​General Information

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We will organise distribution & shipping from our UK based pharmacies to the customer's UK home address or a suitable alternative. Please note that this policy applies to ALL orders we ship from us (the seller) to you (the buyer).

 

Please ensure you have provided the correct address at the online checkout or that the shipping address on your invoice is correct PRIOR TO PAYING - the shipping address submitted at checkout is what will automatically go to the courier for delivery.

 

If the address needs amending after an order is placed or paid for, please let us know as soon as possible to avoid an error when delivering. If the item is delivered to an incorrect address and this was the address processed at checkout when you made payment, we are unable to retrieve or replace your item. We can enquire if DPD can retrieve the item but this will be at a cost to you.

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Depending on the chosen courier at the time of checkout, we may be able to enquire if the courier DPD can retrieve the item. This is not a guarantee of the parcel’s recovery and this may be at a cost to you if the parcel cannot be retrieved.

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Items are dispatched with Special Delivery to ensure a speedy delivery. Once dispatched, your item usually arrives next day, however there is always a risk that your shipment could be delayed due to factors beyond our control or the couriers' control e.g. weather, vehicle breakdowns, staff sickness etc. Once your package is with the courier, any delivery issues are beyond our control however we ask that you contact us immediately and we will do our best to intervene to find a suitable resolution. Should your package be delayed, we do not offer a refund on delivery, however we may make a discretionary good will gesture.

 

All medical items being delivered to you will have tracking numbers and your package will require someone to be available to accept the delivery / package. Your item should be received by someone in person and ideally not left on your doorstep. If you choose via your tracking link to “leave in your designated safe space”, this is at your own risk and AJ Hill Aesthetics cannot accept any responsibility if your item goes missing.

 

The tracking details are sent to you the day before delivery via email - please ensure you check your junk mail.

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Your order confirmation and tracking emails will provide you with the shipping / delivery address that your item is being delivered to. If this is incorrect, please contact us immediately. Your tracking link will give you different options should you need them. Once your item has been dispatched, we are unable to change the schedule of your delivery - only the customer can do so via their tracking link. You will have the option to request your package to be delivered to a collection point (usually a shop) or to leave your item in a "safe place" (e.g. back garden) via the tracking link you will have received. Selecting “safe place” will be at your own risk and AJ Hill Aesthetics cannot accept any responsibility if the
parcel goes missing.

 

Please note that should there be any discrepancies with your delivery AFTER you have requested the delivery to be changed, we are unable to assist in collection or de-delivery or location of your item as we have shipped to the address provided & DPD will not intervene. If there are any discrepancies with your delivery after you have changed it's delivery schedule, please contact us in writing and we can use our discretion to assist you further.

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Deliver Costs

 

• UK - £4.99 for Special Delivery via APC, DPD or Royal Mail for orders up to £749 (for all weight loss medications)

• UK - £5.99 for Special Delivery via APC, DPD or Royal Mail for orders above £750 (for all weight loss medications)

• UK - £3.50 for Royal Mail Tracked 48 Hours for orders up to £98

• UK - £1.50 for Royal Mail Large Envelope for applicable items

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Time Scale

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Once shipped, our couriers aim for Next Working Day Delivery to you. As with any shipment, there is always a risk that your order could be delayed due to factors beyond our control. Please note that all delivery timeframes begin once your order has been dispatched, not from the time you place your order or submit a health form. Our pharmacy suppliers do not ship on a Saturday or Sunday, so we are unable to deliver on Sunday or Monday. ship on a Saturday or Sunday, so we are unable to deliver on Sunday or Monday.

 

Your product can arrive between Tuesday & Saturday, depending on your selected delivery days and time/day of order. Our next working day delivery cut off is 1pm once all checks & payment has been made. Any orders placed after 1pm on Friday, will be processed on the following Monday and dispatched that coming week. This excludes Bank Holidays..

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There are certain areas & postcodes where delivery may take longer. It can take up to 2 working days for Northern Ireland and postcodes: HS2, IM, JE, PA60 - 75, 78, ZE2, 3. It can take up to 3 working days for postcodes: KW16 - non Town, KW17 PH30, 41 - 44.

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Please note that due to the global shortage of these medications, it may take longer than usual to send your item. Please see the ordering page or email us for further details. Our checkout states up to 10 days for delivery but some items are quicker or may take longer.

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Delivery Enquiries

 

Any enquiries with your order / delivery must be made in writing via email - info@ajhillaesthetics.co.uk

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If you have any issues with delivery, please raise this with us in writing as soon as possible. The couriers we use operate a strict time frame for logging issues with delivery, whilst the pharmacies have a strict time frame for replacing any items. If we are not made aware of any issues with delivery within 7 DAYS of your shipment date (the date your item is shipped to you), we cannot guarantee resolving the delivery issue.

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All enquiries will be handled by our admin team during Monday to Friday, 9am-6pm.

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Delayed Delivery

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Like with most things in life, there can be an issue which can cause a delay with your delivery. We will do our best to assist and reduce further delay, however there is a process when dealing with delays. If we have to liaise with your courier, there may not be an instant result - it can take time to liaise with the courier and find a resolution depending on what the cause of the delay is.

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Some of the most common delays can be:

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Delivery attempted: The courier will attempt to deliver to your delivery address (the delivery address as shown on your Order Confirmation email). If there is no response, the courier will either return your order to the nearest depot for collection / redelivery, attempt delivery the following day or leave in your nominated safe place / neighbour (depending on the instructions you had set via your tracking email).

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Driver unable to find property: If you live in a rural area or in a property with a difficult to find entrance, please send us a picture via email of your property front (where the driver is supposed to deliver the item) or send us your location via WhatThreeWords. If the driver is unable to locate the property, the courier will either return your order to the nearest depot for collection / redelivery or leave in your nominated safe place / neighbour (depending on the instructions you had set via your tracking email) if they can find it.

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Address incorrect / incomplete: Please ensure your delivery address is complete and correct on your confirmation email. The address in your confirmation email is the address that syncs with our couriers. We can amend this prior to shipment but once shipped, we cannot guarantee any changes can be made in time to enable the scheduled delivery to continue to the correct address - this may cause a delay to your item arriving.

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Other issues: Sometimes other issues occur, such as sickness, vehicle breakdowns, or a random unidentified issue at the depot. We will log a formal ticket / complaint with the relevant courier and seek a swift resolution from them.

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Delivery Address

 

Please ensure the delivery address is correct on your confirmation email - for every order processed by us, you will receive a formal confirmation of your order via email. If you have previously used a different address or changed your address with us, please ensure this is reflected in each order confirmation email. As mentioned above, this is the address that automatically syncs with our couriers.

 

If you update your delivery address via your online profile, please email us to inform us of the change. The change of address on your online profile will not update the order as these two are not linked to each other. The address on your
order needs to be manually edited.

 

You will also receive a confirmation email on the day your item is expected to be collected by DPD, which also re-confirms the delivery address. You will then receive an email on the day of delivery from DPD confirming the delivery address, with a 1 hour time slot.

 

There are three opportunities for the delivery address to be identified as correct or incorrect - if the address needs amending, please let us know as soon as possible so that we can amend accordingly and reduce the risk of a delay to your order.

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If your order is delayed due to an incorrect address, we will endeavour to get the issue rectified as soon as possible. Please be aware that the time frame is dependent on the speed of response from the courier, pharmacy and any other third party; whether any returns need to occur; whether there is sufficient stock to replace an item (if applicable) etc. There are a lot of extenuating circumstances that can affect timing, but we will chase from our end as much as possible to ensure any issues are dealt with as promptly as possible.

 

Please note if your parcel is returned to us because the address given at checkout is incorrect, you may be required to pay additional postage to have your item sent again.

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If your parcel is being delivered via Royal Mail, we will send you a tracking link via email the day before delivery. Any further updates to your delivery and time slot will then be sent via Royal Mail. You can track its progress via the tracking
number provided in your email from us. If you need to change the delivery day, this must be done via your tracking link and cannot be amended by AJ Hill Aesthetics. If delivery is attempted but you were not home, you can reschedule to a
different day or collect from your local delivery office or nearest post office. This must be done by the customer and cannot be amended by AJ Hill.

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Damage in Transit

 

If any of your items are damaged in transit, please contact us immediately via email and we will investigate further for you. Once a package is shipped, you are bound by the terms and conditions of use of our shipping agents or
representatives. You are responsible for the goods when delivery has taken place. The risk in the goods passes to you when you take possession of the goods.

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My item has not been delivered or has gone missing during delivery...

 

If any of your items have gone missing during transit or if your item is misplaced by the courier during delivery, we can start an investigation with the courier and submit an insurance claim to replace your package. This is a process that we have to follow and can take a little time, so we do ask for patience with us, the courier and the insurers.

 

We will do our best to assist, reduce delay and find a resolution - we will ensure you are not out of pocket due to a missing package.

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We require that ANY item delayed / lost during transit / stolen after deliver etc. is reported within SEVEN (7) days of the shipment date/day in WRITING - the insurers only accept claims within that time frame AND they also require proof from the customer via writing e.g. a copy of the email you send to us to communicate that your item is missing / delayed - items highlighted as missing or lost or delayed AFTER this timeframe cannot be guaranteed to be covered by the insurers or guaranteed to be investigated by the courier, and we will therefore be unable to compensate you for your order (for example, DPD will not investigate after 7 days, meaning the insurance cannot be submitted without the courier investigation taking place).

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Depending on the type of evidence required by the insurers, your claim may take between two working days or up to fourteen working days. If they require, for example, a police report due to your item being stolen from your doorstep after delivery, this will need to be submitted by you as the "victim" of the crime and then sent to the insurance company.

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Once compensation has been authorised and payment has been made by the insurers to us, we can then place a new order with one of our pharmacy partners and get a new order shipped for you - our pharmacy partners, like any retailer or seller of a product, will not send out a new product without payment first based - unfortunately there cannot be an acceptance that the item has gone missing in "good faith" - the appropriate process and payment must be actioned BEFORE a new item can be purchased and shipped, just like any other industry where an item is covered with insurance.
Please note, a replacement order may be sent out in the event of a missing/lost parcel, but this will not be sent out until all investigations have concluded. You are welcome to place another order in the meantime whist we conduct our
investigation. Any compensation due from the original investigation will only be awarded once the investigation has concluded.

 

Please note, a replacement order may be sent out in the event of a missing/lost parcel, but this will not be sent out until all investigations have concluded. You are welcome to place another order in the meantime whist we conduct our
investigation. Any compensation due from the original investigation will only be awarded once the investigation has concluded.