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Shipping Policy

1. General

All orders are subject to stock availability. While we make every effort to maintain accurate stock levels, discrepancies may occasionally occur. If an item you have ordered is unavailable, we will supply the available products and contact you to confirm whether you wish to:
  • Wait for the back-ordered item to be restocked, or
  • Receive a refund for the unavailable item.

2. Delivery times

We offer Next Day Delivery within the Royal Mail Special Delivery (1pm Guaranteed) To qualify for this service, orders must be placed and paid for before the stated daily cut-off time. Please note that, in certain circumstances—such as high order volumes, operational constraints, or postal disruptions—an earlier cut-off time may apply. While we strive to provide a reliable next-day service, delivery guarantees are subject to Royal Mail’s terms and conditions.

2.1 Delivery times internationally

Orders shipped outside the United Kingdom are typically dispatched within 48–72 hours of payment confirmation. Estimated delivery times range from 8–10 working days, depending on the destination country, courier service, and customs clearance procedures.

International delivery times may vary significantly due to local customs regulations and courier operations.

2.2 Dispatch time

Orders are generally dispatched within 2 business days of payment confirmation.

We operate Monday to Friday during standard business hours, excluding UK public holidays. When closures occur, we take reasonable steps to minimize any resulting delays.

2.3 Change of delivery address 

Requests to change the delivery address can be accommodated only if the order has not yet been dispatched. Once dispatched, delivery details cannot be amended.

2.4 Delivery time exceeded  

If your order has not arrived within the estimated delivery timeframe, please contact us so that we may investigate the matter with the courier on your behalf.

2.5 Tracking information 

Once your order has been dispatched, you will receive a tracking number via email. This tracking number can be used to monitor the status of your delivery on the Royal Mail website.

2.6 Parcels damaged in Transit  

If your parcel arrives damaged, please reject it at the point of delivery where possible and contact our customer service team immediately. If the parcel is delivered in your absence and damage is discovered afterward, please contact us promptly so we can advise on the appropriate next steps.

2.7 Failed Deliveries 

If a delivery attempt is made and no one is available to receive the parcel, the courier may leave a notification card. It is your responsibility to arrange re-delivery or collection directly with the courier.

3. Duties and Taxes

3.1 Sales Tax

All applicable sales tax (including VAT where required) is included in the prices displayed on our website, unless otherwise stated.

4. Customer Service

For all customer service inquiries, including delivery issues or general questions, please contact us at: medzstore@proton.me