Shipping policy


Thank you for choosing The Diennet Institute EU & UK. Because your medication is bespoke and custom-compounded specifically for your clinical needs, the fulfillment and delivery process differs from standard retail pharmacy services.

1. Prescription & Fulfillment Timeline

Each prescription is handcrafted by our compounding pharmacists following a doctor’s consultation. Due to the precise nature of this formulation:

  • Fulfillment Window: Please allow 6–8 weeks from the date of your successful consultation/payment for your medication to be prepared.

  • Quality Assurance: This window ensures that your medication meets strict UK pharmaceutical standards for stability and potency before it leaves the laboratory.

2. International Shipping (UK to EU)

We ship all medications from our facility in the United Kingdom to your designated address in the European Union.

  • Courier Services: We utilize tracked, medical-grade courier services to ensure the integrity of your package.

  • Transit Time: Once dispatched, shipping typically takes 5–15 business days, depending on the destination country’s postal efficiency.

3. Duties, Taxes, and Import Declarations

Since the UK is no longer part of the EU Single Market, your shipment is subject to international customs regulations.

  • Import Duties & VAT: You (the patient/importer) are responsible for any local VAT or import duties levied by your country’s customs office. These are not included in our clinical fees.

  • Customs Clearance: Packages must pass through import declarations. While we provide all necessary pharmaceutical documentation and "Commercial Invoices," Customs-related delays are beyond our control.

  • Local Requirements: Some EU countries may require the recipient to provide a additional information to the courier to release the package.

4. Tracking and Notifications

  • Order Confirmation: You will receive an email once your prescription has been sent to the pharmacy.

  • Dispatch Notification: Once your medication has been compounded and passed through quality control, you will receive a tracking number via email.

  • Monitoring: We recommend monitoring your tracking link closely, as the courier may contact you regarding duty payments or delivery slots.

5. Temperature-Sensitive Medications

Your medication requires room Temperature storage of 20-23 Degrees Celsius:

  • It will be shipped in validated thermal packaging with medical-grade packaging.

  • We prioritize "Express" shipping for these items to ensure they arrive within the validated temperature window.

6. Lost or Damaged Shipments

In the rare event that your medication is seized by customs or damaged during transit, please contact our patient support team at dr@diennet.eu immediately. We will investigate the issue and, if necessary, arrange for a replacement or assist with the documentation required for release.

Important Reminder

Please ensure you have an adequate supply of your current medication before ordering, as we cannot "rush" the 6–8 week compounding and international customs process.

Frequently Asked Questions: Shipping & Customs

Why does fulfillment take 6–8 weeks?

Unlike "off-the-shelf" medications, your prescription does not exist until your doctor authorizes it. It is custom-compounded by a specialist pharmacist to your exact dosage and requirements. This artisanal process, combined with rigorous safety and stability testing, requires several weeks to complete before the medication is cleared for dispatch.

Why is shipping from the UK to the EU more complex now?

Following Brexit, the UK is a "Third Country" relative to the EU. This means every medical shipment must undergo:

  1. Export Declaration: Formal filing with UK Customs.

  2. Import Declaration: Processing by your local country’s customs authority.

  3. Regulatory Inspection: Verification that the contents are for personal medical use.

Will I have to pay extra fees when the package arrives?

Yes, potentially. Most EU countries apply local VAT and administrative "handling fees" to imports from the UK. The courier (e.g., DHL, UPS, or DPD) will usually contact you via text or email to collect these fees before they can deliver the package. We recommend paying these promptly to avoid the package being returned to the UK.

Why is my tracking status stuck at "In Customs"?

It is normal for a package to show "In Customs" for 3–7 business days. During this time, customs officers are verifying the documentation and calculating duties. We provide a copy of your prescription and a commercial invoice with every package to speed this up, but we cannot manually intervene in government customs checks.

What happens if Customs asks for more information?

If your local customs office requests a "Proof of Prescription" or "Import License," please contact us immediately. We can provide you with a formal letter from your prescribing doctor to help facilitate the release of your medication.

Can I change my shipping address after the order is placed?

Because of the strict nature of international medical prescriptions and customs declarations, the address on the prescription must match the delivery address. Address changes are generally not possible once the pharmacy has begun the compounding process.