How much is delivery?

UK Mainland

We use DPD Local to ship our goods, the pricing options are standard £7.99+VAT per delivery and its typically 1 Business/working Day / NEXT DAY Delivery. ( excluding weekends & bank holidays )

There are a number of other options you may wish to add at Checkout such as timed options.

Delivery Terms & Conditions

These Delivery Terms apply to orders placed through our website. Please read them carefully before placing an order and before selecting or changing any delivery preferences with our courier.

By placing an order, you confirm that the delivery information you provide is complete and accurate and that you have read the applicable delivery information below.

UK Delivery

We aim to process and dispatch orders as quickly as possible. Orders placed before 3.30pm Monday to Friday will normally be processed for dispatch that working day, subject to stock availability, payment approval and any additional checks required.

Orders placed after the applicable cut off time will normally be processed on the next working day.

Orders placed during weekends or Bank Holidays will normally be processed on the next available working day.

Where available, alternative or timed delivery services may be offered at checkout for an additional charge.

Delivery dates and times are estimates unless expressly stated otherwise.

Tracking & Delivery Notifications

Where tracking is available, delivery information will normally be sent using the email address and mobile telephone number provided with your order.

It is your responsibility to ensure these details are accurate.

Depending on the courier service, you may be given the opportunity to change your delivery date, nominate a neighbour, select a safe place, redirect the parcel or make other changes to your delivery.

Please carefully consider any changes you make directly with the courier.

Your Delivery Details

You are responsible for checking that all delivery information is complete and accurate before submitting your order.

This includes your:

• Full name
• Delivery address
• Postcode
• Email address
• Telephone number
• Any relevant business, clinic or premises information

Once an order has entered our fulfilment process, we cannot guarantee that changes can be made.

If you notice an error after placing your order, you must contact our Customer Service team as soon as possible.

We will make reasonable efforts to correct the information where fulfilment has not yet taken place, but we cannot guarantee that amendments will be possible.

Incorrect or Incomplete Information

Where an order has already been fulfilled or dispatched using the information supplied by you at checkout, we cannot guarantee that the parcel can subsequently be stopped, recovered or redirected.

If delivery is unsuccessful, delayed or made to an incorrect location as a direct result of incorrect or incomplete information provided by you, this will be taken into consideration when determining the appropriate resolution.

Where a parcel is returned to us because incorrect or incomplete delivery information was supplied, reasonable additional postage or redelivery charges may apply.

If replacement goods need to be dispatched because of incorrect information supplied by the customer, reasonable additional costs may also apply where permitted by law.

Changes Made After Dispatch

Once your order has been dispatched, the courier may allow you to change certain delivery preferences.

These may include:

• Changing the delivery date
• Changing or redirecting the delivery location
• Selecting a safe place
• Selecting a nominated neighbour
• Selecting a parcel shop or parcel locker
• Requesting another alternative delivery arrangement
• Any instruction you submit directly to the courier is treated as a delivery preference selected by you.
• Changing your delivery preferences may delay your parcel or affect the courier’s normal delivery process.

Any customer selected delivery instructions will also be taken into consideration when investigating a subsequent delivery dispute.

Safe Place, Neighbour & Alternative Delivery Instructions

IMPORTANT: PLEASE CONSIDER YOUR DELIVERY INSTRUCTIONS CAREFULLY.

If you choose to instruct the courier to leave your parcel in a nominated safe place, with a neighbour, in a parcel locker or at another alternative delivery location, you are specifically requesting that your order is delivered according to those instructions rather than being handed directly to you.

Acceptance of Risk

By selecting a safe place or other unattended delivery option, you acknowledge and accept the risks associated with leaving your parcel unattended at the location you have selected.

These risks may include loss, theft, damage, weather exposure or the parcel being accessed or removed by another person after delivery.

It is your responsibility to ensure that any safe place or alternative location you nominate is secure, suitable and appropriate for the nature and value of the goods being delivered.

If you do not accept the risks associated with unattended delivery, you should not select a safe place delivery option.

Instead, please select a delivery arrangement that allows the parcel to be handed directly to you or another appropriate recipient.

Evidence of Delivery

Where courier tracking, photographic evidence, GPS information, delivery scans or other evidence confirms that the parcel was delivered in accordance with the delivery instructions you selected, this evidence and your delivery instructions will be taken into consideration when assessing any subsequent report of loss, theft or non receipt.

Selecting a safe place or alternative delivery arrangement may also affect the courier’s ability to investigate or compensate for a subsequent loss.

A report that a parcel cannot subsequently be located will not automatically mean that the parcel was not delivered where courier evidence demonstrates delivery in accordance with the customer’s instructions.

Where necessary, we will raise an investigation with the courier and determine the appropriate next steps based on the available evidence, the courier’s findings and your applicable statutory rights.

Nothing in this section excludes or restricts any consumer rights that cannot legally be excluded.

Reporting Missing, Damaged, Faulty or Incorrect Items

Please inspect your order as soon as possible after delivery.

Any missing, damaged, faulty or incorrect items should be reported to our Customer Service team within 48 hours of delivery.

When reporting an issue, please provide where applicable:

• Your order number
• The affected product or products
• A description of the issue
• Clear photographs of the products
• Photographs of the external parcel
• Photographs of the internal packaging
• A photograph showing the delivery label
• Any relevant courier tracking or delivery information

Please retain the products, parcel and all original packaging while the matter is being investigated.

Do not dispose of the products or packaging until we confirm that they are no longer required for the investigation.

Reports received after 48 hours may be more difficult for us to investigate with the courier, warehouse or fulfilment provider.

The 48 hour reporting request does not affect your statutory rights.

Parcel Showing as Delivered But Not Received

If tracking states that your parcel has been delivered but you cannot locate it, please first check:

• The delivery location shown by the courier
• Any photographic proof of delivery
• Your nominated safe place
• Other members of your household or business
• Reception or building staff
• Your nominated neighbour
• Any parcel locker or collection location selected by you

If the parcel still cannot be located, contact our Customer Service team as soon as possible.

You must report missing parcels within 48hrs, as this may affect the courier’s ability to investigate what happened.

Courier Investigations

Where a parcel is reported as missing, stolen, damaged or incorrectly delivered, we may need to open a formal investigation with the courier.

Courier investigations may take up to 7 working days to complete.

During this period, we may request further information or evidence from you.

Where reasonably necessary, we may wait for the courier investigation to conclude before determining whether a replacement, refund or another resolution is appropriate.

We will contact you once the courier provides its findings.

Failed Delivery

Customers are responsible for ensuring that appropriate arrangements are in place to receive their order.

Where a delivery cannot be completed, the courier may attempt redelivery, redirect the parcel or return it to us depending on the service used.

If an order is returned to us following an unsuccessful delivery, reasonable additional delivery charges may apply before the order is resent.

Additional restrictions may apply to prescription medicines, refrigerated goods and temperature controlled products.

Product Protection

Where Product Protection is available, customers may be offered the opportunity to purchase additional protection when placing their order.

Any Product Protection purchased will be subject to the specific terms, coverage and exclusions applicable to that service.

Product Protection does not replace your statutory rights.

Please contact our Customer Service team before ordering if you require clarification regarding what Product Protection covers.

Highlands, Islands & Offshore UK

Additional delivery charges and longer delivery times may apply to certain Highlands, Islands and offshore UK destinations.

Certain timed or premium courier services may also be unavailable in these areas.

Where applicable, available delivery services and charges will be shown at checkout or confirmed by our Customer Service team.

Temperature Controlled & Cold Chain Products

This section applies only where your order contains refrigerated, temperature controlled or other products requiring controlled transportation.

Temperature sensitive products require specific storage and transportation conditions.

Customers must ensure that appropriate arrangements are in place to receive these deliveries promptly.

Where signature or attended delivery is required, somebody must be available to accept the parcel.

If delivery is unsuccessful, please contact our Customer Service team immediately.

Customer requested delivery changes, including safe place instructions, alternative addresses or delayed delivery dates, may affect the suitability of certain temperature controlled delivery services.

Where a customer requested delivery instruction causes a temperature controlled parcel to remain outside its intended delivery process, this will be taken into consideration when assessing any subsequent request for replacement or refund.

This does not affect any rights that cannot legally be excluded.

Hot Weather

During periods of unusually high temperatures, we may modify, delay or temporarily restrict the dispatch of certain temperature sensitive products where reasonably necessary to protect product integrity.

Temperature controlled and standard products contained within the same order may occasionally be dispatched separately.

If products are required for a specific clinic or patient appointment, we strongly recommend allowing sufficient time for delivery.

International Delivery

This section applies where international delivery is available.

International customers should contact our Customer Service team before ordering where requested on the relevant website.

International orders may be subject to:

• Import duties
• Local taxes
• Customs clearance charges
• Brokerage charges
• Local regulatory requirements
• Import restrictions
• Other charges imposed by authorities within the destination country

Unless expressly stated otherwise, these charges are not included in the product price or delivery charge and are the responsibility of the recipient.

Customs requirements vary between countries and may change without notice.

International delivery estimates may be affected by customs clearance, regulatory inspections or other circumstances outside of our control.

Customers are responsible for ensuring that products they order can lawfully be imported, received and used within their destination country where applicable.

Delivery Delays & Consequential Financial Loss

We make every reasonable effort to process and dispatch orders within the advertised timeframe. However, delivery dates and times are estimates and are not guaranteed unless expressly stated otherwise.

Once an order has been dispatched, delivery is carried out by an independent third party courier. Delays may occur due to circumstances outside of our reasonable control, including courier disruption, severe weather, traffic disruption, road closures, operational issues, Bank Holidays, peak trading periods, customs clearance, regulatory inspections or other unforeseen circumstances.

Subject to applicable law, we accept no liability for delays caused by the courier or circumstances outside of our reasonable control.

Customers are responsible for allowing sufficient time for their order to arrive, particularly where products are required for a specific appointment, treatment, training course, event or other time sensitive purpose.

Subject to applicable law, we accept no liability for any indirect, consequential or financial loss resulting from a delayed, unsuccessful or rescheduled delivery.

This includes, but is not limited to:

• Loss of earnings or revenue
• Loss of profit
• Cancelled or rescheduled appointments
• Patient or client compensation
• Treatment costs
• Staff costs
• Travel expenses
• Training or event costs
• Loss of business or opportunity
• Any other indirect or consequential financial loss arising from the delivery delay

Where a delivery is delayed, our responsibility will be limited to providing reasonable assistance with tracking the parcel and, where appropriate, raising an investigation with the courier.

Customers should not arrange time sensitive appointments, treatments or other commitments in reliance upon an estimated delivery date.

Nothing within this section excludes or limits any liability or statutory right which cannot lawfully be excluded or limited.

Christmas, Bank Holidays & Peak Periods

Courier networks may experience increased demand around Christmas, Bank Holidays and other peak trading periods.

Orders may take longer to arrive during these periods.

Where your order is required by a particular date, we recommend ordering as early as possible and allowing additional time for delivery.

Nothing within these Delivery Terms is intended to exclude any liability which cannot lawfully be excluded.

Need Help?

If you notice an error with your delivery information, have not received your order or need to report missing, damaged, faulty or incorrect goods, please contact our Customer Service team as soon as possible.

Please have your order number and any relevant photographs or courier information available so that we can investigate your query efficiently.

Nothing within these Delivery Terms affects your statutory rights.