Shipping policy

Clear delivery information from DH Medical.

This Shipping Policy applies to physical products purchased through the DH Medical website.

Our treatment and consultation services are not shipped and are instead provided by appointment.

As our online retail offering develops, this policy may be updated to reflect additional delivery options, carriers or fulfilment arrangements.

UK DELIVERY

DH Medical currently ships physical retail orders within the United Kingdom.

Available delivery methods, estimated timescales and delivery charges will be shown at checkout before payment is completed.

Delivery times are estimates rather than guaranteed arrival dates unless expressly stated otherwise.

ORDER PROCESSING

Orders are processed during normal business days.

Where possible, we aim to prepare orders promptly after they have been received and payment has been successfully completed.

Orders placed outside normal working hours, at weekends or on public holidays may begin processing on the next available business day.

DISPATCH CONFIRMATION

Once your order has been dispatched, you may receive confirmation by email together with any available tracking information.

Please ensure that the email address supplied at checkout is correct.

DELIVERY TIMES

Estimated delivery times will depend on the service selected at checkout.

Delivery times begin from the point of dispatch rather than the time the order was originally placed.

Occasionally, deliveries may take longer due to circumstances outside our reasonable control, including:

  • carrier delays
  • severe weather
  • public holidays
  • unusually high order volumes
  • transport disruption
  • incorrect or incomplete delivery information

Where we become aware of a significant delay, we will aim to provide appropriate information where possible.

DELIVERY CHARGES

Delivery charges will be clearly shown at checkout before an order is completed.

From time to time, DH Medical may offer free delivery promotions or minimum-spend delivery offers.

Any relevant terms will be displayed with the applicable promotion.

DELIVERY ADDRESS

Please check your delivery address carefully before submitting your order.

Customers are responsible for ensuring that the information supplied is complete and accurate.

If you notice an error shortly after ordering, please contact:

clinic@dhmedicalliverpool.co.uk

We will try to amend the address where possible, but once an order has entered fulfilment or been dispatched, changes may no longer be possible.

UNSUCCESSFUL DELIVERY

If a delivery cannot be completed, the carrier may:

  • attempt redelivery
  • leave the parcel in an agreed safe place
  • deliver to a neighbour
  • take the parcel to a collection point
  • return the parcel to the sender

The exact process will depend on the carrier and service used.

Customers should follow any instructions provided by the carrier.

SAFE PLACE & NEIGHBOUR DELIVERIES

Where a carrier allows delivery to a safe place, neighbour or collection point, responsibility may pass once the parcel has been delivered in accordance with the customer’s instructions or the carrier’s approved delivery process.

Please choose any safe-place instructions carefully.

TRACKING

Where tracking is available, customers should use the tracking information supplied to follow the progress of their delivery.

Tracking updates are provided by the carrier and may occasionally take time to refresh.

DELAYED ORDERS

If your order appears to be significantly delayed, please check the tracking information first.

If you still require assistance, contact:

clinic@dhmedicalliverpool.co.uk

Please include:

  • your full name
  • order number
  • delivery postcode
  • any relevant tracking information

We will review the available information and assist where possible.

LOST PARCELS

If a parcel appears to have been lost in transit, please contact us.

We may need to raise an investigation with the relevant carrier before a replacement or refund can be considered.

Carrier investigations can take time, but we will aim to keep you informed while the matter is being reviewed.

Your statutory rights remain unaffected.

DAMAGED PARCELS

If your parcel arrives visibly damaged, please retain:

  • the product
  • the original packaging
  • the shipping box or envelope
  • any delivery labels

Please contact us promptly at:

clinic@dhmedicalliverpool.co.uk

Photographs of the outer packaging and damaged item may be requested so that we can assess the issue.

MISSING ITEMS

If an item is missing from your delivery, please contact us as soon as possible.

Include your order number and details of the missing product.

We may check fulfilment and carrier records before confirming the appropriate resolution.

INCORRECT ITEMS

If you receive a product that you did not order, please contact us before returning it.

We will provide instructions and arrange an appropriate resolution.

SPLIT DELIVERIES

Some orders may occasionally be dispatched in more than one parcel.

Where this happens, the parcels may arrive at different times.

If tracking information indicates that your order has been split, please allow time for each parcel to arrive before reporting an item as missing.

PRE-ORDERS & BACKORDERS

Where a product is offered for pre-order or is temporarily awaiting stock, the expected dispatch information will be displayed where reasonably possible.

If an order contains both immediately available and pre-order products, items may be held and dispatched together or sent separately depending on the fulfilment arrangement.

INTERNATIONAL DELIVERY

Unless international delivery is specifically shown as available at checkout, DH Medical currently accepts delivery orders to UK addresses only.

If international delivery is introduced in the future, additional shipping costs, taxes, duties and customs requirements may apply.

DELIVERY & RETURNS

Shipping and delivery arrangements are separate from our Returns & Refunds Policy.

If you wish to return a delivered product, please refer to the Returns & Refunds information provided on the DH Medical website.

CHANGES TO THIS POLICY

DH Medical may update this Shipping Policy as our retail operation, delivery partners or fulfilment arrangements develop.

The version displayed on the website at the time of your order will apply alongside your statutory consumer rights.

CONTACT

For delivery enquiries, please contact:

clinic@dhmedicalliverpool.co.uk

Please include your order number wherever possible so we can assist more efficiently.

DH MEDICAL

Liverpool

The DH Standard

Professional service should continue beyond the treatment room.