Page: FAQ
Ordering & Payment
How do I place an order?
Placing an order with UK Sleep Well is straightforward. Simply browse our product range at www.uksleepwell.com, select the product and pack size you require, and follow the checkout process. Once your order has been placed and payment confirmed, you will receive a confirmation email.
What payment methods do you accept?
We currently accept bank transfer as our primary payment method. Full bank transfer details, including beneficiary name, account number, and sort code, will be provided at checkout and included in your order confirmation email. Orders are only processed once payment has been successfully received.
Is my order confirmed immediately after payment?
Your order is confirmed once payment has been successfully verified. Bank transfers may take 1–2 working days to clear. Once payment is confirmed, you will receive a dispatch notification by email. If you have not received confirmation within 2 working days of making payment, please contact us at info@uksleepwell.com.
Can I amend or cancel my order after placing it?
We process orders quickly, so amendments or cancellations may not always be possible after submission. If you need to make a change, please contact us as soon as possible at info@uksleepwell.com or call +44 (0)20 3951 4117. We will do our best to accommodate your request before dispatch, but we cannot guarantee changes can be made once an order has entered the fulfilment process.
Delivery
How long will my order take to arrive?
Orders are typically dispatched within 24 working hours of payment confirmation. Estimated delivery is 2–7 working days from the date of dispatch. Working days exclude weekends and UK public holidays. Please note that delivery timeframes are indicative only and are not guaranteed.
Will my order be packaged discreetly?
Yes, absolutely. All orders are shipped in plain, unbranded padded envelopes with no external markings identifying UK Sleep Well, the product name, or the nature of the contents. Discretion is our standard practice on every order, without exception.
Do you deliver internationally?
Yes, we ship worldwide. However, it is your responsibility to ensure that any products you order comply with the import laws and regulations of your country. We do not guarantee that orders will clear customs, and we are unable to offer refunds or replacements for orders that are seized, delayed, or destroyed by customs authorities.
What should I do if my order has not arrived?
Orders are not considered lost until 28 calendar days have elapsed since the date of dispatch. If your order has not arrived after this period, please contact our customer support team at info@uksleepwell.com with your order number and we will investigate. Please refer to our Delivery, Refunds & Complaints Policy for full details.
Medications & Safety
Do I need a prescription to order from UK Sleep Well?
All medications sold on our website are prescription-only medicines. By placing an order, you confirm that you have recently consulted a qualified healthcare professional about your condition and the medication you are purchasing. Please read our Patient Agreement carefully before ordering. UK Sleep Well does not provide medical consultations or issue prescriptions.
Are the medications sold on your website genuine?
Yes. All products sold by UK Sleep Well are sourced from licensed pharmaceutical manufacturers and are genuine, correctly labelled medications. Each product is supplied in its original packaging with a patient information leaflet.
Can I take these medications alongside other medicines I am already taking?
Many prescription medications can interact with other drugs, including over-the-counter medicines, herbal remedies, and supplements. It is essential that you consult your GP or pharmacist before combining any medications. UK Sleep Well cannot advise on drug interactions. Always disclose all current medications to your healthcare provider.
What should I do if I experience side effects?
If you experience any adverse, unexpected, or concerning side effects after taking your medication, you should seek medical attention promptly. Do not wait to contact your doctor or pharmacist. Once you are safe, please also notify UK Sleep Well so we can update your records accordingly. In an emergency, always call 999 or attend your nearest A&E.
Are these medications safe for long-term use?
Most medications in our range — particularly benzodiazepines, hypnotics, and opioid analgesics — are recommended for short-term use only. Prolonged use can lead to tolerance, dependence, and withdrawal symptoms. Always follow the guidance of your prescribing healthcare professional regarding the appropriate duration of treatment.
• Sleep aids (e.g. Zopiclone, Zolpidem): typically 2–4 weeks maximum
• Anxiety medications (e.g. Diazepam, Lorazepam): typically 4 weeks maximum
• Pain relief (e.g. Tramadol, Co-codamol): short to medium term as clinically directed
• Wakefulness agents (e.g. Modafinil): as prescribed for diagnosed sleep disorders
Returns & Refunds
Can I return medication if I change my mind?
No. In accordance with UK and EU health and safety regulations, medicinal products cannot be returned once dispatched. Returns are not accepted on the grounds of change of mind, changes to your treatment plan, or non-use. We strongly recommend consulting a qualified healthcare professional before placing your order.
What happens if my order arrives damaged or incorrect?
If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as possible at info@uksleepwell.com. You will be asked to provide photographic evidence if applicable, and to retain your original packaging until the matter is resolved. We will assess your claim in line with our Delivery, Refunds & Complaints Policy and arrange a refund or replacement where appropriate.
How long does a refund take to process?
Once a refund has been approved, it will be returned via the same payment method used for the original transaction. Processing times may vary depending on your bank or payment provider, but refunds are typically completed within 5–10 working days of approval. If you have not received your refund within this timeframe, please contact us.
Privacy & Your Data
How does UK Sleep Well handle my personal data?
We take the privacy and security of your personal data very seriously. All data is handled in accordance with UK GDPR and the Data Protection Act 2018. We collect only the information necessary to process your orders and provide our services. We do not sell, rent, or share your data with third parties for marketing purposes. For full details, please read our Privacy Policy at www.uksleepwell.com.
Will anyone know what I have ordered?
We treat all customer order data with complete confidentiality. Your order information is used solely to process and fulfil your purchase. We do not share your order details with any third party except where legally required to do so, or where necessary to complete delivery (e.g. with our courier partner). All packaging is entirely discreet with no indication of the contents.
How can I request deletion of my personal data?
You have the right to request deletion of your personal data at any time, subject to certain legal retention requirements. To submit a data deletion request, please contact us at info@uksleepwell.com with the subject line “Data Deletion Request”. We will respond within 30 days. Please refer to our Privacy Policy for full details of your rights under UK GDPR.
Complaints & Customer Support
How do I make a complaint?
We are sorry to hear if something has not gone as expected. To raise a complaint, please contact our customer support team at info@uksleepwell.com, by phone on +44 (0)20 3951 4117, or by post to 167-169 Great Portland Street, 5th Floor, London, W1W 5PF. Please include your full name, order number, a description of the issue, any supporting evidence, and your preferred resolution. We will acknowledge your complaint within 2 working days and aim to provide a full response within 15 working days. For full details, please see our Complaints Procedure.
What are your customer support contact details?
You can reach our customer support team using any of the following:
• Email: info@uksleepwell.com
• Phone: +44 (0)20 3951 4117
• Post: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF
• Website: www.uksleepwell.com