Frequently Asked Questions

What is medino?

We're the UK's new digital retailer of healthcare products, skincare products and everyday essential toiletries. At medino, you can access more products than you’d find in a typical high street pharmacy (for even better prices) and order everything you need from the comfort of your own home. Find out more about us here.

Is shipping free?

All orders over £15 will get our standard shipping for free – and for just £1.50 more, you can upgrade to next day delivery. If your order is over £25, you’ll get next day delivery for free!

If your order is under £15, here’s our delivery charges:

Royal Mail Tracked (2-3 working days): £3.50

Royal Mail Tracked 24 (1-2 working days): £5.00

DX Tracked 24 (1-2 working days): £5.00

Can I place an order over the phone?

No – unfortunately, we can’t process orders over the phone. We’re focused on creating a great digital pharmacy experience, so that you can order all your health, beauty and skincare needs online with fast delivery.

Where is my parcel?

After you place your order, we’ll send you an email when it’s been dispatched. In that email, you’ll be provided with a tracking link where you can follow the parcel: please use this link to check for updates 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 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.

Why haven’t I got an order confirmation?

If your payment went through but you still haven’t received a confirmation email, it might be that the email address for your order is spelt incorrectly. Please contact our Customer Care team by sending us an email at info@medino.com 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 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 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 its specific product page. If your item is out of stock, it’ll say so there and you won’t be able to add the product to your basket. We get stock in very quickly and reorder items regularly, so unless your product has been discontinued we promise it’ll probably be in stock soon!

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.

Can I change my order?

Once an order has been placed, it can’t be changed. Please contact the Customer Care team at info@medino.com if you’d like to cancel your order – but please be aware that we can’t cancel an order that’s already been dispatched.

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.

Do you ship outside the UK?

No: unfortunately, we don’t ship outside of the UK. We’re a UK based business and for now, we’re totally focused on giving our customers in the UK a better pharmacy experience.

I just received 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 exactly what you’re buying.

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

How do I contact the Customer Care team?

If you have any questions about your order or our service, the easiest way to contact us is to email us at info@medino.com. You can also speak to our Customer Care team on 0208 089 4210. 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 our pharmacy, please send an email to pharmacy@medino.com. Alternatively, you can call 0203 769 9164 and ask to speak with a Pharmacist. Our pharmacy line is open from 9am - 6pm, Monday to Friday.

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