Track an order

Where is my order

All items displayed on our web-site are in stock unless otherwise indicated on the product page.

We love our customers and we work hard to ensure all orders received before 3pm are despatched on the same working day.
At the moment we have a success rate of well over 99% of orders disptached and delivered on time, so you can be confident of receiving your order fast and when you expect it.
Occasionally parcels do arrive late and on vary rare cases they can get lost in the mailing system. Unfortunately this happens in any business, regardless of how well organised and run it is. This is especially true when we have to rely on third party couriers or mailing companies such as the Post Office.
If you don't receive your order in time - please do not panic. We have made tracking orders and requesting help as simple as possible. Below we describe what to do if your order doesn't arrive when you expected it.

 

For all orders

When we dispatch orders we send an email with the relevant information including the mailing/courier service used, estimated delivery date, tracking number if applicable and a unique order reference number. If you haven't received this email please check your spam or junk folder, they can sometimes be found in there.
If you still can't find the email do not worry, we have developed our system to make it as easy as possible to help you.

With the unique order number you can use the Track An Order form at the bottom of this page and enter the order number along with your email address. Click submit and you'll be given an order status. If your order has been dispatched it will say so and give you a link to the courier company used. If tracking is possible, you can find out where your order has got to within the mailing company or couriers system.
If you haven't received the email or do not have the unique order reference number to hand you can login to your account and check the status from there. Simply click on "My Orders" and select the order you are missing to view the despatch and tracking information where applicable.

If you still have no luck in locating your order please read the courier/delivery service specific help below. In the event that this still does not help, please c0ntact us. Simply email sales@pureclinica.com with your name, address, order number, and as much information as you can provide and we will do our best to locate your order and resolve any issues.

 


Courier or delivery service specific information:

UK Royal Mail Standard Delivery Orders
Orders sent by this service should be delivered within 1 to 5 days. In the event that your order is late, please attempt to track the package using the tracking number we have sent you in the despatch email. This information is also available in the "My Orders" section of your account.
Often when orders go missing through the Royal Mail we have found that the parcel is awaiting collection or redelivery from the customers local sorting office. The local sorting office will hold onto your parcel for 7 days and can be contacted by phone to confirm. Sometimes (on rare occasions) the postman will not leave a calling card which is usually the cause of most queries we recieve. As the Royal Mails success rate is over 99.9%, please contact your local sorting office first as they will more than likely have it. Please remember to take ID with you should you opt to collect your parcel from your local sorting office. If they do not have your parcel and the tracking information provides little or no useful information, contact us and we will help resolve the problem. 

UK Courier Standard Delivery Orders
Orders sent by this service should be delivered within 1 to 5 days. We use a number of different courier firms and the tracking information along with the couriers details will be available to view in the despatch email we sent you and in the "My Orders" page within your account. Please login to view this information.
The couriers we use will attempt to deliver your parcel 3 times. If your order is late please attempt to track the order using the tracking information. If this is unsuccessful your next best option is to contact the courier. They will have a customer service phone number available on their website. If they still cannot help you then please contact us and we will do whatever we can to help resolve the problem and get your order to you as quickly as possible.

UK Guaranteed Next Working Day Delivery Orders
If you placed your order before 3pm on a working day (UK GMT time) and selected this option then your order should be delivered on the following working day. If it is late than please attempt to track your order using the tracking service available on the Royal Mails website. If this proves fruitless than please contact your local sorting office. In over 90% of cases in which a delivery is late or has failed when sent through the Royal Mail, we have found the parcel at the customers local sorting office awaiting collection or redelivery. Sometimes the postman will fail to leave a card. Please remember to take ID with you should you opt to collect your parcel from your local sorting office. If you still have no luck then please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible.

UK Guaranteed Saturday Delivery Orders
If you placed your order before 3pm on a Friday and selected this option then your parcel should be delivered before 12noon the following Saturday. This service can be used anytime during the week. If your order has not been delivered by 5pm Saturday then please attempt to track it using the tracking service available on the Royal Mails website. The tracking information will have been sent to you in a despatch email from us, and is also available in the "My Orders" section of your account. If this proves fruitless than please contact your local sorting office. In over 90% of cases in which a delivery is late or has failed when sent through the Royal Mail, we have found the parcel is at the customers local sorting office awaiting collection or redelivery. Sometimes the postman will fail to leave a card. Please remember to take ID with you should you opt to collect your parcel from your local sorting office. If you still have no luck then please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible.


International Delivery
We use the Royal Mails Airmail service for all normal sized international orders. Delivery times vary by country so please visit the Royal Mails website to find out delivery times for your country.
In our experience, typical delivery times are:

  • Europe - 5 working days
  • USA and Canada - 10 working days
  • Australia - 10 to 15 working days
  • Asia - 15 working days
  • The rest of the world - 20 working days.

Please note, these are just our experience, times may vary.

The Royal Mail Airmail service does not provide a tracking facility beyond that of the parcels delivery to the UK Customs. Once the parcel leaves the UK it is no longer traceable. For this reason we do not pay for this facility. As such international orders are not traceable. Should you not receive your order please wait four weeks from receiving your despatch email. If after that time it has not arrived please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible.

For large international orders (12 items or more) we use a courier facility. As with the Royal Mail Airmail service, delivery times vary by country so please check with the courier. Typical delivery times by courier are much shorter than Royal Mail Airmail, though they can be as long as 4 weeks. All of the courier service providers we use operate a tracking system for international orders. Should your order not arrive when expected, please check the tracking information to locate your parcel. If after doing this you have no luck in finding your order, please contact the courier. They will have a customer service phone number on their website. If you still have no luck then please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible.

 

Despatch Confirmation

If you haven't received a despatch confirmation by email containing the tracking information within 5 days of placing your order please contact us and we will provide you with the relevant details. In the extremely unlikely event that your parcel has been lost in transit we will send you a new parcel free of charge. Please note, we can only do this once the estimated delivery date by the courier or mailing service has passed.

 

Further Questions

If you have any further questions regarding your delivery please contact us via our contact form here.