Do we accept phone orders?
No – we do not process orders over the phone. This is to enable us to provide a fast efficient service.
Where is my parcel?
After you place your order, we’ll email you when it’s been dispatched. In that email, you’ll be provided with a tracking link please use this link to check for updates on Royal Mail website before contacting the customer services team.
What can I do if my order is shown as delivered, but it hasn't been received?
If the tracking for your parcel shows it has been delivered but you have not received it (and you did not get any notification of attempted delivery), you should follow these steps:
- Check your order confirmation email from us to make sure your shipping address was correct
- If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in a safe place (like a shed or hidden in a front porch)
- If the item was sent to your work address, try checking with the post room or reception. You could also check with your colleagues to see if someone else accepted the delivery
If you’re still unable to locate your order, please contact us at contact@withaid.com with your order number, and we’ll look into it for you ASAP.
Why haven’t I got an order confirmation?
If your payment went through, but you still haven’t received a confirmation email, it might be that the email address for your order is spelt incorrectly. Please email us at contact@withaid.com. Please including your name, postcode, and order reference (if you have it).
I purchased pharmacy products, but still haven’t received an email saying that my order has been dispatched?
If you filled in a form to purchase medication from our pharmacy, our Pharmacist needs to assess your answers before deciding whether to approve the form. In some cases, our Pharmacist might need to ask you a few more questions to check your answers and will do so by emailing you. To avoid any delays in receiving your items, make sure you check your inbox, or spam folder.
Is my product in stock?
The easiest way to see if a product is in stock is to go on its specific product page. If your item is out of stock, you won’t be able to add the product to your basket. We get stock in very quickly and reorder items regularly, so unless your product has been discontinued it’ll probably be in stock soon!
I'm getting stuck in the checkout, what do I do?
Most commonly the issue for payment errors is a failed 3D secure check. This check is done by your bank or card issuer. If getting this error, you need to contact your bank or card issuer. A 3D secure check adds an extra layer of protection to prevent fraudulent transactions, to keep you safe when ordering online.
Can I change the delivery address?
No - once an order is placed all the vents which follow are automated in nature so would require the existing order being cancelled followed by placing a new order. Please contact the customer services team at contact@withaid.com if you’d like to cancel your order – but please be aware that we can’t cancel an order that’s already been dispatched.
Do you ship outside the UK?
No - we are focused on providing an exceptional pharmacy experience for our customers in the UK only.
Why does the products I ordered look different to the picture on the site?
Sometimes suppliers update their packaging and formulation, but we might not have go around to fully updating this on our website. We’re always working to make sure the product info is kept up to date. Please, make sure to check the product info carefully before using a product. If anything has changed in the formula, this will be reflected on the packaging and on the accompanying leaflet of the medicinal product.
If you find that the product image or info provided was not correct then please let us know at contact@withaid.com and we'll sort it out as soon as possible.
How do I contact the customer services team?
If you have any questions about your order or our service, the easiest way to contact us is to email us at contact@withaid.com. You can also speak to our customer services team on +44 1706 551780. Our lines are open 10am - 2pm, Monday to Friday.
How do I contact the pharmacy team?
If you would like to speak to our pharmacist or have any questions related to our pharmacy services, please email contact@withaid.com. Alternatively, call us on +44 1706 551780 and ask to speak with a pharmacist between 10am and 2pm.