Out of stock items: From driver shortages to brexit paperwork and many other challenges, our suppliers have a lot to balance right now, but they are working hard to keep us supplied. It's possible over the coming months there may be some shortages so please bear with us.

Deliveries

Orders are sent by Royal Mail second class postage, to orders to addresses in the United Kingdom and Republic of Ireland. We aim to dispatch goods within 7 days of the order being placed for UK and ROI orders. Whilst we put your items in the post as soon as we can, we are a very small charity so the shop only operates part-time and we appreciate your patience. There may be delays due to the above issues and deliveries can take up to 21 days. We are unable to guarantee that orders placed after the first week in December will reach you in time for Christmas Day.

Overseas orders including sharps

We are currently unable to send our injection kits overseas. Overseas orders may attract customs related charges that the receiver is responsible for as we are unable to estimate these prior to sending. To avoid disappointment please check that the country of residence does not have any restrictions on the types of products you are ordering. Read about country rules. We are unable to provide refunds for items blocked by customs.

USA and China: We are unable to deliver any items to China due to customs restrictions. We're unable to deliver goods to the USA due to the terms of our insurance.

Returns 

We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered please:

1. Contact our enquiries team and request a return form.

2. Complete the returns form

3. Place your items in their original packaging together with the completed returns form within 14 days of the date of receipt of the form.

4. Address your package to our fulfilment provider Alex TLC, 45 Peckham High Street, London, SE15 5EB.

5. Request Proof of Postage when depositing your items with your chosen delivery service. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. Please note that the costs for returning the item to us are non-refundable.

Cancellation Policy

If you order online you have the legal right to cancel your order within fourteen days of receipt of the goods. If you wish to make a cancellation for physical goods please contact our enquiries team straight away. If we have not yet despatched your items we will usually process a refund for you and cancel the despatch. If we have already despatched the items, you will be able to exercise your legal cancellation rights by returning the goods you ordered at your own cost and in a re-saleable condition by following the above return instructions.

Bulk Orders (NHS/HSE)

Our charity welcomes bulk orders from NHS Trusts/HSE bodies. The minimum order value is £300 excluding delivery. Delivery is charged at a flat rate of £25 for UK and £40 for Republic of Ireland. For orders worth less than £300, please order online using a credit or debit card. For orders valued at over £300 please email our enquiries team in the first instance. You will be provided with an invoice, within 7-14 days. Once the invoice is settled in full, email email our enquiries team with payment confirmation and the goods will be despatched.

Syringe Refill Packs

We are no longer able to provide syringes/sharps or emergency kit refills. Royal Mail’s conditions of carriage no longer permit us to send sharps through the post without them being enclosed in a case. We have, however, reduced the price of the kits to make them better value and to ensure that they can be transported safely through Royal Mail.

Privacy Policy
We do not store credit card details and we only share customer details with 3rd parties who work on our behalf to fulfil the dispatch of goods or handle payments. Read our full privacy policy.

Contacting The Shop

Send a message to our shop team

The shop is operated part-time and orders are sent out weekly, usually on a Monday. Our fulfilment partner is: Alex TLC, 45 Peckham High Street, London, SE15 5EB. Our registered address is: ADSHG, Starling House, 1600 Bristol Parkway North, Bristol, BS34 8YU.