aj hill

General Information

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We will organise distribution & shipping from our UK based pharmacies to the customer's home address or a suitable alternative. Please note that this policy applies to ALL orders we ship from us (the seller) to you (the buyer).

 

Please ensure you have provided the correct address at the online checkout or that the shipping address on your invoice is correct PRIOR TO PAYING - the shipping address submitted at checkout is what will automatically go to the courier for delivery. If the address needs amending after an order is placed or paid for, please let us know as soon as possible to avoid an error when delivering. If the item is delivered to an incorrect address and this was the address processed at checkout when you made payment, we are unable to retrieve or replace your item. We can enquire if DPD can retrieve the item but this will be at a cost to you.

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Items are dispatched with Special Delivery to ensure a speedy delivery. Once dispatched, your item usually arrives next day.

 

All medical items being delivered to you will have tracking numbers and your package will require someone to be available to accept the delivery / package. Your item does not need to be signed for and can be left on your doorstep, ina  safe space or with a neighbour if you are unable to accept delivery. The tracking details are sent to you the day before delivery via email - please ensure you check your junk mail. If shipped via APC, DPD or UPS, they will also confirm the delivery address, so please check this is correct. If there are any inaccuracies, please contact us immediately.

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Your order confirmation and tracking emails will provide you with the shipping / delivery address that your item is being delivered to. If this is incorrect, please contact us immediately. Your tracking link in those emails will give you different options should you need them. Once your item has been dispatched, we are unable to change the schedule of your delivery - only the customer can do so via their tracking link. You will have the option to request your package to be delivered to a collection point (usually a shop) or to leave your item in a "safe place" (e.g. back garden) via the tracking link you will have received. Please note that should there be any discrepancies with your delivery AFTER you have requested the delivery to be changed, we are unable to assist in collection or de-delivery or location of your item as we have shipped to the address provided & DPD will not intervene. If there are any discrepancies with your delivery after you have changed it's delivery schedule, please contact us in writing and we can use our discretion to assist you further.

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Deliver Costs

 

• UK - £4.99 for Special Delivery via APC, DPD, Royal Mail or UPS.

• Ireland - £4.99 for Special Delivery to a THIRD PARTY delivery company who specialise in delivering to Ireland. The THIRD PARTY delivery providers for Ireland include AddressPal, who liaise directly with you as the customer regarding your delivery. We will provide you with all the relevant documentation via email. Please note, we only ship to the THIRD PARTY delivery provider between Monday to Wednesday.

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Time Scale

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We aim for Next Working Day Delivery, where possible, within the UK. This is dependent on the time your form is reviewed, the time of your payment and the time of when the pharmacy dispenses your medication. None of our pharmacy suppliers ship on a Saturday or Sunday, so we are unable to deliver on Sunday or Monday.

 

Your product can arrive between Tuesday & Saturday, depending on your selected delivery days and time/day of order. Our next working day delivery cut off is 1pm once all checks & payment has been made.

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There are certain areas & postcodes where delivery may take longer. It can take up to 2 working days for Northern Ireland and postcodes: HS2, IM, JE, PA60 - 75, 78, ZE2, 3. It can take up to 3 working days for postcodes: KW16 - non Town, KW17 PH30, 41 - 44.

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Please note that due to the global shortage of these medications, it may take longer than usual to send your item. Please see the ordering page or email us for further details. Our checkout states up to 10 days for delivery but some items are quicker or may take longer.

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Delivery Enquiries

 

Any enquiries with your order / delivery must be made in writing via email - info@ajhillaesthetics.co.uk

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If you have any issues with delivery, please raise this with us in writing as soon as possible. The couriers we use operate a strict time frame for logging issues with delivery, whilst the pharmacies have a strict time frame for replacing any items. If we are not made aware of any issues with delivery within 7 days of your shipment date, we cannot guarantee resolving the delivery issue.

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All enquiries will be handled by our admin team during Monday to Friday, 9am-6pm.

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Delayed Delivery

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Like with most things in life, there can be an issue which can cause a delay with your delivery. We will do our best to assist and reduce further delay, however there is a process when dealing with delays. We have to liaise with your courier and this is not an instant result - it can take time to liaise with the courier and find a resolution depending on what the cause of the delay is.

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Some of the most common delays can be;

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Delivery attempted: The courier will attempt to deliver to your delivery address (the delivery address as shown on your Order Confirmation email). If there is no response, the courier will either return your order to the nearest depot for collection / redelivery, attempt delivery the following day or leave in your nominated safe place / neighbour (depending on the instructions you had set via your tracking email).

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Driver unable to find property: If you live in a rural area or in a property with a difficult to find entrance, please send us a picture via email of your property front (where the driver is supposed to deliver the item) or send us your location via WhatThreeWords. If the driver is unable to locate the property, the courier will either return your order to the nearest depot for collection / redelivery or leave in your nominated safe place / neighbour (depending on the instructions you had set via your tracking email) if they can find it.

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Address incorrect / incomplete: Please ensure your delivery address is complete and correct on your Order Confirmation email. The address in that email is the address that syncs with our couriers. We can amend this prior to shipment but once shipped, we cannot guarantee a change in time to enable the scheduled delivery - this may cause a delay to your item arriving.

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Other issues: Sometimes other issues occur, such as sickness, vehicle breakdowns, or a random unidentified issue at the depot. We will log a formal ticket / complaint with the relevant courier and seek a swift resolution from them.

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Delivery Address

 

Please ensure the delivery address is correct on your Order Confirmation email - for every order processed by us, you will receive a formal confirmation of your order via email. If you have previously used a different address or changed your address with us, please ensure this is reflected in each Order Confirmation email. This is the address that automatically syncs with our couriers. You will also receive a confirmation email on the day your item is expected to be collected by DPD, which also re-confirms the delivery address. You will then receive an email on the day of delivery from DPD confirming the delivery address. These are three opportunities for the delivery address to be identified as correct or incorrect - if the address needs amending, please let us know as soon as possible so that we can amend accordingly and reduce the risk of a delay to your order.

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If your order is delayed due to an incorrect address, we will endeavour to get the issue rectified as soon as possible. Please be aware that the time frame can be fluid, depending on the speed of response from the courier, pharmacy and any other third party; whether any returns need to occur; whether there is sufficient stock to replace an item (if applicable) etc. There are a lot of extenuating circumstances that can affect timing, but we will chase from our end as much as possible to ensure any issues are dealt with as promptly as possible.

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Damage in Transit

 

If any of your items are damaged in transit, please contact us immediately via email and we will investigate further for you.

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My item has not been delivered or has gone missing during delivery...

 

If any of your items have gone missing during transit or if your item is misplaced by the courier during delivery, we can start an investigation with DPD and submit an insurance claim to replace your package. This is a process that we have to follow and can take a little time, so we do ask for patience with us, the courier and the insurers.

 

We will do our best to assist, reduce delay and find a resolution - we will ensure you are not out of pocket due to a missing package.

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We require ANY item delayed or lost during transit / delivery to be reported within SEVEN (7) days of the shipment date/day in WRITING - the insurers only accept claims within that time frame AND they also require proof from the customer via writing e.g. a copy of the email you send to us to communicate that your item is missing / delayed - items highlighted as missing or lost or delayed AFTER this timeframe cannot be guaranteed to be covered by the insurers or guaranteed to be investigated by the courier, and we will therefore be unable to compensate you for your order (e.g. DPD will not investigate after 7 days, meaning the insurance cannot be submitted without the courier investigation taking place).

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Depending on the type of evidence required by the insurers, your claim may take between two working days or up to fourteen working days. If they require, for example, a police report due to your item being stolen from your doorstep after delivery, this will need to be submitted by you as the "victim" of the crime and then sent to the insurance company.

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Once compensation has been authorised and payment has been made by the insurer's to us, we can then place a new order with one of our pharmacy partners and get a new order shipped for you - our pharmacy partners, like any retailer or seller of a product, will not send out a new product without payment first based - unfortunately there cannot be an acceptance that the item has gone missing in "good faith" - the appropriate process and payment must be actioned BEFORE a new item can be purchased and shipped, just like any other industry where an item is covered with insurance.