Shipping & Delivery Policy

Delivery Services

Charles Medical uses a range of delivery carriers to deliver orders throughout the United Kingdom.

Available delivery options, charges and estimated delivery times are shown at checkout. The carrier used may vary depending on the delivery service selected, parcel size and delivery location.

Tracking information will be provided once your order has been dispatched, allowing you to monitor your delivery with the relevant delivery carrier.

Delivery Timeframes

Our delivery services typically have the following delivery aims:

• Tracked 24 / 24-hour delivery service: Aim to deliver within 1 working day after dispatch.

• Tracked 48 / 48-hour delivery service: Aim to deliver within 2 working days after dispatch.

These are target delivery times only, not guaranteed delivery dates. A service described as "24", "24-hour" or "Tracked 24" does not guarantee next-day delivery or delivery within 24 hours of placing your order.

Similarly, a service described as "48", "48-hour" or "Tracked 48" does not guarantee delivery within 48 hours of placing your order.

Delivery timeframes begin only once your parcel has been dispatched and accepted into the delivery carrier's network. They do not begin when you place your order and do not include our order processing time. Creating a shipping label does not, by itself, mean the carrier has received your parcel.

We aim to process and dispatch orders within 2 working days, Monday to Friday, excluding UK bank holidays. Please allow for this processing time in addition to your selected delivery service's estimated timeframe.

Selecting a 24-hour delivery service does not guarantee same-day dispatch. Weekend and bank holiday delivery should not be assumed unless expressly stated for the service selected at checkout.

Whilst most parcels arrive within the expected timeframe, delivery may occasionally be affected by adverse weather, transport disruption, seasonal demand, operational delays, industrial action or local delivery issues.

These estimates do not override any expressly guaranteed delivery service or affect your statutory rights.

Order Processing Times

We aim to process and dispatch orders within 2 working days, Monday to Friday, excluding UK bank holidays.

Orders are normally 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 may take longer. We will contact you if we become aware of a significant delay affecting your order.

Friday, Weekend and Bank Holiday Orders

Orders placed after 1:00 pm on Friday, over the weekend or on a UK bank holiday will normally enter processing on the next working day, usually Monday unless it is a bank holiday.

Our usual processing timeframe then applies. Dispatch on that day is not guaranteed.

Delivery Locations

We currently deliver throughout the United Kingdom.

Delivery options and estimated timeframes may vary by postcode, particularly for remote areas and offshore locations. Any applicable delivery charges will be shown at checkout.

For delivery outside the UK, please contact us before placing your order.

Missed Deliveries and Uncollected Parcels

Please monitor your tracking updates and any delivery notifications from the carrier.

If a delivery attempt is unsuccessful, you may need to:

• Arrange redelivery, where available.

• Collect your parcel from a designated collection point within the specified timeframe.

• Follow the carrier's instructions to complete delivery.

If your parcel is returned to us because it was not collected or delivery was refused, please contact us to discuss the next steps.

If you request re-dispatch, an additional delivery charge may apply. We will confirm any charge before arranging re-dispatch. This does not affect any cancellation or refund rights you have under applicable law.

Incorrect or Incomplete Delivery Information

Please ensure your delivery address and contact details are accurate and complete before placing your order.

If you notice an error, contact us immediately at shop@charlesmedical.co.uk, quoting your order number and the correct details.

We will make reasonable efforts to amend your details before dispatch. However, changes may not be possible once an order has entered fulfilment or has been handed to the delivery carrier.

Incorrect or incomplete information may result in delays, failed delivery or the parcel being returned to us.

Where an address error supplied by you causes additional delivery or carrier return costs, we may ask you to cover reasonable, evidenced costs where permitted by law. We will explain any applicable charges before arranging re-dispatch.

We will assess each case individually. Nothing in this section excludes our responsibility for errors made by Charles Medical or limits your statutory rights.

Delayed Deliveries

If your order has not arrived within the estimated timeframe, please check the tracking information and contact us if you need assistance.

We will investigate with the delivery carrier and keep you informed of the next steps. Charles Medical remains your point of contact for resolving delivery issues.

For consumer orders, unless a different delivery period has been agreed, goods must be delivered without undue delay and within 30 days of the contract being made. If we fail to meet the applicable delivery requirements, you may have the right to cancel and receive a refund under the Consumer Rights Act 2015.

Lost Parcels

If you believe your parcel has been lost, please email shop@charlesmedical.co.uk with your order number and details of the issue.

We will investigate with the delivery carrier and arrange an appropriate resolution, including a replacement or refund where required.

A carrier investigation does not remove or extend any statutory rights or refund deadlines that apply to your order.

Parcels Marked as Delivered

If tracking shows your parcel as delivered but you have not received it, please check with other members of your household or staff, and any neighbour or safe place you authorised for delivery.

If you still cannot locate it, contact us promptly so we can investigate.

We may review tracking records, delivery photographs, GPS information and any delivery instructions you provided. We may also ask for further information or a non-receipt declaration to help with the investigation.

A tracking status of "delivered" will not, by itself, automatically result in a claim being refused. We will consider the available evidence and your statutory rights.

Responsibility for Your Order

For consumer orders delivered by a carrier we offer or arrange, Charles Medical remains responsible for the goods until they come into your physical possession, or the possession of a person you have identified to receive them.

Nothing in this policy limits or excludes your statutory rights.

Contact Us

For questions about shipping 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