Shipping, Delivery & Customs Policy

We ship via Royal Mail, DPD, UPS, DHL and other reliable networks. Standard, Expedited and Next-Day options are available where the service is offered by the carrier for your postcode. Service level and price are shown at checkout based on your basket and delivery address.

We ship worldwide via UPS, DHL, FedEx, DPD and Royal Mail International. Express and economy options are available depending on destination and item class. Some medical devices may require specific carriers or additional documentation — our team will advise if this applies to your order.

Free UK delivery is available on qualifying orders — check the cart or product page for the current threshold. It is applied automatically at checkout; no discount code is required. For orders below the threshold, shipping is calculated based on weight, dimensions and destination.

Some medical device shipments require an adult signature or ID verification at delivery due to carrier or regulatory requirements. You will be notified at checkout if this applies to your order.

Orders placed Monday to Friday before 12:00 noon (UK time) are usually dispatched the same day. Orders placed after this cut-off, over weekends, or on UK public holidays are dispatched the next working day.

"In Stock" on our website indicates physical availability at our Leeds depot (LS12 4HP). These items are prepared and dispatched promptly after payment verification. All inventory is held and dispatched from this single UK facility.

Large, fragile or bulky items (such as hospital beds, hoists or patient monitors) may require an extra working day for safe packaging and carrier coordination. Pre-order or special-order items will have an estimated dispatch date confirmed by email at the time of purchase.

UK Standard: 2–3 working days from dispatch  |  UK Next-Day: Orders placed before 12:00 noon Mon–Fri
Europe & North America: 3–5 working days (express)  |  Rest of World: 5–10 working days (express)

Customs clearance and remote areas can extend delivery times beyond these estimates.

A tracking link is emailed to you as soon as your parcel is handed to the carrier. Click the link to view the latest status directly on the courier's tracking page. If you have not received a dispatch email within 2 working days, check your spam folder and then contact us with your order number.

Tracking help: info@selfimed.com

Use the tracking link from your dispatch email to check the latest status. Most couriers will automatically attempt re-delivery or leave your parcel at a nearby collection point. You can usually rearrange delivery directly through the courier's tracking page. Email us at info@selfimed.com with your order number if you need further assistance.

You may collect your order from our Leeds site by appointment only. Contact us to schedule a time so we can prepare your item and paperwork before you arrive.

Location: SelfiMed UK, Twenty4 Secure Storage, Leeds, LS12 4HP, United Kingdom
Phone / WhatsApp: +44 7802 644820
Email: info@selfimed.com

Bring your order confirmation email and a photo ID. For business orders, also bring your company details (company name and registered address). Collections without prior appointment and correct documentation may not be fulfilled on the day.

All international orders are shipped on a DAP (Delivered At Place) basis. Import taxes, duties, customs clearance fees, and any local charges are not included in the product price or shipping cost and must be paid by the recipient upon import. The shipping carrier or customs authority may contact you to request payment or additional documentation — please respond promptly to avoid delays.

We provide a commercial invoice and packing list with every shipment. Any permits, licences, or prescriptions required by your local authority remain the responsibility of the buyer. Local customs may request identification, tax numbers such as EORI or VAT, or additional documentation to clear medical equipment — this is a regulatory requirement outside of our control.

If a parcel is refused or returned to us in good, resalable condition (due to customs refusal, uncollected from depot, or address issues), we will refund the product price only. Original shipping costs, return freight, customs handling fees and any carrier fees are non-refundable and may be deducted from the refund.

If customs seize, abandon or destroy the parcel, no refund can be issued. Customers are responsible for ensuring medical items are permitted for import into their country before ordering.

If you return goods internationally after delivery, any import taxes or duties already paid are subject to your local authority's refund process. This varies by country and must be handled directly with your customs office. We can provide proof of export or return documentation where available.

If your item arrives damaged, please report it within 48 hours of delivery. Email info@selfimed.com with your order number, a description of the damage and clear photos. This is essential to enable us to raise a claim with the carrier and arrange a replacement or refund.

If your tracking shows no movement for more than 5 working days (UK) or 10 working days (international) beyond the estimated delivery date, contact us and we will investigate with the carrier. Lost-in-transit claims are subject to carrier investigation timelines, which typically take 5–10 working days.

Contact: info@selfimed.com  |  +44 7802 644820

Address changes are possible only before dispatch. For security, we cannot reroute shipments once in transit. If you made an error, contact us immediately by phone or WhatsApp at +44 7802 644820 — do not rely on email alone for urgent pre-dispatch changes.

If a parcel is returned to us because an incorrect address was provided at checkout, re-delivery will be arranged at the customer's cost. Any carrier surcharges for failed delivery attempts or address correction fees are also the customer's responsibility.

We are unable to ship to destinations subject to UK or international trade sanctions, or where carriers do not operate services. If your country is not available at checkout, please contact us and we will advise on alternative arrangements where possible.

Phone / WhatsApp: +44 7802 644820  |  +44 330 133 2808
General enquiries: info@selfimed.com
Technical / compliance: support@elarixmedical.co.uk
Contact form: selfimed.com/pages/contact-selfimed-uk

Elarix Medical Ltd (SelfiMed UK) — Depot & Returns
c/o Twenty4 Secure Storage
Leeds, LS12 4HP, United Kingdom