Delivery and Refunds Information

Update from Royal Mail about signing for and receiving items

In order to protect both our people and customers as much as possible, we are minimising contact during delivery. We will not be handing over our hand-held devices to customers to capture signatures but instead log the name of the person accepting the item. Additionally, for all customers where we need to deliver any item that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

Update from Royal Mail about 'Special Delivery Guaranteed by 1pm'

For items posted from Thursday 19 March 2020 onwards, we’ll no longer guarantee deliveries by 1pm the next working day. We’ll still prioritise Special Delivery parcels and letters and will aim to deliver by 1pm or before the end of day. Resource implications of the latest coronavirus advice means we may not be able to meet the customer promise of guaranteed next day delivery in all locations at all times.

After you place an order, a doctor will assess your medical information and then send an electronic prescription to our partner pharmacy. Your doctor will also send you a confirmation message which will contain important information about how you should take your medicine.

Please note that all orders are subject to stock availability and clinical approval by a doctor.

For all medication requests prescribed by a doctor and sent to the pharmacy by 1pm, you can expect delivery as follows:

Orders prescribed and processed between 1pm and 5pm may still arrive the next day, but orders prescribed after 1pm will generally be processed for delivery in two working days.

Yes, all medication is sent by Royal Mail Tracked 24® and needs to be signed for. If you are out, your postal delivery walker will leave a card. This allows you to rearrange delivery or pick up your item from your nearest depot.

Yes, many of our patients choose this option for ease and convenience. You can choose delivery anywhere within the UK.

Delivery is confidential and discrete. There are no markings on the outside of the packaging to indicate the contents. All medication is sent in a small white box and all test kits are sent in a non-marked envelope which can fit through standard UK letter boxes.

If a doctor decides that you are not suited for treatment, we will issue a full refund within 48 hours. There is no administration fee. Depending on your card provider, your refund will be credited to your account or statement within 3-5 business days. Some banks and card providers may take slightly longer.

All medication is sent by Royal Mail Tracked 24® which is next day guaranteed. To track your order, simply enter your tracking number on the Royal Mail Track Your Item page.

Prescription Medicine: For safety reasons, medicines are exempt from the requirement to accept returns under the Consumer Protection (Distance Selling) Regulation 2000 (UK). Our partner pharmacy is not able to re-use returned medicines. If you have unwanted medicines please take them to your local pharmacy for safe disposal.

You can cancel your order for medication up until the point where the doctor issues a prescription. To cancel an order after you have made a purchase, please send a message to a patient co-ordinator within your patient record, asking for your medicine request to be cancelled. Please note, a doctor may issue a prescription within 10 minutes or a few hours after an order is placed, depending on the time and day. If you have any queries about your medicine or a clinical matter, please message a doctor from your patient record before placing an order. Our doctors are extremely friendly and knowledgeable and will do their best to assist you.

If a doctor for any reason decides not to issue a prescription for an ordered medication, you will be notified through your patient record. We will issue a full refund within 48 hours. There is no administration fee. Depending on your card provider, your refund will be credited to your account or statement within 3-5 business days. Some banks and card providers may take slightly longer.

Non-Prescription Services (e.g. STD testing services, DNA Testing services): For unwanted non-prescription items, you are entitled to a refund if you inform us in writing to info@anytimedoctor.co.uk within 7 days of purchase, and return the item unopened in its original packaging with seals unbroken to: 1 Chalfont Park, Gerrards Cross, SL9 0BG. A fee of £25.00 will be deducted from your refund to cover administration costs. Please note that if the item is damaged during the returns process, an appropriate sum will be deducted from your refund. For your protection, we recommend that you use a recorded delivery service to return unwanted items.