Delivery Information

Last updated: 1 August 2026

1. Delivery Area

HappyMeds currently provides delivery to eligible addresses within the United Kingdom.

International delivery is not currently guaranteed.

We may be unable to deliver to:

• Incomplete or unverifiable addresses.
• Addresses that are inaccessible.
• Locations excluded by the courier.
• Certain forwarding or reshipping services.
• Locations where safe delivery cannot be arranged.
• Addresses where applicable identity or age requirements cannot be completed.

2. Order Processing and Delivery

Submitting an order and making payment does not mean that the order has been finally accepted, approved or dispatched.

Before dispatch, an order may be subject to:

• Payment authorisation.
• Product-availability checks.
• Identity and age verification.
• Address verification.
• Applicable prescription or legal verification.
• Review of the selected product, strength or quantity.
• Fraud and security checks.

Processing time and courier delivery time are separate.

Delivery estimates begin only after the order has completed the required checks and has been dispatched.

3. Working Days

A working day normally means Monday to Friday, excluding UK bank and public holidays.

Orders submitted, approved or paid for outside normal processing hours may begin processing on the next working day.

Processing or delivery may take longer during:

• Weekends.
• Bank holidays.
• Severe weather.
• Courier disruption.
• High-demand periods.
• Product shortages.
• Public emergencies.
• Additional verification.

4. Delivery Options and Charges

Available delivery services, charges and estimated delivery periods will be displayed during checkout.

Options may vary depending on:

• Delivery postcode.
• Product type.
• Parcel value or size.
• Dispatch time.
• Courier availability.
• Tracking requirements.
• Signature or identity requirements.

Selecting an express or next-day courier option does not guarantee same-day approval, processing or dispatch.

5. Delivery Estimates

All delivery periods are estimates unless a service is expressly described as guaranteed.

An estimated delivery period begins when the parcel is handed to the courier.

It does not include time required for:

• Verification.
• Review.
• Approval.
• Payment checks.
• Product preparation.

Delivery may be delayed by circumstances outside our reasonable control.

6. Dispatch Confirmation and Tracking

Where tracking is available, a dispatch confirmation may be sent by email, text message or another available communication method.

The message may include:

• Courier name.
• Tracking number.
• Tracking link.
• Estimated delivery information.

Tracking may take several hours to update after dispatch.

You are responsible for monitoring available tracking information and making suitable arrangements to receive or collect the parcel.

7. Discreet Packaging

Orders are normally sent in plain, secure and discreet outer packaging.

The outside of the parcel will not normally state the medicine or product contained inside.

The parcel may still display:

• Recipient information.
• Return information.
• Courier labels.
• Tracking information.
• Legally required delivery information.

8. Delivery Address

You are responsible for providing a complete, accurate and accessible delivery address.

Before submitting an order, check:

• Recipient name.
• House or flat number.
• Street name.
• Town or city.
• Postcode.
• Contact telephone number.
• Any essential access instructions.

Contact us immediately if you identify an address error.

We cannot guarantee that an address can be amended once processing has started or the parcel has been dispatched.

9. Forwarding and Alternative Addresses

We may restrict delivery to:

• Parcel-forwarding services.
• Reshipping companies.
• Hotels or temporary accommodation.
• Unverified business addresses.
• Unsupported collection points.
• Addresses that do not match verification information.

Where delivery to a forwarding address is accepted, our responsibility normally ends after successful delivery to the address supplied with the order.

We are not responsible for later forwarding, international shipment, loss, damage or delay arranged independently by the customer.

10. Receiving the Parcel

A signature, proof of identity or age check may be required.

You should ensure that an eligible and authorised person is available to receive the parcel.

Depending on the courier and delivery service, a parcel may be:

• Delivered to the stated address.
• Left in an approved safe place.
• Delivered to an authorised neighbour.
• Taken to a collection point.
• Returned to a local depot.
• Returned to the sender.

11. Safe-Place and Neighbour Delivery

Safe-place and neighbour-delivery options are subject to courier rules.

A courier may refuse to leave a parcel where the location is:

• Unsafe.
• Exposed to weather.
• Accessible to children or the public.
• Unsuitable for medicine.
• Inconsistent with signature, identity or age requirements.

HappyMeds cannot guarantee that every delivery instruction will be followed.

Do not request that medicine be left in an unsafe, exposed or publicly accessible location.

12. Missed Delivery

Where delivery cannot be completed, the courier may:

• Attempt redelivery.
• Leave instructions.
• Hold the parcel at a depot or collection point.
• Return the parcel to the sender.

You are responsible for following courier instructions and collecting the parcel within the stated period.

13. Uncollected or Refused Parcels

Where a parcel is returned because it was:

• Refused.
• Not collected.
• Sent to an incorrect address supplied by the customer.
• Undeliverable because access was unavailable.
• Not accepted by an eligible recipient.

We will review whether redelivery is possible.

Additional delivery or administration charges may apply.

A medicine does not automatically qualify for a refund merely because the parcel was refused or not collected after dispatch.

14. Delayed Parcels

If tracking shows that a parcel is delayed, allow the courier a reasonable opportunity to complete delivery.

Contact us where:

• The estimated delivery period has passed.
• Tracking has not updated for an unusual period.
• The courier has reported a delivery problem.
• The parcel appears to be returning to the sender.

We may need to open an investigation with the courier before arranging a replacement or refund.

Courier investigations may take several working days.

15. Parcels Marked as Delivered

Where tracking states that a parcel has been delivered but you cannot locate it:

• Check the delivery address.
• Check all safe places.
• Ask members of your household.
• Check with reception or building management.
• Check with an authorised neighbour.
• Review any courier photograph or message.
• Contact the courier where appropriate.
• Notify HappyMeds promptly.

We may request:

• Confirmation of non-receipt.
• Address verification.
• Identification.
• Information requested by the courier.
• A signed non-receipt declaration.

A replacement or refund may be delayed until sufficient checks have been completed.

16. Lost Parcels

A parcel will normally be considered lost only after the courier confirms that it cannot be located or delivered.

Where a parcel is confirmed lost, the available resolution may include:

• Replacement.
• Refund.
• Another reasonable remedy.

Any replacement remains subject to product availability and applicable verification or supply requirements.

17. Damaged, Opened or Tampered Parcels

Inspect the parcel promptly after delivery.

Do not use a product where:

• The outer package is seriously damaged.
• The inner medicine packaging is open.
• A safety seal is broken.
• The contents appear contaminated.
• The product does not match the order.
• There are signs of tampering.

Contact help@happymeds.uk promptly and provide:

• Your order number.
• A description of the issue.
• Photographs of the outer parcel.
• Photographs of the delivery label.
• Photographs of the product and packaging.
• Confirmation of whether the item has been opened or used.

Keep all packaging until instructions have been provided.

A request to report damage promptly does not remove your statutory consumer rights.

18. Missing or Incorrect Items

Check the contents of your parcel as soon as reasonably possible.

Where an item is missing or incorrect, contact us and include:

• Order number.
• Item expected.
• Item received.
• Photographs of the parcel and contents.
• Relevant packaging or batch information.

Do not use an incorrectly supplied medicine.

Keep the item securely while the matter is investigated.

19. Delivery Charges

Applicable delivery charges are displayed before checkout is completed.

Additional charges may apply where:

• Redelivery is requested.
• An incorrect address was provided.
• A parcel was refused or not collected.
• A special courier service is requested.
• Delivery involves an additional courier surcharge.

20. Ownership and Risk

Responsibility for the parcel normally passes to you when it is physically delivered to:

• You.
• A person authorised by you.
• A delivery location selected or approved by you.

This does not affect your statutory rights where a product is faulty, incorrect, damaged or not as described.

21. Events Outside Our Control

Delivery may be delayed by circumstances outside our reasonable control, including:

• Severe weather.
• Transport interruption.
• Courier network disruption.
• Industrial action.
• Public emergencies.
• Cyber incidents.
• Product shortages.
• Legal restrictions.

We will take reasonable steps to provide relevant updates where possible.

22. Contact

For delivery questions, contact:

Email:

help@happymeds.uk

Please include:

• Full name.
• Order number.
• Tracking number, where available.
• Delivery postcode.
• A clear description of the issue.