Delivery Policy

Delivery Areas & Availability

We offer reliable, tracked UK-wide delivery through our trusted partner, DPD, for all items that do not require cold chain storage.

For eligible items, international shipping is also available and will be calculated at checkout.

For our local customers, we also provide same-day delivery via our in-house drivers across Greater Manchester and surrounding areas, subject to order cut-off times and item availability.

Dispatch & Delivery Times

• Orders placed before 3pm (Monday–Saturday) will be dispatched the same day.
• UK-wide deliveries are sent via DPD’s tracked service, which typically offers next working day delivery. Exact delivery timeframes may vary depending on location and service availability.
• For local orders in Greater Manchester and surrounding areas, same-day delivery is available for orders placed before 12pm, subject to item availability.

Courier & Service Levels

We partner with DPD for both UK and international deliveries. All parcels are sent using tracked services, providing customers with real-time updates via DPD’s Track & Trace system.

For added security and peace of mind, signature on delivery is included as standard on most shipments.This applies to both domestic and eligible international orders that do not require cold chain handling.

Delivery Charges

• UK-wide DPD next-day delivery is typically £5.50 – £9.00, depending on parcel size and weight. We charge a flat rate of £5.95 at checkout, which includes VAT, tracking, and signature on delivery.
• Same-day delivery across Greater Manchester and surrounding areas is available via our in-house drivers for a fixed fee of £10, on orders placed before 12pm.
• Delivery charges are calculated automatically at checkout based on your location and selected service.

Free Delivery

We offer free UK-wide delivery via DPD on all orders over £200 (excluding items requiring cold chain storage).

Orders under £200 will incur the standard delivery charge of £5.95 for DPD next-day delivery.

Free delivery does not apply to same-day in-house delivery across Greater Manchester, which remains a £10 fixed fee.

Packaging

• Standard, non–cold-chain items are shipped in Astetica-branded mailing bags or, where suitable, DPD’s own Expresspak mailing bags. All parcels include internal cushioning for protection.
• Cold-chain items are sent in temperature-controlled insulated packaging designed to maintain 2 – 8 °C during transit, with a temperature indicator inside every package.
• Fragile or high-value items are packed with extra care using double-walled cartons and labeled accordingly.

Loss or Damage in Transit

In the rare event that your parcel is lost or arrives damaged, please contact us within 48 hours of delivery.
We may request photographic evidence of any damage to help us assess the situation and arrange a replacement or refund where appropriate.

Dispatch Days & Cut-Offs

• Orders placed Monday to Saturday before 3pm are dispatched the same day, subject to item availability and courier collection schedules.
• Same-day local delivery across Greater Manchester is available Monday to Saturday for orders placed before 12pm.
• We dispatch on Saturdays where DPD collection is available.
• Orders placed after cut-off times will be dispatched the next working day.
• We do not dispatch on Sundays, Christmas Day, or New Year’s Day.

DPD Saturday and Sunday delivery may be available in your area and can be selected at checkout for a small surcharge.

Order Processing Delays

During peak times such as product launches, sales events, or holidays, dispatch times may be slightly extended. We aim to keep delays minimal and will notify customers of any expected changes to our usual timelines.

Missed Deliveries & Redelivery Options

DPD Deliveries (UK & International)

If you’re not available at the time of delivery, DPD will send a notification with options to:

• Rearrange delivery
• Nominate a safe place or neighbour
• Redirect to a local pickup shop or parcel locker

Please note: if you choose to have your parcel left in a safe place, you accept full responsibility for the parcel from the moment it is delivered.

Proof of Delivery & Disputes

If tracking indicates that your parcel has been delivered but you have not received it, please notify us within 48 hours so we can investigate with the courier.
Delayed reporting may limit our ability to resolve the issue, so prompt communication is essential.

In-House Same-Day Delivery (Greater Manchester)

Customers will receive a text message with a delivery time window before our in-house driver arrives.

If no one is available at the time of delivery, we’ll make reasonable efforts to contact you. If delivery cannot be completed, a redelivery fee may apply depending on the circumstances.

Collection Policy

Collection Point

Customers who choose to collect their order in person can do so from our current location at:

Astetica
14A Whittelegge Street
Bury, BL8 1SL
United Kingdom

This is a staffed location, and you will be notified via email or SMS once your order is ready to collect.

Collection Hours

Our collection point is open seven days a week, during the following hours:

🕘 9:00am – 5:30pm, Monday to Sunday

Customers may arrive at any time within these hours — no appointment is required. However, please allow up to 1 hour after payment for your order to be prepared and made ready for collection.

What to Bring When Collecting

• Your order confirmation email, or
• Your order number

For prescription or regulated items, you must also present a valid photo ID (e.g. driving licence or passport) to verify your identity before collection.This is a legal requirement and helps us ensure all medications and prescription items are safely and correctly dispensed.

Order Holding Period

We will hold your order for collection for 7 calendar days from the date you receive notification that your order is ready.

If your order is not collected within 7 days, we will:

• Contact you via email and/or SMS to remind you.
• After this period, your order may be cancelled and restocked without a refund unless otherwise agreed.

For prescription or regulated items, uncollected orders will be handled in line with legal requirements, which may include returning the items to the pharmacy or safe disposal.

Authorised Third-Party Collection

If someone else will be collecting your order on your behalf, please notify us at the time of placing your order by adding their full name in the notes section.

If you did not provide this information when ordering, please call us before collection with your order number and the name of the person who will be collecting.

The authorised collector should bring the order confirmation (email or number) and a valid photo ID for verification.

Late or Missed Collections

If your order is not collected within the 7-day holding period, we will send you at least one reminder via email or SMS.

If you still do not collect your order after this period, it will be cancelled and restocked. Refunds are not usually issued for uncollected orders unless required by law or agreed with us beforehand.

We encourage customers to contact us proactively if you anticipate any delay in collection so alternative arrangements can be made.

For prescription or regulated items, uncollected orders will be handled in accordance with legal and safety requirements, which may include returning or safely disposing of the items.

Collection Fees

Collection of orders from our premises is free of charge. There are no additional fees if someone else collects your order on your behalf.

Additional Information

Returns & Refunds

For information about returns, exchanges, and refunds, please refer to our dedicated Returns & Refunds Policy.This policy outlines the process for handling damaged goods, incorrect orders, and customer-initiated returns.

Privacy & Communication

We respect your privacy and handle your personal data in accordance with our Privacy Policy.
By placing an order with us, you consent to receive communications related to your order via email or SMS, including delivery updates and important notifications.

Exceptional Circumstances

While we strive to deliver orders promptly, delivery times may be affected by exceptional circumstances beyond our control, such as extreme weather events, courier disruptions, or other unforeseen incidents.
In such cases, we will do our best to inform customers of delays and provide updated delivery information.

Customer Responsibilities

To ensure smooth delivery and collection, customers are responsible for providing accurate delivery addresses, contact details, and any special instructions at the time of ordering.
Failure to provide correct information may result in delivery delays or failed deliveries.

Address Changes

If you need to update your delivery address after placing an order, please contact us immediately.
While we will make every effort to accommodate changes, we cannot guarantee address updates once your order has been processed or dispatched.

Accessibility & Special Requirements

If you require any special assistance with your delivery or collection due to accessibility needs or other requirements, please contact our customer service team in advance so we can accommodate your needs.

International Delivery

For international orders, customers are responsible for any customs duties, taxes, or import restrictions that may apply in their country.
Please check with your local customs office before placing an order.

Delivery & Collection – FAQs

What delivery options do you offer?

We offer tracked UK-wide next-day delivery via DPD for non-cold chain items. Same-day delivery is available in Greater Manchester for orders placed before 12pm. International delivery is also available at checkout.

How much does delivery cost?

UK-wide DPD delivery is £5.95. Same-day delivery in Greater Manchester is £10. Delivery charges are shown at checkout. Orders over £200 qualify for free UK delivery (excluding cold chain items).

When will my order be dispatched?

Orders placed before 3pm (Monday–Saturday) are dispatched the same day. Orders placed after this will be dispatched the next working day. We dispatch on Saturdays if DPD collections are available.

Do you offer weekend delivery?

Saturday and Sunday delivery may be available in your area through DPD. This can be selected at checkout and may include a small surcharge.

What packaging is used?

Non-cold chain items are shipped in Astetica-branded or DPD mailing bags. Cold chain items are shipped in insulated packaging with a temperature indicator. Fragile items are securely packed with additional protection.

What happens if I miss a delivery?

DPD will notify you with options to rearrange delivery, select a safe place, or redirect to a pickup point. If using our in-house same-day service, a redelivery fee may apply if delivery cannot be completed.

Where can I collect my order?

Orders can be collected from: Astetica Group Ltd, 14A Whittelegge Street, Bury, BL8 1SL. Collection is available 7 days a week from 9:00am – 5:30pm.

What do I need to bring to collect my order?

Please bring your order number or confirmation email. For prescription items, valid photo ID is also required.

Can someone else collect on my behalf?

Yes. Please provide their name in the order notes or contact us before collection. They must bring your order confirmation and valid ID.

What if I don’t collect my order?

We hold orders for 7 days. If uncollected, it may be cancelled and restocked. Prescription items are handled according to safety and legal requirements.

What if my order is lost or damaged?

If your parcel is lost or arrives damaged, contact us within 48 hours. We may request photos and arrange a refund or replacement where appropriate.

What if my parcel says delivered but I haven’t received it?

Please contact us within 48 hours of the marked delivery so we can raise a dispute with the courier. We may not be able to help with claims submitted later.

Can I change my delivery address after ordering?

Please contact us as soon as possible. We’ll do our best to accommodate changes, but we can’t guarantee updates once the order is processed.