International deliveries with DHL
EU customers that selected the Express international delivery option can track their orders at the DHL website www.dhl.co.uk or can send an SMS text to +447720334455 and enter their parcel tracking number as the message only – an SMS will be sent back with details of the shipment.
Standard international deliveries
Standard international deliveries are sent as Royal Mail International Tracked & Signed, and picked up by the Royal Mail in the UK and transported to the EU destination country where the parcel is then the responsibility of the postal service of that country. The service usually takes between 3-14 days from when the item is picked up from our pharmacy, but in rare instances can take longer.
When your item is despatched a tracking number will be emailed to you – to help you find this email the subject line of the email contains your order number and the text “has been dispatched” and is sent from the email address “Dr Fox <firstname.lastname@example.org>”. The tracking number is also available to view in the details of the order in your My Account section.
You can track the progress of your delivery using either the Royal Mail tracking service www.royalmail.com/track-your-item until it arrives in the destination country. Once the parcel arrives in the destination country please use the national postal service (list below) or some countries use GLS European parcel service.
Delivery update emails
Delivery updates will be sent to patients by email when available from Royal Mail.
Tracking states delivery has been attempted
If the status of your item states delivery has been attempted and the item is being held at your local postal or sorting office, you can find the address and contact details by searching the website of the destination country’s post office (see list of links below). When contacting the postal office you will need to give your parcel tracking number. A delivery card is also sometimes left with details on where your item is being held.
Uncollected items are kept for a short period at the local post office (usually at least a week) before being returned to the UK (a refund or repost will be offered on return).
EU national postal services
Please note some national postal services will use their own tracking numbers and Royal Mail tracking numbers may not work. If you cannot find tracking information please contact your local delivery office.
- European parcel service: https://gls-group.eu
- Bulgaria: www.bgpost.bg
- Croatia: www.posta.hr
- Cyprus: www.mcw.gov.cy
- Czech Republic: www.ceskaposta.cz
- Denmark: www.postdanmark.dk
- Germany: www.deutschepost.de
- Gibraltar: www.post.gi
- Greece: www.elta.gr
- Lichtenstein: www.post.li
- Lithuania: www.post.lt
- Luxembourg: www.post.lu
- Malta: www.maltapost.com
- Monaco: www.lapostemonaco.mc
- Poland: www.poczta-polska.pl
- Portugal: www.ctt.pt
- Romania: www.posta-romana.ro
- Slovakia: www.posta.sk
- Slovenia: www.posta.si
- Sweden: www.posten.se
- Switzerland: www.poste.ch
Information for tracking UK orders.
Reposting and refunds
If you have not received your parcel we are extremely sorry for the inconvenience, and would like to assure you that we will always replace or offer a full refund in cases where this happens. Refunds usually take 1-5 business days to appear back in your bank account.