Shipping and Returns Policy

Once your treatment has been approved by our clinician and dispensed by our pharmacy, we’ll usually ship it on the same day when dispensed before 4pm, on a Monday to Friday, excluding bank holidays. This excludes refrigerated items, which we don’t ship on a Friday.

Treatments approved or dispensed after these times, or during a weekend day, will be shipped on the next available working day.

We use third-party couriers to deliver our treatments. For the majority of orders, this will be DPD or Royal Mail.

If you’re ordering a one-time treatment, or it’s the first delivery of your subscription:

• your order will typically be sent via DPD
• you should receive your delivery the following working day after it’s been shipped

If it’s a repeat delivery of your existing subscription:

• for non-refrigerated items, your order will typically be sent via Royal Mail Tracked 48, and you should receive it within 3 working days
• for refrigerated items, your order will be sent via DPD, and be delivered the following working day

Please note that if you’re based in England and your order for a refrigerated item (such as a weight loss injection) is approved before 4pm on a Friday, it may be delivered the next day (Saturday) as it needs to be kept in a temperature controlled environment. But in other cases, to ensure that your treatment is stored at the appropriate temperature, your order may be shipped on the following Monday and take one extra working day to reach you.

Please also note that the above times are estimates. Because delivery is handled by a third party, we cannot guarantee delivery within these timeframes.

You have the option to ship to an address that isn’t your home or billing address.

You may have the option to change your delivery address to pickup point once you have received tracking details from the courier.

You’ll receive updates and tracking information from your delivery carrier on the progress of your parcel once it is accepted into their system.

You aren’t required to sign or provide proof of ID for your delivery.

If you aren’t able to accept delivery of your treatment – for example because you’re not at home – the driver will usually leave a card explaining what will happen next.

With DPD, you’ll receive a notification (either electronically or via card) with information on what happens next or what your options are.

With Royal Mail, you’ll normally have the option to rearrange delivery, or collect your parcel from your local collection office.

(Please note that our packaging for refrigerated items can only maintain a suitable temperature for up to 72 hours. So if you’ve ordered a refrigerated item and this hasn’t been delivered on the day initially scheduled, it may have been stored outside of recommended temperature settings. In this case, we recommend storing the item in your fridge as soon as possible, but not using it until you’ve contacted us for further advice on what to do next.)

If delivery is attempted twice but is still unsuccessful, your parcel will be returned to our pharmacy.

For non-refrigerated items which are returned to us, we may contact you to rearrange redelivery if your treatment is suitable for it. If we don’t receive a response, we’ll cancel your order, and will be required to dispose of the treatment as it can’t be re-issued. In this case, you won’t be eligible for a refund.

If your treatment is returned to us and isn’t suitable to be redelivered to you, we’ll investigate the issue further. If the reason for failed delivery is no fault of yours, then we’ll usually contact you to discuss redelivery. Otherwise, we’ll be required to dispose of the treatment and you won’t be eligible for a refund.

If we rearrange your delivery but this is also unsuccessful after two attempts, and your parcel is returned to us, you may not be offered a second rearranged delivery. In this case, we’ll dispose of the treatment as it can’t be re-issued, and you won’t be eligible for a refund.

If your parcel hasn’t arrived on the expected day, or if you haven’t received an update from the courier on when your parcel is expected to arrive, please contact us, and we’ll investigate the issue for you.

If your parcel is damaged upon arrival, please contact us for further advice. We’ll usually ask you to take pictures of the damaged parcel and send these to us as evidence.

In the event of a missing delivery or a damaged parcel, we may need to open an investigation with the courier, which can take several weeks to complete. In such cases, we’ll inform you of the outcome as soon as we have this information, and contact you about redelivering your treatment as and when applicable.

If the outcome of the investigation determines that a missing delivery or damaged parcel is due to no fault of yours, we’ll contact you to discuss next steps. You may be offered a new delivery of treatment.

If the outcome of the investigation determines that a missing delivery or damaged parcel is due to a fault of yours, you may not be offered a replacement, and you won’t be eligible for a refund.

Prescribed medication is a personally-issued, perishable product, and as such isn’t subject to the same guarantees that conventional products are.

This means that we can’t accept returns if, for example:

• you change your mind after your medication has been dispensed
• you no longer need it
• you refuse to accept delivery of it
• you’ve used the treatment and it hasn’t worked as expected

among other reasons.

If you encounter issues with your treatment, please contact us and we’ll do all we can to help you resolve these.

You can find more information about cancelling your order in our terms and conditions.

While the above provides a summary outline of our practices for handling shipping and returns, we work to find resolutions to issues on a case-by-case basis, and there may be exceptions in some instances where applicable.