Shipping Information

Shipping Services

We use a range of established logistics providers to deliver orders within the UK and internationally.

Available delivery options are displayed at checkout and may include services such as:

• Next Day Delivery
• Next Day Delivery by specified time windows (e.g. 10am or 12pm)
• Saturday Delivery
• Other expedited or standard courier services

Available services, carriers and pricing may vary depending on delivery location, order value, product type and operational requirements.

While customers may select a preferred delivery service at checkout, we reserve the right to use an equivalent courier or delivery service where necessary to complete delivery.

Order Processing

Orders are typically processed and dispatched by 4:00pm (UK time) on the day the order is placed, Monday to Friday.

• Orders placed before 4:00pm Monday to Friday will usually be processed and dispatched the same business day.
• Orders placed after 4:00pm Monday to Thursday will be processed on the next working day.
• Orders placed after 4:00pm on Friday, or at any time on Saturday, Sunday, or UK bank holidays, will be processed on the next business day (typically Monday).

Our warehouse operates Monday to Friday only, excluding UK bank holidays.

Dispatch refers to the time the parcel leaves our warehouse and enters the courier network.

Shipping Rates and Delivery Estimates

Shipping costs are calculated at checkout based on the delivery service selected.

Delivery timeframes displayed at checkout represent courier service targets and estimated delivery windows only.

Although many services are commonly referred to as “Next Day Delivery”, next-day delivery is not guaranteed.

Delivery performance is dependent on the courier network and external factors including but not limited to:

• courier operational delays
• weather conditions
• traffic disruption
• peak seasonal demand
• incorrect or incomplete delivery information
• local delivery constraints

For this reason, delivery dates and times cannot be guaranteed, and claims cannot be made for compensation, refunds, or losses relating to delayed deliveries.

Shipment Confirmation and Tracking

Once an order has been dispatched, customers will receive a shipment confirmation email containing tracking information.

Customers are responsible for monitoring tracking updates and ensuring someone is available to accept delivery where required.

Courier Collection and Dispatch

Courier collections occur at scheduled times each business day.

Orders processed before the dispatch cut-off time will be prepared for the next available courier collection, however the exact time the parcel enters the courier network may vary depending on operational conditions.

Professional Use Delivery Policy

Many of the products supplied are intended for professional or clinical use.

Customers are responsible for ensuring that appropriate arrangements are in place to receive deliveries at the address provided.

Where possible, deliveries should be made to staffed premises or commercial locations capable of accepting parcels during normal courier delivery hours.

Customers should ensure:

• Someone is available to receive the parcel
• Delivery instructions are accurate
• The delivery location is secure

We strongly discourage deliveries to unattended residential addresses where parcels may be exposed to theft or loss.

Residential and Communal Delivery Locations

Where customers request delivery to residential properties, the customer accepts responsibility for ensuring that the delivery location is secure.

Special care should be taken when using addresses with shared or communal access areas, including but not limited to:

• apartment or flat buildings
• communal entrances or hallways
• shared mailrooms or parcel rooms
• concierge or reception areas
• student accommodation
• multi-occupancy buildings

Parcels delivered to communal areas may be accessible to multiple residents, visitors, or third parties.

Where courier tracking confirms delivery to the address provided, including delivery photographs or GPS confirmation within communal areas, delivery will be considered successfully completed.

We cannot accept responsibility for parcels lost or removed from communal delivery areas.

Temperature and Product Integrity

Certain products supplied may be temperature-sensitive or medical-grade products requiring appropriate storage conditions.

Customers must ensure deliveries are received promptly and stored according to product guidance.

We cannot accept responsibility for product integrity where parcels are:

• left unattended
• exposed to unsuitable environmental conditions
• not retrieved promptly following delivery

High Value Orders

For higher value orders we reserve the right to:

• upgrade shipments to signature-required delivery services
• change the courier or delivery service used
• delay dispatch pending delivery verification or security checks

These measures are implemented to protect both the customer and our business from loss or fraud.

Delivery Confirmation

Delivery is considered complete when the courier confirms successful delivery to the delivery address provided at checkout.

Confirmation may include:

• GPS delivery confirmation
• photographic delivery evidence
• signature confirmation
• courier delivery records

Customers are responsible for ensuring the delivery address provided is accurate and secure.

Safe Place and Delivery Instructions

If a customer instructs the courier to:

• leave the parcel in a safe place
• leave the parcel with a neighbour
• redirect the parcel to a collection point

the customer accepts responsibility for the parcel once the courier confirms delivery according to those instructions.

Missing Parcel Claims

If tracking indicates that a parcel has been delivered but the customer believes it has not been received, the customer must notify us within 48 hours of the recorded delivery time.

Before an investigation can be opened with the courier, the customer must complete a Signed Declaration of Non-Receipt confirming that the parcel has not been received by them or any member of their household.

Courier investigations may involve review of:

• GPS delivery confirmation
• delivery photographs
• driver statements
• signature records
• delivery route verification

Fraudulent Claims

The Signed Declaration of Non-Receipt constitutes a formal statement of truth.

Providing false information or making a fraudulent claim may constitute fraud under the Fraud Act 2006.

Where evidence indicates that a parcel was correctly delivered, we reserve the right to:

• refuse refunds or replacements
• share information with the courier’s fraud investigation team
• provide documentation to law enforcement authorities where fraud is suspected
• pursue civil recovery of losses and investigation costs

We also reserve the right to restrict or refuse future orders from addresses associated with repeated delivery disputes or suspected fraudulent activity.