Delivery Information

You asked, we listened. We have improved our delivery options to ensure that ordering with Fox is as convenient as possible for our customers.

Flexible In-flight Delivery Options:

Not going to be in or need your parcel delivering to another location? Fox customers can now amend their delivery details In-flight. For added flexibility, our customers can now:

    • Deliver To Neighbour

    • Deliver To Shop

    • Change Delivery Date

Receipt of Orders:

If your driver attempts delivery and you are not available to accept the parcel, your order will now automatically be delivered to a local Pick-Up Shop, for collection at your convenience.

Please Note: This delivery option is only available for compatible parcels where the customer’s mobile number and email address has been provided to supply a delivery change notification.

Customers are responsible for checking and confirming the delivery address for every order placed, to ensure the safe receipt of all products purchased via Fox Pharma.

Fox Group International will not be held liable for any failed deliveries or delays in receiving your order via our third-party courier and it is the customer’s responsibility to make arrangements with the courier for redelivery or collection from depot (if available).

*Cold Chain Products*

Cold chain products such as toxins will need to be collected from a neighbour or pick up shop within 24 hours to maintain the integrity of the cold chain.

Tracking:

To track your parcel and amend your order details, download the DPD app. To ensure accurate delivery, we recommend downloading the What3words app to find your precise location co-ordinates, so you never miss a parcel from Fox.

See below for more information:

UK Deliveries:

All orders placed before 6pm Monday to Thursday will be sent with our standard Next Day delivery service with DPD, excluding on Sundays or Bank Holidays.

Orders placed between 6pm Thursday and 6pm Friday will be dispatched on our Next Day Saturday Delivery service only. This service will be the only option available at checkout. This is to ensure that our pharmacy can manage processing orders efficiently and account for any refrigerated items that require temperature control until received by the consignee. Our standard Next Day delivery service can be made via our Customer Service team to process on Monday for Tuesday delivery upon request.

    • Next Day by 10:30 am or 12 pm services are available as upgrades for an additional fee.

    • Next Day by 10:30 am or 12 pm services are subject to location.

    • If you change the delivery address on the DPD app on the day the parcel is due to be delivered, we are unable to guarantee that your parcel will arrive that day.

Europe & Overseas Deliveries:

For Europe and overseas orders, please allow 3-5 working days for your products to arrive as standard.

Over 98% of parcels dispatched using DPD and DHL will arrive on time, but inevitably there are times when the third-party couriers fail to deliver. Under such circumstances, Fox Group International cannot be held responsible for consequential loss or damages for delays in delivery.

Product Protection:

We offer Product Protection on all parcels for an additional fee. The fee ranges from £3-£5 per order, depending on the total order value. This covers your order when in the hands of the courier.

If you purchase Product Protection and your parcel is damaged, lost or delayed (meaning the cold chain is broken), Fox Group International will replace the goods as quickly as possible to avoid any further delays. If you choose not to take out Product Protection cover, the customer will need to open an investigation with DPD. This can be a lengthy process, with no guarantee that the full amount will be paid back to the customer, as DPD will only insure parcels up to the value of £100.

Fox Group International highly recommends that customers purchase the additional cover to provide peace of mind.

Items Requiring Refrigeration (Cold Chain):

For any failed delivery of orders containing cold chain items, a redelivery or collection from the third-party local depot must be arranged within 72 hours from dispatch, whilst the items are still within the refrigeration temperature range so as not to break the cold chain.

Fox Group International will not be held liable for any cold chain orders that have been collected outside of this timescale and will not issue any refund or replacement of stock that is received outside of this window. Customers must consider this when placing an order in advance of a weekend or a Bank Holiday.

Customers who have opted to collect their delivery from a neighbour or Pick-Up-Shop will need to collect their order within 24 hours to maintain the integrity of the cold chain.

Returns Information

If you receive a faulty, incorrect or unfit for purpose product, please do not dispose of the product. If the product is disposed of, Fox Group International will not be able to refund or replace the product. Please contact our Customer Service team immediately and they can advise on next steps.

We are unable to accept returns unless they are deemed:

    • Faulty

    • Incorrect

    • Not fit for purpose

Once the products have left our supply chain, we are unable to assure that the products are of acceptable quality and have been stored as per manufacturer’s advice. In the interest of patient safety, returned products would not be able to be resold.