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 takes between 2-5 days from when the item is picked up from our pharmacy.
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 test “has been dispatched” and is sent from the email address “Doctor Fox <email@example.com>”. 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 the Royal Mail tracking service: www.royalmail.com/track-your-item
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).
EU post office websites
- 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.