Shipping & Returns
Shipping And Handling :
It is always our intention to ship orders on the same day they are received. Our last postal shipment leaves at about 4.30pm weekdays (Monday to Friday). Shipping costs include postage, packing and insurance.
Orders received by 4PM will be despatched on the same business day (Business days are Monday to Friday)*. Orders received after 4PM will be despatched on next business day* . Orders received after 4pm on Fridays will not usually be processed until Monday.
* stock levels permitting
Orders with standard shipping are shipped by Royal Mail First Class Recorded delivery and will require a SIGNATURE ON RECEIPT. Recorded delivery of medicines is a requirement from the Royal Pharmaceutical Society. We recommend that you have your parcel delivered to your work address if you are not going to be at home during the day. Parcels cannot be left in porches, outbuildings or with neighbours etc unless you have an agreement with your postal worker. Your purchases are despatched in discreet packaging. (Brown/White padded envelope or boxes). We cannot accept responsibility for late or missing post although you are insured up to £39 on our standard delivery. Once the parcel has been despatched it is under Royal Mail control. We cannot be held responsible for any failure by Royal Mail to deliver the parcel to your address.
Our standard delivery is Royal Mail first class recorded delivery. This covers up to £39 in the unlikely event of the item being lost in the post. If the value of your parcel is higher than this we strongly recommend you use Royal Mail Special delivery (see below) as the maximum we can refund in the event of a 'lost in the post' parcel sent first class recorded is £39.
You may, as an additional cost option, choose Royal Mail Special Delivery Next Business Day service. Royal Mail guarantee to deliver over 99% of these items by 1PM, next business day after despatch. Special delivery items will also require a signature on receipt. Please note that the guarantee does not relate to deliveries on Saturdays. ie If you place an order before 4pm an Friday and we despatch it Friday afternoon, the guarantee will relate to Monday not Saturday. (Although in our experience you should receive it Saturday) Special delivery insures your parcel up to a value of £500.
This delivery time is guaranteed by Royal Mail, not Totalpharmacy.co.uk.
Exceptions: If you are purchasing a Pharmacy medicine, we cannot despatch the medicine until you complete the required Pharmacy medicine safety check. In the case of an order containing a prescription only medicine, we cannot despatch the medicine until we have received a valid prescription authorising the supply.
Prescriptions: We cannot accept responsibility for late or missing post. Your order is insured up to £39 for standard delivery and £500 for special delivery. Postal services can be delayed in both sending and receiving.
Orders with a value over £40 (including VAT where applicable) and below 3Kg in weight are eligible for free standard UK delivery (not Special Delivery Next Day).
Orders exceeding £40 (including VAT where applicable) and exceeding 3Kg in weight will attract a shipping surcharge. This surcharge is currently equal to the standard shipping charge for the order weight, less £6.00
Your shipping charge is clearly displayed during checkout and an estimate of your shipping amount is shown on the "Shopping Cart" page before you login to your account.
Royal Mail delivery:
If there is no-one to sign for the parcel at the delivery address when Royal Mail attempt a delivery, then Royal Mail will leave an 'Advice of call' card at the address. The card will explain how to get your parcel. Please note: Royal Mail will only keep your parcel at your local depot for 1 week. After this time they will return it to us. (This can take up to a month !) Once it has started its return process we have no control over it and cannot offer a refund or resend until we have received it back.
It is possible that for whatever reason, Royal Mail attempt a delivery but do not leave an 'advice of call' card. For this reason, when you receive your 'order despatched' email from us, please be aware that your parcel is on its way and will be returned to us by Royal Mail after 1 week if you do not contact Royal Mail to have it redelivered.
If your parcel is returned to us by Royal Mail for whatever reason, we will charge a restocking fee of £10 if you do not want the item re-delivered. We will charge a redelivery fee equivalent to the cost to us of reposting if you want the item resending.
(*Not including MEDICINES and Cosmetics - see below) Before returning any items to us, please contact us quoting your order number. You will be issued with a returns number.
The Direct Selling Regulations (DSR) 2000 cover purchases made where there is no direct contact between vendor and consumer. It does not apply to items bought for business, fairs, exhibitions or showroom use. Under these regulations you can cancel your order from the moment your order is placed until seven working days after the goods are received. You do not need to give a reason for cancellation or return - just e-mail quoting your order number and your wish to cancel/return in accordance with the DSR 2000.
There is no charge for this provided your order has not been despatched.
Once the goods have been sent you will need to arrange and pay for the return delivery. We suggest insuring the goods against loss or damage. The goods must be un-used and be received in a re-saleable condition including all accessories, packaging etc. All manufacturer's seals must be intact. A £10 restocking fee will be charged (or 20% of the transaction value for large value orders).
A refund will be made upon receipt of the returned goods and within 30 days of cancellation (Less the £10 fee). However, if the goods are not returned at your cost, we will arrange for a courier to collect them. The cost of this collection will be deducted from your refund.
Full details of the regulations can be found on the OFT website.
Due to current legislation, we cannot accept medication and cosmetics returns (including prescription medication) as we are not able to reissue or reuse any medication once it has left totalpharmacy.co.uk.
If the goods are returned to us by Royal Mail/Courier undelivered then we will only make a refund if the goods are in a re-saleable condition (Not including medicines or cosmetics - see above). The cost of postage will not be refunded. A handling charge of £10 will be applied.
This page was last updated: Friday 01 February, 2013