All orders are dispatched within 2 working days of order date. Please note that any orders placed after 2pm on a Thursday will be dispatched either the following Friday or Monday.
Deliveries within the UK mainland are made by Royal Mail or DPD Courier.
Certain postcodes in Scotland and some offshore addresses including Northern Ireland, Isle of Man, Isle of Wight, Channel Islands will take slightly longer to arrive but we do aim for delivery within 1-3 days of ordering.
Please note that delivery time is from the date of dispatch, not from the date the order is placed. The estimated dispatch times indicate how quickly we will be able to process your order for dispatch.
Instructions for delivery drivers can be left in the "Delivery instructions" box at the checkout.
If you are unable to be in to sign for your parcel, DPD Courier allows us to pass on delivery or leave instructions for you so that the driver can more easily find your house, or so that the parcel may be left somewhere safe for you to collect. Many customers give simple instructions such as "If out please leave in porch" or "If out, leave with neighbour either side" for the drivers to follow. Royal Mail do not officially have such a service but we will add instructions to the parcel for them to follow if you enter them. If they are unable to leave it, you should check with your local Post Office or follow the instructions on their card. While delivery instructions prove very useful, we would advise that you request delivery to an address where someone will be in, such as a work address, whenever possible. We cannot be held liable for any parcels which go missing when left as instructed.
In accordance with the Consumer Protection (Distance Selling) Regulations 2000 (and amendments) you are entitled to cancel an order and receive a full refund, including the minimum possible costs of postage (for us shipping the order to you), for any items you order, up to 14 calendar days after you receive the item from us. This applies even if you just change your mind and no longer want an item. The refund will include the minimum postage costs you chose or could have chosen when placing your order. You are responsible for the cost to return the item to us. You must notify us of your intention to cancel the order and you must return the item to us by recorded delivery at your expense and within 14 days of receipt. We will then refund your money within 14 days of receipt of a returned item. It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid. Do note that you cannot return perishable items for a refund. This particularly includes any drugs which we send out in cold packs, such as insulin or vaccines.
Additionally you cannot return items which you have started to use. To receive a refund you must notify us within the 30 day period starting when you received the order. The 30 working day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For all items returned after the 30 day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).
Goods which arrive with minor damage will be replaced (or a credit provided) if there is a reasonable chance that they will be adversely affected by that damage. This can apply to part of an order only. If for instance an order contains multiple tins or other containers of food and some are damaged, we will undertake to provide a credit for the damaged items only. If you would prefer not to accept the whole order then you can return it to us, but you will be responsible for the cost of that return.