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SHIPPING POLICY Thank you for visiting and shopping at E-Drug.co.uk, a service by 13th Floor LTD. The following are the terms and conditions that constitute our Shipping Policy.
- Dispatch Usually, orders are processed by 4pm on the same day, all orders placed after that are shipped the next day. It may depend on the number of orders or other random cases, therefore we reserve the right to process the order up to 3 working days.
Orders placed over the weekend
- are processed from the first working day after the weekend or after a bank holidays. Next Day Delivery shipments are fully dependent on the courier and his shipping rules.
The planned date of delivery of the goods:
- should be counted from the moment the package is handed over to the courier, about which you will be informed by e-mail or SMS (if you let those details on checkout).
Important: We reserve the right not to combine two separate orders into one package. If you place two separate orders, they will be shipped in separate packages.
If you would like to add something to your order:
- please contact us - we will check if there is the possibility to make any changes. If the weight of the package is at the limit, we will not be able to do it for you - it may involve an additional shipping cost.
- Shipment confirmation & Order tracking You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
IMPORTANT! If you decide to make a request a delivery to Safe Place is your full responsibility for your package. If you use the DPD / Evri application, check if you have a Safe Place established. 13th Floor LTD is not responsible for delivering packages to Safe Place.
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The package did not arrive on time If your parcel has not been delivered within the estimated time, please contact us after that time. Additionally, check if the address you have provided in the order is correct, check if any of your neighbours did not receive your package or if it is your work address if any of your colleagues did not pick up your package. Please note that we need a few days to explain to courier companies what is happening with your parcel. In the case of Royal Mail, DPD or Evri it is usually necessary to add an additional 7 working days from the expected delivery time for Royal Mail or DPD to find out what happened to the package.
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Damages If the package is damaged during delivery, before opening it, take photos and record a video of you opening the package. For a possible damage claim, you need accurate photos of the package from the outside with visible damage and with an address label and photos of the damaged products.
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Free shipping is offered once only. If the customer does not pick up the package, gives the wrong address, or for any other reason it is not delivered due to the customer's fault, 13th Floor LTD will not offer free re-shipping. In the event of cancellation of the order, the cost of the products will be refunded, excluding shipping costs. In the event of a re-shipment, the customer will have to pay for the re-shipping costs to fulfill the order.
ADDITIONALLY! If the customer wants a refund and the package contains products with a short expiry date - the refund amount will be reduced accordingly - due to the fact that the time until the expiry date has shortened.
- Shipping options & costs
STANDARD DELIVERY UK Royal Mail - UK delivery including the Islands, Highlands, Northern Ireland
FREE DELIVERY only for UK & NI - for orders over £40 - Royal Mail Tracked or Evri
Other Royal Mail shipping options: Tracked & Signed for (1-3 business days)
The actual parcel weight might be different from the one presented at the checkout as there is additional packaging included. The difference might be +/- 250g. The difference might also occur due to scale inaccuracy.
If you are from a country other than those mentioned, drop us an e-mail at office@e-drug.co.uk we will help you to get your parcel to your country!
International shipping times / additional fees / Damages ect.
Delivery within 3-21 business days. In some countries, additional duties and taxes may be charged upon receipt of your shipment. The recipient is responsible for the payment of customs duties and taxes. 13th Floor LTD is under no obligation to inform customers of such additional costs and has no obligation to reimburse the customer for these costs. 13th Floor LTD is not responsible for failure to collect the package from customs and/or failure to pay duty or tax, and in the event of damage to the package by customs, 13th Floor LTD is not obliged to compensate for the order. The parcels are sent with the attached declaration CN22 or CN23, 13th Floor LTD will make every effort to ensure that the declarations are completed correctly.
13th Floor LTD is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Different regions may have different shipping prices. The exact prices for shipping to the selected country will appear when you process the order during the selection of the shipment.
We reserve the right to ship your order in separate packages.
Delivery delays can occasionally occur. There may be a case of natural disaster or any other situation that may impact delivery timelines for national and international services. In that case please allow additional 10-20 working days for national deliveries and 20-120 days for international deliveries.
Damages
13th Floor LTD is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipping carrier to file a claim.