Shipping policy

Delivery Policy

Chemist2Home
Unit 9, Guardian Business Centre
Faringdon Avenue
Romford
RM3 8FD
Telephone: 020 8344 0500

Chemist2Home aims to dispatch and deliver orders promptly and securely. This Delivery Policy explains the delivery services available, estimated delivery times, and the additional conditions that apply to medicines and clinically reviewed orders.

By placing an order with Chemist2Home, you agree to the terms of this Delivery Policy.

1. Delivery services

Royal Mail Tracked 48 – Standard Delivery

Cost: Free on eligible orders over £70. Orders under £70 are charged at £3.99.
Estimated delivery time: Usually 2 to 3 working days from dispatch.
Service features: Tracking from dispatch, delivery notifications, and safe place options where made available by Royal Mail.

Royal Mail Tracked 24 – Express Delivery

Cost: £6.99
Estimated delivery time: Usually 1 to 2 working days from dispatch.
Service features: Full tracking from dispatch, delivery notifications, and safe place options where made available by Royal Mail.

All delivery timeframes are estimates only and are not guaranteed.

2. Dispatch times

Orders placed before 12:00pm on a working day are usually processed for same-day dispatch.

Orders placed after 12:00pm, or on weekends or bank holidays, will usually be dispatched within 1 to 2 working days.

Any stated dispatch timeframe is an operational target only. Dispatch may take longer where additional checks are required.

3. Medicines and clinically approved orders

Orders containing medicines, including medicines supplied following an online consultation or other clinical review, will only be dispatched once all appropriate checks have been completed.

This may include, where relevant:

  • successful clinical review;
  • confirmation that supply is appropriate and lawful;
  • identity or address verification;
  • confirmation of stock availability; and
  • any other checks required for patient safety or regulatory compliance.

Chemist2Home reserves the right to delay, withhold, or cancel supply where it is not satisfied that a medicine can be supplied safely, appropriately, or lawfully.

4. Delivery estimates and delays

Delivery times are based on Royal Mail service estimates and commence from the date of dispatch, not the date the order is placed.

Delays may arise due to circumstances outside our reasonable control, including adverse weather, bank holidays, high parcel volumes, service disruption, or operational delays within the carrier network.

Chemist2Home does not guarantee next-day delivery, including where Royal Mail Tracked 24 is selected.

5. Delivery areas

The delivery charges shown on our website apply to UK mainland addresses unless stated otherwise.

Deliveries to non-mainland addresses, remote areas, or certain postcodes may:

  • take longer;
  • cost more; or
  • be unavailable for some products or medicines.

Where this applies, we will notify you before dispatch where reasonably possible.

6. Tracking and delivery options

Where a tracked delivery service is used, a tracking reference will be provided once the order has been dispatched.

This allows you to monitor delivery progress and, where Royal Mail permits, manage available delivery preferences.

Chemist2Home may restrict certain delivery options for medicines where this is considered necessary for safety, security, or regulatory reasons.

7. Safe place delivery

If you choose to nominate a safe place, you do so at your own risk.

Where Royal Mail delivers the parcel in accordance with your safe place instructions, responsibility for the parcel will normally pass to you once it has been delivered to that nominated location.

Safe place delivery is not available for prescription medicine orders or where Chemist2Home considers it inappropriate.

8. Prescription-Only Medicines and signed delivery

For certain Prescription-Only Medicines or other higher-risk items, Chemist2Home may require delivery to be made only to the patient, their nominated carer, or another authorised recipient. All recipients must be over the age of 18 and ID checks may be carried out by the courier.

We require a signature on delivery or use a more restricted delivery method where appropriate.

Chemist2Home reserves the right to decline to send medicines using a delivery option selected by the patient if that option is not considered suitable for the medicine being supplied.

9. Failed delivery, returned parcels and supply issues

If a parcel cannot be delivered, is returned to us, or there is an issue affecting dispatch or supply, Chemist2Home will contact you using the contact details provided with your order.

Where appropriate, we may arrange:

  • redelivery;
  • an alternative delivery method;
  • cancellation of the order; or
  • a refund in accordance with our refund and cancellation terms.

10. Contacting us about delivery

If you have any questions about dispatch, delivery, or tracking, please contact:

Chemist2Home
Unit 9, Guardian Business Centre
Faringdon Avenue
Romford
RM3 8FD
Telephone: 020 8344 0500
Email: sales@chemist2home.co.uk

11. Important notice

Nothing in this Delivery Policy affects Chemist2Home’s professional obligations in relation to the safe and lawful supply of medicines.

All medicine orders remain subject to clinical review, legal and regulatory requirements, and product availability. Chemist2Home reserves the right to refuse or delay supply where necessary in the interests of patient safety or compliance.