Our most frequently asked questions, all in one place.

How long until my order ships?

Please note that our delivery timeframes are based on working days only and do not include weekends or Bank Holidays.

We aim to dispatch all orders within 48 working hours, this can be longer during peak times.

Once your order has been dispatched, you'll receive a shipping confirmation email with a live tracking link included.

I haven't received any confirmation, but I have been charged for this order. 

Please ensure you check your junk mail, and add us to your safe senders list so you can receive future communications from us. Please note if any typos are in your email address you will not receive the confirmation email. Please get in touch with your name, delivery address and date of purchase and we'll be able to find your order. 

I'm having problems with the tracking

For UK orders, tracking can sometimes take up to 24 hours to get going once a package leaves us. 

For international deliveries, we recommend checking your tracking number on your country’s local postal service for additional information. The interface may vary depending on the courier, however, as an example, this is how it would look:

 If your tracking number has not been updated in the last 72 working hours (three working days), or has not been updated at all since the order was placed, email [email protected] for assistance. 

I did not receive my order, what can I do?

If your item is marked as delivered on tracking, but you haven't received it, please get in touch confirming the below:

- Your delivery address. 

-Your order number

- That another member of your household has not signed for the delivery on your behalf. 

- That a neighbour has not signed for the delivery on your behalf. 

- You have checked any safe places that your parcel may have been left. 

I have entered the incorrect delivery address. 

For security reasons, shipping carriers have strict policies and shipping rules in place to protect customers' data. Due to this, we are unable to edit a delivery address once an order has been fulfilled. 

Note: Please be aware that Dr. Sam’s cannot be responsible for orders sent to an incorrect delivery address provided by the customer.

I won't be home for my delivery. 

You can update your delivery preferences on your tracking link. In case of a failed delivery attempt, the carrier may attempt redelivery. Please note that if the courier is unable to deliver your order, this will be returned to us. add courier

My order was returned to sender

When an order is returned to us, we are unable to re-send the order and a refund will be processed. You will need to re-order using your preferred shipping details. 

Wrong / Missing Item 

If your order is missing an item, or if you received an incorrect item; please get in touch with an image of your parcel and the item(s) received as per the example below. Also send us a picture of your parcel with the shipping label clearly visible (including any signs of re-packing or damage to the box). 

Will I be liable for duties and taxes when my order arrives?

European Union orders will not incur any tax or duty charges upon delivery. Duties & Tax are prepaid (DDP) and included at checkout. If you are contacted by your local customs office and asked to pay any fees please contact us.

For non-EU orders, tax and duty are not included in the purchase price and may or may not be charged depending on your local customs regulations. Please visit your local post or customs site for accurate information. These are entirely the responsibility of the customer and we are not responsible for delays or issues in your shipment clearing customs.

I still need help with Shipping & Delivery

Get in touch with us at [email protected] with your order number, and your query, and we'll be able to