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Coronavirus: Advice and Guidance | Changes to delivery times


Delivery, Collection and Returns

Coronavirus service update

Due to the coronavirus pandemic, we've made some changes to how we deliver your medication. This is to make sure we provide you with the safest and fastest service possible.

We have introduced contactless delivery to keep you safe. Contactless delivery does not require you to sign for your parcel, but it does need someone to be home to authorise our courier to sign on your behalf. This is to avoid unnecessary contact and to make sure that your parcel is safely delivered to the correct recipient. If no one is home, your parcel can not be delivered.


Superdrug Online Doctor makes getting the healthcare you need simple. We can deliver your order to a convenient address for you, or you can collect it from any Superdrug pharmacy in the UK.

Delivery

You, or someone you nominate, will need to be in to authorise our courier to sign for delivery.

Delivery options

If your order is approved before 4pm Monday to Friday, our delivery options work as follows:

  • Free standard delivery: We aim to deliver a standard delivery order within 48 hours (Monday to Saturday). For some areas of the UK (Highlands and Islands), standard delivery may take longer.
  • Next-day express delivery (£3.99): Your order will be delivered by 1pm the next day (Monday to Saturday).

If your order is approved after 4pm Monday to Friday, it will be processed the following working day. This means, for example:

  • If you order next-day express delivery after 4pm on a Monday, your order will be processed on Tuesday, and will be delivered on Wednesday.
  • Orders placed before 11:30 on Sunday will be processed over the weekend and will be delivered on Monday. Delivery times may differ if you are a resident of the Highlands, Islands or Northern Ireland.

If you’re ordering the morning after pill or cystitis treatment that you need to use straight away, we will always send this next-day express delivery (charges apply). If you’re ordering these medications to be used in the future, you can select standard delivery.

Delivery addresses

We can deliver to all UK addresses except forwarding companies or ‘virtual address’ services, like Parcel Motel and Parcel Wizard.

Test kit delivery

If you place an order of a test kit, the delivery will be carried out by Royal Mail. We only offer Royal Mail delivery for our test kit services. 

Delivery to the Highlands, Islands and Northern Ireland

If you place an order for the delivery to the Highlands, Islands or Northern Ireland, it may take slightly longer to receive your delivery depending on your postcode. You can find out if your post code is in one of the areas affected here.

For certain post codes, delivery via DX may not be available. If this is the case, your order will be changed to a Hermes delivery and your delivery charge will refunded.

Redelivery

Hermes

If Hermes are unable to deliver your order, they will attempt a redelivery the following day. If you’re not going to be in, you are able to track and reroute your parcel here. After 3 unsuccessful attempts to deliver, the item will be returned to our central pharmacy where we will contact you to rearrange delivery.

If we do not receive a reply within 1 month of the order being returned to the central pharmacy, it will be clinically destroyed and you will not be able to get a refund.

DX

If DX are unable to deliver your order, they will attempt a redelivery the following working day. After 3 unsuccessful attempts, the item will be returned to our central pharmacy where we will contact you to rearrange delivery. You are also able to track your parcel here.

Royal Mail

If Royal Mail is unable to deliver your order, it will be taken to your local delivery office. After 18 days, the item will be returned to our central pharmacy where we will contact you to rearrange delivery.

Royal mail is only used for testing services and next day delivery to Northern Irish postcodes outside of BT1 to BT17.

Collection

You can collect your order from any Superdrug store with a pharmacy across the UK.

Collection options

  • Same-day/next-day collect from a Superdrug store with a pharmacy (free). Your order can be ready to collect as quickly as 4 hours after approval. If your order is approved after 4pm, you can collect it the following day, after 11am. Pharmacies are open Monday to Saturday.

Please note that you can only collect an order from Superdrug pharmacies. You cannot pick up an order from any other pharmacies or pharmacy service providers.

What if I do not collect my order as planned?

If your order was sent to a:

  • store with a pharmacy – after 2 months it will be returned to stock or clinically destroyed (if out of date). If this happens, your order payment will not be refunded.

For certain medications, you may be required to re-complete a medical assessment or provide further medical information if collecting more than a week after the initial order. This is to ensure that the medication is still clinically appropriate for you.

Can someone else collect my order for me?

For all pharmacy collect orders, someone can pick up your order on your behalf. They may be asked to give your name, date of birth and your patient ID number.

Tracking your order

If your order is approved by a doctor, we’ll update you throughout the order process. You’ll receive the following:

  • an immediate confirmation email.
  • a second email to let you know when our doctor has assessed and approved your order.
  • a third email to let you know when  your order is on its way.

You can also check the status of your order in your account.

If your order is not approved by a doctor, you will also receive an email to let you know.

If you have any questions about your order at any stage of the process, please do not hesitate to get in touch with us.


The latest CQC inspection found this service to be "safe, effective, caring, responsive, and well-led". This inspection was conducted on the 31st of May 2017 and the results were published on the 16th October 2017. To find out more about this inspection, please see here.