This policy applies to orders placed directly through the aftermedskin.com. Separate delivery terms may apply to wholesale, distributor or other business-to-business orders agreed in writing.

Delivery Destinations

Via aftermedskin.com, we currently deliver to:

• addresses within the United Kingdom; and

• supported European Union destinations available at checkout.

If a country or delivery destination is not available at checkout, we may be able to complete delivery outside of the website. Please request this directly with info@aftermedskin.com.

Products must not be purchased for resale or distribution in territories where they are not authorised for sale.

Order Processing

In-stock orders are normally processed and dispatched within one to two working days after payment has been received.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends, bank holidays, promotional events or other particularly busy periods will begin processing on the next available working day.

Pre-order products, made-to-order products or products with an alternative dispatch date will be clearly identified on the relevant product page.

Delivery Services

UK orders are normally sent using a tracked Royal Mail or Evri service. European orders will be sent using an appropriate tracked international service.

The delivery method, charge and estimated delivery timeframe available for your order will be displayed at checkout.

Delivery timeframes are estimates beginning from the date of dispatch, rather than the date the order was placed. Unless a guaranteed service is expressly stated, delivery dates are not guaranteed.

Once an order has been dispatched, customers will normally receive tracking information by email or through the contact details supplied at checkout.

Delivery Charges

Delivery charges are calculated based on the destination, parcel size, weight and delivery service selected. The applicable charge will be shown before payment is completed.

Any free-delivery promotion will be subject to the conditions displayed with that offer, including any minimum order value or geographical restrictions.

European Orders, Customs and Import Charges

European orders may be subject to customs procedures, import VAT, duties or other local charges, depending on the destination and the arrangements stated at checkout.

Where taxes or duties are not collected by AfterMED Skin at checkout, the recipient may be responsible for paying them directly to the relevant authority or delivery provider.

Customs processing may occasionally delay delivery. These delays are outside AfterMED Skin’s direct control, although we will provide reasonable assistance where possible.

If an order is returned because the recipient refused to pay an applicable charge or failed to complete the required customs process, reasonable return and redelivery costs may be deducted or charged where permitted by law.

Delivery Address

Customers are responsible for ensuring that the name, delivery address, postcode, email address and telephone number supplied at checkout are accurate and complete.

If you notice an error, please contact us immediately via our whatsapp or email. We will try to amend the address where possible, but we cannot guarantee that changes can be made after an order has entered processing or been dispatched.

AfterMED Skin will not ordinarily be responsible where an order has been correctly delivered to an incorrect address supplied by the customer. If the parcel is returned to us, we may require payment of reasonable additional delivery costs before resending it.

Receiving Your Delivery

Customers should make reasonable arrangements to receive their order.

Depending on the delivery service, you may be able to:

• arrange delivery for another day;

• nominate a particular neighbour;

• select a secure safe place;

• redirect the parcel to a collection point; or

• provide other instructions directly to the delivery provider.

Customers should review tracking notifications promptly and ensure that any safe place selected is secure, sheltered and not openly accessible to members of the public.

Safe Places and Nominated Neighbours

Where a customer expressly asks for a parcel to be delivered to a particular safe place or nominated neighbour, whether during checkout or directly through the delivery provider, the customer is authorising delivery to that location or person.

If the courier follows the customer’s specific instruction and provides satisfactory evidence of delivery to the authorised location or person, the delivery will normally be treated as completed.

AfterMED Skin may not be responsible if the parcel is subsequently removed, lost, damaged or stolen from a location expressly authorised by the customer, subject always to applicable consumer law.

This does not apply where:

• the courier leaves the parcel somewhere different from the location selected;

• the courier independently chooses an unattended location that the customer did not authorise;

• the delivery photograph or GPS information relates to a different property; or

• the available evidence indicates that the customer’s instructions were not followed.

Delivery to a Doorstep or Property

A doorstep, porch, entrance, communal hallway or other area around a property will only be treated as a customer-authorised delivery location where the customer expressly selected that location.

Where no safe-place instruction was provided, AfterMED Skin will review all available evidence before determining the appropriate resolution.

Please note, it is the customer's responsibility to ensure appropriate instructions have been left to the currier. For example, if you are not able to accept the delivery on that day, you must leave instructions rather than relying on the order to be left unattended on a door step. 

Signature or Secure Delivery

A signature may be obtained from the customer or another person present at the delivery address.

If a secure delivery cannot be completed and the parcel is returned to us after the courier’s delivery or collection attempts, reasonable redelivery charges may apply.

Delayed or Missing Parcels

If your parcel has not arrived within the estimated delivery timeframe, please:

1. Check the tracking information supplied.

2. Check whether a delivery attempt has been made.

3. Check whether the parcel is awaiting collection.

4. Check with other members of your household, neighbours or building reception.

5. Check any safe place or alternative delivery location you nominated.

6. Contact AfterMED Skin if the parcel still cannot be located.

Where a parcel has only been marked as delivered that day, we may ask you to allow one additional working day because parcels can occasionally be scanned before the delivery is completed.

Reporting a Parcel as Delivered but Not Received

If tracking shows that your order has been delivered but you cannot locate it, please contact AfterMED Skin as soon as reasonably possible, preferably within seven calendar days of the delivery scan.

The seven-day period helps us obtain delivery information and investigate promptly. It does not remove or restrict any statutory rights.

We may ask you to:

• confirm that the delivery address supplied was correct;

• confirm whether the delivery photograph shows your property;

• check with everyone at the address;

• check with neighbours, reception or building management;

• check any nominated safe place;

• review any readily available doorbell or CCTV footage; and

• confirm whether you provided delivery instructions directly to the courier.

If there is proof of delivery but the customer still has not received their order, AfterMED Skin will take reasonable measures to local the delivery. This may include contacting the courier on the customer's behalf.  

Courier Investigation

AfterMED Skin may open an investigation with the delivery provider and request relevant evidence, including:

• tracking and scan information;

• delivery photographs;

• GPS or location information;

• a signature or recipient name;

• details of any safe-place or nominated-neighbour instructions;

• information from the delivery office or driver; and

• any other evidence relating to the delivery.

The courier’s findings and the available delivery evidence will be considered as part of our assessment.

If the courier locates the parcel, we will ask them to complete the delivery as soon as reasonably possible.

If the courier confirms that the parcel was lost, incorrectly delivered or otherwise not delivered successfully, AfterMED Skin will request a refund in full on behalf of the customer. AfterMED Skin will then resend the missing order in full at no additional charge.

Any compensation claim between AfterMED Skin and the courier will be handled separately.

If the courier confirms that delivery was completed correctly, we will review the supporting evidence, including the delivery location and any instructions provided by the customer. Where the evidence satisfactorily demonstrates that the parcel was delivered to the customer, to the customer's designated address, to another person at the delivery address, or to a safe place or neighbour expressly authorised by the customer, the order will normally be treated as delivered. In these circumstances, AfterMED Skin will be unable to provide a refund or replacement.

Declaration of Non-Receipt

Before determining the appropriate resolution, we may ask the customer to complete a written declaration confirming that:

• the delivery address supplied was correct;

• neither the customer nor anyone at the delivery address received the parcel;

• the parcel has not been located with a neighbour, safe place, reception or collection point;

• the information supplied is complete and accurate;

• the customer agrees to cooperate with reasonable enquiries; and

• the customer will notify AfterMED Skin immediately if the original parcel subsequently arrives.

Requesting a declaration allows us to investigate the loss properly and identify repeated or potentially fraudulent delivery claims. It does not affect the customer’s statutory rights.

Outcome of a Missing-Parcel Investigation

A claim that a parcel cannot be located does not result in an automatic or immediate replacement before reasonable checks have been completed.

Each claim will be assessed individually using the available evidence.

Where the evidence indicates that an order was lost, incorrectly delivered, left without the customer’s authority or otherwise not received, AfterMED Skin will provide an appropriate resolution. This will involved contacting the currier for their assessment on whether the delivery was completed successfully or not.

Where satisfactory evidence demonstrates that the parcel was delivered to:

• the customer;

• the customer's designated delivery address; 
  

• another person at the delivery address;

• a neighbour expressly nominated by the customer; or

• a safe place expressly authorised by the customer,

AfterMED Skin will treat the order as delivered and will decline a refund or replacement if the parcel subsequently goes missing, to the extent permitted by law.

A courier photograph showing a parcel outside a property may be considered alongside GPS information, delivery instructions, tracking records and other available evidence. It will not necessarily be treated as conclusive evidence on its own.

If the Original Parcel Subsequently Arrives

If AfterMED Skin provides a replacement or refund and the original parcel subsequently arrives, the customer must inform us promptly.

We may arrange collection or provide a prepaid return method. The customer will not be expected to pay the reasonable cost of returning an order that was replaced or refunded following a genuine missing-delivery report.

Suspected Fraudulent Claims

Where there are reasonable grounds to suspect that information supplied in connection with a delivery claim is false, misleading or incomplete, we may:

• conduct additional checks;

• compare the claim with previous delivery history;

• provide relevant information to the courier or payment provider;

• require a secure delivery method for future orders;

• refuse or cancel future orders before dispatch; or

• refer the matter to the appropriate authorities where reasonably necessary.

Information will be handled in accordance with our Privacy Policy and applicable data-protection law.

These measures do not remove or restrict any statutory rights relating to an existing order.

Damaged or Tampered Parcels

If a parcel arrives visibly damaged, opened or tampered with, please photograph:

• the external packaging;

• the delivery label;

• the internal packaging; and

• any damaged or missing products.

Please contact us as soon as reasonably possible with your order number and supporting photographs so that we can investigate and arrange an appropriate resolution.

Do not use a product if its container, seal or packaging suggests that it may have been opened, contaminated or otherwise compromised.

Incorrect or Incomplete Orders

If you receive an incorrect product or believe an item is missing from your parcel, please contact us as soon as reasonably possible with your order number and photographs of:

• the products received;

• the external parcel;

• the delivery label; and

• the internal packaging.

We may check the parcel’s dispatch records and recorded weight before arranging the appropriate resolution.

Uncollected and Returned Parcels

If a parcel is returned to AfterMED Skin because:

• delivery was repeatedly attempted;

• it was not collected within the courier’s specified timeframe;

• the address supplied was incomplete or incorrect;

• the recipient refused delivery; or

• the recipient did not complete the required customs process,

we will contact the customer to discuss redelivery or another appropriate resolution.

Reasonable additional delivery or return costs may apply where the return resulted from circumstances within the customer’s control, subject to applicable consumer law.

Business and Wholesale Orders

Orders placed wholly or mainly for business use, including qualifying clinic, academy, wholesaler and distributor orders, may be governed by separate business or wholesale terms.

Where separate written terms have been agreed, those terms will take priority over this policy to the extent permitted by law.

Consumer protections referred to in this policy apply only where the purchaser meets the legal definition of a consumer.

Statutory Rights

Nothing in this policy is intended to exclude, limit or replace any statutory rights available under UK consumer law.

For consumer orders, goods generally remain at AfterMED Skin’s risk until they come into the physical possession of the customer or a person identified by the customer to receive them, except where applicable law provides otherwise.

Contacting Us

To report a delivery problem, please contact AfterMED Skin through the contact details shown on our website.

Please include:

• your full name;

• your order number;

• the delivery address;

• the tracking number, where available;

• a description of the issue; and

• any relevant photographs or supporting information.

Last updated: September 2026