Shipping & Returns Policy
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| Order confirmation |
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| We will immediately email you an order confirmation when you place your order. Instructions for your chosen payment method are provided in your order confirmation email. Please be prompt in sending us your payment. |
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| Shipping confirmation |
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| We will email you a shipping confirmation once your order has completed processing and prepares for dispatch. It will include a tracking number and tracking website links if applicable. The email will outline typical delivery times and how to contact us if you have any questions. |
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| Shipping methods |
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| The shipping methods available for your country are shown in the table below. Please be informed that Premium Shipping regulations require you to provide a copy of a valid doctor’s prescription from the customers prescribing doctor to accompany your order before shipping. Your order will NOT be eligible for importation without a valid doctor’s prescription. Please contact us for further information and instructions for sending us your prescription. Your order will remain ON HOLD until we receive your prescription. |
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| Country | Free Shipping | Premium Shipping |
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| Australia |
Free Standard Airmail Postage
NO TRACKING
2-4 weeks during COVID-19 |
Express Mail Service to Australia
Signature Required
Tracking 12-28 Days during COVID-19 | | Gibraltar |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) | | | Hong Kong |
Free Registered Airmail Postage
Signature Required
Limited Tracking
10-21 Days (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days |
Express Mail Service to Hong Kong
Signature Required
Tracking
7-10 Days | | Malta |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) |
FedEx delivery to Malta
Signature Required
Tracking
3-4 weeks during COVID | | Northern Ireland |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19 |
Express Mail Service to Nthn Ireland
Signature Required
Tracking
7-10 Days | | Puerto Rico |
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days
Free Registered Airmail Postage
Signature Required
No Tracking
10-21 Days (Recommended) | | | Scotland |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19 |
Express Mail Service to UK
Signature Required
Tracking
7-10 Days | | Singapore |
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FedEx delivery to Singapore
Signature Required
Tracking
3-4 weeks during COVID | | Switzerland |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) |
FedEx delivery to Switzerland
Signature Required
Tracking
3-4 weeks during COVID | | United Kingdom |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19 | | | United States |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19 | |
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| We are unable to offer Premium Shipping to US-based customers. |
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| We can ship to your home or work address if you prefer. |
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| Shipping is free using regular airmail and registered airmail. Registered airmail is recommended and the preferred shipping method as it is more secure and less likely to be stolen or lost. It does require a signature on delivery. If you are unavailable at the time of delivery, a postal notice will be left to advise you of the attempted delivery and how to contact the post office to arrange a redelivery or collection. Parcels will be held between 15-30 days before they are returned to us. Contact your local postal service for further information. We will not be held responsible for missed deliveries. We will not issue a refund, and if you wish to have the goods replaced, please be advised that you will be charged for a replacement order. |
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| We recommend Registered post as the best shipping method. |
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| PO Boxes and APO Addresses |
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| We can deliver to PO Boxes and APO addresses. Please be advised that FedEx does not provide delivery service to these. |
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| On your My Account page, set your Primary Shipping Address to your PO Box or APO address as required. |
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| Customs |
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| We are based offshore in the South Pacific Region; therefore, your local Customs treat your order as imported goods. When your parcel passes through Customs, it may be delayed while they process your order. We suggest you always allow extra time and place your order in advance to avoid inconvenience during this phase. In extreme cases, the delay can be just a few days to 3 weeks. |
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| UK Customs and VAT |
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| It is illegal to supply or purchase prescription medication from within the UK without producing a valid doctor's prescription. However, UK customs will accept the personal importation of medications - without requiring a doctor's prescription, provided you pay all applicable import VAT charges. |
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| If your order is above £135, HM Revenue & Customs will charge you VAT, customs duty, and a handling fee of £8. Please note these charges are payable by you to Royal Mail before your parcel is delivered. You can expect to receive a 'Fee to pay' card. This shows how much you need to pay before you can receive your parcel. Royal Mail will hold your parcel for you at your local Customer Service Point for 21 days, after which it will be returned to the sender. For online payments, it is recommended that you pay at least two days before that. |
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| Applicable VAT charges and associated fees are the customer's sole responsibility; we will not pay for them. |
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| Delivery times |
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| We will promptly ship orders once payment has been received and cleared in our account. Delivery times are at the mercy of the International postal or premium delivery service. The table above shows the typical delivery times advised for each country. |
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| Please be aware that if customs hold your order for pending import duties, they could have it for between 3-21 days before contacting you. |
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| If your order has not arrived within the advised delivery times above, please allow an additional 7 days for delivery before contacting us to establish if your order is delayed with delivery, held at customs, or lost. |
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| Please do not refuse delivery from your postal service. If you refuse delivery, it will return to us. We will not refund or reship your order because of a change of mind or because you were too late to cancel your order. |
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| Lost orders and reshipments |
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| We will reship or refund a lost order provided we are contacted within 8 weeks from the ship date. No reshipments or refunds will be accepted if your lost order is reported to us after 8 weeks. |
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| We will replace an order that has not been delivered on the following conditions only: |
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| 1. Lost in transit, and tracking is not reflecting an update. If your order shipped using Standard Airmail (no tracking service) and your report is genuine, we will refund or reship using Registered Airmail (tracking service available.) |
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| 2. An additional 7 days has elapsed in addition to the advised delivery time since the ship date. |
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| 3. The shipping address provided to us is correct. |
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| You will be charged for a replacement order if you have provided an incorrect address. No refunds will be issued. Please ensure that your address is correct at the time of placing your order to ensure delivery. |
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| If you are not at home to receive your parcel and a postal notice is left advising you to reschedule delivery or arrange collection, and you have not done so, in that case, the parcel will return to us after being held for a specific timeframe. Contact your local postal service for further information. We will not be held responsible for missed deliveries. We will not issue a refund, and if you wish to have the goods replaced, please be advised that you will be charged for a replacement order. |
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| Returns and Refunds |
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We guarantee that our products are as represented on the website and arrive in good condition, with manufacturers' seals intact and with sufficient time to expiry.
We ensure that our medicines are packaged with care to avoid damage while in transit to you. However, the shipping process and handling are out of our control, and if your item/s arrives damaged, please contact our Customers Services Team immediately so that we can determine a solution. It would be beneficial if you could provide a photograph of your damaged item/s and/or package to assist in a quicker resolution.
We no longer accept returns. Medications cannot be re-dispensed.
We are a registered pharmacy that only purchases medicines through registered pharmaceutical wholesalers, who in turn only buy through registered pharmaceutical manufacturers. As a result, our supply chain is secure.
A recent audit of our procedures has highlighted two potential safety issues with our product return policy.
We cannot be 100% certain that the returned products have not been tampered with, nor can we be assured that the necessary storage conditions comply while goods are in transit.
Accordingly, we have decided to withdraw our return policy upon the advice of our regulators.
We are sorry for any inconvenience caused. We must apply best practices in managing our pharmacy for the benefit and safety of our customers.
We cannot issue a refund. Please dispose of your unused and unwanted medication safely and responsibly. Please choose your medications carefully when you place an order with us.
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| Cancelling an order |
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| We are processing orders constantly, and if you wish to cancel your order, please be prompt and contact us urgently. We have direct phone lines available, so please call us to ensure the changes can be completed. Our contact numbers are listed on our Contact Us page. |
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| If your goods have already been dispatched for shipping, it is too late to cancel your order. Please choose your medications carefully when placing an order. |
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