⁠Delivery Policy

Delivery Policy

Last updated: 16 July 2026

This policy explains how delivery works at nume, including the nume Promise, how we ship temperature-sensitive medicines, and what happens if something goes wrong. It forms part of our Terms & Conditions.

1. The nume Promise

Order by 12pm on a working day and, once approved and verified, your order is dispatched the same day and delivered free the next working day by DPD — tracked, in plain packaging.

  • Delivery is free on every order. There are no delivery charges, minimum spends or hidden fees.
  • Working days are Monday to Friday, excluding bank holidays. We do not dispatch on weekends or bank holidays.
  • Orders placed by 12pm Friday and approved that day are delivered on Monday (or the next working day after a bank holiday weekend).
  • Orders placed after 12pm, or approved after 12pm because verification or a clinical query is outstanding, are dispatched the next working day.
  • The nume Promise applies to approved orders. Same day dispatch depends on completing your identity and BMI verification promptly and correctly — see our Terms & Conditions for details.

2. Where we deliver

We deliver across the United Kingdom. Deliveries to some remote postcodes, including parts of the Scottish Highlands and Islands and Northern Ireland, may take an additional day with DPD; your tracking will show the expected delivery date. We do not deliver outside the UK.

3. Tracking your order

Every order is fully tracked. Once dispatched, you'll receive tracking updates from DPD by email and SMS, including a one-hour delivery window on the day. You can follow your parcel door to door and manage your delivery through DPD's app or website.

4. Receiving your delivery

  • No signature is required, and every order arrives in plain, unbranded packaging.
  • Through DPD you can redirect your parcel to a DPD Pickup shop or nominate a safe place. If your order contains temperature-sensitive medicine, we recommend delivery to your door on the first attempt wherever possible, so it can be refrigerated promptly.
  • Please make sure your delivery address is accurate at checkout. We cannot change the address once an order has been dispatched.

5. Temperature-sensitive medicines

GLP-1 injectable pens (such as Mounjaro® and Wegovy®) are stored refrigerated at 2–8°C in our pharmacy and dispatched in insulated packaging with ice packs, designed to keep your medicine within safe limits during next working day transit. Manufacturer guidance supports short periods out of refrigeration: Wegovy's licence supports controlled shipment below 30°C for up to 48 hours, unopened Wegovy pens can be kept below 30°C for up to 28 days, and Mounjaro KwikPens can be kept below 30°C for up to 30 days.

When your medicine arrives:

  • Unpack it promptly and place pens in the fridge (2–8°C), away from the cooling element and not in the fridge door. Do not freeze — a pen that has been frozen must not be used.
  • It's normal for the ice packs to have partially thawed and for the pen not to feel cold; this does not mean your medicine is damaged.
  • Check the liquid is clear and colourless. If it looks cloudy, discoloured or contains particles, don't use it — contact us through your account and we'll advise you.

Because temperature-sensitive medicines cannot be safely re-supplied once dispatched, please make sure you'll be available to receive your delivery on the expected day before ordering.

6. Missed and failed deliveries

If you're not in, DPD will notify you and offer options to rearrange delivery, redirect to a DPD Pickup shop, or leave the parcel in your nominated safe place. Parcels that are not delivered or collected are returned to our pharmacy.

Where a delivery fails or is refused because of your error or unavailability — for example, an incorrect address, refusing the parcel, or not responding to DPD's notifications — we are unable to refund or replace temperature-sensitive medicines, as they cannot be safely re-supplied. For other products, we may be able to re-dispatch, and a re-delivery charge may apply.

7. Damaged, incorrect or missing deliveries

  • Damaged in transit: contact us at hello@joinnume.co.uk within 48 hours of delivery with photographs of the item and packaging. Where damage occurred in transit, we'll manage the claim with DPD and arrange a replacement or refund. We cannot consider damage claims reported after 48 hours.
  • Incorrect item: if you receive something you didn't order, don't use it — contact us immediately and we'll put it right at no cost to you.
  • Lost in transit: if your tracking shows your parcel hasn't arrived as expected, contact us as soon as possible. We'll investigate with DPD, and where a parcel is confirmed lost in transit, we'll arrange a replacement or a full refund.

8. Delays outside our control

Occasionally, deliveries are delayed by events outside our or DPD's control, such as severe weather. Where the nume Promise cannot be met for reasons outside our control, we'll keep you updated through your tracking, and our team is available if your medicine is affected by an extended delay.

9. Questions

Anything unclear, or a delivery problem we haven't covered? Contact us at hello@joinnume.co.uk, or message our team through your account.