Frequently Asked Questions – Orders, Shipping, Generics

Find the product, pick the strength and the pack size, add it to the basket. At checkout you enter a delivery address and a payment method, check the details and submit. A confirmation email with an order number arrives straight away — keep that number, it makes any later question far quicker to answer.

It goes to the warehouse, gets picked and packed. You receive a notification once the parcel is on its way, and you can check the status in your account at any point. If something goes wrong with the payment we contact you before anything ships.

Because the costs of a shop do not apply — no rent in a good location, no counter staff, no window display. On top of that, most of what we sell is generic, and generics are cheaper to begin with because the manufacturer did not pay for the original research.

A generic contains the same active ingredient in the same amount as the branded product. To be licensed, the manufacturer has to demonstrate that the body absorbs it equivalently, and production runs under the same regulatory requirements. Only the inactive parts differ — shape, colour, coating.

The expensive part of a new medicine is developing it: years of research, trials from scratch, then a launch. A generic manufacturer skips all of that and works from a formula whose patent has lapsed. The saving appears in the price, not in the quality.

Everything comes through licensed pharmaceutical wholesalers. Manufacturing sites are inspected by regulators, and the same good manufacturing practice requirements apply to generics as to branded products. Batch testing is part of that, regardless of whose name is on the box.

The connection is encrypted and health-related details are treated as confidential. We do not pass them to anyone who is not involved in fulfilling your order, and we do not use them for marketing. What gets stored is what is needed for shipping, payment and statutory record keeping.

It depends on where in the UK the parcel is going and on the shipping method you choose; several working days is typical. Parcels go out on business days, so an order placed late on a Friday is processed the following working day. The time frame for your parcel is in the confirmation email.

Yes. Nothing on the outside indicates what is inside — no logo, no product names, no reference to medication. Neither the courier nor a neighbour can tell. For a large share of our customers that is the main reason for ordering online rather than locally.

Yes, as long as it has not yet been picked or dispatched. Send us a message quickly with your order number and the word cancellation. Once the parcel is in transit it cannot be stopped, in which case we sort it out after delivery instead.

Major credit cards, including Visa and MasterCard, and bank transfer. Dispatch is released once the payment has been checked and confirmed. Exactly which options appear is shown at checkout, and everything is charged in pounds.

Once medication has been delivered it cannot be returned, for hygiene and legal reasons that apply everywhere rather than being our own rule. If the goods arrive damaged or the parcel never reaches you, we resend free of charge or refund. Contact us with the order number and, if there is damage, a photograph.