Delivery preference

During the signup process, you will be asked for your delivery consents and preferences. You will always have to sign for fridge items and controlled drugs as these cannot be delivered to a safe place or letterbox. If you have letterbox delivery set to ‘no’, your delivery will need to be signed for. If you have letterbox delivery set to ‘yes’ but safeplace set to ‘no’ & the package is too big for the letter box, your delivery will need to be signed for. We use a specialist cold chain courier for national fridge item deliveries called Igloo. We use a local driver for local deliveries & Royal mail as the courier for national deliveries. We can deliver NHS prescription’s to any UK address & the delivery is completely free.

Letterbox Delivery:

You will be offered the chance to select Yes or No as a preference for letterbox delivery.

If you select Yes;

Where possible our medication is packed to fit through a letterbox. However, if this is not possible your delivery can be left in your safe place. If you have no safe place set you will need to be in to sign for the delivery. If you have small children, pets or others who could be at risk on the property, please consider using a different delivery address.

If you select No;

Please consider letterbox delivery if your property is safe to do so, otherwise somebody will need to sign for your delivery. If nobody is in a card will be left with details about the delivery & how to arrange a re-delivery, then you can either collect your parcel via Royal mail or rearrange delivery with Royal Mail for free. If a local driver brings your medication & you are not in, a card will be left with details on how to arrange a re-delivery, please ring the pharmacy to organise redelivery at a time convenient to you for free.

Safe Place:

Once you have consented to letter box delivery, you will be offered the chance to set a safe place for our delivery representative to leave your delivery. You can select Yes or No

If you have selected Yes, you can select from the following options as a safe place on the drop-down menu, please also read what is acceptable as a safe place & when we would be unable to leave items in a safe place, further down on this page before making your selection.
-Leave with a neighbour
-Leave in the Shed
-In the porch
-In the garage
-At reception
-Other:

If you have selected letterbox delivery, your safe place will only be used if your package is too big to fit through your letterbox. If you have safe place set to ‘no’, or your order contains controlled drugs or refrigerated items, your delivery will need to be signed for.

Please consider setting a safe place in case your parcel is too large for your letterbox. If nobody is in & you do not have a safe place set, a card will be left with details about the delivery & how to arrange a re-delivery, then you can either collect your parcel via Royal mail or rearrange delivery with Royal Mail for free. If you do not have a safe place set & a local driver brings your medication & you are not in, a card will be left with details on how to arrange a re-delivery,  please ring the pharmacy to organise redelivery at a time convenient to you for free.

What is acceptable as a ‘Safe-place’?

Your Safeplace should be a secure, weatherproof location that’s easily accessible and out of sight, such as a garage, a shed, a secure box or even an enclosed porch. Requests to place parcels in insecure locations like recycle bins  are not considered as a Safe-place by us & our delivery partner. Our team will also review your request & guide you further if your choice is insecure/not acceptable to us and our delivery partners.  Please be aware your delivery preferences will be listed on the labels we attach to the parcel for our delivery partner & also available when they scan the labels, incase of a local delivery it will also be listed on our own delivery labels & software, so in either case the driver’s that deliver your parcel will have access to your preference.

Are there times you’re unable to leave items in a Safe-place? (Exclusions)

Some examples of why we’d be unable to leave an item in a Safeplace are: it would be dangerous for us to access the nominated point; the item would be exposed to bad weather; if the nominated point is clearly insecure (for example, a doorstep, a recycling bin, underneath cars etc ); or your item requires a signature and/or requires an Age or ID verification. You will always have to sign for fridge items and controlled drugs as these cannot be delivered to a safe place or letterbox.

How will I know my item has been left in my Safeplace?

We’ll leave a “Something for You” card confirming where we’ve left your item.

We may also send you an email and/or SMS notification with information about which specific Safeplace location we have delivered your item to, e.g. enclosed porch. For some deliveries, we’ll also include a photo of the Safeplace.

What do you do if a delivery fails?

Royal mail will return the item to the delivery depot or if it is a local driver it will be returned to the pharmacy.

A card confirming where your item is will be left, we may also send you an email and/or SMS notification. The card will have information on how to arrange a redelivery & contact details.

In regards to Royal mail deliveries, you can arrange for a redelivery for free, or pick the item up in person from the Royal mail delivery Depot for free.

In regards to local driver deliveries you can contact the pharmacy to organise a redelivery for free.

In all cases you can contact the pharmacy for further advice & help with re-delivery arrangements.

Can I change my preferences or consents?

Please keep us updated with any address changes  or preference & consent updates.

You can contact us to update your default delivery address (We can deliver to any UK address – e.g. work, home, or a trusted friend or neighbour), preferences or consents by emailing, calling or writing to us.

Communication:

For Courier deliveries e.g Royal mail,  we send texts/emails  advising how the medication has been packaged and what exact service has been used to dispatch the package. Our couriers may also get in touch with time periods, tracking & information in relation to the delivery.

For local deliveries we send texts/emails with a definitive time period e.g. afternoon and date of delivery.

We may also communicate via phone where necessary.

Useful resources for Royal mail

Royal Mail Safeplace FAQ’s

More about Royal Mail Safeplaces

More about booking a re-delivery

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If you have any questions about our delivery services, Royal Mail, Igloo, choosing a Safeplace, or booking a re-delivery, get in touch with our friendly pharmacy team who can offer guidance and advice.