hours, Monday to Friday.