Frequently Asked Questions
Is shipping free?
Delivery charges
| Basket size | |||
|---|---|---|---|
| Shipped with | under £20 | £20-35 | over £35 |
| Royal Mail Tracked (2 working days) | £3.49 | £0.00 | £0.00 |
| Royal Mail Tracked 24 (1 working day) | £4.99 | £1.49 | £0.00 |
Where is my parcel?
We aim to dispatch orders within 1 working day. Once your order has been dispatched, you will receive email confirmation with a tracking link. The courier will be able to provide updates via the link within a few hours of dispatch.
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 has been delivered but you haven't received it (and you didn't get any notification of attempted delivery), you should follow these 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 (like a shed or hidden in a front porch)
- If the item was sent to your work address, try checking with the postroom or reception. You could also check with your colleagues to see if someone else accepted the delivery
If you’re still unable to locate your order, please contact us at info@medino.com with your order number, and we’ll look into it for you ASAP.
I purchased pharmacy products, but still haven’t received an email saying that my order has been dispatched?
If you filled in a form to purchase medication from our pharmacy, our Pharmacist needs to 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 check your answers and will do so by emailing you. To avoid any delays in receiving your items, make sure you check your inbox, or spam folder.
I'm 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 you get this error, you need to contact your bank. We've chosen to add 3D secure check as an extra layer of protection to prevent fraudulent transactions, to keep you safe when ordering online. If the page is stuck at loading, this can typically be fixed by clearing your browsing history and cookies or switching to a different device.
Can I add or remove an item from my order?
Unfortunately, once an order has been placed, we cannot change the contents. If your order has not been dispatched, please contact our Customer Support team via info@medino.com to cancel your order. If your order has already been dispatched, you may be able to reject or return the order. For more information, please read our returns policy.
Can I change the delivery address?
You can change the delivery address, up until the order is dispatched. Once dispatched, we’ll have already sent the address to a third party courier (such as Royal Mail), so unfortunately we won’t be able to change the address after this point.
I just received my product – why does it look different to the picture on the site?
We're always working to make sure our pictures are as up to date as possible however brands will sometimes reformulate or rebrand their products without notifying us. If anything has changed in the formula, or if you are not happy with the product you have received, please let us know at info@medino.com and we'll sort it out as soon as possible.
My order arrived damaged. What should I do?
We are so sorry to hear that you have received a damaged order!
Please send over clear photos of the items you have received as well as photos of the outer and inner packaging to info@medino.com. This will tell us more information as to why this may have happened, what we can do to improve and will also allow us to raise the issue with the courier.
Once we have received photos, we will be able to offer a refund or replacement depending on stock availability. We are typically able to resolve these issues within 24 hours of receiving the report.
There are items missing from my order. What should I do?
We are so sorry to hear that you have received an incomplete order!
Please send over clear photos of the items you have received as well as photos of the outer and inner packaging to info@medino.com. This will tell us more information as to why this may have happened, what we can do to improve and will also allow us to raise the issue with the courier.
Once we have received photos, we will be able to offer a refund or replacement depending on stock availability. We are typically able to resolve these issues within 24 hours of receiving the report.