Instant eCare Helpdesk
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What to expect once your order has been dispatched.
Will I receive tracking details once my order has been dispatched?
All of our packages are sent delivered by Royal Mail. Royal Mail will either email or text you the tracking number at around 5pm on the day of dispatch.
Who will deliver my parcel?
Royal Mail delivers all of our packages. We provide the following delivery services; **FREE - Royal Mail Tracked 48 (2-3 Working Days) **£2.90 - Royal Mail Tracked 24 (1-2 Working Days) **£7.25 - Special Delivery Next Day (Next Working Day by 1pm) **£10.95 - Special Delivery Saturday Guaranteed (Saturday delivery by 1pm) EU International: 3-5 Working Days £9.95 (Tracked) Royal Mail will require a signature for all deliveries.
When's the latest I can place an order to receive my package the next day?
If you place an order with us by 3pm between Monday - Thursday with 'Special Delivery Next Day' your package will arrive the following day. Please note: This may be delayed if we are waiting for information from yourself. On Fridays, you can select the Special Delivery Guaranteed Saturday option to ensure your order arrives the next day by 1pm. Any orders placed after 4pm will be dispatched the next working day.
How long does it take for an order to be dispatched?
This depends on the time and day you place the order On weekdays during our operating hours, we aim to get orders out the same day they were placed. You can view the status of your order via your accounts 'My Dashboard'. If there are delays, please check your inbox/junk folder as our prescriber may be requesting more information from yourself before we can dispatch your order. Orders placed outside of our operating hours will be dispatched the next working day.
Can you deliver to my local post office?
No, unfortunately, we do not deliver to local post offices. If you are not home during the time of delivery Royal Mail will post a “Something for you” card and you can arrange a re-delivery or pick it up at their depot. We also do not offer 'Click and Collect'. Get in touch with a member of the team via phone or live chat if you wish to leave your package in a 'safe place', or if you're happy to leave it with a neighbour - we can make a note of this before dispatch.
I've placed my order over the weekend, will I still receive it?
We do not dispense or dispatch medication over the weekend. Our operating hours areMON – FRI from 09:00 and 16:00. If you have placed an order over the weekend, or after 4pm on a Friday, your order will be dispatched the following Monday (unless this is a bank holiday, in which case it will be dispatched on the following Tuesday.).
Can I upgrade my delivery?
If you wish to upgrade your delivery option please get in touch with a member of our team during working hours via live chat or phone. We will need to cancel your existing order and refund you, after which you may place a new order with your desired delivery choice. If your order has already been dispatched, we will not be able to amend your delivery method.
What will the packaging look like?
All of our packages arrive discreetly in a plain brown box with your name and address on. We DO NOT have our name on the packaging. There is nothing to imply that the package contains medication. If you would like any further information, please get in touch with a member of the support team via phone or live chat.
How do I track my order?
Once you have received your tracking details from Royal Mail via email or text, you will be sent a link that will redirect you the Royal Mail website so you can track your order. Alternately, you can visit Royal Mail - Track and trace feature and input the tracking number that was sent to you.
I can’t choose next day delivery. Why?
The 'Next day' delivery option is automatically switched off at 4pm on weekdays. To ensure your order arrives next day please place your order between 9am - 3pm. Please note: Next day delivery may not be available for certain products due to low stock levels.
Can I get my package delivered to my work address?
Yes - just ensure you put your work address when entering ‘Shipping address’ section.
Do I have to be home to receive my order?
*Royal Mail will require a signature when your parcel is delivered. If you are not going to be home Royal Mail will leave a "Something For You” card " so you can arrange redelivery or collect from your local sorting office. *If you have any requests before your order is dispatch, please get in touch with our support team at firstname.lastname@example.org and we will try our best to assist you.
Can I change my delivery address after my order is placed?
Unfortunately, we are unable to change the delivery address once the order has left our pharmacy. If you request the change before 4pm on the day of its dispatch we may be able to update the information for you. Get in touch with us via telephone, Live Chat or via email at email@example.com
What countries do you deliver to?
We are pleased to offer an EU delivery service to the following countries: United Kingdom Luxembourg Germany Denmark Greece Finland Malta Czech Republic Cyprus Lithuania Slovenia Slovakia Bulgaria Romania Croatia Guernsey Isle of Man Jersey EU delivery is an additional £7.25 provided by Royal Mail tracking service.