Delivery Information & Returns

Shipping policy

All orders are processed within 3 to 5 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 
Please note, the delivery times provided below are in addition to our processing period which includes picking, packing, and dispatching your order. This typically takes between 1-3 business days. Our operations are based on a Just-In-Time fulfilment model. For a deeper understanding of this system, please click here.

Whilst going through checkout, you will see an estimated delivery timeframe of when you should receive your order. If your order has not arrived within this timeframe, please contact us. 

Please note: Standard delivery options are not tracked. If you require tracking, please select an Express delivery option. 

Domestic Shipping Rates and Estimates 🇬🇧

Shipping charges for your order will be calculated and displayed at checkout.

Free Shipping on all orders over £60 

International Shipping

We offer worldwide international shipping. 

Shipping charges for your order will be calculated and displayed at checkout. 

All of our international postal prices are weight-based, so this can vary in price, we do have a shipping calculator that can be found on the basket page before you go through to checkout. 

The courier of Express delivery can differ depending on location. These can be either Royal Mail, Spring or FedEx.

Shipping timescales can vary greatly depending on the destination and extraneous variable

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Health Pharm is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 18 days of receiving your shipping confirmation email, please contact us at hello@healthpharm.co.uk with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 5 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

If you are in the UK you can initiate a return from your account page, For returns outside the UK please Click here to send an email including your name, and order reference.

If you do not have an account with us, please let us know if there is a problem with your order. You can reach us by email at hello@healthpharm.co.uk
Once your return is approved by one of the team, you can print a freepost returns label by clicking here! (UK Only)

In the event that your order arrives missing items or damaged in any way, please email us within 14 days with your order number and a photo of the item’s condition. Please ensure you include photo's of the packaging that your goods arrived in. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at

hello@healthpharm.co.uk

Missing Parcels

In the event that you have not received your parcel within the expected timeframe, we kindly request that you email us at hello@healthpharm.co.uk. Our customer service team will investigate the matter and work with our shipping partners to track down your parcel and provide you with updates.

If your parcel is marked as delivered but you have not received it, we request that you complete a Declaration of Non Receipt. This will help us with the claims process and enable us to work with our shipping partners to resolve the matter as quickly as possible.

Incorrect items received

At Health Pharm, we strive to provide you with the correct products in every order. However, in the event that the wrong item has been sent to you due to a packing or human error, we apologize for any inconvenience caused. We are committed to resolving the issue promptly. Simply contact our customer support team, and we will provide you with a free returns label. Upon receipt of the returned item, we will verify its condition. If the correct product is available, we will gladly resend it to you at no additional cost. Alternatively, if the correct product is unavailable, we will issue a refund to you.

Customs, Duties, and Taxes

Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Health Pharmare not responsible for these charges if they are applied and are your responsibility as the customer. It is important to be aware of the customs regulations in your country as some items may require additional documentation or may be restricted altogether.

We provide thorough documentation and handle all necessary paperwork for Customs processing to ensure your parcel's seamless delivery. Please note that in the rare circumstance where Customs returns or refuses your parcel, a refund will be issued only after the item has been received and processed by our returns team.

Important Notice on International Deliveries

For our customers ordering from outside the UK, please be aware that your parcel may be subject to customs inspections and procedures that are standard when shipping internationally. While we do our utmost to ensure a smooth shipping process by providing accurate HS Tariff Codes, detailed commodity descriptions, CN22 forms, and timely submissions of commercial invoices both in paper and electronic formats, these customs processes can sometimes cause unforeseen delays.

We have no control over the length of time your country's customs department takes to process your items. We empathize with the potential inconvenience this may cause and assure you that we do everything within our power to facilitate a swift delivery.

As such, we cannot be held responsible for delays caused by customs and request that these external factors not be considered when leaving us feedback. We value your feedback and use it to continually improve our services; however, please note that feedback left regarding delayed parcels due to customs, where this is substantiated in tracking links, will be disputed and steps will be taken to seek its removal. This is to ensure that our reputation and ratings provide a fair reflection of our service.

If your order is subject to customs clearance procedures, it can cause delays beyond our original delivery estimates. We appreciate your understanding and patience in these circumstances.

Delivery Terms & Conditions

• All deliveries are subject to HealthPharm.co.uk successfully receiving payment
• Delivery options exclude bank holidays and other public holidays
• We will endeavour to deliver your order in accordance with the delivery option you selected, however delivery timescales are indicative only
• Orders may be delivered in one or more packages
• We are unable to deliver to PO Box addresses
• Packages sent via Next Day Delivery pre 1 pm services will require a signature at the point of delivery
• We strive to ensure our delivery targets are met but sadly when they're not we're unable to accept liability for any out of pocket expenses incurred for failed or delayed orders. You're still entitled to your full statutory rights
• Sadly, our Next Day delivery services are only available in the UK and exclude the following postcodes: AB, DD, DG, FK18+, HS, IV, KA27, KA28, KW, PA20+, PH, ZE, BT68+, IM, GY, JE and TR21-25
• Depending on the location, contents and weight of your order, we may use a combination of couriers to deliver your order safely, e.g. it's required that Dangerous Goods (Perfume etc.) are delivered via a road-based courier. This is a requirement of the January 2013 Dangerous Goods Act, introduced by the Civil Aviation Authority. You will not be charged additional delivery fees if this occurs
• We will deliver your order in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more packages
• We make every effort to deliver your order within the estimated dispatch timescales; however, delays are occasionally inevitable due to unforeseen factors. We are under no liability for any delay or failure to deliver products within estimated timescales caused by circumstances beyond our reasonable control. However, in accordance with the Consumer Contracts Regulations, all orders will be fulfilled within a maximum of 30 days or a full refund will be issued
• To read our full terms and conditions, please click here

Pharmacy Medicine (P-Med) Orders

• All Pharmacy Medicine items require our Pharmacists approval before we can deliver it to you.
• When ordering, Please ensure you complete our questionnaire
  
• Please check your emails after ordering these items as further identity checks will be required to proceed. 
• Our Pharmacy team may need to ask you additional questions, recommend an alternative treatment or cancel your request on medical grounds
• Depending on the outcome of approval, dispensing your order may be delayed, however, you will be kept informed throughout this process

Tracking the Status of your Order

If you created an account when you checked out, you can check the status of your order by logging in to your account.  Alternatively, you can track your item using the tracking number provided here. 

Once logged in, you can click 'View my Orders'. Your order will be given one of the following notes:

• Order received: Confirming that your order has been successfully received by HealthPharm.co.uk and will shortly be ready for processing
• Order suspended: Your order is still being processed but our team will need to review it before we can confirm dispatch
• Order being processed: Your order is now being processed and will be dispatched shortly
• Order cancelled: Sadly we cannot progress your order due to an outstanding issue. You will be sent an email notification regarding the cancellation, advising on next steps
• Order dispatched / Track Parcel: Your order has now been dispatched and is on its way to you
• Order part-dispatched: to avoid having to wait longer we have part-dispatched your order and will email you with the expected dispatch date for the remaining items.

Deliveries Outside the UK

• Delivery charges to Europe will vary depending on the weight, contents and destination of your order. Delivery is typically within 5 - 10 working days following dispatch. If your order contains sensitive items such as aerosols which require road-based delivery then it's typically 15 - 20 days
• Since July 1st 2021, HealthPharm are IOSS registered. This allows your VAT to be paid at checkout which we submit by return to your country. You will still be liable for any customs duties charged on your import.
  For more information, please see our dedicated IOSS page here
• We can now ship road-based delivery goods to the following countries: Albania, Andorra, Armenia, Arstotzka, Austria, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland and Xandar
• Sadly, we cannot deliver to BFPO addresses