Once you have completed your checklist (medical questionnaire) and your order has been placed, one of our pharmacists will review your order within 24 hours (Checklist). You will receive 3 emails, the first acknowledging receipt of your order, the second to confirm your order has authorised and the final one when your order has been dispatched.

Please remember to check you junk folder for mail.

You will need to confirm that there has been no change in your medication since you last used hanadirect.co.uk. If you used our Hana Subscription Service, you will be sent a link that allows you to quickly check and confirm that nothing has changed. If you opted for our One Time Purchase, then you will then need to re-answer all 8 of the questions.

You will be sent an acknowledgement receipt of your order by email and a second to confirm that your order has been despatched. If your order needs further clarification from one of our in-house pharmacists you will receive an email to confirm this. Once they have contacted you to ensure Hana is suitable for you, you will then be sent confirmation that your order has been despatched.

For any orders where our in-house pharmacist has deemed that Hana may be unsuitable for you, you will receive an initial email stating that your order will require further checks. Following the outcome of our in-house pharmacist investigations, you will receive an email to clarify the status of your order.

Once your order has been confirmed by our in-house pharmacist, your order will be sent via Royal Mail 48 for standard deliveries and you should receive your order within 4 working days. If you choose our Next Day delivery, these will be sent out using DPD and will arrive the next working day if you placed your order prior to the cut off times highlighted on our website.

Any order placed before 3pm Monday to Friday will be sent out the same day using Royal Mail 48. Orders placed after 3pm will not be sent out until the following working day. For orders placed after 3pm on Friday, the next despatch date will be Monday. Standard delivery times are within 4 working days.

If you choose our Next Day delivery, these will be sent out using DPD and will arrive the next working day if you placed your order prior to the cut off times highlighted on our website.

If you have previously used Hana, you can order up to 12 months' supply.

For standard deliveries, we use Royal Mail 48. The item is sent out in a box using discreet packaging. If you choose our Next Day service for your order then your item will be sent out via DPD and you will be sent an email and text regarding the progress of your order and estimated time for your delivery direct from DPD.

Standard Deliveries using Royal Mail 48 do not need to be signed for. Next Day deliveries also do not need to be signed for. The discreet unbranded Hana package fits through a standard sized letterbox.

Yes, there is an option to change your delivery to Next Day. Unfortunately, these are not offered as free delivery on our Hana Subscription Service, and there is a small premium associated with this service.

Please contact the Hana Careline on 01284 717692 or info@hanadirect.co.uk
(please note calls to the Hana Direct Careline will be charged at your standard network rate)

At present the hanadirect.co.uk service is available throughout the UK only (England, Wales, Scotland, and N. Ireland). International deliveries are not currently available.

Unfortunately we are unable to accept medication that has left our pharmacy. In cases where your medicine arrived damaged or faulty, please contact us immediately and we will despatch a replacement once we have received the returned product. Please contact our Hana Direct Careline on 01284 717692 who will arrange to send you a returns label. Please include your order number on the label when you send the product back to us. (please note calls to the Hana Direct Careline will be charged at your standard network rate).

Once you have completed the Checklist (medical questionnaire) and gone through the checkout, the order is final and cannot be cancelled. This is because we will have already started the process of reviewing and dispatching your medication to you as quickly as possible. If your order hasn't yet been confirmed by our pharmacist then you can cancel your order. Please call our Hana Careline on 01284 717692 as soon as possible to do this. (please note calls to the Hana Direct Careline will be charged at your standard network rate)

Standard subscriptions run for 3 months. To cancel your subscription please visit your user account page (My Account) and update your order status as appropriate. Alternatively, you will be sent a reminder email/text prior to your next despatch where you will be able to cancel your subscription.

Yes, there is an option to upgrade your delivery. If you log into your user account page (My Account) and click the change delivery options this will give you a next day option. (please note we cannot offer free delivery on next day options)

If you pay for a Hana Subscription Service then you can edit your address details and change your delivery address. To update your details then visit your user account page (My Account).

If you would like us to deliver to a separate address as a one off, then there is an option to add a “deliver to this address”. Please be aware that this must be changed manually as your order will automatically default to your main address.

Unfortunately, we will not be able to replace any medication that has been lost. You would need to re-order on our hanadirect.co.uk website or visit your local healthcare professional or pharmacy.

On the rare occasion that there might be an issue we advise that you first check with other members of you household to establish whether they have taken in the delivery on your behalf. If there is an issue, we can raise a query with Royal Mail to try to resolve this. Please contact our Hana Careline on 01284 717692 ensuring you have your order number available. Subject to our findings we may be able to issue another order or offer you a refund.

By entering your email address and mobile number, DPD will be able to send you directly notifications of when your order will be arriving. This gives you the option to change the day or deliver to another address. This should minimise the risk of orders getting lost. However, on the rare occasion that there might be an issue we advise that you first check with other members of you household to establish whether they have taken in the delivery on your behalf. If there is an issue, please contact our Hana Careline on 01284 717692 who can raise a query with DPD to try to resolve this. Please ensure you have your order number available. Subject to our findings we may be able to issue another order or offer you a refund.