Frequently Asked Questions
Frequently Asked Questions
When will my order be processed?
When will my order be processed?
Orders placed before 2pm (GMT) on weekdays are processed and dispatched the same day. Orders placed after 2pm or on weekends are dispatched the next working day.
Do you deliver internationally?
Do you deliver internationally?
Yes. We deliver worldwide.
When will I receive my order?
When will I receive my order?
Most orders arrive within 1–2 working days after dispatch. You’ll receive a confirmation email with tracking details as soon as your order is on the way.
I want to order items of a sensitive nature, can you ship them discreetly?
I want to order items of a sensitive nature, can you ship them discreetly?
Absolutely. All items are shipped in plain, unbranded packaging to protect your privacy.
How will I know that my order is ready to be delivered?
How will I know that my order is ready to be delivered?
You’ll receive an email confirmation with your tracking number as soon as your order has been dispatched.
What happens if I am not available when you try to deliver my order?
What happens if I am not available when you try to deliver my order?
If no one is available, your order may be left in a safe place, delivered to a neighbor, or held at your local delivery depot. A delivery attempt notification will be provided.
What should I do if I haven't received my order, or I have a problem?
What should I do if I haven't received my order, or I have a problem?
If your order hasn’t arrived within 3 working days or you have an issue, please contact our support team and we’ll resolve it quickly.
Returns
If you are not satisfied with your purchase and you wish to return an item, please let us know within 14 days from the date of receipt of your order that you wish to cancel the contract for this purchase by contacting us.
Any returned goods must be in a re-saleable condition, unused/unworn, in their original packaging and have original labels attached. For health protection and hygiene reasons, we are unable to offer refunds, replacements or exchanges on certain medical or personal care items that have been opened or any product with a hygiene seal that has been broken (unless you are returning them because they are damaged or faulty).
Returns
If you are not satisfied with your purchase and you wish to return an item, please let us know within 14 days from the date of receipt of your order that you wish to cancel the contract for this purchase by contacting us.
Any returned goods must be in a re-saleable condition, unused/unworn, in their original packaging and have original labels attached. For health protection and hygiene reasons, we are unable to offer refunds, replacements or exchanges on certain medical or personal care items that have been opened or any product with a hygiene seal that has been broken (unless you are returning them because they are damaged or faulty).
How do I return or exchange unwanted items ?
How do I return or exchange unwanted items ?
We accept returns of unopened, unused items within 14 days of delivery. Due to hygiene and safety regulations, we cannot accept returns of opened test kits or medication unless they are faulty.
How do I return a faulty item / order ?
How do I return a faulty item / order ?
If you’ve received a faulty or incorrect item, contact our customer support team within 7 days. We’ll arrange a replacement or refund as quickly as possible.
When will I receive my refund ?
When will I receive my refund ?
Refunds are usually processed within 3–5 working days once your return is received and inspected. We’ll notify you by email once your refund has been issued.
Other information
Other information
Please ensure the item is in its original packaging and include your order number when returning anything to us. If you’re unsure about eligibility, reach out to our support team before sending your item.