Delivery FAQs

This depends on the courier you selected:

• DPD – If you’re not in, they will re-attempt delivery the following working day. Please note, you cannot change the delivery address once your order has been dispatched. It is really important when choosing a delivery date and DPD as your courier that you are certain you will be in to receive the delivery.

Any amendments to delivery addresses for DPD deliveries will incur charges for amendments if the parcel has already been dispatched.

If you know you will also be unavailable the next day, please contact the Well by Vertis team directly for this to be resolved.

• Royal Mail – You’ll have more flexibility. If you’re not in, they will usually re-attempt delivery the following working day. While your parcel is in transit, you can make changes to your delivery, such as:
  • Leaving your parcel with a neighbour
  • Redirecting to another local address
  • Collecting from your local Post Office or sorting office
  • Changing your delivery date

• DPD – No, you cannot change the delivery address once your order has been dispatched. Please contact the Well by Vertis team to have the parcel returned to the pharmacy and a new delivery scheduled (charges will apply).

• Royal Mail – You cannot change the main delivery address, but you do have options to divert your parcel locally (e.g., to a neighbour, Post Office, or sorting office). These amendments can only be made while the parcel is in transit.

Please contact the Well by Vertis team directly so we can raise this with the pharmacy. All parcels are securely packaged, so even if the outer packaging is slightly damaged in transit, the product inside should remain unaffected.

We use pharmaceutical-grade ice packs specially designed for the safe delivery of refrigerated medication. Each parcel is also packed in temperature-controlled pouches, which maintain the correct internal temperature. This means that even if the ice pack has melted, your medication will have been kept at the appropriate temperature.

Yes. Here are the differences:

• DPD
  • Delivery requires a PIN code (sent by email and SMS). The parcel cannot be handed over without this code.
  • You will receive tracking updates. However, once dispatched, you cannot redirect or amend your parcel.

It’s important to ensure if you decide to use DPD as your courier that you will be in at the address provided to receive the parcel as DPD are not flexible with there deliveries. If you are not in, they will re-attempt delivery the next working day to the same delivery address..

• Royal Mail Tracked 24
• • You may nominate a safe place for your parcel to be left if you are not in. This information must be provided to your prescriber during your consultation so it can be set up before your delivery is created.

• • In-transit options include:
    • Leaving your parcel with a neighbour
    • Redirecting to another local address
    • Collecting from your local Post Office or sorting office
    • Changing your delivery date

Royal Mail is a great choice for people who work and have busy lives who may not always be in to receive their parcels. There is lots of options before delivery, in transit and failed deliveries in which you can make amendments to how you will receive your parcel.

• DPD – No. The parcel will only be delivered to the address you provided.

• Royal Mail – Yes. You can arrange for delivery to your local Post Office while the parcel is in transit, or, if you miss a delivery, you can request redelivery to your local Post Office for collection.

Your preferred delivery date will be requested during your appointment. If you request a specific delivery date, your prescription will be processed accordingly.

If you do not nominate a delivery date and your appointment is on a Friday, your prescription will be processed on the following Monday, with delivery expected on Tuesday.

All parcels are issued with tracking information; sent to the email address and mobile number you provided. If you have not received this, please contact the Well by Vertis team directly. We will confirm your tracking code so you can trace your parcel.