Delivery and Click & Collect Information

Important Delivery Information:

This information is for guidance only. Your expected delivery date will be stated at checkout.

Tracking your order

Once your order is dispatched, you can track it using the courier's tracking number. You will receive an email detailing the tracking information and a direct tracking link.

Delivery requirements

Someone must be available to accept the delivery. These products are not available to be left in a safe place or with a neighbour.

Due to the nature of cold chain products the delivery address is not able to be changed once the order has been approved by our doctors.

These requirements do not apply to the delivery of test kits which can be posted via the letterbox and do not require a signature.

Primary Delivery Provider

DPD handles most of our deliveries. However, for certain post codes as set out in the link below, an alternative provider, such as Royal Mail, may be used who will provide the appropriate tracking information on dispatch. Orders serviced by Royal Mail may occasionally experience changes to medication availability. We will let you know if there are any changes affecting your order:

Please find a list of Royal Mail serviced postcodes here.

Express Delivery excluding refrigerated items (free of charge)

Orders placed and approved before 3 pm from Monday to Friday will arrive the next working day between 7am and 9pm. Express Delivery includes Saturday delivery. Please note, certain UK addresses may not be eligible due to courier restrictions.

Next Day Guarantee pre-12:00 pm including refrigerated items (£7.00)

Orders placed and approved before 3pm from Monday to Friday are guaranteed to arrive before 12pm the following day. Next Day Guarantee includes Saturday. Some UK addresses may be excluded due to courier restrictions.

Express Delivery including refrigerated items (£3.50)

Orders placed and approved before 3pm from Monday to Friday will aim to be dispatched the same day for delivery the next working day between 7am and 9pm. You should always refer to the delivery estimate provided, you will receive a dispatch notification from our courier providing more accurate delivery information. Express Delivery includes Saturday delivery. Some UK addresses may be excluded due to courier restrictions for Express Delivery.

You must ensure someone is available to receive the delivery and ensure the item is placed in a refrigerator immediately upon receipt. Due to the nature of refrigerated products the delivery address is not able to be changed once the order has been approved by our doctors. We cannot offer refunds for items that became unusable due to failed delivery attempts.

Deliveries will be attempted twice before being returned to the dispensing pharmacy, you will not be entitled to a refund in the event of a returned delivery.

Unserviced DPD territories

Next day delivery including refrigerated items (£3.50)

Your delivery will arrive the next working day when you place your order before 3pm on Monday to Friday.

Next day express delivery including refrigerated products (£7.00)

Your delivery will arrive the next day before 1pm when you place your order before 3pm Monday to Friday. This service includes Saturday delivery.

For refrigerated items, ensure someone is available to receive the delivery and ensure the item is placed in a refrigerator immediately. We cannot offer refunds for items that became unusable due to failed delivery attempts.

You may collect your order from your chosen Asda Pharmacy. Our doctors will still need to review and approve your order. Your order will not be ready to collect until approved. We recommend contacting the pharmacy prior to collection to avoid disappointment.

On rare occasions our pharmacy may experience sudden stock issues. Every effort will be made to contact you as soon as we are aware of any issues. Our Patient Care Team will provide further options and support, if necessary. This may cause delays in receiving your treatment in full.

Please note that the click and collect service does not operate on Sunday, though pharmacies may be open to service pre-existing orders.

Royal Mail

Standard Delivery (free)

Your delivery will arrive in 2 to 3 working days.

Next Day Express Delivery (£3.99)

Orders placed before 4pm from Monday to Friday, will be delivered the next working day.

There is no signature requirement for the delivery of test kits.

You can track an order that has been dispatched with your couriers tracking number. Test kits are posted through your letterbox so signatures on delivery are not required for this service.

Urgent treatments

Urgent treatment, such as the morning after pill or cystitis treatment, we recommend using an Asda Pharmacy for collection.

Doctor review process

Orders are reviewed by our doctors within 24 hours on weekdays, but we try to do this within 6 working hours. You will not be charged if your order is not approved (i.e. our doctors believe the product is unsuitable, based on the information you have provided).

Confidentiality

Your order will arrive in plain packaging with no indication of contents. Our return address will be visible (without our company name). The packaging will not show any information about what is inside.

Damaged or faulty Orders?

If your order is damaged or faulty on arrival, it is important to keep everything you’ve received (including the inner and outer packaging) and send us a message with details through your patient account. Please include the order number, photographs of the damage. , in your message. It may be necessary for you to keep the damaged item/s and packaging up until the point of any investigation being completed in case further information is required. Missing information can impact our ability to investigate.

Cold chain (refrigerated item) deliveries

• Once dispatched please do not redirect delivery. This will cause delays, potentially breaking the cold chain and invalidate claims.
• If delivery arrives late, refrigerate immediately and contact our team for advice. Please do not use the contents until advice is given.
• Please hold on to all consumables until the investigation is completed and do not attempt to return any goods, until investigations are completed. Failure to do so could mean you are no longer entitled to a refund.
• If nobody is available to take receipt of the package, it will be taken back to the nearest delivery office. We take all necessary steps to ensure the package is packed appropriately to ensure the cold chain (medication remaining between the temperature of 2°C–8°C) exists for up to 48 hrs, therefore please ensure you are in possession of refrigerated items within 48 hours of dispatch to maintain medication efficacy.