Delivery and returns

All you need to know about how your product is delivered to you.

Tracked every step of the way

Our orders are dispatched using Royal Mail Tracked 24 Signed For, so you can see your order’s progress and be sure of safe delivery once it’s made.

You’ll receive a tracking link by email after your order has been clinically approved and dispatched.

Royal Mail provides delivery scans and, for many parcels, photo confirmation on delivery.

Once Royal Mail confirms successful delivery (signature or scan), the parcel is deemed delivered for legal purposes. If you believe a delivery confirmation is inaccurate, contact us the same day so we can liaise with Royal Mail.

Keeping it cool

Our temperature-controlled packaging ensures that your medication remains at fridge temperature for 24 hours after dispatch, and below 30°C for 5 days after dispatch, so that it arrives in perfect condition for you to continue your treatment programme.

Please place refrigerated items in the fridge immediately on receipt. If there are delivery delays outside our control, the pack is designed to protect your medicine during the time windows above.

Once delivery has been made, responsibility for proper storage and refrigeration passes to you.

Medicspot and its pharmacy partner are not liable for degradation or loss of efficacy due to failure to refrigerate or delayed collection once delivery has occurred.

Discreet and private

Our packaging and parcels are unmarked and unbranded to maintain your privacy. Only a returns address appears on the label; nothing indicates the contents.

Delivery options and timing

All timings below apply after a clinician has approved your order:

Royal Mail Tracked 24 (signed for) aims to deliver next working day (including Saturday in most areas) but this is not a guaranteed service.

Actual delivery time may vary depending on Royal Mail network performance and location.

Cut-off times

• Orders approved before 1pm (Mon-Fri) are usually dispatched the same working day.
• Orders approved after 1pm, on weekends, or on bank holidays are often dispatched the next working day.

Signature and safe places

A signature may be required on delivery. For medicines (especially cold-chain), we do not recommend leaving parcels in a “safe place” or with neighbours.

If you request or allow a parcel to be left without signature, you accept responsibility for any loss, temperature exposure, or misuse once delivered.

Costs

We offer free next working day delivery using Royal Mail Tracked 24 Signed for service.

Delivery charges remain free unless explicitly stated at checkout. Medicspot reserves the right to introduce reasonable delivery fees for future orders with prior notice.

Where we deliver

We deliver to UK addresses only. We’re unable to deliver to PO boxes, forwarding or virtual address services.

If you’re not in when we deliver

Royal Mail will attempt delivery and may take the parcel to your local delivery office if no one is available. You’ll receive a card or digital notification with re-delivery or collection instructions. Uncollected items are returned to our partner pharmacy after Royal Mail’s holding period.

Under medicines law and Regulation 27 of the Consumer Contracts Regulations 2013, returns are not available once a prescription has been dispensed and left our control. We’ll always help you rearrange a suitable re-delivery where possible.

Medicines are exempt from statutory return and cancellation rights once dispensed, as they cannot be reused or re-sold for safety reasons.

Address changes

For refrigerated (cold-chain) items, the delivery address cannot be changed after clinical approval due to temperature-control requirements. Please check your address carefully at checkout.

If you notice an error before approval, contact us immediately. We are not responsible for failed deliveries resulting from incomplete or inaccurate address details provided by you.

Returns and damages

For safety reasons, we can’t accept returns of prescription medicines.

If your parcel arrives damaged, too warm, or you believe temperature control has been compromised, contact us the same day with your order number and photos – we’ll investigate and replace where appropriate.

We may require return or disposal evidence before replacement. Do not attempt to use medication that appears damaged, leaked, or compromised.

Bank holidays and unexpected delays

Couriers may have limited services on bank holidays and during severe weather or network disruption. We’ll keep you updated by email with any material changes to your delivery estimate.

We’re not responsible for delays outside our reasonable control, but we’ll always do our best to minimise the impact.

Click & collect

We don’t currently offer click & collect service. Delivery is direct to your address to protect cold-chain integrity and patient privacy.

You may, however, arrange for Royal Mail to divert your order to a Post Office for collection using your tracking link or the Royal Mail App.

If you choose diversion, responsibility for timely collection and refrigeration rests with you once Royal Mail confirms availability for pick-up.

Need help?

If you have any delivery questions or your order hasn’t arrived within the expected window, please reply to your order email or contact support with your tracking number so we can help. You can also track service updates for Royal Mail in your area if needed.