Where is my order?
- Check your order confirmation email for the expected delivery date
- Your order may be despatched in more than one parcel and arrive at different times
- We will send you another email when we despatch your order which will give you the delivery date and the parcel details.
- If you can't access your email you can also see these details in the 'My orders' area of the 'My Account' section of our website.
- If you still can't find your order please contact our Customer Care team, see the contact us section of the site for more details.
I haven't received all of my order
- Check your confirmation e-mail to see if all items were ordered
- Check your despatch email to see if items have been cancelled. Occasionally when we pack your order some of the items may not be available. We don't want to delay the rest of your order so we'll cancel the out of stock item and despatch the rest to you. We will send you an email to update you. The paperwork for your order will show everything we've included and we'll only charge you for the items we send.
- Check the paperwork included in your parcel as your order may be despatched in more than one parcel and arrive at different times (orders containing items despatched direct from the supplier for example)
- Remove all packaging to confirm the item isn't hidden.
- However, if the item is definitely missing contact our Customer Care team. Please see the contact us section of the site for more details.
How do I return an item?
Please see the returns and refunds section of the site for more details.
Can I amend or cancel my order?
Please contact us as soon as possible on 01902 357660 to check whether your order has been processed.
If you have received your order please see our returns policy.
I need a VAT receipt?
We can send you a VAT receipt – please click here to email our customer service team with your name and order number.
I am entering my passport/driving license number but it is saying that the ID check has failed – Why is this happening?
Some patients do not enter their passport/driving license number in correctly, for example your passport number may be missing the 2 numbers after the chevrons.
Examples provided below:
Example passport field:
Example driving license field: