Delivery

SwiftMedi Delivery Policy

Effective Date: July 2025
Last Updated: July 2025

Approval and Dispatch
Every order must be approved by a registered independent prescriber to ensure the safety and suitability of the medication for each individual. This review process supports safe prescribing and appropriate supply.

Orders are reviewed following clinical assessment and before dispatch. Approval timing may vary depending on clinical requirements, availability of information, and operational factors.

We aim to complete clinical review, prescription authorisation (where applicable), dispensing, and dispatch within 48 hours of order confirmation. This timeframe is calculated in business days.
While many orders are completed within 24 hours, this may not always be possible due to stock availability or the need to contact patients for further information.

Dispatched Orders
Once your order has been dispatched, you will receive an email containing tracking information so you can monitor delivery progress.

We offer the following delivery options:

Royal Mail – Tracked 48*
Royal Mail – Tracked 24*
Royal Mail – Special Delivery Guaranteed by 1pm
For deliveries to Northern Ireland, Jersey, non-UK mainland locations, and Northern Scotland, postal services will be carried out by Royal Mail.

*Royal Mail Tracked services are not guaranteed delivery services. Royal Mail aims to deliver Tracked 48 items within 2–3 working days and Tracked 24 items within 1–2 working days; however, delays may occur due to location, weather conditions, or seasonal pressures.

For refrigerated or time-sensitive medication, we strongly recommend selecting Royal Mail Special Delivery Guaranteed by 1pm to help reduce the risk of delays.

In exceptional circumstances, we may use an alternative courier service to help ensure timely delivery. Any such change will not affect your statutory rights.

Delivery Delays
Delivery delays may occur due to circumstances outside our reasonable control, including adverse weather, courier or postal service disruption, peak trading periods, weekends, bank holidays, or public holidays.

Where material delays occur, we will make reasonable efforts to keep you informed by email or telephone in line with our Terms & Conditions.

Failed Delivery Policy
We aim to provide a seamless delivery experience. However, if a delivery fails due to incorrect address details provided by you, failure to collect the parcel, or absence at the delivery address, the following applies:

Notification of Failed Delivery
If a delivery attempt is unsuccessful, the courier may attempt redelivery in accordance with their procedures. Please contact us promptly if you require assistance.

Re-Delivery Fee
Where a delivery fails due to incorrect information provided by you, failure to collect the parcel, or absence at the delivery address, and the item is returned to SwiftMedi by the courier, we may charge a re-delivery fee of £10 to cover reasonable handling and re-dispatch costs.

This re-delivery fee applies only where the original item is safely returned to us and is suitable for re-dispatch.

No re-delivery fee will be charged where the failed delivery is due to courier error or circumstances outside your control.

Accurate Delivery Information
To minimise delivery issues, please ensure your address and contact details are accurate at checkout. Changes must be requested before dispatch, in line with our Terms & Conditions.

Lost or Missing Parcels
SwiftMedi remains responsible for parcels until delivery has taken place, in accordance with consumer law.

If a parcel is lost or missing prior to confirmed delivery, please contact us promptly so we can investigate with the courier. Customers are not required to pursue claims directly with the courier.

Where a parcel is confirmed as lost before delivery and the failure is due to courier error, we will offer either a replacement or a full refund in line with your statutory rights.

Parcels Delivered to a Customer-Authorised Safe Place
If you choose to nominate a safe place, you authorise the courier to leave the parcel at the specified location without a signature.

Where a parcel is delivered to a safe place expressly authorised by you, delivery to that location will be treated as successful delivery for the purposes of our Terms & Conditions.

Where a parcel delivered to a customer-authorised safe place subsequently goes missing, SwiftMedi will not be obliged to offer a replacement or refund. This does not affect your statutory rights.

If a parcel is left in a safe place without your authorisation, we will investigate the matter with the courier and take appropriate steps to resolve the issue.

Refrigerated and Time-Sensitive Medication
For refrigerated or temperature-sensitive items, selecting an appropriate delivery service is essential.

If a failed delivery results in the item not being returned to SwiftMedi, or where the integrity of the medication cannot be assured (including temperature-sensitive items), re-delivery will not be possible and any replacement would constitute a new supply.

Where the failed delivery is due to incorrect information provided by you, failure to collect the parcel, or absence at the delivery address, we will not be obliged to issue a refund and any replacement supply may be subject to additional charges.

Where the failed delivery is due to courier error or circumstances outside your control, we will investigate the matter with the courier and, where appropriate, offer a replacement or refund in line with your statutory rights.

Customer Responsibility
It is your responsibility to provide accurate delivery details and to ensure that someone is available to receive the parcel or that a secure safe place is nominated.

Responsibility for goods passes to you upon delivery, in accordance with our Terms & Conditions.

Assistance
If you experience any delivery-related issues or have concerns about your order, please contact us at [email protected], and we will assist you in accordance with our complaints and delivery procedures.