Shipping policy
Shipping & Delivery Policy
Delivery Services
Charles Medical currently offers delivery via Royal Mail Tracked 24 and Royal Mail Tracked 48 services.
Tracking information will be provided once your order has been dispatched, allowing you to monitor the progress of your delivery directly with Royal Mail.
Royal Mail describes Tracked 24 and Tracked 48 as delivery aims and not guaranteed delivery services.
Whilst most parcels arrive within the expected timeframe, delivery times may occasionally be affected by factors outside our control, including adverse weather conditions, transport disruption, seasonal demand, operational delays, industrial action, or local delivery issues.
Delivery Timeframes
Royal Mail delivery aims are typically:
- Royal Mail Tracked 24 – Aim to deliver within 1 working day after dispatch.
- Royal Mail Tracked 48 – Aim to deliver within 2 working days after dispatch.
These are target delivery times only and are not guaranteed delivery dates.
Orders dispatched using Royal Mail Tracked 24 are not guaranteed to arrive the next day.
The delivery timeframe begins once the parcel has been dispatched and accepted into the Royal Mail network.
Order Processing Times
We aim to process and dispatch orders within 2 business days (Monday to Friday, excluding bank holidays).
Orders are processed in the order they are received.
During periods of high demand, promotional events, stock audits, staff absence, or circumstances outside our reasonable control, processing times may be extended.
Dispatch Cut-Off and Weekend Orders
Orders placed after 1:00 pm on Friday will normally be processed and dispatched on the next working day, usually Monday.
Orders placed on Saturday, Sunday, or UK public holidays will normally be processed and dispatched on the next working day.
Delivery Locations
We currently deliver throughout the United Kingdom.
For deliveries outside the UK, please contact us before placing your order.
Missed Deliveries and Customer Responsibilities
Customers are responsible for monitoring tracking updates and delivery notifications issued by Royal Mail.
Where a delivery attempt is made, customers should make reasonable efforts to:
- Arrange redelivery where available
- Collect parcels from the designated collection point within the specified timeframe
- Follow any instructions provided by Royal Mail
Where a parcel is returned to Charles Medical due to non-collection, refusal of delivery, or failure to respond to delivery notifications, additional postage charges may apply before the order can be re-dispatched.
Incorrect Delivery Information
Customers are responsible for ensuring that all delivery information provided during checkout is accurate and complete.
If an incorrect delivery address is supplied, customers must notify us immediately.
Whilst we will make reasonable efforts to amend delivery details before dispatch, we cannot guarantee that amendments can be made once an order has entered fulfilment or has been dispatched.
Where goods are dispatched to the address provided by the customer, Charles Medical shall not be responsible for losses, delays, failed deliveries, or additional costs arising from inaccurate or incomplete delivery information supplied during checkout.
If goods are returned to Charles Medical due to an incorrect, incomplete, inaccessible, or undeliverable address supplied by the customer, Charles Medical reserves the right to recover any direct costs incurred, including:
- Outbound shipping costs
- Carrier return charges
- Re-delivery charges
- Additional courier fees
- Reasonable administration and handling costs
Any applicable re-delivery charges must be paid before goods are re-dispatched.
Delayed Deliveries
Delivery dates and times are estimates only.
Where a parcel experiences delays within the Royal Mail network, Charles Medical will assist customers in investigating the issue and, where appropriate, liaise with Royal Mail.
Nothing in this policy affects your statutory rights.
Charles Medical remains responsible for goods until they are delivered into the physical possession of the customer in accordance with the Consumer Rights Act 2015.
Lost Parcels
If you believe your parcel has been lost, please contact us as soon as possible at:
Please include your order number and any relevant information.
Where a parcel is confirmed as lost following investigation, Charles Medical will provide either:
- A replacement item, or
- A full refund
In accordance with your statutory rights.
Parcels Marked as Delivered
Where tracking information, carrier records, photographic evidence, GPS delivery confirmation, or other delivery evidence demonstrates that an order was delivered to the address provided by the customer during checkout, Charles Medical reserves the right to refuse a refund, replacement, or compensation claim where the issue arises solely from incorrect, incomplete, or inaccurate delivery information supplied by the customer.
Where tracking confirms delivery, Charles Medical may request additional information before considering a claim, including a signed non-receipt declaration where appropriate.
Contact Us
If you have any questions regarding your order or delivery, please contact:
Charles Medical
Email: shop@charlesmedical.co.uk
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom