Delivery, Tracking and Support: Finding the Right Information

Clear delivery and support information helps customers find answers quickly and makes it easier for a support team to investigate a query accurately. This guide points you to the right website resources at each stage.

Review delivery guidance first

Before placing an order or raising a delivery question, review the published Delivery Information and Shipping Policy. These pages explain the current website process and any published guidance about addresses, dispatch and delivery estimates.

Keep your order information to hand

If you need an update on an existing order, use the Track an Order page where applicable. When contacting support, include the order reference, the email address used at checkout and a short description of the issue. Do not send unnecessary sensitive information by email.

Use the correct policy for returns questions

For questions about damaged, incorrect or eligible return items, consult the Refunds & Returns page before you contact the team. The policy is the best place to understand the published process and the information likely to be needed for a review.

Contact support for a specific issue

The Contact page contains the available support channels. For common website questions, the FAQ is often the quickest starting point. Support can help with account, order, payment and delivery enquiries, but it cannot provide medical advice or individual treatment guidance.

Check the information on the site

Policies and delivery guidance may be updated over time. Refer to the current version of the relevant page before relying on an earlier message, screenshot or third-party summary.