This policy is applicable to all orders placed with the UKWeightloss company:
General Information
We will organise distribution & shipping from our UK based partner pharmacies to the client's home address or any suitable U.K address chosen by clients.
Will all client ensure to provide a corrects shipping address at the point of checkout, or that the shipping address on your invoice is correct. The shipping address submitted at checkout is what will automatically go to the courier for delivery. If the address needs amending after an order is placed, please let us know as soon as possible to avoid any delivery error. If the item is delivered to an incorrect address and this was the address processed at checkout when you place the order we will not take responsibility for this error.
Note: we are unable to retrieve or replace your item in this case, however, we can enquire if courier service can retrieve the item but this will be at a cost to you or arranged by you.
Items are dispatched with Royal Mail special delivery to ensure a speedy delivery. Once dispatched, your item usually arrives next day but we cannot guarantee the next day delivery due to anticipated delays, please do allow 48hours in this case.
All medical items being delivered to you will have tracking numbers and your package will require someone to be available to accept the delivery. Your item need to be signed for and cannot be left on your doorstep or in a safe place without any human contacts.
If you are unable to accept your delivery, please redirect your parcel to a neighbour, or local post office for collection. The tracking details are sent to you the day before delivery via email - please ensure you check your email including junk mails. If shipped via DPD or Royal Mail they will also confirm the delivery address, so please check this is correct. If there are any inaccuracies, please contact us immediately.
Your order confirmation and tracking emails will provide you with the shipping details and estimated delivery date of your order (usually next day).
Once your item has been dispatched, we are unable to change the schedule of your delivery - only the customer can do so via their tracking link or redirect to a local post office. You will have the option to request your package to be delivered to a collection point (usually a shop) or to the sorting office. Please note that should there be any discrepancies with your delivery after you have requested the delivery to be changed, we are unable to assist in collection or de-delivery or location of your item as we have shipped to the address provided & courier services will not intervene. If there are any discrepancies with your delivery after you have changed its delivery schedule, please contact us in writing and we can use our discretion to assist you further.
Deliver Costs: UK - £5 for Special Delivery via DPD or Royal Mail.
Ireland - £10 via Royal Mail
Delivery turnaround- Time Scale
We aim for next working day delivery within the UK where possible. This is dependent on the time your form was completed, reviews, payment time, pharmacy dispense time and medication availability. None of our pharmacy partners post on Saturday’s or Sunday’s, so we are unable to dispatch on Saturday or Sunday,
Your product can arrive between Tuesday & Saturday, depending on your selected delivery days and time/day of order. Our next working day delivery cut off is 12 pm once all checks & payment has been made.
There are certain areas & postcodes where delivery may take longer than 24hours and can take up to 2-3days for Northern Ireland or Jersey delivery- please bear with us.
(Please note that due to the unpredictable shortage of these medications, it may take longer than usual to send your item- we will inform you of the shortages if there is any and put your order on “BACKORDER”. The backorder may take 7-10working days between checkout and delivery but some items may be longer than 15 days.
Delivery clarifications:
If you have any delivery enquiries, clarifications or issues, please raise this with us in writing as soon as possible or contact us via 07405503752. The couriers we use operate a strict time frame for logging issues with delivery, whilst the pharmacies have a strict time frame for replacing any items. If we are not made aware of any issues with delivery within 2-3 days of your shipment date, we cannot guarantee resolving the delivery issue.
Any enquiries with your order or delivery please call or message us on 07405503752.
Alternatively you can send us an email via- info@ukweightloss.co.uk
Delayed Delivery
There may be sometimes when there are inevitable issues that may cause a delay with your delivery. We will do our best to assist and reduce further delay; however there is a process when dealing with delays. We have to liaise with your courier and which may not result to an instant answer. However, we will try our best to get back to you as soon as possible.
Delivery attempted: The courier will attempt to deliver to your delivery address, if there is no response, the will either return your order to the nearest sorting office for collection / redelivery the following day.
If the courier driver or post man is unable to deliver your order the Post office will deliver to the nearest sorting office for collection, or DPD will return your order back to the Pharmacy. If your order is returned to the pharmacy, the medication will not be changed and will cost you an additional £10 to redeliver your order.
Address incorrect / incomplete: Please ensure your delivery address is complete and correct on your billing address. The address in that email is the address that is recorded with our couriers. We can amend this prior to shipment but once it’s shipped, we cannot guarantee a change in time to enable the scheduled delivery - this may cause a delay to your item arriving.
Other issues: There may be times when other issues occur, such as sickness, vehicle breakdowns, or unidentified issue at the depot. We will log a formal complaint with the relevant courier and seek a swift resolution from them.
Damage in Transit
If any of your items are damaged in transit, please contact us immediately via email and we will investigate further for you and seek resolution as soon as possible within 24hours to 5 working days.
My item has not been delivered or has gone missing during delivery...
If any of your items have gone missing during transit or if your item is misplaced by the courier during delivery, we can start an investigation with DPD and submit an insurance claim to replace your package. This is a process that we have to follow and can take a little time, so we do ask for patience with us, the courier and the insurers.
We will do our best to assist, reduce delay and find a resolution - we will ensure you are not out of pocket or medication due to a missing package.
We require ANY item delayed or lost during transit / delivery to be reported within 1-3 working days in WRITING - the insurers only accept claims within 7 days’ time frame AND they may also require proof from the client in writing. After 7 working days the insurers or courier will not guarantee any compensation and we will therefore be unable to compensate you for your order (e.g. DPD will not investigate after 7 days, meaning the insurance cannot be submitted without the courier investigation taking place).
Depending on the type of evidence required by the insurers, your claim may take between two working days or up to fourteen working days. If they require, for example, a police report due to your item being stolen from your doorstep after delivery, this will need to be submitted by you as the "victim" of the crime and then sent to the insurance company.
Once compensation has been authorised and payment has been made, we can then place a replacement order with our partner pharmacy and shipped for you - our partner pharmacy, like any retailer or seller of a product, will not send out a new product without payment first based - unfortunately there cannot be an acceptance that the item has gone missing in "good faith" - the appropriate process and payment must be completed BEFORE a new item can be purchased and shipped to any client.
