Trimvia is an online service, and we understand that receiving your treatment promptly is important to you. This policy sets out how and when your order will be delivered, what you can expect to receive, and what to do if something goes wrong.
Before any treatment can be dispatched, your consultation must be reviewed and approved by one of our GPhC-registered pharmacist independent prescribers. This clinical review is a regulatory requirement and is not something we are able to bypass or fast-track.
Once your consultation has been approved and your prescription issued, your order will be dispensed and prepared for dispatch. You will receive a confirmation by email when your order has been approved and again when it has been dispatched.
We aim to dispatch all approved orders the same day, provided approval is granted before our daily dispatch cut-off. Orders approved after the cut-off or on weekends and bank holidays will be dispatched on the next available working day.
Trimvia currently delivers to addresses within the United Kingdom only. We do not offer international delivery, as all treatments dispensed through Trimvia are UK-licensed prescription medicines subject to UK pharmacy regulations.
The following delivery options are available at checkout:
Delivery timescales are estimates provided by our courier and begin from the point of dispatch, not from the point your order is placed. Actual delivery times may vary due to factors outside our control, including courier delays, adverse weather, or high demand periods.
Delivery costs are calculated at checkout based on the option you select. You will be able to see the full delivery cost before confirming your order. No additional charges will be applied after checkout.
All Trimvia orders are dispatched in plain, unbranded packaging. There is no reference to Trimvia, Mayberry Pharmacy, or the contents on the outside of the parcel. This is to protect your privacy at every stage of the delivery process.
Prescription treatments such as injectable medicines may require specific temperature or storage conditions. Any relevant handling instructions will be included with your order. Please follow these carefully upon receipt.
It is your responsibility to ensure the delivery address entered at checkout is accurate and complete. Trimvia cannot be held responsible for orders that are delayed, lost, or delivered to an incorrect address as a result of inaccurate information provided at the time of ordering.
If you need to amend your delivery address after placing an order, please contact us immediately. We will do our best to update your details, but we cannot guarantee changes can be made once an order has entered the dispensing process.
Once your order has been dispatched, you will receive an email containing your tracking information. You can use this to follow the progress of your delivery directly through the courier’s website. If you have not received tracking information within one working day of your dispatch confirmation, please check your spam folder before contacting us.
If a delivery attempt is unsuccessful, your courier will leave a card with instructions on how to rearrange delivery or collect your parcel from a local depot. It is important that you act on this promptly, as prescription medicines left undelivered for extended periods may no longer be fit for use, particularly injectable treatments with temperature requirements.
If your parcel is returned to us due to a failed delivery, please contact us to discuss next steps. Redelivery charges may apply.
If your order has not arrived within the expected timeframe, or if it arrives damaged, please contact us as soon as possible. For damaged deliveries, please retain the packaging and, where possible, take photographs before contacting us. We will investigate with our courier and work to resolve the issue as quickly as possible.
Please do not dispose of damaged items or packaging until we have advised you to do so.
If you have any questions about your delivery or need to report an issue with your order, please get in touch through the Trimvia website. We aim to respond to all delivery queries within one working day.
Nothing in this policy affects your statutory rights as a consumer under UK law.
