Current status
We are not dispatching any refrigerated or chilled medication while extreme temperatures continue across the UK. This applies to all refrigerated orders, wherever you are based.
Non-refrigerated items are not affected and continue to be dispatched as normal.
What happens to my order?
- Affected customers are being contacted directly by email to let you know your order is on hold.
- Nothing to do on your end — your order is safely held with us in chilled and monitored conditions and has not been cancelled.
- Dispatch resumes automatically once temperatures ease to a safe level for chilled transit, with tracking information sent as usual.
Why we're doing this
Refrigerated medication needs to stay within a safe temperature range throughout its journey to you. In prolonged extreme heat, we can't be confident that even validated, insulated packaging will keep chilled items within that safe range for the full delivery window, once our courier partners take receipt of the parcel. Rather than risk sending out medication that may have been compromised in transit, we pause dispatch of refrigerated orders until it's safe to send them again.
This is a precaution, not a reflection of a problem with your specific order.
Refrigerated vs non-refrigerated orders
| Order type | Current status |
|---|---|
| Refrigerated / chilled medication | Dispatch paused until conditions ease |
| Non-refrigerated items | Dispatched as normal |
General delivery information
Refrigerated orders are normally dispatched using a tracked next day service. Once dispatched, your item should arrive within the given timeframe; however, there is always a risk your shipment could be delayed due to factors beyond our control or the courier's control, such as adverse weather events.
Safeplaces
When choosing a safeplace, for our courier to leave your order, please ensure that this area will not become too hot, during these extreme temperatures. Orders inside metal letter/parcel boxes can become very warm and the contents no longer stable.
For more on delays generally, please see our Delivery Policy.
How we normally keep chilled products safe in hot weather
Outside of the current pause, we dispatch chilled items in validated, temperature-controlled packaging with ice packs designed to maintain fridge-safe conditions for at around 48 hours. This packaging is regularly audited to ensure chilled products stay within the required temperature range throughout the delivery window — even if the ice packs have melted by the time your parcel arrives.
It's this extra margin of safety that we rely on in typical warm weather. During the current extreme heat, we've made the decision that this margin is not one we're willing to rely on, which is why dispatch of refrigerated orders is paused for now.
Still have questions?
We're here to help
If you're waiting on a refrigerated order, or you're unsure whether this affects you, please get in touch and we'll be happy to advise.