How does it work?

Our step-by-step guide will show you.

Your clinic or doctor will send your prescription directly to us.

We provide our bespoke service for a limited number of clinics, who will send your prescription to us directly.

If you would like to know whether your clinic uses our service, or if we can help with your prescription, please get in touch using the contact form.

Please do not send your prescription until you have spoken to us.

If you’re due to start your medication within the next 48 hours and haven’t heard from us, please take the following steps:

1. Check your voicemail and email - we may have already tried to contact you.
2. If you haven’t received any messages, please confirm with your doctor or clinic that your prescription has been sent to us.
3. Give us a call so we can assist you directly and ensure everything is in place for your treatment.

Customer Care: 01923 233466 (Mon-Fri 9am-5pm).

We only arrange delivery after speaking with you directly.

A member of our team will contact you — or your nominated contact — to confirm delivery details and take payment for your medication.

If you're due to start your medication within the next 48 hours and haven’t yet spoken with us, please call us as soon as possible on 01923 233466 (Mon-Fri 9am-5pm).

Please also see – ‘how do deliveries work’.

Starting a new treatment cycle?

If you are starting a new treatment cycle, we expect to receive your prescription from you clinic and contact you at least 24-48 hours before your scheduled start date.

Already in treatment and need more medication?

If your clinic/doctor have sent a prescription for your additional medication, our team will be trying to reach you to arrange the next delivery—so please keep an eye out for our calls and emails.

If you haven’t heard from us and need support, don’t hesitate to call us on 01923 233466 (Mon-Fri 9am-5pm).

Once we receive your prescription, we will prepare a detailed quote. We will discuss this with you when we call to arrange delivery. We will also discuss any additional requirements, such as sharps bins, needles, syringes.

The quickest method over the phone with one of our coordinators, using your debit or credit card (excluding AMEX).

Alternatively, we can send you a secure payment link if you prefer to pay online.

Please note: All payments must be received by 12 PM the day before your scheduled delivery to ensure your medication is dispatched on time.

We can only dispense medication as prescribed by your clinician. At your request, we’re able to supply less than the prescribed amount, but never more.

If you require additional medication beyond what’s been prescribed, your doctor or clinic will need to issue a new prescription before we can dispense it. To avoid any delays, we strongly recommend discussing and confirming the required quantity with your clinical team in advance.

If you have any concerns or questions about your prescription, we’re here to help. We’ll work with you and your clinic to resolve any issues as quickly as possible, as prescription delays can impact delivery.

Please see our infographic.

We will contact you directly to arrange your delivery.

Because we provide a personalised service, we DO NOT coordinate deliveries through your clinic.

If you haven’t heard from us 48 hours before your treatment start date, please call us on 01923 233466 (Mon-Fri 9am-5pm).

We offer all-day delivery, Monday to Friday, between 8 AM and 6 PM.

On the evening prior to your delivery, you’ll receive a text message from our courier with a two-hour delivery window for your parcel to arrive. The driver may call you on the number you provided us when we arranged your delivery. So, please keep an eye out for this call on the day of your delivery.

Important: If you need to make changes to your delivery, please call us directly. Changes cannot be made through the courier’s text system.

Your parcel(s) will arrive in discreet, secure packaging to protect both the contents and your privacy.

Deliveries can be made to any UK address*, but:

• Someone must be present to sign for the parcel.
• Deliveries cannot be left in a safe place or unattended.
• Only the named recipient can sign for the delivery—unless you’ve notified us in advance of an alternative authorised person(s).

* For patients in the Highlands and Islands, some areas may require a two-day delivery service. We’ll discuss this with you when scheduling your delivery.

Please note that we DO NOT offer any deliveries on weekends or bank holidays.

Yes, we can deliver to your workplace, provided it’s a secure location where you can receive the package directly and without delay.

To ensure your medication reaches you safely and promptly, we recommend choosing a delivery address where there’s minimal risk of the parcel being misplaced or delayed. For this reason, we’re unable to deliver to hospitals, universities, pharmacies, or similar locations where direct delivery may not be possible.

Same-day delivery is available for emergency prescriptions only, which incur additional charges based on mileage.

Emergency prescriptions must be received by 1:30 PM, Monday to Friday.

Please note that we DO NOT offer any deliveries on weekends or bank holidays.

If a delivery attempt is unsuccessful, the courier will mark it as failed, and we will contact you to reschedule your delivery. If we are unable to reach you by 5PM the same day, the parcel will be returned to us and a new delivery will need to be arranged following the same steps as your original booking.

Due to strict scheduling, drivers are typically unable to reattempt delivery the same day. We strongly recommend that you remain at your designated delivery address for the entire 2-hour time slot provided by the courier (See – ‘How do deliveries work?).

If you miss a delivery and urgently need your medication, please contact our team immediately so we can assist you as quickly as possible: 01923 233466 (Mon-Fri 9am-5pm).

During your delivery scheduling call, we’ll let you know if any of your medication(s) require refrigeration. We recommend choosing a delivery address where the items can be placed in a fridge immediately upon arrival. Alternatively, please ensure you’ve made the necessary arrangements to refrigerate your medication as soon as it’s received.

Medication that must be kept between 2–8°C will arrive in a clearly labelled box stating: “Refrigerate Immediately. Store between 2–8°C. Do not freeze”.

As soon as you receive your delivery, please store any refrigerated items in the fridge right away.

This information will also be explained in more detail during your scheduling call and confirmed in a follow-up email.

All medication is supplied with a Patient Information Leaflet (PIL), which includes important details about proper storage and usage. We recommend reviewing this leaflet carefully.

If your medication requires refrigeration, it will be clearly marked on the outer packaging with the following label: “Refrigerate Immediately. Store between 2–8°C. Do not freeze”.

Always follow the storage instructions provided to ensure your medication remains safe and effective.

Unfortunately, we are unable to accept returned medication for reuse or resale. This is in line with the regulations set out by our pharmacy licence and the Medicines Act, which prohibit the re-dispensing of medicines once they’ve left our premises.

If you have unused medication that you no longer need, you can return it to us for safe disposal, or take it to your local pharmacy, which will also be able to assist.

Sharps bins contain clinical waste and must not be disposed with your household waste.

Please check with your clinic or contact your local council for guidance on the appropriate way to dispose of your sharps bin.

Your medication will be labelled with any administration instructions provided by your clinician on the prescription.

If you need further guidance on when or how to take your medication, please contact your clinic directly first, as they are best placed to advise you based on your specific treatment plan.