Delivery Policy

1. Packaging & Cold Chain Compliance

All products are packed carefully and securely. Where applicable, cold chain packaging is used to maintain the integrity of temperature-sensitive items.

2. Dispatch & Delivery Timelines

• Orders are typically dispatched within 24–48 working hours, provided products are in stock and clinical sign-off is complete.

• Orders received before midnight are eligible for next working day dispatch. Orders received after midnightwill be processed the next working day.

• Saturday delivery (UK mainland only) is available for orders placed by 8pm Thursday. Orders placed after this time will be delivered the following Tuesday.

• No dispatches are made on Saturdays, Sundays, or Bank Holidays.

3. Clinical Delays

Prescription medications are subject to clinical checks and approval. Delays may occur if:

• Your video consultation is not completed

• Your health form is incomplete or missing

• You've ordered an incorrect dose

• You order too early; products will be dispatched based on your previous order date and clinician approval

       We strictly dispense one product per month, based on your previous dispatch date.

4. Address Management & Delivery Responsibility

• Address changes must be submitted by email to info@theskinnyjab.co.uk at least 48 hours before dispatch.

• If you fail to update your address on time, and your parcel is sent to an old or incorrect address, you are responsible for retrieving it.

• No replacements or refunds will be issued in such cases.

5. Delivery Services

• UK Mainland: Delivered via DPD. Safe place/neighbour delivery requests must be made via the DPD tracking link.

• Northern Ireland, Northern Scotland, Channel Islands, Isle of Man & Europe: Sent via DPD or Ryan Mail. Dispatched only on Mondays and Tuesdays, no Saturday deliveries.

• Jersey, Guernsey, Isle of Man: Sent Tracked & Signed For via Royal Mail.

• International Orders: Sent via Royal Mail with required paperwork and prescription. Tracking ends once the parcel leaves the UK.

6. International Deliveries

• No refunds or replacements will be issued for international parcels that are lost, delayed, or stopped at customs.

• We do not pay customs charges.

• International and non-mainland UK customers are not eligible for discounted pricing due to additional costs.

7. Payment & Dispatch Conditions

• Full payment must be received before dispatch.

• Orders are dispatched only after medical checks and clinician approval.

8. Returned, Missed, or Lost Parcels

• If your parcel is returned to us due to failed delivery or incorrect address, we can resend it for a £150 administration charge (medications cannot be reused).

• If your parcel is not returned to us, no replacement or refund will be issued.

• If your parcel is lost by the courier, you must contact the courier directly. We do not accept liability once your order has been dispatched.

• If your parcel is refused or returned to sender, no refund or replacement will be issued.

• If your parcel is delivered to a nearby but incorrect address, you are responsible for retrieving it. Claims for this situation will not be accepted by us or the courier.

9. Important Restrictions

We do not deliver to:

• Parcel lockers

• Post offices

• Collection point shops

• PO Boxes

Deliveries are accepted to:

• Residential addresses

• Hotels

• Business addresses

10. Missed Deliveries

• You are responsible for ensuring availability to receive your parcel.

• No refunds will be issued for missed deliveries or failure to collect.

11. Refund Restrictions

As per UK law and our Refund Policy, prescription medication is non-refundable once dispensed and dispatched, under all circumstances.