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At Cloud Pharmacy, we aim to make ordering simple and stress-free—so you know what to expect from dispatch to delivery, and what options you have if you need to return something.
Shipping
UK Delivery
We offer reliable UK delivery options, including discreet packaging to help protect your privacy. Delivery times can vary depending on the product and where you’re located.
International Delivery (Delivery Outside the UK)
Yes—we offer international delivery to select destinations outside the UK.
Please note:
- Delivery times vary by country and local customs processing.
- International orders may be subject to import duties, taxes, and customs fees charged by the destination country. These charges are the customer’s responsibility.
- We recommend checking your destination country’s import rules before ordering (especially for prescription medicines or regulated items).
Dispatch Times
Most orders are dispatched quickly after payment is confirmed. Dispatch timing may vary if:
- an item is out of stock,
- there are prescription verification steps,
- or additional processing is required.
Delivery Address Requirements
To avoid delays:
- Please ensure your delivery address is complete and accurate.
- Make sure someone is available to receive the parcel if delivery requires a signature (where applicable).
Tracking
Where available, you’ll receive tracking information so you can follow your parcel’s journey.
Returns & Refunds
We want you to feel confident with every order. Our returns and refunds policy depends on the type of product and its condition when returned.
Important Note (Medical Products / Prescription Items)
Some items may be regulated and/or safety-sensitive. If a product:
- has been opened,
- is used,
- is tampered with,
- or cannot be resold for health & hygiene reasons,
it may not be eligible for a refund.
If you’re unsure whether an item can be returned, contact us before sending anything back.
Refund Policy
Refund Eligibility
Refunds may be available if:
- the item is unused, in its original packaging, and
- you return it within the allowed return window (details below), and
- it is eligible under this policy.
Refunds are typically issued back to the original payment method once the return has been received and inspected.
Return Window
You can request a return within 14 days of receiving your order.
Refund Exclusions (Common Examples)
Refunds may not be available for:
- prescription medicines where returns are not permitted due to safety/regulatory requirements,
- opened or used items,
- products that are missing their original packaging or labels,
- items returned after the return window.
How to Return an Item
Contact us first
Get in touch with our support team and include:- your order number,
- product name(s),
- reason for return,
- and a short description of the issue (if relevant).
Wait for return instructions
We will confirm whether the item is eligible and provide guidance on the next steps.Send the item back
Please ensure items are carefully packed and returned with original packaging where required.Refund processing
After we receive and inspect the returned item, we’ll process your refund. Timing can vary depending on the payment provider.
Damaged, Incorrect, or Faulty Items
If you received an item that is:
- damaged on arrival,
- incorrect compared to your order,
- or faulty,
please contact us as soon as possible.
We may ask for:
- photos of the item and packaging,
- your order number,
- and details about the issue.
Where appropriate, we’ll arrange a replacement or refund.
International Returns
For international orders, return shipping and customs requirements can vary depending on the destination country and product type.
- You may be required to handle return shipping costs.
- Refund processing will follow the same eligibility rules as UK returns, based on item condition and regulatory/safety requirements.
Contact Us
If you have any questions about delivery, returns, or refunds, contact us:
- Email: sales@cloudpharmacy.cc
- Phone: +44 7735952170