Shipping & Delivery

Last updated: 05/04/2026

Shipping & Delivery Policy

Wolverhampton Road Pharmacy is committed to dispensing, supplying, and delivering medicines safely, securely, and in accordance with UK pharmacy law, General Pharmaceutical Council standards, and professional pharmacy requirements.

By placing an order, submitting a prescription, completing a consultation, or using our website services, you agree to this Shipping & Delivery Policy.

Medical urgency: Delivery services must not be used for urgent or emergency medical needs. If you require urgent medical help, contact NHS 111. In an emergency, call 999.

1. Order processing

Orders are processed only after all required checks have been completed. This may include:

receipt and validation of a prescription where required;
successful clinical approval or pharmacist review where applicable;
completion of any required consultation, assessment, or medical questionnaire;
confirmation of payment where payment is required;
identity, address, fraud prevention, or safety checks where necessary;
confirmation that the item is in stock and suitable for dispatch.

Orders are typically processed within 1–3 working days once all required checks and approvals have been completed. Processing times are estimates only and may vary depending on prescription validation, clinical checks, stock availability, payment confirmation, patient response times, and operational requirements.

Orders are not normally processed, dispatched, or delivered by the pharmacy on weekends or public holidays.

If additional clinical, prescription, payment, identity, address, or safety checks are required, processing may take longer. We may contact you for further information before dispensing, supply, or dispatch.

2. Delivery methods

We use trusted UK delivery partners such as Royal Mail, courier providers, or local delivery services to dispatch medicines, pharmacy products, documents, or eligible non-medicine items.

Available delivery options may vary depending on the item, service type, destination, prescription requirements, and pharmacy discretion.

Standard Delivery

Standard Delivery is typically delivered within 1–3 working days after dispatch, but this timeframe is an estimate and is not guaranteed.

Standard Delivery may be free for eligible NHS prescriptions where applicable. Private prescriptions, private services, pharmacy products, and other items may incur a delivery charge displayed at checkout or confirmed before supply.

Tracked or Signed Delivery

Tracked or Signed Delivery may be used for certain medicines, private prescriptions, higher-value orders, sensitive items, or where the pharmacy considers tracking, proof of delivery, or signature confirmation appropriate.

Tracking information may be provided where available. A signature, proof of delivery, age check, identity check, or safe delivery confirmation may be required depending on the order and delivery service used.

Delivery options, charges, and availability are shown at checkout where applicable or confirmed during the order process.

3. Delivery times

Delivery timeframes are estimates only and are not guaranteed unless expressly stated in writing.

Delivery times begin from dispatch, not from the time an order, prescription, consultation, or payment is submitted.

We are not responsible for delays caused by:

postal, courier, or delivery network disruption;
weather, traffic, strikes, industrial action, or unforeseen circumstances;
incorrect, incomplete, or unclear delivery information provided by the customer;
failed delivery attempts, missed signatures, or non-collection from a delivery office or collection point;
delays in prescription validation, clinical checks, payment confirmation, or patient responses;
stock availability or supply chain issues;
events outside our reasonable control.

Where there is a significant delay that we become aware of, we will take reasonable steps to update you where possible.

4. Delivery address responsibility

You are responsible for ensuring that your delivery name, address, postcode, phone number, email address, and any delivery instructions are accurate and complete at the time of ordering.

We are not responsible for failed, delayed, lost, returned, or misdirected delivery where incorrect, incomplete, outdated, or unsuitable delivery details were provided by you.

If an order is returned, delayed, lost, or requires re-dispatch due to incorrect or incomplete address details, missed delivery, refusal, non-collection, or failure to respond to delivery provider instructions, additional postage, administration, or re-dispatch charges may apply.

Where medicines have been dispensed, supplied, dispatched, or returned, refund or re-supply may not be possible due to pharmacy safety requirements and medicines regulations.

5. Risk, tracking, and proof of delivery

Once an order has been dispatched, delivery will be managed by the relevant delivery provider. Risk and responsibility may transfer in accordance with the applicable delivery terms and consumer law.

Where tracking, delivery scan, signature, delivery photograph, GPS information, safe place confirmation, or other proof of delivery confirms successful delivery to the address provided, we may consider the order fulfilled unless clear evidence shows a delivery provider error.

We may rely on tracking and delivery evidence when reviewing missing parcel claims, refund requests, replacement requests, disputes, or chargebacks.

6. Missing, delayed, or disputed deliveries

If your order is delayed, marked as delivered but not received, subject to a failed delivery attempt, or otherwise disputed, you must contact us promptly.

We may:

investigate with Royal Mail, the courier, or the relevant delivery provider;
review tracking, proof of delivery, GPS, delivery photograph, delivery scan, or signature information where available;
request confirmation of your delivery name, address, postcode, and contact details;
ask you to check with household members, neighbours, reception, building management, concierge, workplace mailroom, or any nominated safe place;
request a signed declaration of non-receipt;
request further information before deciding whether a replacement, refund, or claim is appropriate.

We reserve the right to decline a replacement or refund where tracking confirms delivery to the address provided and no delivery error is identified.

We may also decline a replacement or refund where the issue resulted from incorrect delivery details, missed delivery attempts, non-collection, refusal of delivery, failure to follow courier instructions, or circumstances outside our reasonable control.

7. Shipping restrictions

We comply with UK medicines regulations, pharmacy standards, prescription requirements, and applicable delivery restrictions regarding the supply and shipment of medicines.

We currently supply and ship medicines within the United Kingdom only.

We do not ship prescription medicines, pharmacy medicines, or regulated medicines to:

the United States;
Canada;
Australia;
New Zealand;
Japan;
European Union countries;
any country outside the United Kingdom;
any location where supply, import, export, delivery, or possession would breach UK law, local law, delivery restrictions, or pharmacy standards.

Orders placed for restricted destinations will be cancelled. Where payment has already been taken and no dispensing, clinical work, supply, or dispatch has started, a refund may be considered in line with our Refund Policy.

8. International orders and customs

We do not supply or ship prescription medicines, pharmacy medicines, or regulated medicines internationally.

If any non-medicinal goods are made available for international shipping in the future, the customer will be responsible for ensuring the goods may lawfully be imported into the destination country.

The customer would also be responsible for any customs duties, import taxes, local charges, customs delays, import documentation, or fees imposed by the destination country.

We are not responsible for items delayed, rejected, seized, destroyed, returned, or charged by customs or local authorities due to local import restrictions or customer failure to comply with local laws.

9. Damaged parcels

If your parcel arrives damaged, you must notify us as soon as possible and no later than 48 hours after delivery.

You should:

retain all packaging, labels, inserts, and contents;
take clear photographs of the outer packaging;
take clear photographs of any damaged items;
take clear photographs of the delivery label and any visible transit damage;
avoid using, opening further, disposing of, or tampering with the item until we have reviewed the issue.

We may require evidence before approving any replacement, refund, courier claim, or further action.

We reserve the right to refuse a claim where evidence is insufficient, the issue is reported late, the product has been used or disposed of, or the damage appears to have occurred after delivery.

10. Temperature-sensitive medicines

Some medicines require specific storage conditions, temperature controls, or prompt receipt after delivery.

Where temperature-sensitive items are supplied:

special packaging, insulation, cooling materials, or temperature-conscious delivery methods may be used where appropriate;
delivery timelines and receipt instructions must be followed carefully;
the recipient must ensure someone is available to receive the parcel where required;
the recipient must store the medicine correctly immediately after delivery;
the recipient must contact us promptly if there are concerns about temperature exposure, delay, or storage conditions.

We are not responsible for improper storage, missed delivery, delayed collection, failure to receive promptly, or failure to follow storage instructions after confirmed delivery or attempted delivery.

11. Safe delivery and recipient responsibility

For patient safety, some orders may require delivery directly to the named patient, authorised recipient, or responsible adult at the delivery address.

Depending on the order, delivery provider, and pharmacy requirements, medicines may not be suitable for delivery to unsafe locations, unattended areas, public locations, shared spaces, or unverified recipients.

You must ensure that medicines are received, stored, and used safely. Medicines should be kept out of the reach and sight of children and vulnerable persons.

If you believe a medicine has been delivered to the wrong person, left in an unsafe location, exposed to unsuitable conditions, or otherwise compromised, you must contact us immediately and must not use the medicine until advice has been provided.

12. Compliance and safety

All medicines are dispensed and supplied in accordance with UK pharmacy law, GPhC standards, prescription requirements, clinical governance, and professional pharmacy standards.

We reserve the right to refuse, delay, cancel, or refund an order where:

legal, regulatory, prescription, or professional requirements are not met;
clinical or patient safety concerns arise;
additional information is required and not provided;
fraudulent, suspicious, abusive, or high-risk activity is suspected;
payment is declined, disputed, reversed, or suspected to be unauthorised;
delivery cannot be completed safely, securely, or lawfully;
supply would not be appropriate in the pharmacist’s professional judgement.

13. Delivery charges

Delivery charges, where applicable, will be shown at checkout or confirmed before supply.

Delivery charges may vary depending on the service, item, prescription type, delivery method, destination, tracking requirements, and pharmacy discretion.

Delivery charges may not be refundable once dispatch has taken place unless required by law or where we confirm a pharmacy error.

14. Contact us

For delivery queries, please contact:

Email: info@wolverhamptonroadpharmacy.com
Address: 112 Wolverhampton Rd, Stafford, ST17 4AH