Delivery

We post everything from the pharmacy in Hightown, in packaging that gives nothing away. Order before 3pm on a working day and it usually goes out the same day.

When your order goes out

Pharmacy and prescription medicines: check your messages
For pharmacy and prescription medicines, 99.9% are reviewed the same day. But if we need more information, the review waits until you reply, check your emails and order for any messages.
Before 3pm, Monday to Friday
Same day
After 3pm, Monday to Friday
Next working day
Saturday or Sunday
Next working day
Bank holiday
Next working day

We aim to dispatch the same working day and almost always do. Our terms allow up to 3 working days for the very rare occasion when we cannot.

Delivery options

Royal Mail Tracked 48

£2.95Free on orders over £20

Typical time
2 to 3 working days after dispatch
Guaranteed
No
Signature
Not normally required. Safeplace options depend on the service and any restrictions on the item.

Royal Mail Tracked 24

£3.95Free on orders over £30

Typical time
Next working day aim after dispatch
Guaranteed
No
Signature
Not normally required. Safeplace options depend on the service and any restrictions on the item.

Special Delivery by 1pm

£7.95

Typical time
Next working day before 1pm after dispatch
Guaranteed
Yes, subject to Royal Mail terms and postcode exceptions
Signature
Required. Someone needs to be in.

Tracked 24 and Tracked 48 are delivery aims, not guarantees, and delays can occur. Special Delivery has a next-working-day guarantee subject to Royal Mail terms and postcode exceptions. Dispatch time and delivery time are separate.

What discreet actually means

Plenty of pharmacies say discreet packaging without saying what they mean by it, so here it is.

  • Plain outer packaging with no pharmacy name, logo or branding
  • Nothing on the outside that says what is inside or what it treats
  • No mention of the condition, the treatment or the word pharmacy anywhere a neighbour or a postie could read it
  • Nothing that identifies the sender beyond a return address

What is inside is normal: the medicine and a picking list.

Where we deliver

UK addresses only. Orders placed for delivery outside the UK, or to a parcel forwarding service, are cancelled and the pending charge is cancelled.

You can have an order sent somewhere other than your home address, a work address for example, as long as the name on the delivery is the same as the name on the order. For pharmacy and prescription medicines we run an identity check against your home address, so that has to be right even when the parcel is going elsewhere.

If Hightown is local to you, you are welcome to collect instead. Order before 3pm on a working day and call 0151 929 3130 so we can have it ready at the counter.

Tracking your order

Every option we offer is tracked. Once Royal Mail has scanned your parcel into their network we add the tracking number to your order, and you can follow it on the Royal Mail site.

There is usually a gap between us dispatching and the tracking going live. That gap is Royal Mail's scanning, not us sitting on your parcel.

If it does not turn up

Check the tracking first. It may show an attempted delivery, a parcel awaiting collection, or delivery to a neighbour or designated safe place.

If your delivery is delayed, or tracking says delivered and you do not have it, email support@hightownpharmacy.co.uk with your order number. We will raise it with Royal Mail and keep you updated. You do not have to chase them yourself.

If you need the medicine urgently and cannot wait for a Royal Mail investigation to finish, tell us that when you email. We can advise you on the next steps.

Something not right with a delivery

Email support@hightownpharmacy.co.uk with your order number, or call 0151 929 3130, Monday to Friday, 9am to 6:30pm. If the parcel arrived damaged, send a photo and see returns.