Shipping policy

Delivery policy

Last updated 25 September 2026. This policy applies to every order placed on dense.global with Family Pharmaceuticals Limited (company number 16327969), trading as Dense.

1. Where we deliver

United Kingdom: every product on the Site. International (Daily Densify Vitamins only): the destinations offered at checkout. If checkout does not offer your country we cannot deliver there yet. If your address is outside the UK, checkout only accepts Daily Densify Vitamins.

2. Delivery charges

Subscriptions ship free on the first order and on every renewal, in every country we ship to. Packs of 3 and 6 ship free everywhere. A single tub bought one-time carries the delivery fee shown on the product page and at checkout before you pay.

3. Dispatch and delivery times

Daily Densify Vitamins are made in fresh batches and, with orders from around the world, stock is held in more than one location, so your order is sent from the nearest available location. We aim to dispatch within 2 working days, Monday to Friday; if we cannot, we tell you and you may cancel for a full refund. Delivery is by a tracked service, normally within 7 to 12 working days of dispatch in the United Kingdom and internationally. Delivery windows are estimates, not guarantees; customs processing, peak periods, carrier disruption and a fresh batch on its way can add time. If an order has not arrived within 30 days of the order date, or within any longer window we told you before you paid, you may cancel it for a full refund.

4. Duties and taxes on international orders

Unless checkout shows import duties and taxes as part of your total, they are not included: the carrier may ask you to pay them before delivery and they are your responsibility. A parcel that is refused, returned or destroyed because they were not paid follows section 7.

5. Tracking and safe places

You receive a dispatch email with a tracking link and can follow every order at dense.global/apps/track. Tracking can take a few days to show the first movement.

If you ask the carrier to leave the parcel with a neighbour or at a pick-up point, you have identified that person or place to take possession for you, and delivery is complete when it is handed over there. If you instruct the carrier, at checkout or through its app, to leave the parcel in a safe place, that instruction is your decision to take possession of the parcel at that place: delivery is complete when the carrier leaves it there, and the carrier's photograph and record of your instruction are our proof of delivery. Please choose a safe place you trust. If the carrier leaves a parcel somewhere you did not ask for and it is missing, section 6 applies.

6. Lost, late or damaged parcels

Until a parcel is delivered to you, or to a place or person you chose under section 5, it is our responsibility.

Tracking says delivered but you have not received it: tell us within 14 days of the delivery scan so we can obtain the carrier's proof of delivery (GPS location, photo or signature). If that proof does not show delivery to you or to a place or person you chose, we send a replacement or refund you in full.

No delivery scan: if tracking shows no movement for 10 working days after the estimated delivery date, or the carrier confirms loss, or 30 days pass from the order date, whichever is earlier, we send a replacement or refund you in full. We may ask you to confirm in writing that you did not receive the parcel and to check with others at the address. False non-receipt claims are reported to the carrier and, where appropriate, to the police, and we may decline future orders.

Damaged on arrival: email us within 48 hours with a photo of the product and the packaging so we can claim from the carrier. We replace or refund the damaged item and you do not need to send it back unless we ask.

Checkout+ parcel protection, where bought, gives you a same-item replacement through the Returns Portal (Refund policy, section 8). None of this reduces your rights under the Consumer Rights Act 2015.

7. Your address and parcels that come back to us

Check your delivery address at checkout. Email us straight away if it is wrong; we can usually change it before dispatch. A parcel that comes back to us undelivered is treated as set out in section 5 of our Refund policy. We do not refund an order lost because of an address error you made, beyond anything we recover from the carrier, but we will help you trace it.

8. Subscription deliveries

Each renewal is dispatched and delivered in the same way as your first order, with free delivery. Everything else about subscriptions is in our Subscription policy.

9. Contact

hello@dense.global or 0800 011 9598 (UK).