Delivery Information
If you have any issues with your order then please check our FAQs below or contact us.
| Delivery option | Product type | Service | Estimated delivery times* | Cost |
| Standard | Non-refridgerated products or treatments only | Royal Mail 48 | 3-5 working days | Free when you spend over £30 |
| Standard | Non-refridgerated products or treatments only | Royal Mail 48 | 3-5 working days | £2.95 |
| Express | Non-refridgerated products or treatments only | Royal Mail Tracked 24 | 1 working day – order by 7pm – 98% success rate | £4.95 |
| Next working day | Non-refridgerated products or treatments only | DPD | 1 working day – order by 5pm | £6.95 |
| Next working day before 1pm | Non-refridgerated products or treatments only | Royal Mail Special Delivery | 1 working day – order before 4pm – 98% success rate – available Mon-Thu – Signature required | £8.95 |
| Next day before 1pm (Saturday delivery) | Non-refridgerated products or treatments only | Royal Mail Special Delivery | Order before 4pm on a Friday – 90% success rate – Signature required | £9.95 |
| Next working day before 9am | Non-refridgerated products or treatments only | Royal Mail Special Delivery | 1 working day – order by 4pm – 98% success – available Mon-Thu – Signature required | £21.95 |
| Temperature controlled | Refridgerated products or treatments only | Royal Mail 24 | 1-3 working days – order by 7pm | £8.95 |
| Temperature controlled | Refridgerated products or treatments only when you spend over £100 | Royal Mail 24 Signed For | 1-3 working days – order by 7pm – Signature required | £8.95 |
*Please note estimated delivery times include processing time at the pharmacy and are calculated from the date the order is placed. Success rates are taken from Royal Mail and are accurate as of 01/05/2024. During exceptionally busy periods, processing times may be longer and delivery times can be affected by adverse weather conditions. Delivery estimates exclude Bank Holidays, public holidays and weekends. Please check Royal Mail for service updates and potential delivery delays in their network. Additional delivery terms apply, please see below for full terms.
Delivery FAQs
Where is my order?
Our delivery guidelines state that you should receive your order in about 3 to 5 working days after your order has been dispatched. If your order has still not arrived yet, please check Royal Mail for their latest services updates. If there are no Royal Mail delays, please contact us.
Can I cancel or edit my order?
You can’t edit your order once it has been placed. Unfortunately, if you have ordered an incorrect item or would like to change something from your order, the only option is to contact us. If your order has been dispatched, then please return any unwanted items for a refund, subject to our refund policy.
Items are missing from my order/I’ve received an incorrect item.
Please get in touch and we will investigate this for you.
My order has been cancelled or returned to sender
Unfortunately, this means we cannot progress your order due to an outstanding issue. You will be sent an email notification regarding the cancellation, letting you know what to do next. You can speak to our Customer Services Team on our contact page.
I’ve received a faulty item
We are sorry your item has arrived faulty, please email us and we will get this sorted for you ASAP! Please include your name, order number, picture of the fault and description. Faulty items are tested on return, if your item is found to be in working condition it will be returned to you and no refund will be issued. Please read our returns policy below.
Do you ship outside the UK?
Unfortunately, we cannot ship medical products outside the UK due to legal restrictions and good practice. This restriction applies across the site currently as we take advice from our regulators regarding the license in the destination country.
What are your delivery terms?
All deliveries are subject to SOS Pharmacist successfully receiving payment. Delivery options exclude Bank Holidays, public holidays and weekends We will deliver the goods 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. All packages sent may require a signature at the point of delivery. Voucher promotions are subject to individual delivery charges 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 aerosols 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 the goods 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 goods 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 Some items are ordered in and delivered to us via our suppliers usually within 24 hours, so please note next day delivery will be from the point the stock is received into our warehouse. All Pharmacy Only Medications are approved by our pharmacist, so please note if you choose 24hour delivery, this will be from the point the item is approved. This is usually within 24hours of placing your order. If you are not in and the package is returned to us, we will refund you minus the postage cost of £2.95, irrespective if you qualified for free shipping. To read our full terms and conditions, please click here.
Returns and refunds information
Returns can only be initiated back to us once you have had confirmation from our Customer Care team that the category of goods can be accepted back.
Please contact us here
If your return gets approved, our team will provide you with a Tracked returns label at no cost to you provided your item qualifies as an item that can be returned. Under the medicines regulations we cannot accept medicines back as standard due to storage conditions being unvalidated at recipients address.
If a return label is issued by our team, the parcel should contain:
- The item(s) you purchased that you wish to return in their original condition
- Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods.
You will need to pay for the postage but we will supply a free postage label if we have made an error in our despatch or if the item received is faulty or unfit for purpose, We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you are not in and the package is returned to us, we will refund you minus the postage cost, irrespective if you qualified for free shipping.
We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged and obtain a proof of posting. Please allow at least two days for your goods to reach us. Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.
Returns and refunds FAQs
How do I return my order?
Returns can only be initiated back to us once you have had confirmation from our Customer Care team that the category of goods can be accepted back. Please contact us here. Returns are subject to our returns policy and conditions.
When will I receive my refund in my account?
It normally takes up to 14 days for your refund to appear in your account after your order has arrived back with us.
How long do I have to return my order?
You have 30 days from the date of delivery to return your order.
Can I exchange an item?
We currently do not offer an exchange policy, once your order has been returned a refund will be issued.
What is your returns policy?
Returns can only be initiated back to us once you have had confirmation from our Customer Care team that the category of goods can be accepted back. We can’t refund on the basis of side-effects which are an accepted risk as part of taking any medicine. We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense. There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights. For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products: Perishable items (food, confectionery, baby milk) Medicinal products or services that are dispensed or purchased Items personalised or cosmetics Unsealed products or items are worn next to the skin or hair Please also note any medicinal products or services that are either dispensed on prescription. The parcel should contain: The item(s) you purchased that you wish to return in their original condition. Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods. You will need to pay for the postage but we will supply a free postage label if we have made an error in our despatch or if the item received is faulty or unfit for purpose, We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are not in and the package is returned to us, we will refund you minus the postage cost of £2.95, irrespective if you qualified for free shipping. We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged and obtain a proof of posting. Please allow at least two days for your goods to reach us. Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.
What are my consumer rights of return and refund?
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:
- cosmetics, fragrances, hair accessories / products, products with security seals, food, confectionery, hosiery and any medical products, and
- Medicinal products or services that are either dispensed on prescription.
Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
| Your Contact | End of the cancellation period |
Your contract is for a single product (which is not delivered in instalments on separate days). | The end date is the end of 30 days after the day on which you receive the goods. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January. |
| Your contract is for either of the following: one product which is delivered in instalments on separate days. Multiple products which are delivered on separate days. | The end date is 30 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your goods or the first of your separate goods on 10 January and the last instalment or last separate goods on 15 January you may cancel in respect of all instalments and any or all of the separate goods at any time between 1 January and the end of the day on 29 January. |
| Your contract is for the regular delivery of a product over a set period. | The end date is 30 days after the day on which you receive the first delivery of the goods. Example: if we provide you with a Dispatch Confirmation on 1 January in respect of goods to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all goods to arrive during the year. |
You can e-mail us or contact our Customer Services team by telephone on 0123 456 7890 or by post to Cancellations, SOS Pharmacist, 2 High Bank, Road, Bury, BL9 9TN. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day. To cancel a contract, you just need to let us know that you have decided to cancel.
If you cancel your contract we will:
Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.
Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
If you have received the goods and we have not offered to collect it from you: 30 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
For information about how to return goods to us, see provisions set out below:
If you have not received the goods or you have received it and we have offered to collect it from you: 30 days after you inform us of your decision to cancel the contract.
If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or misdescribed, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card, or debit card used by you to pay, but in the event of a partial refund, we reserve the right to issue a cheque to you. If the card you used to pay with expires before the refund is made please call us to give us your new card details.
If goods have been delivered to you before you decide to cancel your contract:
- You must return it to us without undue delay and in any event not later than 30 days after the day on which you let us know that you wish to cancel the contract. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return:
- Unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.call