Orders & Delivery

When will I receive my order?

New patients: After your consultation is submitted, our clinical team will review your prescription request within 48 hours. Once approved, your order is dispatched. You should expect to receive your medication within 3 days of payment being taken. You will receive an email with a tracking reference once your order has been dispatched. Returning patients: Your order dispatch date is visible in your account dashboard. You will receive a tracking notification when your order is on its way. If a week has passed since your expected dispatch date and you have not received a tracking email, please contact us at [email protected].

What shipping method do you use?

Evernu uses DPD and Royal Mail for all deliveries. You will receive a tracking link by email once your order has been dispatched. Use this link to monitor your delivery and update your preferences with the courier directly if needed.

How do I change my delivery date?

You can adjust your delivery date from your account dashboard at any time, provided you do so at least 2 working days before your scheduled dispatch date. Changes made after this cut-off may not be possible to action before your next dispatch. To change your delivery date: 1. Log in to your Evernu account. 2. Select the treatment you would like to adjust. 3. Select Change delivery date. 4. Choose your new date and confirm.

How do I change my shipping address?

You can update your delivery address in your account at any time. To take effect for your next delivery, changes must be made at least 3 days before your dispatch date. To update your address: 1. Log in to your Evernu account. 2. Select the relevant subscription. 3. Click Edit beside your current shipping address. 4. Enter the new address and save.

How do I update my delivery once dispatched?

Once your order has been dispatched, use the tracking link provided in your dispatch email to contact the courier directly. Both DPD and Royal Mail allow you to: - Redirect to a neighbour or safe location - Deliver to an alternative address - Arrange collection from a local depot or post office - Change the delivery day

Why is my order sent every 28 days?

In clinical practice, a "month" of medication is standardised to 28 days (4 weeks) rather than a calendar month. This is consistent with NHS repeat prescribing guidelines, which recommend a 28-day interval as the optimal balance of patient convenience, clinical safety, and minimising medication waste. As a result, your delivery date will shift by approximately 2 days per calendar month. We are unable to fix deliveries to the same date each month.

Is your packaging discreet?

Yes. All Evernu orders are dispatched in plain, unbranded outer packaging. Where the size of the item allows, we will attempt to deliver through your letterbox.

I haven't received my order — what should I do?

If you have a tracking number: Check the latest status using the link in your dispatch email. If there has been no courier update for more than 48 hours, contact us at [email protected]. If you have not received a dispatch email: This may indicate your identity verification is pending. Check your inbox for an email with the subject line "Action Required" and follow the instructions. If a week has passed with no dispatch confirmation: Contact our support team directly — there may be an issue with your account.

I'm missing an item in my delivery

Orders may occasionally be dispatched in separate parcels if you have multiple items. You will receive individual tracking numbers for each. If you have received one parcel but not the other, please wait 24 hours before contacting us — the second parcel is usually on its way. If an item is missing after 24 hours, contact [email protected] with your order details.

There's a problem with my order

If there is an issue with your order — wrong medication, wrong dosage, wrong quantity, or damaged packaging — contact [email protected] immediately. Please include: - A photo of the issue - Your prescription label (if available) Do not use medication if the packaging is compromised or the product appears damaged.

Royal Mail Safeplace delivery guidelines

Bank holiday delivery information

Orders are not dispatched on UK Bank Holidays. If your scheduled dispatch date falls on a Bank Holiday, your order will be sent on the next working day. If you are expecting a delivery around a Bank Holiday period, we recommend checking your delivery schedule in your account and adjusting your date in advance if needed.