Delivery prices and times
| Destination | Service | Usual time | Price |
|---|---|---|---|
| United Kingdom | Royal Mail Tracked 24 | Next working day aim | Free |
| Ireland, France, Germany, Spain, Netherlands, Belgium, Austria, Sweden, Luxembourg | Royal Mail International Tracked | 3 to 4 working days | £9.95 · free over £150.00 |
| Rest of the EU | Royal Mail International Tracked | 3 to 5 working days | £9.95 · free over £150.00 |
| United States, Canada | Royal Mail International Tracked | 5 to 7 working days | £12.95 · free over £200.00 |
Times are counted from dispatch and are Royal Mail's delivery aims, not guarantees. Prices show in your currency once you choose a region at the top of the page.
Dispatch cut-off
Orders paid before 3 pm UK time, Monday to Friday, leave the same day. Anything later leaves on the next working day. Bank holidays count as weekends. Every product page and the basket show the date your order should arrive, worked out from the cut-off.
Customs and import charges
| Where | What you pay on arrival | Why |
|---|---|---|
| UK | Nothing | Domestic delivery |
| EU | Nothing on orders under €150 | Import VAT is collected at checkout under the EU's IOSS scheme |
| US and Canada | Possibly duties, taxes and a carrier fee | Set by the destination country and paid by the recipient |
Packaging
Each vial ships sealed, in a padded sleeve, inside a plain mailer with no branding or product names on the outside. The certificate for each lot is in your order email and in the lot register, so no paperwork is needed in the parcel.
Damaged, wrong or missing items
If a vial arrives damaged, or you receive the wrong item, tell us within 14 days of delivery with a photo and your order number. We send a replacement at no cost and you keep or dispose of the original.
If a UK parcel has not arrived 5 working days after dispatch, or an international parcel 15 working days after dispatch, we chase it with Royal Mail and send a replacement.
Returns
Unopened vials with the seal intact can be returned within 14 days of delivery for a refund of the item price. Please contact us before sending anything back. Opened vials cannot be returned unless they arrived damaged or were the wrong item, because we cannot confirm how they were stored.
Common questions
When will my order leave?
Orders paid before 3 pm UK time, Monday to Friday, leave the same day. Later orders, and weekend orders, leave on the next working day. The dispatch timer at the top of every page counts down to the cut-off.
Is UK delivery really free?
Yes. Every UK order goes by Royal Mail Tracked 24 at no charge, whatever the order value. There is no minimum spend.
Is next-day delivery guaranteed?
Tracked 24 aims to deliver on the next working day. Royal Mail does not guarantee it, and some postcodes take longer, including parts of the Scottish Highlands and islands, Northern Ireland, the Isle of Man and the Channel Islands.
Will I pay anything on delivery in the EU?
No, if the order is under €150. EU import VAT is collected at checkout, so the parcel is released without a charge and without a handling fee.
Will I pay anything on delivery in the US or Canada?
You may. Import duties, taxes and carrier fees in the US and Canada are set by the destination country and are paid by the recipient. They are not included in our prices.
What packaging do you use?
Each vial goes in a padded sleeve inside a plain, unbranded mailer. The outside of the parcel does not name the contents or the product.
My tracking has not moved. What should I do?
Tracking can pause for a day or two, especially abroad. If a UK parcel has not arrived 5 working days after dispatch, or an international parcel 15 working days after dispatch, contact us with your order number and we will chase it or send a replacement.
A vial arrived damaged. What now?
Send us a photo within 14 days of delivery and we will send a replacement from the same or a newer lot, at no cost. You do not need to return the damaged vial.
Can I return an unopened order?
Yes. Unopened vials with the seal intact can be returned within 14 days of delivery for a refund of the item price. Contact us first so we can match the return to your order. Opened vials cannot be resold, so they cannot be returned unless they were damaged or wrong.