Shipping & Returns.
This policy contains details of the delivery methods, periods, and charges that apply to orders of our products made through our website.
This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
We offer free national delivery with Royal Mail 1st class to all mainland UK addresses. We also offer free delivery on all International orders over £100/$130.
We will usually be able to deliver to all over the world including countries and territories: England, Scotland, Wales and Northern Ireland.
We get in touch if there any issues with your shipping location.
Delivery Methods and Periods
The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) If your delivery address is within the United Kingdom mainland, we will be able to deliver within 3 to 5 working days for a non-prescription order and 8 to 12 working days for a prescription order.
(b) If you place your order before 4pm on a working day, these time periods run from the close of business on that day; if you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
(c) The delivery periods set out in this section are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
(d) We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
We provide delivery tracking in respect of all orders for our products.
To receive an update on your delivery, simply visit the contact page of this website and enter your order number which is provided in your order confirmation email, or send an email to .
Receipt and Signature
All deliveries must be received in person at the delivery address, and a signature must be provided for security purposes.
If an initial delivery attempt is unsuccessful, our delivery service provider will make at least one more attempt to deliver your order.
If your order remains undelivered despite our delivery service provider making at least one more attempt to deliver it, the delivery service provider will leave a card at your address, with instructions on how you may collect your order, including a time limit for collection.
If you experience any problems with a delivery, please contact us using the contact page of this website.
If our delivery service provider is unable to deliver your order, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of your order; however, we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free of charge.
An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) You provided the wrong address for delivery;
(b) There is a mistake in the address for delivery that was provided;
(c) The address for delivery is not reasonably accessible;
(d) The address for delivery cannot safely be accessed;
(e) If an in-person receipt is not required, there are no easy and secure means of leaving the order at the address for delivery and there is no person available to accept the delivery;
(f) If an in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
We understand that from time to time you may wish to return a product to us.
We have created this policy to enable you to return products to us in appropriate circumstances. This policy shall apply to all of our customers, irrespective of their geographical location and apply to all orders submitted through our website.
This document does not affect any statutory rights you may have as a consumer such as rights under the Consumer Contracts Information, Cancellation and Additional Charges Regulations 2013 or the Consumer Rights Act 2015.
If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) We receive the returned product within 30 days following the date of dispatch of the product to you;
(b) The returned product is unused, in its original unopened packaging with any seal or shrink-wrap intact, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) You comply with the procedure set out in this policy in relation to the return of the product;
(d) None of the exclusions set out in this policy apply.
Free Returns Procedure
In order to take advantage of your rights under this policy, you must contact us to obtain a Royal Mail returns bag which we will post to you.
Products returned under this policy must be sent by Royal Mail Post Office in a returns bag provided by us.
We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) We will not refund the purchase price or exchange the product;
(b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product;
(c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
Our principal place of business is at:
The Moseley Exchange
149-153 Alcester Road
You can contact us through the contact form of our website, or by sending an email to .