Delivery & Returns Policy

UK Delivery

Wilsons Pharmacy is a registered UK pharmacy and operates from our head office in Sinfin, Derby.

All our parcels are shipped in non-branded plain packaging, but we reserve the right to use any packaging we deem appropriate. It is important to note that we have a handling time of 24-72 hours and this time is in addition to the courier service you select at checkout.

These turnaround times are a guide and will frequently be bettered, however, on odd occasions it may be longer.

Wilsons Pharmacy is a pharmacy and therefore some of the products we sell may require additional personal information. This could be information about you and your health. As stated in our privacy policy this data is held and treated with the strictest of confidence but is essential for us to ensure safe online retail of some products. This information needs to be processed by a qualified member of the team and so shipping and delivery dates are estimates and not guaranteed.

Postage and packaging costs

Where applicable, postage and packing costs will be added to the cost of your order and will depend on the total cost of the items you order and, where delivery options are provided, the option you choose. The postage and packing charge you will pay will be displayed on screen before you confirm your order to us. Where multiple items are included in one order, we may dispatch the items separately, in which case, you will only be charged one postage and packing charge

Royal Mail is our preferred delivery partner for non-NHS Prescriptions and delivers Monday – Friday and occasionally on Saturdays. They do not deliver on Sundays

We have 3 options for delivery:

UK Standard Delivery

Royal Mail Tracked48
Track from shipping to delivery
Usually delivered within 3 working days of dispatch.
£3.19 or FREE when spending over £35

UK Express Delivery

Royal Mail Tracked24
Track from shipping to delivery.
Usually delivered within 1-2 working days of dispatch.
£4.39

UK Premium Express Delivery

Royal Mail Special Delivery before 1pm Guaranteed service.
Delivered before 1pm next working day (Mon-Fri) after being shipped.
Signature Required. £7.39
Guarantee extends to cost of shipping only.

We reserve the right to use alternative carriers where Royal Mail is unsuitable. This can occur with
aerosols or large bulky items.

Wilsons Pharmacy will endeavour to provide fast shipping but we will not be held responsible for any losses that should occur if your order does not arrive in time. The guaranteed service is only guaranteed for the loss of the product and the cost of the service. The guarantee does extend to expenses accrued by you the customer as a direct result of shipping delays.

For further information on Royal Mail products follow this link.

European and International Deliveries

Wilsons Pharmacy does not ship to addresses outside of the United Kingdom. This is because medicines licenced for use in the UK may not be licenced in the destination country. This is a restriction placed on pharmacies by one of our regulators, the MHRA.

Returns

We understand that you may, at times want to return an item you’ve purchased from us. Not all items can be returned but for the ones that can please read the policy below.

What can’t I return?

In the UK products of a medical nature cannot be returned to a retailer for a refund when/if the product is no longer wanted. This applies to all medicines retailed at TravelPharm. For clarity, medicines will have a UK product licence. Common medicines that we sell (and this list is not exhaustive) include anti-malaria tablets, common over-the-counter medicines like painkillers, and antihistamines. Medicines are not strictly limited to tablets, creams and liquids can also be medicines. If in doubt please phone the team for advice.

Return of Unwanted Items

It is your responsibility to notify us within 14 days of receipt of the parcel of the intention to return one or all items. Once authorisation from customer services has been granted we must receive the return within 14 days. You, the customer, will be liable for the cost of returning the items. This includes situations where free delivery was offered with the order.

Errors or Damaged Items

We apologise in advance if we make a mistake or if items arrive damaged. Please contact our customer services team to arrange the return of faulty or damaged goods. A returns label will be provided by email.

Refused deliveries

You may only refuse delivery if the parcel arrives damaged. In this situation, you must notify our customer services team within 7 days. Refusal of a parcel is not means of initiating a return of an unwanted item.

Parcels returned to us by the courier

If a parcel is returned to us for any reason without prior authorisation we will attempt to contact you so we can resend the parcel back to you.

We recommend that you obtain proof of postage when returning items to us. We will not be held liable for parcels lost when being returned to us.

Returned items that are in an unsaleable or damaged condition. We reserve the right to reduce the amount of money refunded, especially where evidence of use beyond basic handling has occurred. All returned products must be in their original packaging, unopened and in a re-saleable condition. We only accept returns for products that have been purchased through us.

Failed Deliveries – On occasion, we may be notified of a failed delivery. Upon receipt of the returned item, we will endeavour to contact you and attempt to resend the parcel.

For further information on returns or to request a refund/return, please contact us.

General Delivery Terms and Conditions

Lost parcels

Royal Mail: Parcels can only be reported as missing if it has not arrived within 3 weeks of shipping. Whilst most parcels arrive on time or sooner than expected parcels do occasionally get lost or delayed. In the first instance please contact your local sorting office as they may have the parcel. Should the parcel not be located then contact our customer service team and we will open a claim with the courier and arrange with you to reship the item or issue a refund.

Delivery Address

It is your responsibility (the customer) to enter the correct delivery address at the point of ordering. Should you make an error it may be possible for us to amend the address so long as you call our customer service team promptly. Once the order has been processed the address cannot be amended. Any parcels returned to us due

Part Shipping

We may, at our discretion part ship an order or remove items from an order. Where this occurs a refund for the removed items will be made.

Delivery Dates

All delivery dates are estimates and are not guarantees of shipping or delivery dates. The exception to this is the Special Delivery Service which is an upgrade on our Express service and must be pre-agreed