Delivery, Collection and Returns

Bank holiday weekend

Please note that there may be some unavoidable delays to deliveries over the bank holiday weekend.

Delivery

When you checkout, you’ll be asked to select a delivery option. You’ll also be able to see the estimated delivery date.

You can now choose No Signature delivery which means you do not need to be present to receive your order, it will be posted through your letterbox or left in a safe place where possible. If you choose our signed delivery option you will need to be present or nominate someone who can be present to sign for the delivery when it arrives.

Certain items will be exempt from the No Signature delivery options, such as cold chain delivery items.

Delivery options

The delivery options are listed below. For each option, the estimated delivery times only apply if you place your order before 4pm.

• Free standard delivery We aim to deliver a standard delivery order within 48 hours (Monday to Saturday). For some areas of the UK, standard delivery can take 72 hours.
• Free standard delivery – No Signature

We dispatch orders every day from Monday to Sunday. If your order is approved before 4pm, it will be dispatched the same day. Orders placed after 4pm will be processed and sent out the following day. You do not need to sign for delivery. Your order can be posted through your letterbox or left in a safe place if appropriate.

• Next-day delivery (£3.99) Your order will be delivered the next day (Monday to Saturday).

If your order is approved by our team after 4pm, it will be dispatched the following day. This means if you order next-day express delivery after 4pm on a Monday, your order will be dispatched on Tuesday, and will be delivered on Wednesday.

• Next day – No Signature (£3.99)

If your order is approved before 4pm, it will be delivered the next day. Orders approved after 4pm will arrive in 2 days. You do not need to sign for delivery. Your order can be posted through your letterbox or left in a safe place if appropriate.

• Next-day Sunday delivery (£3.99) Your order will be delivered on Sunday.

If your order is approved by our team before 2pm on Saturday, you may be eligible for next-day Sunday delivery.

Some postcodes may be ineligible for next-day Sunday delivery. If you are placing an order to one of the exempted postcodes listed below, you may experience a slight delay in delivery.

• Express Cold Delivery (£4.50) Your order will be delivered in 1-3 days from approval.

Express Cold Delivery is for temperature-controlled products that require refrigerated storage until use by the patient. Superdrug Online Doctor uses WoolCool® Flexible thermal packaging to provide direct-to-patient delivery of temperature-controlled products, maintaining a temperature of 2-8ºC for a minimum of 47 hours after dispatch. If cold storage is disrupted during the delivery process, products may be stored un-refrigerated as below:

- Mounjaro: up to 30 days at a temperature not above 30 °C and then the pre-filled KwikPen must be discarded.

- Wegovy: up to 6 weeks at a temperature not above 30 °C and then the pre-filled pen must be discarded. More information on WoolCool® packaging including: performance data, recycling options and FAQs, can be found on the WoolCool® website here.

Postcodes exempt from next-day Sunday delivery:

AB (all), BT (all), DD9-11, DG5-9, FK10, FK17-21, GY (all), HS (all), IM (all), IV (all), JE (all), KA27-30, KY10, KY14-16, KW (all) ML12, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15, PH16-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE (all).

Treatments that require immediate use

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.

What if I place my order after 4pm, or at the weekend?

Any order placed after 4pm, will be dispatched the following day. This means:

• If you order next-day express delivery after 4pm on a Monday, your order will be dispatched on Tuesday, and will be delivered on Wednesday
• If you order before 4pm on a Friday, you also have the option of next-day Saturday delivery.
• If you order before 2pm on a Saturday, you can select Next-day Sunday delivery if your delivery postcode is eligible.
• If you order at any time on Sunday, your order will be dispatched on Monday.

We provide you with a ‘delivery estimate’ before placing your order, but it’s important to remember that this is an estimate only, and dispatch times may vary.

All the orders need to be validated by our team. We might need more information from you in order to ensure we can safely provide treatment remotely which may delay the delivery of your order. We reserve the right to cancel your order as per our Terms and Conditions.

Do I need to sign for my delivery?

You no longer need to be home to sign for your standard and next-day express deliveries. Your order can be posted through your letterbox or left in a safe place if appropriate.

Please note: certain items are exempt from No Signature delivery, such as cold chain deliveries.

If you’re collecting your order from a post office, you will receive a message to let you know it is ready to collect. You'll need to show proof of ID and your order tracking number (sent to your account) to collect the order.

Contactless delivery

Contactless delivery does not require you to sign for your parcel, but it does need someone to be home to acknowledge delivery and Royal Mail will 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, and your parcel can not be delivered, you will be left a calling card to arrange redelivery directly with Royal Mail.

Delivery addresses

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

How will my order be packaged?

For all delivery options we use plain packaging. Nothing on the outside of the packaging will show what’s inside. Only a return address will appear on the packaging to allow the order to be returned if necessary.

Yes. The confirmation email you receive after placing an order which has been approved by our team will contain a tracking number to track your order.

• You can track your order via the Royal Mail App which you can download: from Apple here or from Google Play here
• You can 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.
• You can check if there are any issues with Royal Mail deliveries in your area here.
• If you have any questions about your order at any stage of the process, please do not hesitate to get in touch with us.

What if my order can’t be delivered?

If Royal Mail is unable to deliver your order, it will be taken to your local delivery office and you will be left a calling card to arrange redelivery directly with Royal Mail . After 18 days, 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 4 weeks of the order being returned to the central pharmacy, it will be disposed of safely and you will not be able to get a refund. Please also note, should your order be returned to our central pharmacy for a second time we will not be able to send this back out to you.

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

What if my order doesn’t arrive?

If your order has not arrived, you can send us a message through your patient account or contact Patient Care on 0203 808 0064. The team is available 8am to 7pm Monday to Friday, 9am to 5pm Saturdays, and 10am to 4pm on Sundays.

What if the doctor needs more information?

In some cases, the doctor may need some more information from you to continue with your order. If this happens, our doctors will send you a message through your patient account.

Once we have all the required information, the doctor can continue your order. We will need such information from you before 4pm on the day requested, for your order to be dispatched on time, pending the doctor's approval.

Stock issues

On rare occasions our pharmacies may experience sudden stock issues. Every effort will be made to contact you as soon as we are aware of any issues. Patient Care, or your collection pharmacy will provide further options and support, if necessary. This may cause delays in receiving/being able to collect your order in full or in part.

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 2* 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: Pharmacy operating hours are currently restricted and estimated collection times may be revised. Please contact the pharmacy prior to collection if you have not received confirmation that your order is ready to collect.

*(our doctors usually respond within 2-6 working hours)

What if I do not collect my order?

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. Your prescription will still be valid for 6 months, so you can collect your medication anytime up to this point, but you may need to complete a further medical assessment.

For certain medications, you may be required to re-complete a medical assessment form or provide further medical information if collecting more than a week after the initial order. This is to make sure that the medication is still clinically appropriate for you. If you have been issued a refund, you will need to pay for your medication again.

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.

Refunds and Returns

What if the doctor does not approve my order?

There are occasions where the doctor may not approve an order. This can be because they feel they need a more in depth discussion with the patient, or because they do not think the selected order is right or safe for the patient. If this happens, we will message you through your patient account explaining the situation and provide a full refund.

Can I cancel an order?

Whether you can cancel your order or not depends on the type of treatment you have ordered and the time since placing your order.

Treatments that require a prescription

If you have placed an order for any treatment that involves a prescription, cancellation is only possible before the doctor has reviewed and accepted the order.

Test Kits

Cancellation is possible within 14 calendar days of delivery, providing the test kit has not been used, damaged or opened. If the test kit has been used in any way, cancellation is not possible.

Treatments that do not require a prescription

Cancellation is available within 14 calendar days of delivery.

Orders that require photo-assessment

If your order involves photo assessment and our doctors haven't begun reviewing your photos or processing your order, you can cancel and get a refund.

If our doctors have already started processing your order or reviewing your submitted photos, you may be able to request a partial refund if you cancel your order. You will still be liable for the costs relating to the service we have already provided, such as our doctors' time reviewing your photos.

Telephone consultation

You can cancel a telephone appointment anytime before the scheduled start time of the appointment.

You can read more about our cancellation policy in our Terms and Conditions.

Can I change my order after I’ve paid?

Changing treatment or test kit

If you’ve not received an email to say that your doctor has approved your order yet, we may be able to stop the order from being dispatched, in which case we will provide a full refund.

If your order involves photo assessment, we may be able to offer a partial refund depending on what stage your order has reached.

Changing delivery address

If you’ve not received an email to say that your order has been dispatched, we may be able to change the address it’s being sent to. Please contact Patient Care as soon as you realise you require a change of address and they will do their best to update this for you.

If you’ve had an email to say that your order has been dispatched, we will not be able to change the address or offer a refund.

The only exception to this is if you’ve ordered a test kit and no longer want to use it. In this case, you can send us a message through your account within 14 days of ordering the kit, and we’ll issue you with a full refund unless the kit has been damaged or opened. If you’ve already sent your sample to the lab for testing, we can not provide a refund.

This refund policy does not apply to COVID-19 test kits. If you have any questions about a COVID-19 test, please contact Patient Care. You can also read more about our returns policy and COVID-19 test kits in our terms and conditions.

What if my order is damaged or faulty?

If your order is damaged or faulty, keep everything you’ve received (including the packaging) and send us a message through using your patient account. Please include the order number and a photo of the damaged goods.

Once we’ve completed an investigation with our delivery provider, we can see if we can send you a replacement order.

You can either send the damaged goods back, or dispose of them safely yourself (see below).

What should I do with medication I don’t need?

You should never throw away medication in a normal bin. Take any medication you no longer need to a pharmacy where it can be disposed of safely.

The pharmacy will not take any information from you, and you can remove any outer packaging (anything that has your name on it), and throw that away separately.