Global Shipping: We offer worldwide shipping with reputable national and international carriers. Every parcel includes online tracking. Service level and price are shown at checkout based on weight, dimensions, contents, and destination.

• UK Services: Royal Mail, DPD, UPS, DHL and other reliable networks (Standard, Expedited, Next-Day options where available).
• International Services: Express and economy options depending on destination and item class (medical devices may require specific carriers).
• Handling of Medical Devices: Some products require adult signature or ID verification at delivery.

Orders placed Monday–Friday before 12:00 noon (UK time) usually dispatch the same day. Orders after this cut-off, weekends, and UK public holidays dispatch the next working day.

• Stocked Items: Prepared and dispatched promptly after payment verification.
• Bulk/Fragile Items: May require an extra working day for packaging and carrier coordination.
• Pre-Order / Special Order: Estimated dispatch dates will be confirmed by email.

Tracking details are emailed once your parcel is handed to the carrier. Delivery windows depend on your chosen service and destination.

• UK: Standard 2–3 working days; Next-Day available to most postcodes (order before noon).
• Europe & North America: Typically 3–5 working days for express; economy options available.
• Rest of World: Typically 5–10 working days for express; timing varies with customs clearance.

Signature on Delivery: Some shipments require a signature. If undeliverable, the carrier will leave a card or attempt redelivery/collection.

Personal Collection: You may collect your order from our Leeds site by appointment. Please contact us to schedule a time so we can prepare your item and paperwork.

• Location: SelfiMed UK, Twenty4 Secure Storage, Leeds, LS12 4HP, United Kingdom.
• What to bring: Order confirmation and a photo ID. For business orders, bring your company details.

Who pays? For deliveries outside the UK, the recipient (buyer) is the Importer of Record and is responsible for all local import charges. Unless explicitly stated otherwise at checkout, shipments are sent on a DAP basis (Delivered At Place): local duties/taxes are not included in your checkout total.

• Possible charges: Import duty, VAT/GST/sales tax, brokerage/clearance fees, remote-area surcharges, storage or inspection fees.
• When charged: Typically requested by the carrier (e.g., DHL/UPS/FedEx/DPD) before or at delivery; sometimes payable to your customs office for release.
• Documentation provided by us: Commercial invoice and packing list. Any permits, licences or prescriptions required by your local authority are the buyer’s responsibility.
• Customs checks/KYC: You may be asked for ID, tax number (e.g., EORI/VAT), or extra information to clear medical equipment.

If fees are unpaid or assistance is not provided: The carrier may return the parcel or mark it abandoned by customs. In such cases:

• If returned to us in good, resalable condition, we will refund the product price only. Original shipping, return freight, customs handling and any carrier fees are non-refundable and may be deducted.
• If customs abandon or dispose of the parcel, we cannot refund.

Returns across borders: If you have already paid duties/taxes and then return goods internationally, your local authority may allow you to claim back some charges. This process varies by country and is handled directly with your customs office; we can provide proof of export/return where available.

Before you order: Please check local rules (product admissibility, medical device restrictions, and any prescription requirements) and estimate duty/tax to avoid surprises.

Typical timelines: UK Standard 2–3 working days from dispatch; UK Next-Day for orders before noon; International Express usually 3–5 working days. Customs clearance or remote areas can extend delivery. You will receive a tracking link by email as soon as your parcel is dispatched.

If you refuse delivery or do not pay customs, the carrier may return the parcel to us. International returns can take up to 3 months. Once received back in good, resalable condition, we will refund the product price only. Original shipping and any carrier return/handling fees are non-refundable and may be deducted.

If customs/duties were already paid, cross-border returns are typically not accepted due to duplicate charges. Please contact us first so we can advise on the correct process and documentation.

Please inspect your parcel on arrival. If damaged, notify us within 7 days with photos of the packaging and product so we can raise a carrier claim and arrange a replacement or refund where applicable.

• Loss / Non-Delivery: Report missing shipments promptly. We will investigate with the carrier and keep you updated.
• Insurance: High-value medical equipment may be shipped with enhanced insurance and signature confirmation.

Ensure your delivery address, contact number, and email are accurate. We cannot reroute parcels once in transit. Some destinations or addresses (e.g., PO Boxes, military bases, sanctioned regions) may be restricted for medical devices or certain carriers.

• Business Deliveries: Include company name and receiving hours.
• Remote Areas: Transit may take longer; surcharges may apply (shown at checkout where possible).

Need help choosing a service, confirming timelines, or preparing customs paperwork? Get in touch — we’re happy to assist.