If Royal Mail attempts delivery and you're not in to receive your parcel, they'll leave a calling card. Your order will then be available for you to collect from your local Post Office.
What to do
- The calling card will tell you which Post Office is holding your parcel
- Bring valid ID and the calling card with you
- Royal Mail holds Tracked parcels at the Post Office for 18 days before returning them to us
Important — refunds
If your parcel is sent to a Post Office because no one was available to receive it, we're unable to issue a refund. Royal Mail has successfully attempted delivery to the address provided, so we've fulfilled our dispatch obligation.
This also follows from the law — once a prescription-only medication has been dispensed and dispatched, it can't be refunded.
If your parcel is returned to us
If you don't collect within 18 days, Royal Mail returns the parcel to our pharmacy. Whether we can repost depends on the medication.
Reposting is not possible for:
- Cold chain medications (Mounjaro, Saxenda) — we can't verify temperature exposure during return transit
- Wegovy — while Wegovy no longer requires cold chain shipping, we still can't repost a returned pen as we can't verify storage conditions while it was at the Post Office or in transit back
- Time-sensitive antibiotics — for conditions like UTIs, treatment delays can affect clinical outcomes. We won't repost; we'd recommend re-consulting if you still need treatment
- Any other medication where the clinical window has passed
Reposting may be possible for:
- Other non-temperature-sensitive, non time-sensitive medications — at your request, within 7 days of receiving the parcel back, for an additional postage cost
For all returned medications, contact our support team and our pharmacist will review your case individually.
How to avoid this
- Make sure the delivery address is one where someone can sign for the parcel
- Use a workplace, trusted neighbour, or alternative address if you're not usually in
- Royal Mail Tracked 24 and Special Delivery both arrive the next working day — plan your order around when you'll be home
- Special Delivery Guaranteed by 1pm is a guaranteed next working day option if you need it to arrive in the morning