Delivery Policy
Last updated: 13 August 2026
At Village Pharmacy, we are committed to delivering medicines, healthcare products and other orders safely, securely and within an appropriate timeframe.
Because some medicines require specific storage, security or delivery arrangements, the delivery options available to you may depend on the products in your order, your delivery address and any clinical or regulatory requirements that apply.
Please read this policy before placing your order.
1. Delivery Options
We offer a range of delivery options depending on the products in your order, your delivery address and any clinical, safety or regulatory requirements that apply.
The delivery options available for your order, together with any applicable charges and estimated delivery times, will be shown during the ordering process before you complete your purchase.
Not every delivery option will be available for every medicine or delivery address. Certain medicines may require a particular delivery service because of their storage, security or transportation requirements.
Delivery times are estimates unless we expressly state otherwise. They may be affected by weekends, bank holidays, stock availability, clinical assessment, prescription processing, weather, courier disruption and other circumstances outside our reasonable control.
2. Processing and Dispatch
Orders containing medicines may require additional processing before they can be dispatched. Depending on the order, this may include a clinical assessment, prescription approval, pharmacist review and dispensing.
Payment or order confirmation does not necessarily mean that a medicine has been clinically approved or is ready for dispatch.
Where an estimated dispatch or delivery timeframe applies, this will be communicated during the ordering process, in information relating to the relevant delivery service or in communications about your order.
If we are unable to supply a medicine following a clinical or pharmacy assessment, or if there is a significant delay affecting your order, we will contact you where appropriate.
3. Prescription Medicines
Prescription medicines will only be dispatched once all necessary clinical, prescribing and dispensing requirements have been completed.
The delivery method used for medicines will take account of the nature of the medicine and any requirements relating to security, storage, temperature or delivery timescale.
Some medicines may not be eligible for every delivery service available on our website. Where necessary, we may use a different suitable delivery method, contact you to make alternative arrangements, or delay dispatch where this is necessary to protect the safety and quality of your medicine.
If you require a medicine urgently, please contact us. Online ordering and postal or courier delivery should not be relied upon for medical emergencies.
4. NHS Prescription Deliveries
Where NHS prescription delivery is available from Village Pharmacy, the service is subject to applicable NHS requirements, service availability and the successful receipt and processing of your prescription.
Any delivery options, eligibility requirements, geographic restrictions or charges that apply to an NHS prescription delivery service will be explained when you use the relevant service or before delivery is arranged.
We can only begin dispensing your prescription once it has been received and all necessary pharmacy checks can be completed. Delivery times therefore run from the point at which the prescription can be lawfully and safely processed rather than necessarily from the date on which you first request your medicine.
5. Refrigerated and Temperature-Sensitive Medicines
Certain medicines need to be stored and transported within specified conditions to maintain their quality and safety.
Where your order contains a refrigerated or otherwise temperature-sensitive medicine, we will use delivery arrangements and packaging considered appropriate for that particular product.
Temperature-sensitive orders may be subject to different dispatch arrangements, delivery services or geographic restrictions from other orders. Where a restriction applies to your order, this will be communicated during the ordering process or before dispatch where appropriate.
We may postpone dispatch where weather conditions, courier disruption or another factor could prevent us from maintaining appropriate conditions during the expected delivery period.
If a temperature-sensitive medicine is delayed, delivered later than expected, or the packaging appears damaged or compromised, please do not assume that the medicine is suitable to use. Keep the medicine and packaging as instructed on the product information and contact us promptly for advice.
6. Controlled Drugs and Other Medicines Requiring Secure Delivery
Some medicines, including certain controlled drugs, require additional security during transportation and delivery.
Depending on the medicine and the delivery service used, the parcel may require tracking, a signature, identity confirmation, delivery to a specific person or another secure delivery arrangement.
Where additional delivery requirements apply, these may limit the delivery services, safe-place options or alternative delivery locations available for your order.
Please follow any delivery instructions we or the delivery provider give you for these medicines.
7. Tracking Your Delivery
Where a tracked delivery service is used, tracking information will normally be provided once your order has been dispatched.
Tracking information may be sent by email, text message, through your account or directly by the delivery provider, depending on the service used.
Please be aware that tracking information may take some time to update after a parcel has been handed to the delivery provider.
8. Delivery Address
Please make sure that the delivery address and contact details you provide are accurate and complete before submitting your order.
If you notice an error in your delivery details, please contact us as soon as possible. We may not be able to change an address after an order has been dispensed, packed or handed to the delivery provider.
We are not responsible for delays or delivery problems caused solely by inaccurate or incomplete information supplied by you where we have taken reasonable steps to fulfil the order using the information provided. This does not affect your statutory rights.
9. Delivery to Another Person, Safe Place or Alternative Location
Depending on the medicine, product and delivery service, it may be possible for your order to be delivered to another person or an alternative location that you have authorised.
Medicines will only be left in a safe place, with another person or at an alternative collection location where the delivery arrangement is considered suitable for the order.
Some medicines cannot safely or securely be left unattended. This may include certain controlled drugs, temperature-sensitive medicines or other products requiring enhanced security or storage conditions.
If you request an alternative delivery arrangement, please ensure that the location or person you nominate is appropriate and able to receive and store the medicine safely.
10. Missed Deliveries
If delivery cannot be completed, the delivery provider may attempt redelivery, provide instructions for collection or return the parcel to us, depending on the delivery service used.
Please follow the delivery provider’s tracking information and instructions where applicable.
If the parcel contains a refrigerated, temperature-sensitive or urgently required medicine, please contact us promptly following a missed or delayed delivery.
Do not use a medicine if you are concerned that its storage conditions may have been compromised without first obtaining appropriate advice.
Additional charges may apply where an order has to be dispatched again because delivery could not be completed for reasons attributable to the delivery information or arrangements provided by you, where permitted by law.
11. Delayed Deliveries
Occasionally deliveries may be delayed because of circumstances such as severe weather, transport disruption, unusually high demand, delivery provider delays or other events outside our reasonable control.
If we become aware of a significant delay affecting your order, we will take reasonable steps to keep you informed where appropriate.
If your order contains medication that you need by a particular date, please allow sufficient time when ordering.
If a delayed medicine is clinically urgent or you are at risk of running out of essential medication, please contact us so that we can advise you on the appropriate next steps.
Nothing in this section affects any statutory rights you may have where goods are not delivered within an agreed or legally required timeframe.
12. Lost, Missing or Incorrectly Delivered Parcels
If your tracking information shows an unexpected delay, your parcel appears to have been lost, or the tracking states that your order has been delivered but you have not received it, please contact us as soon as possible.
We may need to investigate the delivery with the delivery provider before determining the appropriate resolution.
If a medicine is lost or incorrectly delivered, we will also consider any clinical implications of the missed supply and advise you on the next steps where appropriate.
Our responsibility for goods during delivery will be determined in accordance with applicable consumer law. Nothing in this policy limits rights that cannot legally be excluded.
13. Damaged Deliveries
If your parcel arrives visibly damaged, opened or tampered with, please check its contents carefully and contact us promptly if there is a problem.
If a medicine itself is damaged, appears to have been tampered with, is incorrect, or you have concerns about its safety or quality, do not use or take the medicine until you have spoken to us.
Where possible, please retain the medicine, parcel and packaging while we investigate. We may ask you to provide photographs or other information about the delivery.
14. Delivery Charges
Any delivery charge applicable to your order will be clearly displayed before you complete your purchase.
Delivery charges may vary depending on the delivery service, products ordered and delivery address.
Where free delivery is available, any applicable conditions or minimum spend requirements will be shown during the ordering process.
15. Delivery Area
We deliver to eligible addresses within the United Kingdom only.
Delivery availability may depend on your postcode and the products in your order. Certain medicines, including temperature-sensitive medicines and medicines requiring enhanced security, may be subject to additional geographic or delivery restrictions.
Any restrictions affecting your order will be shown during the ordering process or communicated to you before dispatch where appropriate.
16. Contact Us
If you have a question or concern about the delivery of your order, please contact us or email us at villagepharmacygd@gmail.com.
Please provide your order number and relevant delivery details so that we can assist you as quickly as possible.
We may update this Delivery Policy from time to time to reflect changes to our services, delivery arrangements, regulatory requirements or applicable law. Any statutory rights relating to an existing order will not be affected by a later change to this policy where the law does not permit this.