Delivery & Collection Information
The tracking hasn't updated on my order
If when you track your order you can't see an update on your parcel and it's been more than 5 days, get in touch with Customer Services who can investigate further with Royal Mail or DX Logistics.
Please also note that tracking does not update straight away after shipping, please allow 24 hours after receiving your shipped email before attempting to track.
What if I'm not home for my delivery?
If you’re not home when Royal Mail try to deliver they will leave a “something for you” card and you will be able to collect from your local Royal Mail collection point, or arrange a redelivery.
If your order is being delivered by DX Logistics, then please check your tracking link to see if your order has been delivered to a neighbour, safe place or if they will try again the next working day.
Where do you deliver to?
We offer delivery within the UK & Ireland. Find out more on our delivery page.
Who are your main couriers?
At present we use both Royal Mail and DX Logistics as our main couriers for all orders.
If you think you have been sent the incorrect tracking link, please try either of these tracking websites before contacting us:
My order is showing as delivered but I haven’t received it?
If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.
CLICK & COLLECT
Which stores offer the Click and Collect Service?
Our Click and Collect service is available in all our stores including our counters within Superdrug.
What do I need to bring when collecting my order?
Make sure you bring your collect e-mail with you, or your text confirmation if you provided a mobile telephone number.
You'll also need one of the following:
Payment card used to place order
If someone collects your order for you, they must bring your collection email and a form of your ID. Please note, we cannot take responsibility for any orders collected on your behalf once they have left our store.
How long are orders kept in store for?
We will keep your order in store for 14 days before we automatically refund you if it isn't collected in time. If you need your order to be held longer please contact the store directly.
How do I refund my Click and Collect order?
If you change your mind for any reason, you have 90 days from the date of collection to return it to any one of our stores. If returning your order to one of our stores, you must provide the unique returns code you received on your collection email. Please ensure that your item is in its original packaging and hasn’t been opened or sprayed. If your item has been opened or sprayed, we will not be able to accept it back. This does not affect your statutory rights.
I don't have a printer to print my email. How can I collect my order?
Don't worry, you'll be able to show your collection email on any device and still collect your order with the relevant form of ID.
What is an Express Click and Collect Order?
An express Click and Collect order means your item will be ready to collect from your chosen store within 30 minutes. If you order is an express order this will be indicated at the time of checkout when choosing your store. Please check your chosen stores opening times.
What is a Standard Click and Collect Order?
A standard Click and Collect order means your item is out of stock in your chosen store and will be dispatched from our warehouse before you can collect it. It will usually be available for collection in 3 to 5 working days and we will notify you by email when your order has arrived in store.
Can I change my mind once my order has been confirmed?
Once a click and collect order has been placed unfortunately it cannot be amended. If you no longer require the item, once you've received your delivery confirmation please contact your chosen store directly who can arrange for your order to be refunded.