Refund and Returns Policy
Shipping Info
When you shop with Doctor In My Pocket UK, you can trust that your package will arrive on time and in great condition. Our shipping methods are reliable and cost-effective, making your experience with us seamless and worry-free. We are committed to providing you with the best shipping options and packaging, so that you can shop with confidence.
Bank Holiday Weekend
Please note that there may be some unavoidable delays to deliveries over the bank holiday weekends.
Delivery
When you checkout, you’ll be asked to select a delivery option. If ordered before 3pm these orders will be processed same day.
You now have the option to select No Signature delivery, which means you don’t need to be present to receive your order—it will be placed through your letterbox or left in a safe spot if possible. If you opt for Signed Delivery, either you or someone you nominate must be present to sign for the package upon arrival.
Certain items will be exempt from the No Signature delivery options, such as cold chain delivery items.
Shipping Policy
At Doctor In My Pocket UK, we understand the importance of fast and efficient shipping. That’s why we offer a variety of shipping options to fit your needs. From standard to express shipping, we have you covered. Our shipping costs are transparent and affordable, so you can trust that you’re getting the best value for your money. We are dedicated to making your shopping experience with us as smooth as possible, so you can focus on what matters most – your health.
Delivery options
The delivery options are listed below. For each option, the estimated delivery times only apply if you place your order before 3pm.
- Free standard delivery We aim to deliver a standard delivery order within 48 hours (Monday to Saturday). For some areas of the UK, standard delivery can take 72 hours.
- Free standard delivery – No Signature
We dispatch orders daily from Monday to Sunday. If your order is approved before 3pm, it will be dispatched the same day. Orders placed after 3pm will be processed and sent out the following day. You do not need to sign for delivery. Your order can be posted through your letterbox or left in a safe place if appropriate.
- Next-day delivery (£4.99) Your order will be delivered the next day (Monday to Saturday).
If your order is approved by our team after 3pm, it will be dispatched the following day. This means if you order next-day express delivery after 4pm on a Monday, your order will be dispatched on Tuesday, and will be delivered on Wednesday.
- Next day – No Signature (£3.99)
If your order is approved before 3pm, it will be delivered the next day. Orders approved after 3pm will arrive in 2 days. You do not need to sign for delivery. Your order can be posted through your letterbox or left in a safe place if appropriate.
- Next-day Sunday delivery (£4.99) Your order will be delivered on Sunday.
If your order is approved by our team before 2pm on Saturday, you may be eligible for next-day Sunday delivery.
Some postcodes may be ineligible for next-day Sunday delivery. If you are placing an order to one of the exempted postcodes listed below, you may experience a slight delay in delivery.
- Express Cold Delivery (£4.99) Your order will be delivered in 1-3 days from approval.
Express Cold Delivery is for temperature-controlled products that require refrigerated storage until use by the patient. Superdrug Online Doctor uses WoolCool® Flexible thermal packaging to provide direct-to-patient delivery of temperature-controlled products, maintaining a temperature of 2-8ºC for a minimum of 47 hours after dispatch. If cold storage is disrupted during the delivery process, products may be stored un-refrigerated as below:
– Mounjaro Injection: up to 30 days at a temperature not above 30 °C and then the pre-filled KwikPen must be discarded.
– Semaglutide Injection: up to 6 weeks at a temperature not above 30 °C and then the pre-filled pen must be discarded.
Postcodes exempt from next-day Sunday delivery:
AB (all), BT (all), DD9-11, DG5-9, FK10, FK17-21, GY (all), HS (all), IM (all), IV (all), JE (all), KA27-30, KY10, KY14-16, KW (all) ML12, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15, PH16-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE (all).
Treatments that require immediate use
If you’re ordering the morning after pill or cystitis treatment that you need to use straight away, we will always send this next-day express delivery (charges apply). If you’re ordering these medications to be used in the future, you can select standard delivery.
What if I place my order after 3pm, or at the weekend?
Any order placed after 3pm, will be dispatched the following day. This means:
- If you order next-day express delivery after 3pm on a Monday, your order will be dispatched on Tuesday, and will be delivered on Wednesday
- If you order before 3pm on a Friday, you also have the option of next-day Saturday delivery.
- If you order before 2pm on a Saturday, you can select Next-day Sunday delivery if your delivery postcode is eligible.
- If you order at any time on Sunday, your order will be dispatched on Monday.
We provide you with a ‘delivery estimate’ before placing your order, but it’s important to remember that this is an estimate only, and dispatch times may vary.
All the orders need to be clinically reviewed by our team experts. We may need you to provide more information in order to ensure we can safely provide treatment remotely which may delay the delivery of your order. We reserve the right to cancel your order as per our Terms and Conditions.
Do I need to sign for my delivery?
You no longer need to be home to sign for standard or next-day express deliveries. Your order may be placed through your letterbox or left in a safe location if suitable.
Please note: certain items are exempt from No Signature delivery, such as cold chain deliveries.
If you’re collecting your order from a post office, you will receive a message to let you know it is ready to collect. You’ll need to show proof of ID and your order tracking number (sent to your account) to collect the order.
Contactless delivery
With contactless delivery, you don’t need to sign for your parcel. However, someone must be home to acknowledge receipt, as Royal Mail will sign on your behalf. This helps minimize contact while ensuring the parcel reaches the correct recipient. If no one is available and the parcel cannot be delivered, a calling card will be left so you can arrange a redelivery with Royal Mail.
Delivery addresses
We can deliver to all UK addresses except forwarding companies, PO boxes or ‘virtual address’ services, like Parcel Motel and Parcel Wizard.
How will my order be packaged?
For all delivery options we use plain packaging. Nothing on the outside of the packaging will show what’s inside or indicate this is a medical item. Only a return address will appear on the packaging to allow the order to be returned if necessary.
Can I track my order?
Yes. The confirmation email you receive after placing an order which has been approved by our team of clinicians will contain a tracking number for you to use if you wish.
- You can check the status of your order in your account log in.
- If your order is not approved by our team of clinicians you will receive notification email.
- If you have any questions about your order at any stage of the process, please do not hesitate to get in touch with us.
What if my order can’t be delivered?
If Royal Mail is unable to deliver your order, it will be taken to your local delivery office, and a calling card will be left for you to arrange redelivery. If the item is not collected or redelivered within 18 days, it will be returned to our Doctor In My Pocket Pharmacy. We will then contact you to rearrange delivery.
If we do not receive a response within 4 weeks of the item being returned to Doctor In My Pocket Pharmacy, it will be safely disposed of, and a refund will not be issued. Please note that if your order is returned to us a second time, we will not resend it.
For certain medications, you may need to complete the medical assessment again or provide additional information if the redelivery is more than a week after the initial order. This ensures the medication remains clinically appropriate for you.
What if my order doesn’t arrive?
If your order has not arrived, you can send us a message through your patient account, contact us page or chat portal.
Return & Exchange Policy
At Doctor In My Pocket UK, we stand by the quality of our products. If for any reason you are not satisfied with your purchase, we offer a hassle-free return and exchange policy. Simply contact our customer service team and we will guide you through the process. We are committed to making your shopping experience with us a positive one, and we will do everything we can to ensure your satisfaction.
What if the doctor needs more information?
In certain situations, the doctor may require additional information from you to proceed with your order. If so, you will receive a message through your patient account.
Once we have received the necessary details, the doctor can continue processing your order. To ensure timely dispatch, please provide the requested information by 3pm on the specified day, subject to the clinician’s approval.
Stock issues
On rare occasions our pharmacies may experience sudden stock issues. Every effort will be made to contact you as soon as possible and we are aware of issues. This may cause delays in receiving your order in full or part.
What if the doctor does not approve my order?
In some cases, the doctor may decide not to approve an order. This could be because they feel a more in-depth discussion is needed or because they believe the selected treatment may not be appropriate or safe for you. If this happens, we will notify you through your patient account and issue a full refund.
Can I cancel an order?
Whether you can cancel your order or not depends on the type of treatment you have ordered and the time since placing your order.
Treatments that require a prescription
If you have placed an order for any treatment that involves a prescription, cancellation is only possible before our team of clinicians have reviewed and accepted the order.
Treatments that do not require a prescription
Cancellation is available within 14 calendar days of delivery.
Orders that require photo-assessment
If your order includes a photo assessment and our doctors have not yet started reviewing your photos or processing your order, you can cancel and receive a full refund.
However, if the doctors have already begun processing your order or reviewing your photos, you may still request a cancellation, but only a partial refund may be provided. In this case, you will be responsible for covering the costs of services already rendered, such as the time spent by the doctors reviewing your photos.
Can I change my order after I’ve paid?
Changing treatment
If you’ve not received an email to say that your doctor has approved your order yet, we may be able to stop the order from being dispatched, in which case we will provide a full refund.
If your order involves photo assessment, we may be able to offer a partial refund depending on what stage your order has reached.
Changing delivery address
If you’ve not received an email to say that your order has been dispatched, we may be able to change the address it’s being sent to. Please contact us as soon as possible either via your online account, contact us page or chat portal.
If you’ve had an email to say that your order has been dispatched, we will not be able to change the address or offer a refund.
What if my order is damaged or faulty?
If your order is damaged or faulty, keep everything you’ve received (including the packaging) and send us a message through using your patient account or contact us page. Please include the order number and a photo of the damaged goods.
Once we’ve completed an investigation with our delivery provider, we can see if we can send you a replacement product.
You can either return your good for us to dispose of or dispose of them safely yourself.
What should I do with medication I don’t need?
You should never throw away medication in a normal bin. Take any medication you no longer need to a local pharmacy where it can be disposed of safely.
The pharmacy will not take any information from you, and you can remove any outer packaging (anything that has identifiable information such as your name on it), and throw that away separately.