Delivery Info

Our UK orders are sent via DPD Local and will require signature on delivery, occasionally alternative providers may be used.

Special timed deliveries are not available in Scotland or Northern Ireland.

Occasionally there may be a delay from our delivery partner. We do not take responsibility for this and we can not issue a refund on your delivery. – We do not take responsibility for any issues with DPD.

Any orders left outside an address or stolen from an address will have an investigation raised with DPD. Unfortunately we do not replace or refund any of these orders unless a success investigation is the outcome. – We do try our best to ensure your parcel gets to you next day, occasionally there may be a reason for a delay, especially during busy times of the year.

If any order is sent back to us due to missing delivery an additional delivery fee will be applied for resending of the order back to you. – PLEASE NOTE, DUE TO THE NATURE OF OUR PRODUCTS DPD ARE UNABLE TO LEAVE YOUR ORDER IN A SAFE PLACE OR WITH A NEIGHBOUR.

SmilePharma is not responsible for any loss of income due to non-delivery or late deliveries.

If your driver attempts delivery and you are not available to accept the parcel, your order will be delivered to us, an additional delivery fee will be applied for resending of the order to you.

Receipt of Orders:
This delivery option is only available for SmilePharma compatible parcels where the customer’s mobile number and email address has been provided to supply a delivery change notification from DPD.

Customers are responsible for checking and confirming the right delivery address for every order placed with SmilePharma LTD

Cold chain products:
Cold chain products such as toxins or any fridge lines will need to be signed for. – PLEASE NOTE, DUE TO THE NATURE OF OUR PRODUCTS DPD ARE UNABLE TO LEAVE YOUR ORDER IN A SAFE PLACE OR WITH A NEIGHBOUR. Customers must be in to receive your order to maintain the integrity of the cold chain parcel. (SmilePharma will not be held liable for orders not signed for and if the integrity of the cold chain is broken if the parcel is sent back to us)

UK Deliveries:
All orders placed before 3.30 pm Monday to Thursday will be sent with our standard Next Day delivery service with DPD, excluding on Sundays or Bank Holidays.

Orders placed between 3.30 pm Thursday and 3.30 pm Friday will be dispatched on our Next Day Saturday Delivery service only. This service will be the only option available at checkout. This is to ensure that our pharmacy teams can manage processing orders efficiently and to take into account for any refrigerated lines that require temperature control until received by the customer. Our standard Next Day delivery service can be made via our SmilePharma Customer Service team to process on Monday for Tuesday delivery upon request.

Next Day by 10:30 am or 12 pm services are available as upgrades for an additional fee.
Next Day by 10:30 am or 12 pm services are subject to location.

If you change the delivery address on the DPD app on the day the parcel is due to be delivered, we are unable to guarantee that your parcel will arrive that day.

Periods of hot weather
Patient safety is our priority.
During hot weather we take extra precautions to make sure temperature-controlled medicines are stored and transported safely, according to MHRA regulatory requirements. This means we need to remove certain delivery options or transport regulated medicines at different times. Your order may take a little longer than usual to arrive and some delivery options (e.g nominated day) will be unavailable.

To ensure you receive the products you need on time for any patient appointments, we advise you to order in advance of hot weather.

We will dispatch non-temperature-controlled products as normal and temperature-controlled medicines as soon as we can do so safely. For mixed orders you will receive separate deliveries. Our delivery partners will continue to share tracking information with you via email (selected couriers will also update via SMS if you have provided your mobile number during checkout).

(Cold Chain):
For any failed delivery of orders containing cold chain items, a redelivery or collection must be arranged within 72 hours from dispatch, whilst the items are still within the refrigeration temperature range so as not to break the cold chain.

We at SmilePharma Ltd will not be held liable for any cold chain orders that have not been signed for outside of this timescale and will not issue any refund or replacement of stock that is received outside of this window. Customers must consider this when placing an order in advance of a weekend or a Bank Holiday we also advise you to order in advance of the hot weather also.