Delivery & Shipping Policy

Overview

At Live Well Pharmacy, we understand that prompt and secure delivery of your medicines is crucial. This Delivery & Shipping Policy explains how we send orders to you, what shipping options and costs apply, and what to do if you encounter any issues with your delivery. Our goal is to ensure your medications reach you safely, quickly, and in good condition. By placing an order with us, you agree to the following delivery terms.

Delivery Service and Options

Standard Delivery Method: All our orders are dispatched using Royal Mail Tracked 24 (Signed For) service. This is a fast and reliable service that aims to deliver within 24 hours (next working day) of dispatch, including Saturdays. Every parcel has end-to-end tracking and requires a signature upon delivery. Using a tracked, signed service adds an extra layer of security, ensuring that your medicine is delivered to you (or a responsible adult at your address) and not left unattended.

Cost: We charge a flat rate of £3.95 per order for this standard delivery. This charge covers postage, packaging, and handling. The delivery fee will be added at checkout. (Occasionally, we may offer free or discounted shipping promotions – any such offers will be clearly indicated on our website. Unless stated, assume £3.95 standard shipping applies.)
Signature Requirement: Because our packages contain medications, the Royal Mail courier will require a signature from someone at your address to hand over the parcel postoffice.co.uk. The person signing should ideally be you, the addressee. If someone else at your address signs, they should be an adult (18 or over) who can accept the parcel on your behalf. If no one is available to sign, see “Failed Delivery” below for what happens.
Tracked Service: Once your parcel is shipped, it is assigned a Royal Mail tracking number. This allows both you and us to monitor its progress in real time. You will receive this tracking number via email (and SMS if you provided a mobile number) as soon as the order is dispatched. You can use the Royal Mail Track & Trace website or app to see the status of your delivery with that number. Typical tracking updates will show when the parcel is dispatched, out for delivery, or if a delivery attempt was made.

We currently do not offer expedited shipping beyond the Tracked 24 service, as it generally provides next-day delivery in most cases. If you urgently need a guaranteed by next morning service, please contact us before ordering – in special cases we might be able to arrange Royal Mail Special Delivery Guaranteed by 1pm (at an additional cost), but this is not our standard offering.

We also do not offer a collection in person option, since we are primarily an online service and not a retail pharmacy outlet open to the public.

Dispatch Times

We aim to process and dispatch orders as quickly as possible:

Order Processing: Before dispatching, each order must go through a final check by our pharmacist. For prescription orders, this means we verify the prescription and perform clinical and accuracy checks on the medication. Orders are typically processed during our pharmacy’s operational hours (generally Monday to Friday). If your prescription is approved by our prescriber and you complete payment early in the day, we strive to dispense and dispatch the same day.
Cut-off Times: Our usual cut-off for same-day dispatch is around 3:00 PM (Monday-Friday). If your prescription is confirmed and paid by then, we will do our best to ship it out that day. Orders confirmed after the cut-off or outside working hours will be processed the next working day.
Weekends and Holidays: Our pharmacy may have limited operations on Saturdays, and typically we do not dispatch orders on Sundays or UK public holidays. If you place an order over the weekend (or an order is finalized over the weekend, such as a Saturday consultation), it will likely be dispatched on Monday or the next working day. Royal Mail Tracked 24 does deliver on Saturdays if dispatched on Friday, but anything dispatched on Saturday would usually arrive on Monday or Tuesday.
Notification: You will receive an email confirmation when your order has been dispatched, which will include the tracking number and a link to track it. If for some reason there’s a delay in dispatching your order (for example, an item is out of stock or we need additional info from you), we will inform you promptly via email or phone.

Just so you know, all medicines require careful checking before they leave our pharmacy. While we strive for speed, we won’t rush the safety checks – so on rare occasions, dispatch might be delayed by a day if needed to ensure everything is correct (we will communicate if this happens).

Estimated Delivery Times

Royal Mail Tracked 24 aims for next working day delivery to most UK locations postoffice.co.uk.

In our experience:

Packages dispatched on a Monday typically arrive by Tuesday.
Packages dispatched on Tuesday arrive by Wednesday, and so on.
If dispatched on Friday, many areas (especially in urban centres) will get delivery on Saturday. Some more rural areas might receive it on Monday if Royal Mail doesn’t have a Saturday service there.
If dispatched on Saturday (occasionally we may do a Saturday dispatch), it likely arrives on Monday, as Sunday is not a standard delivery day.

While the service is very fast, it is not absolutely guaranteed next-day. Royal Mail reports a high success rate for Tracked 24, but factors like remote locations, severe weather, or seasonal backlogs (e.g., Christmas period) can mean it takes 2-3 working days in some cases. If you haven’t received your package within 2 days of the dispatch notification, please check the tracking information and see the section below on delayed/lost parcels.

We currently ship only within the United Kingdom. This includes England, Scotland, Wales, and Northern Ireland. (We also ship to Isle of Man, Isle of Wight, and the Channel Islands, though these might occasionally take an extra day in transit.) We do not ship internationally or to the Republic of Ireland. Due to regulatory reasons, we also cannot ship to other countries. If you are outside the UK, you will not be able to order from our site.

For certain remote or farther regions (e.g., Highlands and Islands of Scotland, or British Forces Post Office addresses), Royal Mail might take slightly longer, maybe 2 working days. But in general, the service is quite consistent.

Discreet Packaging: Your order will be packaged in a plain, secure mailing envelope or box. We do not disclose pharmacy or medicine names on the outer packaging, so it will be discreet. The return address will show our pharmacy address, but not the pharmacy name (or it may just say “Concept Medicine Ltd.”). This way, your privacy is protected. However, keep in mind if the package requires a signature, the delivery person might be aware it’s a tracked item (which is common for many online orders, not specifically indicating pharmacy).

Tracking and Notifications for Live Well

As mentioned, every order gets a tracking number. Here’s how you can track and what notifications to expect:

Tracking Number: In your dispatch confirmation email, look for a line with “Tracking Number” followed by a code (usually a combination of letters and numbers). This is your Royal Mail tracking code. Clicking the link provided will take you to Royal Mail’s tracking page, or you can manually enter the code on Royal Mail’s Track & Trace site or mobile app.
Tracking Updates: When you check the tracking, you’ll see various scans (e.g., “Sender despatching item”, then “Item Received by Royal Mail”, perhaps “In Transit”, “Out for Delivery”, etc.). Once it’s out for delivery, that means the postal worker has it on their route that day. After a successful delivery, the status will show as “Delivered” and usually note the time and the name of the person who signed.
Email/SMS Updates: If you provided an email and mobile number with your order, Royal Mail’s system may send you automatic updates. Often, you’ll get an email when the item is out for delivery, and sometimes an SMS with an estimated delivery window (Royal Mail Tracked may give an estimated delivery time frame on the day of delivery). Ensure to check spam/junk folder in case emails land there.
If No Updates: Tracking can sometimes lag. If you have a tracking number but it only shows “An update will only be provided when we attempt to deliver” or hasn’t changed in 24 hours, don’t worry – sometimes the next scan happens at delivery. If it’s been more than 48 hours with no update, contact us so we can look into it.

Customer Account: If you have an account on our website, you can also log in and go to your order history. There, your order status might be updated to “Shipped” and the tracking number might be visible in the order details.

Receipt of Delivery

When the Royal Mail delivery arrives, an adult at the address will need to sign on the handheld device to confirm receipt. It’s not necessary that it’s the addressee who signs (any adult can), but it’s recommended that you (the patient) receive the package personally to ensure you get your medication.

If the delivery person asks for ID (this is uncommon for standard Tracked 24, but possible if the item is marked age-restricted), be prepared to show proof of age. For certain medicines (like those that are age-restricted), our pharmacy might mark the package “Age Verified” which signals the postal worker that they should verify age on delivery. This is generally only for medicines that cannot be legally handed to minors (since our service is 18+, this is just an extra precaution).

What to Check: After you sign and receive the parcel, please open it and check the contents as soon as possible. Make sure you have all items you expected and that nothing is damaged or tampered with. It’s rare for issues to occur, but if something is wrong (missing item, damage – see below), you should report it promptly.

Failed Delivery (If You Are Not Home)

We understand you might not always be at home when Royal Mail calls. Here’s what happens if delivery is attempted but not completed:

Royal Mail “Something for You” Card: If no one is available to sign, the postal worker will not leave the medication unattended (because it’s a signed service). They will leave a red “Something for You” card (also known as a missed delivery notice) at your address. This card indicates the date of attempted delivery and provides instructions on how to either re-arrange delivery or collect the item from your local Royal Mail Delivery Office.
Rearranging Delivery: The card (and Royal Mail’s website) allows you to schedule a redelivery. You can choose a new delivery day (to the same address) when you know someone will be home, or you can opt to have it delivered to a local Post Office branch for pickup (there may be a small fee for delivery-to-Post-Office service, unless you have a Royal Mail account with that service). You can arrange this online at royalmail.com/redelivery or by using the details on the card.
Collecting from Delivery Office: Alternatively, you (or someone you authorize) can go to the Royal Mail Delivery Office mentioned on the card to collect the parcel in person. Be sure to bring the attempted delivery card and a valid ID (and ideally proof of address) when collecting. The card will say when the item is available (usually the next working day after the attempt) and the office’s opening hours. Royal Mail usually holds Tracked items for about 7 days before returning to sender (it will say on the card how long you have).
Multiple Attempts: Royal Mail Tracked 24 usually will not automatically attempt delivery more than once (unlike some other services). It’s typically one attempt, then the parcel waits for you to arrange something. So it’s important to either collect it or arrange redelivery promptly. If you do nothing, after the holding period, the package will be sent back to us.

If a Parcel is Returned to Sender: If you miss the delivery and do not pick it up or arrange redelivery in time, Royal Mail will send the parcel back to our pharmacy address. In this case, we will contact you upon receiving it. We can either refund the medication cost (minus the original shipping fee) or, if you still need the medication, we can send it out again (however, we would have to charge a new delivery fee before re-dispatching, and depending on the medication, we might need to confirm it’s still appropriate to send). Note that for medicines, if a long time has passed, the prescription might no longer be valid or clinically appropriate, so please don’t let parcels sit uncollected.

Incorrect or Incomplete Address: It is the customer’s responsibility to provide the correct delivery address. If you realize you made a mistake in the address after ordering, contact us immediately. We may be able to update it before dispatch. Once dispatched, we cannot change the delivery address (for security, we only deliver to the address provided at ordering). If a package goes to an incorrect address due to customer error, we cannot be held responsible for its loss. If it gets returned to us due to an address issue, we can resend (to correct address) but will need to charge another £3.95 for re-shipping. Always double-check your address details when placing an order.

Damaged, Lost, or Delayed Parcels

We pack all orders carefully to minimize the chance of damage. However, if something does go wrong in transit or if your delivery is significantly delayed, here’s how we handle it:

Damaged Parcels/Items: If your parcel arrives in obviously damaged condition (e.g., torn or crushed package, opened package) or if upon opening you find a product is damaged (e.g., a medication container is cracked, seals broken, etc.), please do the following:

If the damage is noticed on delivery (for example, the box is wet or crushed), you can choose to refuse the delivery (the parcel will be returned to us). But often damage is only evident once opened.
Take clear photographs or a video of the damaged package and items as soon as possible. We need this evidence to file a claim with Royal Mail and to verify the issue.
Keep all packaging and contents – do not throw anything away.
Notify us within 48 hours of receiving the order. You can email our support with your order number, a description of the damage, and attach the photos/video.
We will respond quickly and arrange for a solution. In most cases, the solution will be to send you a replacement (exchange) of the damaged item at no additional cost. We will ship the replacement as soon as we can, using an expedited method if necessary. If only part of your order was damaged, we will replace that part, not the entire order (unless multiple items were affected).
We may arrange a return of the damaged item. Often for medicine, we will ask you to return it to us for proper disposal (since even damaged medicine shouldn’t be thrown in the trash). We can provide you a prepaid return envelope or label to send it back to us at Unit T3, Enterprise Centre, Ray Street, Huddersfield, HD1 6BL. Once we receive the returned item (or in some cases, we might trust the photo evidence alone), we will process the replacement.
In situations where a replacement is not possible (maybe the item is out of stock or time-sensitive), we will discuss alternatives with you, which could include a refund for that item. However, as per our Terms, we generally do not offer refunds on medication orders except when we cannot fulfill a replacement. Each case of damage will be handled to ensure you are not out-of-pocket and you get the product you ordered in good condition.

Lost Parcels: A parcel is considered “lost” if it doesn’t reach you within a reasonable timeframe. Royal Mail Tracked 24 is usually very reliable, but occasionally a package might get misrouted or delayed extensively. If your tracking has not updated to “Delivered” and it’s been more than a few days:

First, check the tracking carefully. Sometimes an attempted delivery might have occurred without you realizing (e.g., the card got misplaced). The tracking might say “Attempted delivery” or “Ready for collection” if that’s the case.
If tracking shows no movement or an unexpected delay (e.g., no update for several days), please contact us. Royal Mail’s policy is that Tracked 24 is not officially considered lost until after a set number of working days (often 10 working days after the due date). However, we don’t want you to wait needlessly. We will open an inquiry with Royal Mail if a package is delayed more than say 5-7 days.
We may, at our discretion, send a replacement before Royal Mail confirms loss, especially if the medication is urgently needed. If we do that and then the original package eventually shows up, we might ask you to refuse the second delivery or return it to us (or we provide a prepaid return) since you shouldn’t keep both.
If a replacement is not feasible (for example, if too much time has passed and the prescription would need re-evaluation), we will communicate and find a solution – possibly involving a consultation follow-up or refund if appropriate.
In any case, you will not have to pay twice for something you didn’t receive. We will either ensure a replacement or issue a refund/credit if a parcel is truly lost in transit.

We have tracking on every parcel, so lost packages are rare and usually traceable. We are here to liaise with Royal Mail on your behalf to locate the parcel or claim insurance if needed. Rest assured, you won’t be left empty-handed for a lost order.

Delayed Parcels: If your parcel is just delayed (e.g., it arrives later than expected but does arrive), we apologize for the inconvenience. Unfortunately, once it’s with Royal Mail, factors like weather or staffing can cause delays. We cannot refund the delivery fee for minor delays since it’s a flat fee and not a time-guaranteed service. However, if a delay has caused the medication to be too late to be useful (this is rare, but imagine a scenario like needing emergency contraception that arrives too late), please reach out – we will handle it on a case-by-case basis to make sure your health needs are met (e.g., possibly refunding or arranging alternative help).

Additional Information

Pharmacy Handling: All medicines are checked by a pharmacist before dispatch. If any issue is spotted (like a discrepancy in the prescription or a potential interaction), we might hold the dispatch and contact you or the prescriber, which could delay shipping. We will inform you promptly if this happens.

Temperature Sensitive Items: If we ever supply medication that requires refrigeration or special handling, we will use appropriate packaging (cool packs, etc.) and possibly a faster courier. In such cases, we’ll give you specific instructions and those orders might come with different shipping arrangements (which we’d coordinate with you).

Holiday Periods: During bank holidays or the Christmas period, deliveries can take longer. We will post notices on our site if cut-off times change (e.g., before Christmas or New Year) and if Royal Mail has different schedules. Ordering early is advised around those times.

Address Accuracy: As a reminder, double-check your address including your postcode. If your address is a multi-occupancy building (like flats or university halls), include as much detail as possible (e.g., flat number, dorm name). This helps ensure the parcel reaches you without confusion.

No PO Boxes: We do not ship to PO Box addresses or anonymous mailbox services. Royal Mail requires a physical address for signed deliveries (and often won’t accept medicines to PO Boxes). Please provide a residential or business address where someone can sign.

International or Traveling: As noted, we cannot ship abroad. If you are a UK resident but traveling, you should arrange for enough medication before travel. We can sometimes deliver to a trusted person’s UK address if you coordinate with them (you’d put their address in shipping). But again, the signer needs to be present at that address.

Contact Us for Delivery Issues at LiveWell

We are here to help if you have any questions or problems with your delivery. If you need assistance, please contact our customer support:

Email: info@livewellpharmacy.co.uk
Phone: 01484 950101, Mon-Fri 9am-4pm)
Live Chat: (If available on our website during working hours)

When contacting us about a delivery, please provide your order number and, if applicable, the tracking number. This will help us assist you faster.

We hope this policy gives you a clear understanding of how our delivery process works. Our aim is to ensure your experience is smooth and that you receive your medicines promptly and securely. Thank you for choosing Live Well Pharmacy – we look forward to serving you and keeping you well!

Last updated: 22-05-2026