Frequently asked questions

Prepaid shop orders, prescriptions released by a pharmacy, parcel collections, prepaid returns, essentials and prepaid takeaway orders. Store collection requirements still apply.

Alcohol, tobacco and vapes, knives and other age-restricted items, finance-paid orders, and luxury collections requiring authorisation letters. Schedule 2 and 3 controlled drugs are excluded at launch.

Standard is usually delivered in 60–90 minutes. Saver is delivered within four hours, grouped with nearby collections. There is no paid 60-minute guarantee available yet.

Up to five miles from store to door. Quotes currently use an estimated road distance. Our pilot covers SW3, SW4, SW5, SW6, SW8, SW10, SW11, SW15 and SW18.

The pharmacy must authorise release and have the patient’s collection authorisation. Runners transport sealed bags only, never open medication or give medical advice.

The first ten minutes of waiting are free. The proposed additional charge is 30p per minute, paid fully to the runner; additional paid waiting is not active until the approval and payment process is available.

The runner must not bypass store checks. Report the issue through booking support; the team can review missing collection information and next steps.

Our detailed policy is awaiting approval. See refunds and complaints.