Find quick answers to common questions about orders, delivery, returns, payments, and pharmacy checks. If you still need help, please contact us via Contact Withaid Pharmacy.
Withaid is a UK registered pharmacy regulated by the General Pharmaceutical Council (GPhC).
Quick answers
Delivery & tracking
Where is my parcel?
Once your order is dispatched, you’ll receive an email confirmation. If tracking is available for your service, it will be included in the dispatch email and in your account order history. Royal Mail tracking can sometimes take up to 24 hours to update after dispatch.
For delivery options and delivery aims, please see our Delivery Information page.
Marked delivered but not received
If your tracking shows “Delivered” but you haven’t received your parcel, please:
- Check safe places around your property and with neighbours.
- Allow up to 24 hours – deliveries can occasionally be scanned early.
- If still missing, contact us with your order number. We may need to open an investigation with the carrier.
Missing order confirmation
If you didn’t receive your order confirmation email, please check your junk/spam folder and ensure your email address was entered correctly at checkout. You can also log in to your account to view your order history. If you still can’t find it, contact us and we’ll help.
Payments & checkout issues
My payment failed / checkout is stuck
Some card payments require additional verification (3D Secure). If checkout appears stuck, please refresh the page, try again, or use an alternative payment method. If you believe you have been charged but no order was created, contact us with your name and email address.
Changes, cancellations & address updates
Can I change my delivery address after ordering?
If your order has not yet been dispatched, we may be able to update your address. Please contact us as soon as possible with your order number.
Can I cancel my order?
If your order has not been dispatched, we may be able to cancel it. Contact us as soon as possible. If your order has already been dispatched, please see our Returns & Refunds policy.
Pharmacy checks & dispatch delays
Why is my pharmacy order awaiting dispatch?
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. Once checks are complete, your order will be processed and dispatched.
Products, stock & packaging
An item is out of stock – when will it be available?
Stock levels change regularly. If an item is out of stock, please check back soon. If you need help choosing an alternative, contact us and we’ll be happy to help.
My product packaging looks different
Manufacturers occasionally update packaging. The product inside remains the same. If you have any concerns, contact us with your order number and a photo of the item, if possible.
Returns & refunds
For eligibility, timelines, and non-returnable items (including medicines), please see our Returns & Refunds page.
Need health advice?
Visit our Advice Centre for helpful guides and articles on common conditions and treatments.
Contact us
Email: contact@withaid.com
Phone: 0330 0430 537 (Mon–Fri, 9am–5pm)
Or use our contact form.