Has an item been delivered incorrectly or do you no longer require the product?

We have a range of quick solutions and methods of contacting us.

Non-prescription medication 

We appreciate that there may be times when items have been delivered incorrectly or that you no longer need the product. 

If this is the case, then you can return any unwanted items, within seven days from receiving the product, for a refund or replacement, as long as the product is unused and undamaged and returned with the original or similar packaging. Returns that do not meet these conditions may be subject to a restocking fee.

Prescription medication 

We should be informed of any incorrect or damaged medications within 24 hours of the date they are received. Should you receive any incorrect or damaged items, kindly contact a member of our team immediately on (+44) 01827 818 321. 

Once we receive the medication it will be examined by our team and any claims/refunds will be processed accordingly. A member of our team will contact you within 48 hours of receiving the medication to advise you of the outcome.

Once a prescription order has been dispatched from our pharmacy we can no longer guarantee the conditions in which the medication has been stored. 

Therefore, we are unable to take back and refund any unwanted or un-used medication. 

International order delays

International deliveries are only made for patients in circumstances such as temporarility travelling such as holidays or work travel and visiting a clinic. 

Fertility2u will include all necessary paperwork in all overseas orders such as a copy of your prescription or a copy of your invoice. This is to avoid any possible custom delays when the parcel reaches the destination country. 

There may be instances when the parcel is held and the contents checked by Customs, which may cause delays to your order.

Although we advise that international delivery is normally made within 10 working days, we cannot be held responsible for any delays caused due to the parcel being held by Customs. 

We are happy to provide any additional information that Customs may require, if they contact us. However, we have no power over the length of time it takes them to carry out their checks. For this reason, we cannot take back or refund any medication that does not reach you on time due to customs delays. 

Returning an item 

If you wish to return an item, please email us on or contact our customer services line on (+44) 01827 818 321, providing your order number, and an advisor will be happy to assist you by forwarding a returns form to you. 

When you have received the returns form: 

  1. Carefully pack the items in original packaging, or similarly suitable packaging. Please do not use the product box as outer packaging. Kindly note that the cost of any returned items damaged in transit due to inadequate packaging will be deducted from any amount refunded to you.
  2. Post the package back to:
Returns Department
First Floor
1 Highview Close
LE4 9LJ 

NB Please note that certain items including medicines and hygiene-sensitive products cannot be refunded or exchanged unless faulty or sent incorrectly. In addition, once products are opened and/or used, they cannot be returned to us unless they are faulty or broken.