Frequently asked questions

I placed my order online - when can I expect delivery?

We aim to process all orders for in-stock items that are placed before 5pm, Monday to Friday, the following working day.

Orders will be delivered within 3-5 working days, unless specified.

At times of high demand, such as before bank holidays, Christmas and New Year periods despatches and deliveries may be delayed. If your order contains a non-stock item, or an item that is delivered directly by the manufacturer, the website will give an indication of when you should expect your delivery. Some suppliers that deliver directly to you may contact you to arrange a convenient time, and to check access to your property. If the website does not display any information about stock levels or lead times, please contact our Customer Care Team on 0330 133 0452 or email CCS@mysexualhealthshop.com for more information and we'll be happy to help!

 

Where can I get copy invoices?

All invoices are emailed to you once your order has been dispatched.

All your previous invoices and order history are stored in your online account tools. Simply log into your online account, go to Order History page.. If you don't have an online account, click here to set one up - it's free, simple to use and provides you with fantastic online reporting tools. If you want to speak to our Accounts Team, please call 0330 133 0452 who will also be able to help.

 

What are your delivery charges?

All orders over £50.00 (excluding VAT) qualify for Free Delivery, but small orders with a value of less than £50.00 (excluding VAT) will attract a small order charge of £6.99 (excluding VAT).

Delivery of some larger items - and deliveries to non-UK mainland locations - may be charged more, and we may contact you after you order with more information.

 

How do I return a product?

Firstly, we're really sorry that you want to return something to us! Our Customer Care team will be happy to help you.

Please call them on 0330 133 0452

Once the return is authorised and complete, your account will be credited or your card will be refunded.

 

I can't find a product on the website?

We try and make the website as searchable as possible, but in some cases the words you're using may be ones we hadn't thought of!

The website is organised into product areas, which can be browsed using the menu at the top of the screen.

If you still cannot find a product please contact us on 0330 133 0452 and we'll be happy to help, or please email your enquiry to sales@mysexualhealthshop.com

 

How can I track my order?

Once your order is despatched from our warehouse, you can track its progress online, via the information sent to you in the dispatch confirmation email or call our Customer Care Team on 0330 133 0452 or email CCS@mysexualhealthshop.com for more information and we'll be happy to help!

 

My order is missing or incomplete!

If you don't receive your order, or some of what you've ordered is missing, please feel free to contact our Customer Care Team on 0330 133 0452 or email CCS@mysexualhealthshop.com and we'll be happy to advise you and look into the matter further.

 

Where do you deliver?

We deliver to all parts of the United Kingdom and Northern Ireland, along with Southern Ireland.

Due to the nature of many of the products we sell, we apologise, but we can't send orders overseas.

 

Can I specify a time for my delivery?

If you require your order to be delivered by a certain time, please contact us on 0330 133 0452.

Depending on the nature of the products you need, we can arrange timed or Saturday morning deliveries there will be an extra charge for this service.

 

What happens if I'm not in to receive my order?

The nature of the products we sell means that we require a signature on receipt. In most instances, our delivery partners will not leave your order with a neighbour or in a location you specify (such as the coal house or porch).

If you are not available when your order is delivered, the delivery service will leave you a card. You can contact them directly to arrange re-delivery. Alternatively, please call our Customer Care Team on 0330 133 0452.

After three delivery attempts, your order will be returned to us, and we will try to contact you to arrange a more convenient time to receive your order.

 

How can I create a credit account?

Credit accounts are only available to the NHS, Private clinics and business ran by registered healthcare professionals.

Creating a 30 day credit offers you extended credit terms, along with access to online Account Management tools.

If you'd like to create a credit account, please click here. Our call our sales team on 0330 133 0452  Setting up a credit account normally takes about 48 hours.

 

General delivery information

We ship all orders using one of our carefully selected partners, which include UK Mail, UPS, Royal Mail and PolarSpeed (for temperature controlled products).

All NHS orders over £50.00 (excluding VAT) qualify for Free Delivery, but small orders with a value of less than £50.00 (excluding VAT) will attract a small order charge of £6.99 (excluding VAT).

The nature of the products we sell means that we require a signature on receipt. In most instances, our delivery partners will not leave your order with a neighbour or in a location you specify (such as the coal house or porch).

If you are not available when your order is delivered, the delivery service will leave you a card. You can contact them directly to arrange re-delivery. Alternatively, please call us on 0330 133 0452 and we'd be happy to help.

After three delivery attempts, your order will be returned to us, and we will try to contact you to arrange a more convenient time to receive your order.

 

Why can't I order Pharma items online?

Due to the nature of Pharma items, we have to ensure that the people we supply Pharma are authorised to obtain these items. If you're a healthcare organisation, please call us on 0330 133 0452 and ask for your account to be Pharma Approved. You will will be required to provide further information such as GMC reg details, once your account has been authorised you can purchase Pharma online and over the telephone.

 

Card Payments

Debit & Credit card payments will be taken via UPG MSHS will appear on statements instead of My Sexual Health Shop for discretionary purposes.

 

My question isn't here!

If your question doesn't appear above - or if our answers aren't sufficient please call us on 0330 133 0452 or please email your enquiry to sales@mysexualhealthshop.com