Frequently asked questions

  • Same Day Dispatch

    Order before 12pm Monday-Friday. Excludes bank holidays.

  • UK Next Day Delivery

    Order weekday before 12pm. Select Express in the checkout. Excludes bank holidays.

  • Email Support

    We aim to response to email support within 24 hours.

  • Mobile Payments

    We accept Apple Pay and Google pay when on the required browser / device.

  • Same Day Dispatch

    Order before 12pm Monday-Friday. Excludes bank holidays.

  • UK Next Day Delivery

    Order weekday before 12pm. Select Express in the checkout. Excludes bank holidays.

  • Email Support

    We aim to response to email support within 24 hours.

  • Mobile Payments

    We accept Apple Pay and Google pay when on the required browser / device.

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Shipping

What are my delivery options ?

For UK Orders:

Standard (2-3 days) or Express (1 day)

We use a wide range of delivery carriers including; Royal Mail, Evri, Amazon Shipping, Parcel Force and UPS. 

The carrier used for your order will be determined by the delivery speed selected at checkout and the size of your order. Once your order is shipped we will email you with the carrier used and the tracking information.

Please visit our Shipping page for full details on delivery services and our international options.

Can I collect my order?

Unfortunately, we cannot allow customer collections.

Where do you ship to - Outside of the UK?

We have currently suspended EU delivery.

We continue to dispatch international outside of the UK / EU.

Returns

How can I return my product/s?

You have 30 days to return any unwanted product/s. These need to be sealed / unopened. Please drop us an email to return any products. You must obtain an returns reference from customer service before you can return any goods.

 What is your return policy? 

We offer a 30-day unwanted return policy on most items. Please visit our Shipping & Returns page & Refund Policy for more details.

Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

General

Do you have a phone number?

Online is what we do best at General Healthcare as this way, we can best handle your customer care enquiries.

Please open a support ticket and we will get back to you as soon as possible.

Order

How can I track my order?

Once your order has been dispatched, you will receive an email with courier tracking details and a tracking link. If you have provided your mobile number, we will share it with the courier so they can send you delivery updates, including estimated delivery windows. The courier will also email you with delivery updates. Additionally, you can track your order anytime by logging into your online account.

Where is my order?

If you would like to check the status of your order, you can do this through your online account, via My Orders.

Checked out as a guest? Click here to check the status of your order.

Order status:
Processing – Your order is getting picked and packed in our warehouse
Shipped – Your order has left our warehouse. You can find the tracking number in your dispatch email or online account.

When will my order arrive?

We dispatch orders the same day if ordered before 12pm Monday - Friday.
Orders are dispatched from our warehouse in Middlesex, United Kingdom. Otherwise we will dispatch the next working day. The period it will take for your order to arrive will depend on the shipping service you select in the checkout. We offer varies speeds. Please see the Shipping page for full details. You will receive an estimated arrival in your email confirmation.

When will my order be dispatched?

We dispatch orders the same day, Monday to Friday (excluding bank holidays) if ordered before 12pm GMT.

I haven’t received an email to confirm my order?

We are really sorry that you have not received your email.

Here are some typical reasons for this:

  • An incorrect email address was entered when the order was placed
  • The email went into your spam folder
  • A technical issue has happened, where the system has timed out, before your order had time to reach our ordering system

Please get in touch with your full name, email address, and delivery postcode used to place the order, so we can help you: Contact us

How to order by phone

We have currently suspended phone orders. We cannot accept orders via the phone at this time.

Can I change or cancel my order?

We aim to dispatch orders as soon as possible once they have been placed.

If you email support@genhealthcare.co.uk, with your order number in the subject, as your order confirmation and include the word cancel within the content on your message. Our automated systems will attempt to hold your order. While your message is picked up by our team.

We are unable to guarantee to make any changes to your order once received, which includes changes to the delivery address, email address, cancelling the order, or adding or removing items from the order.

However, you have 30 days after delivery to return your items for a refund.

I've received a faulty item, what should I do?

We’re really sorry if you’ve received a faulty item.

Please Contact Us as soon as possible within 14 days of receiving the fault item.

Can I have items sent to someone as a gift?

If you want to send something to someone as a gift then you can use their address as the delivery address for your order.

We have suspended our a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel!

We no longer include any paperwork with your order, so you can keep how much you've spent a secret.

Subscribe & Save

How do I cancel my subscription?

You can cancel your subscription at any time up to the day before your next scheduled subscription date. All subscription management, including cancellations, can be done here.

How do I skip a delivery?

To skip a delivery, manage subscription go to your subscription settings, and select the delivery you want to skip. Confirm your choice, and the delivery will be skipped.

How can I manage my payment methods?

To manage your payment methods, log into your account and go to the payment settings. Here, you can add, update, or remove payment methods as needed.

How do I update my shipping address?

To update your shipping address, log into your account, go to your subscription settings, and select the option to update your shipping address. Enter the new address and save the changes.

Payment

Can I pay with Apple Pay?

Yes. Please use the relevant browser on an Apple device. You will see the Apple Pay button in the basket and checkout payment page.

How do I pay using Google Pay?

Good news! We now accept Google Pay as a payment method for selected countries for Android app users. You can pay with Google Pay using a Visa, MasterCard and American Express card. Your payment cards will be stored on the Android store app.

Please follow the below steps:
1. Add the items to your bag and if your device is supported by Google Pay, you'll be able to see the “Google Pay” button on bag page next to the “Checkout” button.
2. Once you select the Google Pay button, you’ll go to the Google Pay checkout.
2. If you've got a promo code or gift voucher, you can apply it to your order by tapping Promo code/gift voucher.
3. Once you've applied any promo codes or gift vouchers you have, select your delivery option and select Pay with Google Pay.
4. This will open Google “Pay Sheet” which will allow you to select a payment card from your Google Wallet.
5. Once you select a card and place your order, you'll see your order details, including:
The card you have linked to your Google Pay
Your billing and shipping address
Your delivery method e.g. Standard or Express
Your contact email address
If any promo codes have been applied to your order
Your order value, including any delivery charges

When you've placed your order successfully, you'll be sent an order confirmation email.

When will I be charged for my order?

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.

If your card is authorised, payment will be taken immediately and you will receive an email confirming that your order has been successful.

What happens to my refund if my card is no longer in use?

Your refund will still go back onto the card details used on your order as long as the card account is still open.

When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.

Still Got Questions?

Contact us

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