Last updated: 10 July 2026
This Shipping and Delivery Policy applies to orders placed directly through the Lotus Weight Loss Clinic website.
Where we deliver
We currently deliver to valid residential and workplace addresses within the United Kingdom, subject to product restrictions and courier coverage.
We cannot deliver to:
- PO Boxes
- InPost or other parcel lockers
- Poste Restante addresses
- Collection Point addresses
- Postal pickup-only addresses
- Addresses outside the United Kingdom
Prescription medication must be ordered for and delivered to the patient for whom it has been prescribed.
You are responsible for providing a complete and accurate delivery address when placing your order.
Delivery cost
Standard UK delivery is provided free of charge unless a different delivery charge is clearly displayed on the relevant product page or during checkout.
Delivery service
Our standard delivery service is Royal Mail Tracked 24.
Royal Mail Tracked 24 aims to deliver on the next working day after dispatch, but this is an estimated delivery timeframe and is not guaranteed.
Delivery may take longer because of:
- Weekends or bank holidays
- Royal Mail delays or disruption
- Severe weather
- Exceptional demand
- Remote delivery locations
- Incorrect or incomplete address information
- Failed delivery attempts
- Circumstances outside our reasonable control
Prescription order processing
Orders containing prescription medication must be reviewed and approved by a qualified prescriber before they can be dispensed or dispatched.
After you submit your consultation or repeat-order request:
1. Our clinical team will review the information you have provided.
2. We may contact you if additional information or clarification is required.
3. If treatment is clinically appropriate, a prescription will be issued.
4. The prescription will be sent securely to our partner pharmacy.
5. The pharmacy will dispense, package and dispatch the medication.
Our clinicians normally aim to review suitable orders promptly and within 24 working hours.
Our pharmacy partner will then aim to dispense and prepare approved orders as soon as possible, normally within one further working day.
These are estimated processing times and are not guaranteed. Processing may take longer during particularly busy periods or where additional clinical information is required.
Placing and paying for an order does not guarantee that a prescription will be issued.
Dispatch cut-off times
Where an eligible order has been clinically approved and is ready for pharmacy processing before 11am on a working day, our pharmacy partner will aim to process it as quickly as possible.
Orders approved or received after the relevant cut-off may be processed on the following working day.
Same-day dispatch is not guaranteed.
Dispatch confirmation and tracking
We will send you a dispatch confirmation email when your parcel has left the pharmacy or fulfilment centre.
This email will normally contain Royal Mail tracking information. It is your responsibility to monitor this tracking and make suitable arrangements to receive or collect the parcel.
Please check your junk or spam folder if you have not received the dispatch email.
Receiving your parcel
Orders are delivered in discreet, plain packaging with minimal external information.
A signature or photograph may be required as proof of delivery. The person receiving or signing for the parcel does not necessarily need to be the named patient, provided it is delivered securely to the address supplied.
Royal Mail may offer options to:
- Rearrange delivery
- Redirect the parcel
- Leave it in a nominated safe place
- Leave it with a neighbour
- Send it to a local Post Office branch
Any delivery instructions provided directly to Royal Mail are your responsibility. Please consider the nature of the product, including whether it is temperature-sensitive, before requesting redirection or safe-place delivery.
Temperature-sensitive medication
Temperature-sensitive medicines are dispatched using appropriate insulated cold-chain packaging designed to maintain suitable conditions for up to 48 hours from the point of dispatch under expected UK delivery conditions.
Gel packs may feel frozen, cold, cool or warmer by the time the parcel arrives. This does not necessarily mean that the medicine has been stored incorrectly.
You are responsible for:
- Monitoring the tracking information
- Being available to receive the parcel
- Collecting it promptly following a missed delivery
- Opening the parcel promptly once received
- Following the storage instructions supplied with the medicine
If a temperature-sensitive medicine arrives more than 48 hours after dispatch, appears damaged or you are concerned about its condition, contact us before using it.
Do not discard the medicine or packaging unless instructed to do so, as these may be required for an investigation.
Missed or failed delivery attempts
Where Royal Mail attempts delivery within the expected cold-chain period but nobody is available, the parcel may be taken to a local delivery office or another collection location.
You should collect or rearrange delivery as soon as possible.
We cannot guarantee the condition of temperature-sensitive medication where delivery hasbeen delayed because:
- Nobody was available to receive it
- The delivery was refused
- The address provided was incorrect or incomplete
- The parcel was not collected promptly
- Delivery instructions caused the parcel to be redirected or left elsewhere
Any replacement or refund request will be considered in light of the tracking information, delivery circumstances, product stability information and your statutory rights.
Delayed or lost parcels
Royal Mail delivery estimates are not guaranteed.
If tracking has not updated or your parcel has not arrived, contact us and we will investigate with Royal Mail and our partner pharmacy.
For prescription medication, where a parcel remains undelivered and unavailable for collection seven days after dispatch, we will ordinarily arrange an equivalent replacement once the circumstances have been reviewed.
Where a replacement prescription is clinically required, this remains subject to approval by a qualified prescriber.
If both an original parcel and a replacement parcel are subsequently delivered, you must contact us immediately. Any medicine that is no longer required should be taken to a local community pharmacy for safe disposal.
Damaged, opened or incorrect parcels
Please contact us promptly if:
- The external packaging is significantly damaged
- The parcel appears to have been opened or tampered with
- An item is missing
- You receive the wrong product or dose
- A medicine or product appears damaged or faulty
Please retain all packaging and products. We may request photographs, batch numbers,
expiry dates or other information to support our investigation.
Do not use a medicine that you believe may be incorrect, damaged or unsafe.
Address changes
Please check your address carefully before submitting an order.
Contact us immediately if you notice an error. We will make reasonable efforts to update the address, but we cannot guarantee that an address can be changed once an order has been clinically approved, sent to the pharmacy or dispatched.
We are not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer.
Pre-orders and out-of-stock products
Some products may be offered for pre-order before stock becomes available.
Where this applies, the expected dispatch date will be clearly displayed on the relevant product page or communicated to you separately. Any date provided is an estimate and may change because of stock availability or circumstances outside our reasonable control.
If a product is unexpectedly out of stock, we will contact you to discuss the available options, which may include waiting for stock, selecting an appropriate alternative or receiving a refund.
Prescription medication will not be substituted without appropriate clinical review and your agreement.
Contact us about a delivery
For delivery enquiries, contact:
Email: support@lotusweightloss.co.uk
Telephone: 02921 151055
Telephone opening hours: Monday to Friday, 12pm to 3pm
Online: Complete the Contact Us form on our website
Please provide your full name, order number and Royal Mail tracking number where available.
