Delivery, Collection and Returns
Coronavirus service update
Due to the coronavirus pandemic, we've made some changes to how we deliver your medication. This is to make sure we provide you with the safest and fastest service possible.
We have introduced contactless delivery to keep you safe. Contactless delivery does not require you to sign for your parcel, but it does need someone to be home to authorise our courier to sign on your behalf. This is to avoid unnecessary contact and to make sure that your parcel is safely delivered to the correct recipient. If no one is home, your parcel can not be delivered.
Alpha XR Online Doctor makes getting the healthcare you need simple. We can deliver your order to a convenient address for you, or you can collect it from any Alpha XR pharmacy in the UK.
You, or someone you nominate, will need to sign for delivery.
If your order is approved before 4pm Monday to Friday, our delivery options work as follows:
Free standard delivery We aim to deliver a standard delivery order within 48 hours (Monday to Saturday). For some areas of the UK, standard delivery can take 72 hours.
Next-day delivery (£3.99) Your order will be delivered the next day (Monday to Saturday).
If your order is approved after 4pm, it will be processed the following day. For example:
If you’re ordering themorning after pill or cystitis treatment that you need to use straight away, we will always send this next-day express delivery (charges apply). If you’re ordering these medications to be used in the future, you can select standard delivery.
We can deliver to all UK addresses except forwarding companies, PO boxes or ‘virtual address’ services, like Parcel Motel and Parcel Wizard.
For all delivery options we use plain packaging. Nothing on the outside of the packaging will show what’s inside. Only a return address will appear on the packaging to allow the order to be returned if necessary.
If Royal Mail is unable to deliver your order, it will be taken to your local delivery office. After 18 days, the item will be returned to our central pharmacy where we will contact you to rearrange delivery.
If we do not receive a reply within 1 month of the order being returned to the central pharmacy, it will be disposed of safely and you will not be able to get a refund.
For certain medications, you may be asked to re-complete the medical assessment, or provide further medical information, if the medication is being re-delivered to you more than a week after the initial order. This is to make sure that the medication is still clinically appropriate for you.
You can collect your order from any Alpha XR store with a pharmacy across the UK.
Same-day/next-day collect from a Alpha XR store with a pharmacy (free). Your order can be ready to collect as quickly as 4 hours after approval. If your order is approved after 4pm, you can collect it the following day, after 11am. Pharmacies are open Monday to Saturday.
What if I do not collect my order as planned?
If your order was sent to a:
For certain medications, you may be required to re-complete a medical assessment or provide further medical information if collecting more than a week after the initial order. This is to ensure that the medication is still clinically appropriate for you.
Can someone else collect my order for me?
For all pharmacy collect orders, someone can pick up your order on your behalf. They may be asked to give your name, date of birth and your patient ID number.
Tracking your order
If your order is approved by a doctor, we’ll update you throughout the order process. You’ll receive the following:
You can also check the status of your order in your account.
If your order is not approved by a doctor, you will also receive an email to let you know.
If you have any questions about your order at any stage of the process, please do not hesitate to get in touch with us.
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