The vast majority of orders arrive on time, but if yours hasn't, here's what to do.
First — check the basics
- Check your tracking using the link in your dispatch email
- Look for delivery attempts — sometimes the courier leaves a calling card
- Check with neighbours and any safe places (porch, garage, behind a bin)
- If you have a tracking photo from the courier, double-check the address shown
If tracking shows delayed or no movement
Wait 24 hours after the expected delivery date — Royal Mail occasionally has minor delays. If there's still no movement after that, contact our support team with your order number and we'll investigate with Royal Mail.
If tracking says delivered but you haven't received it
- Check the courier's delivery photo (if available) — the address shown should be yours
- Wait 48 hours in case it was delivered to a neighbour and not flagged
- Contact our support team — we'll need you to confirm in writing that the parcel wasn't received, and we'll then open a claim with Royal Mail
What we'll do
Once Royal Mail confirms the order is lost (usually 3-5 working days), we'll arrange a replacement at no cost. If you're running low on medication while we sort it, let us know and our pharmacist will advise on what to do.