Products excluding Interiors items

We will take all reasonable steps to deliver your products within the periods set out in our Shipping Information area. However, delivery times are subject to stock availability, and to possible delays due to credit card authorization, compliance with customs controls and other factors outside our control. We will advise you as soon as practicable if there is a delay or likelihood of delay in the supply of products. If the products cannot be delivered within 30 days of your order, we will notify you of this delay and you may either cancel your order or agree a further delivery time with us. Please note that delivery of your order may take longer during sale or other busy periods.

We can only ship to countries featured in the shipping list on our Shipping Information page. Please note that we do not ship to PO Boxes.

If an incorrect destination country is selected during the checkout process, or the address entered doesn’t correspond to the country selected, we will cancel your order and notify you by e-mail. In the interest of security, we reserve the right to dispatch the product(s) purchased on this site to the billing address belonging to the credit card used as payment and not to the nominated delivery address supplied by you.

You will need to ensure somebody is available to sign for receipt of the products at the delivery address. If there is nobody at the delivery address to take delivery and sign for the products, you can contact the courier to arrange a new delivery time. We cannot be responsible for any delivery problems arising from incomplete or incorrect address details supplied by you.

Delivery of an order shall be completed when we deliver the products to the address detailed in your order and the products will be your responsibility from that time. You own the products once we have received payment in full, including all applicable delivery charges. If you prevent delivery of the products by, for example, failing to supply the courier or your local customs, tax office with necessary information or documentation, or failing to pay local customs, taxes or courier’s administration fees so your package is returned to Branch Brook Pharmacy, any resulting return postage or courier’s administration fees incurred will be deducted from the amount refunded to you in respect of that order.

Interiors Items

You are responsible for collecting Interior items from the applicable item location as indicated in the item’s description on our website, and for arranging and paying for the packaging, shipping, duties and insurance for the item to reach you at your delivery destination address provided in the checkout. You must coordinate the collection of Interior items with our Interiors team. Responsibility for Interiors items (including risk of loss or damage) passes to you at the time you collect the item from our premises or at the time we hand the item to your designated courier at our premises. If you or your courier undertake packing of the Interiors item at our premises, you are also responsible for the item during this time. Interiors items are excluded from any delivery promotions on our website. Please refer to our Interiors Shipping Policy.

Click & Collect

Please note that Click & Collect does not apply to Interiors items. Please refer to the Interiors Shipping Policy.

You can also order your products for delivery to one of our eligible shops, a list of which can be found on our Click & Collect page.

We will send you a despatch confirmation letting you know your order is ready for collection at the shop you selected. You will need to collect your order from our shop within the timescale specified in our despatch confirmation or, if no timescale is specified, within 14 days of our notice that your order is ready for collection unless we agree a longer collection period with you.

If you are having your products shipped to one of our shops, when collecting your order you will need to present both:

Your order confirmation (either printed or on a phone or tablet device) AND

A valid photo ID (passport or driving license only) or the debit/credit card used to pay for the order.

For PayPal and e-voucher orders you will need to bring a photo ID (passport or driving license).

If you authorise somebody else to collect the products from our shop on your behalf, they will also be required to present the information above. Please note, the valid photo ID is yours not the person collecting the order.

If you fail to collect your order within these timescales, your order will be returned to our warehouse and will no longer be available for collection. We will automatically refund the original purchase price of your order. Please refer to our Refund Policy below.