1. Where we deliver

We currently deliver to addresses within the United Kingdom only, including England, Scotland, Wales, and Northern Ireland. We are not currently able to ship internationally or to UK overseas territories.

2. Delivery options and prices

Delivery prices are calculated at checkout based on the size, weight, and value of your order, and the delivery option you choose. The options available to you are shown below:

• Royal Mail Tracked 48 — 2 to 3 working days, calculated at checkout

• Royal Mail Tracked 48 (free) — 2 to 3 working days, free on orders over £40

• Express Next Working Day Courier — next working day, calculated at checkout

Estimated delivery times are working days from dispatch, not from order placement. Working days are Monday to Friday, excluding UK public holidays.

3. Free delivery threshold

We offer free Royal Mail Tracked 48 delivery on UK orders over £40. This is calculated on the value of goods in your basket, after any discount codes are applied, and excludes the cost of delivery itself. Free delivery is automatically applied at checkout where the threshold is met.

Some product categories, such as vape products, are not eligible for free Royal Mail delivery and must be sent by courier. Please see section 7 for details.

4. Dispatch times

We aim to dispatch all orders the same working day where the order is placed before 11:00am, Monday to Friday.

Orders placed after 11:00am, on weekends, or on UK public holidays will be dispatched on the next working day.

During busy periods (such as the run-up to public holidays, or seasonal sales), dispatch may take an extra working day. We will display a notice on the website if this is the case.

Dispatch times are subject to stock availability. If an item is unexpectedly out of stock, we will contact you within one working day to offer a substitute, a partial dispatch, or a full refund.

5. Delivery times

Once dispatched, you will receive an email or SMS with tracking details where the service supports it. Estimated delivery times are:

•        Royal Mail Tracked 48: 2 to 3 working days from dispatch.

•        Express Next Working Day Courier: the next working day after dispatch, where the order is dispatched the same day.

These are estimates from our courier partners, not guarantees. We cannot accept responsibility for delays once a parcel has left our pharmacy and is in the courier’s possession, but we will help you investigate any delivery issue you have.

6. Tracking your order

Once your order is dispatched, we will send a confirmation email with a tracking number. You can track your parcel through the courier’s website using this number. If you have not received a tracking email within one working day of placing your order, please check your spam or junk folder, and contact us if it does not appear.

7. Vape and e-liquid products

Vape devices and e-liquid refills cannot be sent through Royal Mail due to restrictions on lithium-ion batteries and certain liquid products. These items will only be sent by courier (Express Next Working Day) and the courier delivery cost will be applied at checkout regardless of order value. Free Royal Mail Tracked 48 delivery does not apply to orders that include vape products.

If your order contains a mix of vape and non-vape products, the entire order will be dispatched by courier.

Vape and e-liquid products are restricted to customers aged 18 and over. We may require age verification at checkout or on delivery.

8. Failed or unsuccessful deliveries

If our courier is unable to deliver to the address you provided (for example, no one is in to receive a parcel that requires a signature), they will usually leave a calling card and either attempt redelivery, leave the parcel with a neighbour, or hold it at a local depot or post office for collection.

If a parcel is returned to us as undeliverable, we will contact you to arrange redelivery. A second delivery attempt may incur an additional delivery fee. If you no longer wish to receive the order, we will refund the cost of the goods, but we are unable to refund the original delivery cost.

9. Incorrect addresses

Please check your delivery address carefully at checkout. We cannot be held responsible for parcels that go missing because of an incorrect or incomplete address provided at the time of order. If a parcel is returned to us due to an incorrect address, we will contact you to arrange redelivery, which may incur an additional delivery fee.

10. Lost or missing parcels

Although rare, parcels can occasionally be lost in transit. If your parcel has not arrived within the estimated delivery window:

1.      Check the tracking information using the number we sent you.

2.     Check with neighbours and any safe places at your address.

3.     Contact your local Royal Mail delivery office or courier depot, as parcels are sometimes held there if a delivery has been attempted.

4.    If the parcel still cannot be found after these checks, contact us at info@caledonianpharmacy.co.uk and we will open an enquiry with the courier.

In line with Royal Mail and courier guidelines, a parcel is generally considered lost if it has not arrived 10 working days after the expected delivery date. We will issue a replacement or refund once the carrier has confirmed the parcel as lost, or earlier at our discretion.

11. Damaged parcels

If your parcel arrives damaged, please contact us within 7 days of delivery, ideally with photographs of the damage to both the outer packaging and the contents. We will arrange a replacement or refund at no cost to you. Please retain the damaged item and packaging until we have confirmed how to proceed, in case the courier wishes to inspect it.

12. Returns

Information about returning items is set out in our Returns and Refunds Policy.

13. Contact us

If you have any questions about delivery, please contact us:

•        Email: info@caledonianpharmacy.co.uk

•        Telephone: 020 7609 0798

•        Post: Caledonian Pharmacy, 486a Caledonian Road, Islington, London N7 9RP

Last updated: April 2026.