Delivery Policy

Version 2.0
Effective Date: 25.02.2026

This Delivery Policy forms part of our Terms and Conditions and is incorporated by reference. In the event of inconsistency, the Terms and Conditions prevail.

Nothing in this policy affects your statutory rights.

1. UK Delivery Only

Pharmulous delivers within the United Kingdom only.

All shipping details are generated automatically from the address entered at checkout. You are responsible for ensuring that all delivery details are accurate and complete.

We are not responsible for delays, loss or failed delivery arising from incorrect or incomplete address information provided by you.

2. Dispatch Cut-Off Times

Orders approved by 12pm (Monday to Friday, excluding public holidays) are usually dispatched the same working day. Orders approved after 12pm may also be dispatched the same working day, subject to daily capacity. If not, they will usually be dispatched on the next working day.

Dispatch confirmation does not guarantee next-day delivery unless a guaranteed courier service has been selected.

3. Delivery Options & Charges

We offer the following services via Royal Mail and DPD:

1. Royal Mail Tracked 24® £3.99 (Free when you spend £100 or more*)

Delivery Aim: 1–3 working days (not guaranteed)

Tracking: Full end-to-end tracking

Signature: Not required

*Excludes temperature-sensitive medications.

2. Royal Mail Tracked 24® with Signature £4.49 (Free when you spend £100 or more*)

Delivery Aim: 1–3 working days (not guaranteed)

Tracking: Full end-to-end tracking

Signature: Required

*Excludes temperature-sensitive medications.

3. Royal Mail Special Delivery Guaranteed £4.99

Delivery Aim: Next working day (guaranteed to most UK postcodes under Royal Mail terms)

Tracking: Full tracking

Signature: Required

4. DPD Next Day Delivery £6.99

Delivery Aim: Next working day

Tracking: Real-time tracking

Notifications: 1-hour delivery window

Security: PIN required

All delivery timeframes are provided by courier partners and are subject to their operational conditions.

4. Preferred Delivery Date

Where available, you may select a preferred delivery date at checkout.

Pharmulous will make reasonable efforts to dispatch your order in time to meet your selected date.
However:

• Selected delivery dates are not guaranteed.

• Delivery remains subject to courier performance and network conditions.

• Delays caused by adverse weather, industrial action, operational disruption or circumstances beyond our reasonable control may affect delivery timing.

Failure of a courier to deliver on a preferred (non-guaranteed) date does not automatically entitle you to a refund.

5. Temperature-Sensitive Medicines

Certain medicines (including GLP-1 injections) require controlled temperature storage.

For these products, we only offer:

• Royal Mail Special Delivery Guaranteed

• DPD Next Day Delivery

Customers must ensure availability to receive delivery on the selected or scheduled date.

If:

• Delivery is missed

• The parcel is uncollected

• The parcel is refused

• The parcel is redirected

• The parcel is left in a safe place

• The recipient is unavailable

Temperature integrity may be compromised.

Returned temperature-sensitive medicines cannot be reissued or resupplied once outside pharmacy control.

Where delivery failure results from customer unavailability, refusal, or failure to collect, a refund or replacement will not be provided.

6. Missed or Failed Deliveries

You are responsible for ensuring that someone is available to accept delivery.

Delivery will be deemed complete when:

• The parcel is delivered to the address provided; or

• Delivery is attempted in accordance with the selected delivery service and you are unavailable to accept it.

Where a signature service is selected, you agree to ensure availability to accept delivery.

If delivery attempts fail and the parcel is returned to us:

• This will be treated as a failure to accept delivery.

• Risk in the goods passes once delivery is attempted.

• Medicinal products cannot be reissued once outside pharmacy control.

• No refund or replacement will be provided where failure to accept delivery results from customer unavailability or refusal.

Re-dispatch, where appropriate and legally permissible, may incur an additional charge.

We are not responsible for delays caused by:

• Incorrect address details

• Inaccessible addresses

• Failure to respond to courier communication

• Customer-selected safe place instructions

7. Safe Place & Delivery Instructions

If you instruct the courier to:

• Leave the parcel in a safe place

• Deliver to a neighbour

• Divert the parcel via courier app

Delivery will be deemed complete once confirmed by the courier.

Risk transfers at that point.

8. Reporting Delivery Issues

Delivery issues must be reported within 48 hours of the courier marking the parcel as delivered or attempted.

Please contact us via our message centre and provide:

• Order number

• Description of issue

• Photographs (if applicable)

We will liaise with the courier to investigate.

Where the courier accepts liability for loss or damage, we will arrange a refund or replacement where appropriate.

9. Transfer of Risk

Risk in the goods passes:

• Upon confirmed delivery; or

• Upon attempted delivery where the customer is unavailable to accept the parcel in accordance with the selected service.

10. Courier Terms

Royal Mail Terms & Conditions:

https://www.royalmail.com/terms-and-conditions 

DPD Terms & Conditions:

https://www.dpd.co.uk/terms-and-conditions.jsp 

Courier terms do not override your statutory rights.