Shipping

All weight loss injections and medications are dispensed directly from our UK-based pharmacy (Certus Healthcare/Primed Pharmacy), in strict accordance with cold-chain transportation protocols. Each order is packed by a qualified dispenser in discreet packaging using specialised insulated materials and ice gel packs to maintain the correct temperature range.

Our packaging ensures that the contents remain between 2°C and 8°C for at least 48 hours. Please note that couriers do not use refrigerated vans, so the packaging alone ensures cold-chain compliance during transit.

Dispatch & Delivery Times

Orders are dispatched to your chosen address using a tracked next-day delivery service (or two-day tracked service for Northern Ireland and the Channel Islands). We aim to approve and dispatch your order within 1 working day of it being placed — often on the same day. However, this may take longer in some cases due to prescription approval and internal checks.

Please note that we do not offer guaranteed next-day delivery. While most orders are delivered within 48 hours of dispatch, delays may occasionally occur that are outside our control.

Courier Information

We work with trusted third-party couriers such as Royal Mail and DPD. All orders are sent via a tracked service with delivery notifications. Although orders are always sent by next-day service, occasionally there is a delay which is beyond our control, and therefore cannot guarantee a 48-hour delivery time. If your order has not arrived within 48 hours of dispatch, please contact us and we will investigate this promptly.

Please note that as the medication will be coming directly from the pharmacy in most cases, the senders will be named as Certus Healthcare or Primed Pharmacy, not Online Weight Loss Clinic.

Below are the delivery options and prices:

Important Delivery Information

• All deliveries require a signature, so please ensure someone is available to receive the parcel at your delivery address.
• If your delivery is received by another person at the given shipping address (for example, a concierge, housekeeper, or a member of your household), this will be considered as a successful delivery. You will be notified of your delivery status through tracking updates, therefore please inform them of the delivery you are expecting so that it can be stored correctly upon receipt.
• Missed or failed deliveries due to recipient's unavailability may result in the parcel being returned. In such cases, we do not issue replacements or refunds.
• We are unable to offer replacements due to missed deliveries or delays caused by rescheduling deliveries.

If you would like your order shipped on a particular day, please email us in advance and we will do our best to dispatch it on your requested date.

Returned Orders

In accordance with UK legislation regarding prescription medication, any orders that are returned to the pharmacy must be destroyed and cannot be reused or reshipped.

As a result, Weight Loss Clinic is unable to cancel, refund, or re-send any items once they have been dispatched, even if the order is returned due to failed delivery attempts.

We kindly ask that you ensure someone is available to receive the delivery at the provided address to avoid any issues.

Deliveries are to the UK only. Due to legal and logistical reasons, we do not ship medication outside the UK.

If you have not received your products:

Products are only shipped via a tracked service, and you will receive full tracking details by email or SMS when your product is dispatched. In the unlikely event that your shipment goes missing in transit, you will be offered either a full refund or a replacement at no extra cost (once confirmed by the courier).

However, if the courier attempted delivery and you were not available to receive it, or if an incorrect shipping address was provided, your order may be returned to us. In such cases, you will not be eligible for a refund or replacement under our terms and conditions. Please ensure that someone is available to receive the order at the delivery address. If you would like your order shipped on a specific day, please inform us in advance and we will be happy to accommodate.

Please contact us no later than 7 days after placing your order if you have not received it. We only have a short window to investigate missing items. If you do not contact us within this timeframe, we or the courier may be unable to investigate or resolve the issue.

Ordering in Advance and Delivery Delays

To help avoid any interruption to your treatment, we strongly recommend placing repeat orders well in advance of your current supply running out. While we make every reasonable effort to ensure timely processing and delivery, delays can occur that are outside of our control. These may include, but are not limited to, temporary stock shortages, delayed clinical approval, courier delays, missed deliveries, non-delivery, or delayed delivery.

Due to the nature of prescription medicines and of the above factors we are unable to accept liability for any missed or delayed doses resulting from such circumstances.

Product integrity disputed due to a significant delay in delivery caused by the courier

If the medication has been delivered significantly late due to a delay caused by the delivery company and the cold chain has been compromised, the product must be returned to us, destroyed in accordance with our clinic’s procedures, and officially recorded as such before a replacement or refund can be issued. You can either send it to us via tracked/recorded delivery, or we can arrange a collection.

Please note that replacements or refunds cannot be issued if delays are caused by unsuccessful delivery attempts due to the patient or someone not being available to receive the order.

Delivery of your order being disputed:

In case your order is marked as delivered but you have not received it, please inform us immediately on the same day it was due to be delivered. We will contact the courier, who will open an investigation—this process usually takes up to 6 working days from the start of the investigation. During this period, the courier may send you a claim form to sign and return.

Once the signed documents are received and the investigation is concluded, we will update you with the outcome.

Please note: We will not be able to process a refund or send a replacement until the courier has completed their investigation. We advise you to place another order to avoid a gap in treatment.