Important delivery information
All orders are picked, packed and dispatched in full accordance with Government Coronavirus guidelines. For full details see our Coronavirus page.
Royal Mail are currently experiencing some delays as a combination of COVID protocols and increased volumes. Most items are being delivered on time but this will depend on your location and local service.
Please see the Royal Mail website for their latest Coronavirus and service updates.
As of the 1st January 2021 delivery to the EU is currently suspended.
NORTHERN IRELAND ORDERS
As of the 14th January 2021 delivery of heavy items (over 2kgs) to Northern Ireland is currently suspended, due to restrictions imposed by our courier (DPD).
How quickly will I get my order?
Our current dispatch times are:
Light items - usually 1-2 days
Heavy items (pet food, cat litter etc) 2 - 3 days
Orders are dispatched Monday to Friday (excluding bank/public holidays). Orders placed late Friday or on weekends will be dispatched the following week. Prompt dispatch of prescription products is dependent on the supply of all necessary prescription documentation.
How will items be delivered?
We send all our light items via Royal Mail Tracked services and heavier items via DPD, so you may get your delivery in two separate parcels.
Our delivery options for lighter items:
Standard free delivery - parcels are sent using Royal Mail's 2nd Class tracked service. Most will be delivered 2 working days after dispatch, and you'll get a notification the day before delivery.
Or if you'd like your item faster you can upgrade to Royal Mail's 1st Class tracked service. Most items are delivered the next working day after dispatch.
If you're really in a hurry and want a guaranteed service you can pay for a next day courier upgrade - remember to take advantage of this you need to order before 12 noon.
How can I track my order?
When your order is packed and ready to be posted we send you an email. Then Royal Mail will keep you updated from there. The day before your order is due to arrive, they’ll send you a message nominating a delivery window. On the day of delivery, they send another message to let you know that your parcel is on its way. Delivery is also confirmed by email/text.
Royal Mail deliver tracked parcels Monday to Saturday – just like ‘ordinary’ letters, and DPD delivery Monday to Friday (Saturday delivery available at checkout).
Managing your delivery location.
Royal Mail Tracked is a hugely flexible service which can be managed online or via app. You can opt to have your parcel dropped off at the local Post Office, left with a neighbour or put in a ‘safe place’. And should you miss the postie, then redelivery is automatically arranged (so no more queues at the sorting office).
Light (essentially non-food) orders under £29 are charged £2.99 postage. Heavy orders under £29 are charged £4.49 postage.
Due to restrictions imposed by Royal Mail there is a limit of TWO aerosol products per package. So orders of THREE or more aerosol products will be sent in separate parcels. Please note that we are only able to send aerosols to UK Mainland & Highlands addresses. We cannot send aerosols to Northern Ireland, UK Island and overseas addresses as the Royal Mail does not permit aerosols to be sent via airmail.
Heavy items (over 2kg) and light items (including medicines & general treatments) are sent separately. The Heavy items in an order are sent by courier, while for Light items the default dispatch method is Royal Mail 2nd Class Tracked. The method of dispatch for Light items can be upgraded to Royal Mail 1st Class Tracked for an extra charge. The exceptions to this are Refrigerated and Controlled medicines, which must be sent by courier.
Refrigerated items are only despatched Monday to Thursday to ensure the item remains cool. We're also unable to deliver refrigerated items to Northern Ireland or Highlands & Islands addresses.
In rare cases where stock is not available we will call you and give you the option to cancel.
Saturday and Sunday and public/bank holidays are non-working days.