FAQ

Where is my parcel?

Once your order is dispatched, you'll receive a confirmation email. Tracking can take up to 24 hours to update.

See our Delivery Information page.

Don’t worry — this can happen occasionally. If your tracking shows delivered but you haven't received your parcel:

1. Check safe places and neighbours.
2. Allow up to 24 hours.
3. Contact us with your order number.

Check spam/junk folders and ensure your email was entered correctly at checkout. You can also check your account order history. If you still can’t find it, contact us and we’ll help.

Some payments require 3D Secure verification. Refresh the page or try another payment method if checkout appears stuck. If you believe you’ve been charged but no order was created, contact us with your name and email address (please don’t send card details).

Orders may be changed or cancelled before dispatch. Contact us as soon as possible with your order number. If your order has already been dispatched, please see our Returns & Refunds policy.

Some pharmacy products require a pharmacist check before dispatch. If we need any additional information, we’ll email you — please check your inbox and spam/junk folder.

Stock changes regularly, so please check back soon if something is unavailable. Manufacturers may update packaging from time to time — the product inside remains the same.

See our Returns & Refunds policy for eligibility, timelines, and non-returnable items (including medicines).