Frequently Asked Questions

Is shipping free?

All orders over £15 will get our standard shipping for free. And for just £1.50 you can upgrade to an even faster shipping option.

Can I place an order over the phone?

No, unfortunately we cannot process orders over the phone. Our focus is to create a great digital experience so that everyone can order online.

Where is my parcel?

You will have been provided a tracking link in the email sent out when your order was dispatched, where you can follow the parcel. Please use this link before contacting the customer care team.

What can I do if my order is shown as delivered, but it hasn’t been received?

If the tracking for your parcel shows it as delivered but you haven't received it, and there is no notification of attempted delivery, you should follow the below steps:

  • Check your order confirmation email from us to make sure your shipping address was correct.
  • If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in a safe place such as a shed or hidden in a front porch.
  • If the item was sent to your work address, check with the post room and your colleagues to see if someone else accepted the delivery.

Should you still be unable to locate your order please contact us via with your order number and we will help to investigate this further.

Why have I not received an order confirmation?

If the payment went through but you still haven’t received a confirmation email, it might be that the email address you gave us is incorrectly spelled. If so please contact our customer care team by sending us an email at including your name, postcode and items purchased, and if you have it an order reference.

I purchased Pharmacy products, but still haven’t received an email saying that my order has been dispatched?

If you filled a form to purchase a medication from our Pharmacy, our Pharmacist will assess your answers before deciding whether to approve the form. In some cases, our Pharmacist might need to ask you a few more questions to clarify your answers and will do so by sending you an email. To avoid any delays in receiving your items, make sure you check your inbox, or spam folder.

Is my product in stock?

The easiest way to see if a product is in stock is to go on the specific product page. If it is out of stock it will say on the page and it will not be possible to add the product to your basket.

I am getting stuck in the checkout, what do I do?

The most common issue for payment errors is a failed 3D secure check. This is a check that includes your bank or card issuer. If this error arises you need to contact your bank. We have chosen to add 3D secure as an extra layer of protection to prevent fraudulent transactions.

Can I alter my order?

Once an order has been placed it cannot be altered. Please contact the customer care team if you wish to cancel the order but please be aware that we cannot cancel an order which has already been dispatched.

Can I change the delivery address?

You can change the delivery address up until the order is dispatched. Once dispatched we will have sent the address to a 3rd party courier and unfortunately we cannot change the address after this point.

Do you ship outside the UK?

Unfortunately we do not ship outside the UK. We are a UK based business and we want to focus on bettering the experience for our customers in the UK.

Just got my product – why does it look different to the picture on the site?

Sometimes suppliers update their packaging but we might not have new pictures yet. We’re always working to make sure our pictures are as up to date as possible, but it can take time. In the meantime, make sure to check the product description and ingredients. If anything has changed in the formula, we’ll update it straight away, so you know what you’re buying.

If you find that the product image is not right, please let us know at and we'll sort it out as soon as possible.

How do I contact the Customer Care team?

If you have any queries in regard to a medino order or service, the easiest way to contact us is to email us at, or alternately you can speak to our Customer Care team on 020 808 942 10. Our lines are open 9am - 6pm, Monday to Friday.

How do I contact the Pharmacy Team?

If you would like to speak to our Pharmacist or have any questions related to medino Pharmacy, please send an email to, alternatively you can call 020 376 991 64 and request to speak with a Pharmacist. The Pharmacy line is open from 9am - 6pm, Monday to Friday.

What is medino?

We're the UK's new digital retailer of healthcare products, skincare products and everyday essential toiletries. Our customers can access more products than they'd find in a typical high street pharmacy and can manage the whole process from the comfort of their own homes. For more information about our company, please click here..

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