If your delivery is late, fails or arrives damaged
Version 1 - last reviewed 23 July 2026 by Ahmed Al-Liabi (Superintendent Pharmacist) - next review due 22 October 2026
- Check the tracking on your orderOpen the prescription in your account. The tracking number sits with the order details. For a Royal Mail parcel, you may also see a "Where your parcel is" timeline with the carrier's latest update and an estimated delivery window.
- Missed the carrier?The carrier leaves instructions to rearrange. Follow those first — it is fastest.
- Running late?If tracking has not moved for a day or more, message the pharmacy.
- Arrived damaged?Do not use the medicine. Keep everything, including packaging, and message the pharmacy.
You are not out of pocket
If your medicine is lost or arrives damaged, the pharmacy puts it right at no cost to you.
Delivery problems go to the pharmacy — they can see the carrier's side too.