Delivery

SwiftMedi Delivery Policy & Delivery Terms

Effective Date: July 2025
Last Updated: July 2025

IMPORTANT INFORMATION ABOUT YOUR ORDER AND DELIVERY – PLEASE READ

By placing an order with SwiftMedi, you acknowledge and accept this Delivery Policy and Delivery Terms.

All SwiftMedi processing times and Royal Mail delivery times are provided as guidance only and are not guaranteed.
Royal Mail Tracked 48 is our standard delivery service. Royal Mail Tracked services are not guaranteed delivery services and delays may occasionally occur due to circumstances outside of our control.

For weight loss medications and other temperature-sensitive medicines, we strongly recommend selecting Royal Mail Special Delivery Guaranteed by 1pm at checkout. Whilst Royal Mail Tracked 24 remains available, it is not a guaranteed delivery service and customers selecting this option acknowledge and accept the risk of delays outside SwiftMedi’s control.

Delivery delays caused by weather conditions, operational disruption, transport issues, peak periods, public holidays, bank holidays or any other event beyond SwiftMedi’s reasonable control shall not constitute a breach of contract.

1. Approval, Processing and Dispatch

All medicines supplied by SwiftMedi must be reviewed and approved by a registered independent prescriber before dispatch.

Orders are reviewed following clinical assessment and may require additional information before approval can be granted.

Whilst many orders are approved, dispensed and dispatched within 24 hours, SwiftMedi aims to complete clinical review, prescription authorisation (where applicable), dispensing and dispatch within 48 business hours of order confirmation.

Processing and dispatch times are estimates only and are not guaranteed.

2. Delivery Services

SwiftMedi uses Royal Mail and other approved delivery partners to fulfil customer orders.

SwiftMedi currently offers Royal Mail Tracked 48, Royal Mail Tracked 24 and Royal Mail Special Delivery Guaranteed by 1pm delivery services.

Royal Mail Tracked 48 is SwiftMedi’s standard delivery service.

Royal Mail Tracked services are not guaranteed delivery services.

For temperature-sensitive medicines, Royal Mail Special Delivery Guaranteed by 1pm is strongly recommended as it provides the highest level of delivery assurance and may reduce the risk of delays affecting medication storage conditions during transit.

3. Customer Responsibilities

Customers are responsible for:

• Providing accurate and complete delivery information;
• Providing accurate and up-to-date contact information;
• Ensuring delivery can be received within the relevant delivery period;
• Monitoring tracking information where available;
• Managing Royal Mail delivery preferences where necessary;
• Promptly reporting any delivery concerns.

Royal Mail delivery options may allow customers to:

• Rearrange delivery;
• Leave the parcel with a neighbour;
• Nominate a safe place;
• Redirect delivery to a local Post Office® branch;
• Manage delivery preferences through the Royal Mail app.

SwiftMedi is not responsible for any loss, delay or damage resulting from delivery instructions provided directly to Royal Mail.

By placing an order, you acknowledge and accept these delivery responsibilities.

4. Temperature-Sensitive Medicines

Certain medicines supplied by SwiftMedi require storage and handling within specified temperature ranges.

All temperature-sensitive medications are dispatched using validated cool packaging, including insulated materials and cooling elements designed to maintain appropriate storage conditions during transit for up to 72 hours under normal UK delivery conditions.

Our temperature-controlled packaging solution has been validated under a range of UK environmental conditions, including elevated summer temperatures and periods of extreme heat, to support maintenance of appropriate storage conditions during transit.

By placing an order, you acknowledge and accept responsibility for ensuring that delivery can be received within this 72-hour period.

Where delivery is attempted within this timeframe and you are unavailable to accept the parcel, refuse delivery, fail to collect the parcel, redirect delivery, or Royal Mail is otherwise unsuccessful in completing delivery, the parcel may be returned to a Royal Mail depot for collection.

In such circumstances, SwiftMedi does not accept liability for the condition, quality, safety, integrity, efficacy or suitability of the medication and refunds, replacements or reshipments will not ordinarily be provided.

Where delivery is unsuccessful, refused, delayed through customer action or omission, uncollected, redirected, or otherwise prevented from reaching the customer within the intended delivery period, SwiftMedi may be unable to guarantee the quality, safety, integrity, efficacy or suitability of the medicine.

5. Delayed Deliveries

If a delay in delivery causes you to miss a planned dose of medication, SwiftMedi shall not be liable for any resulting missed dose. We encourage you to contact our SwiftMedi clinical team to discuss appropriate next steps following a missed dose or seek advice from an appropriately trained healthcare professional.

SwiftMedi will not ordinarily provide replacement medication free of charge until at least 7 days after dispatch.

If a delivery delay is likely to affect your treatment schedule, you may wish to reorder medication earlier than planned. Any request for early prescribing remains subject to clinical review and approval by a SwiftMedi prescriber.

6. Safe Place Deliveries

By nominating a safe place, you authorise Royal Mail to leave the parcel unattended at the specified location without obtaining a signature.

Delivery to a customer-authorised safe place shall constitute successful delivery.

Risk in the parcel transfers to the customer upon confirmed delivery to a customer-authorised safe place.

Customers are solely responsible for ensuring any nominated safe place is secure, suitable and accessible.

SwiftMedi shall not ordinarily be liable for loss, theft, damage, deterioration, misplacement or non-receipt occurring after confirmed delivery to a customer-authorised safe place.

Very occasionally, under Royal Mail’s terms, a courier may exercise discretion to leave a parcel in a safe place even where no safe place instruction has been provided. In such circumstances, SwiftMedi will not ordinarily provide a replacement or refund.

7. Alternative Safe Locations

Where safe-place delivery has been authorised and Royal Mail determines that the nominated location is unsuitable at the time of delivery, Royal Mail may utilise an alternative secure location on or adjacent to the delivery property.

Delivery to such alternative secure location shall constitute successful delivery.

8. Neighbour Deliveries, Alternative Recipients and Communal Delivery Points

Where you authorise delivery to a neighbour, family member, concierge, reception desk, building management office, communal mailroom, alternative recipient, collection point or similar location, delivery shall be deemed successfully completed when Royal Mail confirms delivery.

Risk in the parcel transfers upon such delivery.

SwiftMedi shall not ordinarily be liable for any subsequent loss, theft, damage, deterioration, misplacement or non-receipt.

For deliveries to apartment buildings, managed developments, student accommodation, business premises, concierge-operated buildings, reception desks, communal mailrooms or similar locations, delivery shall be deemed completed where Royal Mail confirms delivery to the designated delivery point serving that property.

Customers remain responsible for retrieving parcels from communal delivery locations.

9. Delivery Evidence

SwiftMedi may rely upon evidence supplied by Royal Mail to determine whether delivery has occurred and to assess delivery disputes.

Such evidence may include:

• Tracking records;
• Delivery scans;
• GPS coordinates;
• Delivery photographs;
• Safe-place confirmations;
• Neighbour confirmations;
• Reception, concierge or mailroom confirmations;
• Collection point confirmations;
• Any other delivery records maintained by Royal Mail.

Where Royal Mail confirms delivery through one or more of the above methods, SwiftMedi may treat delivery as completed.

10. Lost, Damaged or Missing Parcels

All reports of lost, stolen, damaged, missing or mis-delivered parcels will be investigated.

Where a parcel is reported lost prior to delivery, SwiftMedi may investigate the matter with Royal Mail before determining the most appropriate resolution.

SwiftMedi reserves the right to await the outcome of any courier investigation before determining whether replacement, refund, compensation, credit or any alternative remedy will be offered.

Customers may be required to provide reasonable information and cooperation during any investigation.

Where Royal Mail has provided proof of delivery, SwiftMedi shall retain sole discretion regarding whether to resend, refund or otherwise compensate an order.

Any replacement, refund or alternative resolution will be considered on a case-by-case basis following investigation.

11. Frozen Pens and Medication Condition

All temperature-sensitive medications are dispatched using validated cool packaging designed to maintain appropriate storage conditions during transit.

Cooling elements naturally warm or cool during transit depending upon external temperatures. Pens may feel cool or slightly chilled upon arrival and this does not indicate freezing.

Because SwiftMedi’s packaging is specifically designed to prevent freezing during normal UK delivery conditions, SwiftMedi cannot accept liability for medications claimed to have frozen following dispatch, particularly where storage conditions after delivery cannot be independently verified.

If you have concerns regarding the condition of your medication upon arrival, please contact SwiftMedi promptly and we will review the matter.

12. Failed Delivery and Re-Delivery Charges

Where delivery fails due to incorrect information supplied by the customer, failure to collect the parcel, refusal of delivery, absence at the delivery address, or any other customer-related reason, and the parcel is returned to SwiftMedi, a re-delivery charge of £10 may be applied to cover handling and re-dispatch costs.

13. Cancellation Following Dispatch

Orders for medicines may be cancelled before dispatch.

Once medicines have been dispensed and dispatched, cancellation, return, exchange or refund will not ordinarily be available except where required by law or where SwiftMedi determines otherwise in its sole discretion.

14. General Provisions

Nothing within this Delivery Policy excludes or limits any statutory rights that cannot legally be excluded.

SwiftMedi reserves the right to assess each delivery dispute individually and determine the most appropriate outcome having regard to:

• Delivery evidence;
• Courier investigation findings;
• Medication integrity considerations;
• Patient safety considerations;
• Fraud prevention considerations; and
• The specific facts and circumstances of the case.

Contact Us

If you experience any delivery-related issues or have concerns regarding your order, please contact us:

Email: [email protected]
Telephone: 0333 3399 821

We will assist you in accordance with our complaints handling and delivery procedures.