Delivery & Refund Policy
Delivery Information
Same-Day Delivery: Available within a 1.5 mile radius of IG8 0HL (Woodford Green). Orders must be placed Monday to Friday between 10:00am – 5:00pm, and Saturday between 10:00am – 12:00pm.
Signature Required: A signature is mandatory for all medication deliveries. For safety and legal reasons, our couriers are not permitted to leave orders unattended or in a nominated safe place. Proof of delivery may also include a photo taken at the time of delivery.
Alternative Addresses: If you cannot be home, you may request delivery to a work address or authorised neighbour, provided it is within our delivery radius. Please include this information during checkout.
Failed Deliveries
- If no one is available to sign for the parcel, the delivery will not be completed.
- We are unable to issue a refund or replacement for failed deliveries due to customer absence or incorrect address details.
- We will work with you to re-ship any returned item where possible. An additional delivery charge may apply.
Delivery Charges
- Free delivery on orders over £19.99
- Same-day delivery: £2.99
- Click & Collect: £1.00
- NHS same-day delivery: £1.99
- NHS next-day delivery: Free
Letterbox Delivery (If Requested)
Available only by request at checkout. If selected, you accept full responsibility for ensuring the medication is safely received into a secure environment, away from pets and children. Chrystalls Connect is not liable for any incidents following successful delivery through a letterbox.
Refund Policy
Due to the nature of our products and healthcare regulations, we do not accept returns or offer refunds on:
- Prescription medicines
- Pharmacy-only (P) medicines
- Weight loss or medical treatment kits
- Opened or used products
All orders are screened and approved by a pharmacist. If false or misleading information is submitted during the ordering process, no refund will be issued.
Refund Exceptions
We may consider a refund or replacement only if:
- The product arrives damaged or incorrect (evidence may be required)
- We are unable to fulfil your order due to stock issues
Any refund, if granted, will be processed using the original payment method within 3–5 business days.
Need Help?
Our customer service team is here to support you. If you have a question about your order or eligibility for delivery or refund, please contact us directly through our contact page.
Chrystalls Connect is committed to providing safe, fair, and professional delivery of pharmacy services — with full transparency every step of the way.