Packaging & Cold-Chain Integrity
Your order is packed discreetly using appropriate insulated materials. All packaging is sourced within the UK and is designed to maintain the correct temperature range throughout transit. Our materials ensure contents remain between 2°C and 8°C for a minimum of 48 hours.
Please note that couriers do not use refrigerated vehicles. Cold-chain integrity is maintained entirely through our specialist insulated packaging.
Each order is packed by a qualified dispenser, using insulated materials and ice gel packs in strict accordance with cold-chain transportation protocols. Orders are shipped via a tracked delivery service.
Dispatch and Delivery Times
We aim to approve and dispatch your order within one day of prescription approval. Orders are typically dispatched on the same or next working day. Orders are sometimes dispatched on Friday for Saturday delivery, and occasionally on Sunday for Monday delivery.
Therefore, your delivery could be on any day from Monday to Sunday.
Please note that we do not offer a guaranteed next-day delivery service. Some prescriptions may take several days to be approved by the prescriber. If you require urgent dispatch, please email us at sales@slimcareclinic.com and we will try our best to prioritise your order.
Courier Information
We work with trusted third-party couriers such as Royal Mail, DPD and UPS. All orders are sent via a tracked service with delivery notifications. Although orders are always sent by next-day service, occasionally there is a delay which is beyond our control.
If your order has not arrived within 48 hours of dispatch, please contact us and we will investigate this promptly.
Please note that as the medication will be coming directly from the pharmacy in most cases, the senders will be named as Certus Healthcare or Primed Pharmacy, not London Slimming Clinic.
Please note that deliveries to Channel Islands, Northern Ireland, Scottish Highlands, Isle of Wight, Isle of Man & Scottish Islands are typically a 2-day service. This is not guaranteed and delays may occur. London Slimming Clinic cannot accept responsibility for delays caused by courier networks.
Important Delivery Information for All Orders
- All deliveries require a signature, so please ensure someone is available to receive the parcel.
- If your delivery is accepted by another person at your chosen address (e.g., concierge, housekeeper or a member of your household), this will be considered a successful delivery. You will be notified of your delivery status through tracking updates, therefore please inform them of the delivery you are expecting so that it can be stored correctly upon receipt.
- Missed or failed delivery attempts may result in the parcel being returned to the pharmacy.
- Replacements or refunds cannot be issued for missed deliveries or delays caused by the recipient not being available.
If you would like your order shipped on a particular day, then please email us in advance and we will do our best to dispatch it on your requested date.
Deliveries are to the UK only. Due to regulatory and logistical reasons, we do not ship medication outside the UK.
Missed Deliveries & Returned Orders
By UK law, prescription medication, once dispensed, cannot be reused or reshipped. Any returned items must be destroyed by the pharmacy. Therefore, orders cannot be cancelled, refunded, or re-sent once dispatched, even if returned due to failed delivery attempts.
Please ensure someone is available to receive the parcel at your chosen address.
If you would like your order shipped on a particular day then please let us know soon after you have placed your order, and we would be happy to dispatch it accordingly.
If You Have Not Received Your Order
If your order has not arrived within 5 working days, please contact us immediately.
Courier companies will not open investigations for missing parcels more than 7 days after dispatch. If you contact us after this timeframe, we may be unable to investigate or recover the parcel.
All products are shipped via tracked delivery, and you will receive tracking details by email or SMS.
All products are shipped via a tracked service, and you will receive full tracking details by email or SMS once your order has been dispatched. In the unlikely event that your shipment goes missing in transit, you will be offered either a full refund or a replacement at no extra cost (once this has been confirmed by the courier).
However, if the courier attempted delivery and you were not available to receive it, or if an incorrect shipping address was provided, your order may be returned to us. In such cases, you will not be eligible for a refund or replacement as per our terms and conditions. Please ensure that someone is available to receive your order. If you would like your order shipped on a specific day, please let us know in advance and we will do our best to dispatch it accordingly.
If you have not received your order:
All products are shipped via a tracked service, and you will receive full tracking details by email or SMS once your order has been dispatched. In the unlikely event that your shipment goes missing in transit, you will be offered either a full refund or a replacement at no extra cost (once this has been confirmed by the courier).
However, if the courier attempted delivery and you were not available to receive it, or if an incorrect shipping address was provided, your order may be returned to us. In such cases, you will not be eligible for a refund or replacement as per our terms and conditions. Please ensure that someone is available to receive your order. If you would like your order shipped on a specific day, please let us know in advance and we will do our best to dispatch it accordingly.
If you have not received your order within 5 working days of placing it, please contact us immediately. Courier companies will not open investigations into missing or undelivered parcels more than 7 days after dispatch. If you contact us after this 7-day window, we may not be able to investigate further.
We have a limited time frame to investigate missing items. If you do not contact us within this period, neither we nor the courier may be able to conduct an investigation. Therefore, please contact us no later than 10 days after placing your order if you have not received it.
Product Integrity Concerns (Cold-Chain Delay)
If delivery is significantly delayed due to a courier issue and cold-chain integrity may be compromised:
- The medication must be returned to us unopened and unused.
- It will be destroyed by the pharmacy and recorded.
- A replacement or refund will then be issued.
You may return it via tracked delivery, or we can arrange a collection or send you a return label.
Do NOT discard the medication yourself.
We cannot issue a replacement or refund unless the product is returned to us.
Please note:
Refunds or replacements cannot be issued if the delay was caused by unsuccessful delivery attempts where no one was available to receive the parcel.
If Your Order Shows as Delivered but You Have Not Received It
If the tracking shows “Delivered” and you have not received your parcel:
- Contact us on the same day.
- We will raise an investigation with the courier, who occasionally sends the delivery driver back. Investigations usually take up to 6 working days to complete.
- You may be asked to complete and sign a claim form to conclude the investigation.
We cannot issue a refund or replacement until the courier concludes their investigation.
To avoid interruption in treatment, we advise placing a new order while the investigation is ongoing.