Shipping policy
Last updated: 15 August 2026
Free UK delivery
Delivery is free on every order. No minimum spend, no surcharges at checkout.
Where we deliver
We deliver to addresses in mainland Great Britain, the Scottish Highlands and Islands, and the Isle of Man.
We don't currently deliver to the Northern Ireland, Channel Islands, BFPO addresses, or anywhere outside the United Kingdom.
When we dispatch
We dispatch orders as quickly as we can — usually the same working day, and next working day at the latest.
Working days are Monday to Friday, excluding bank holidays. Orders placed over a weekend go out on Monday.
You'll get an email with tracking as soon as your parcel leaves us.
How long it takes
We send everything by Royal Mail Tracked 48, which aims to deliver within two working days of dispatch, including Saturdays.
That's Royal Mail's target rather than a guarantee. Deliveries can take longer during busy periods, bad weather or industrial action. In any case, we'll deliver your order within 30 days of accepting it unless we've agreed something different with you.
Tracking your order
Your dispatch email contains a tracking number you can follow at royalmail.com. Tracking usually updates within a few hours of the parcel entering the network.
Your parcel needs bringing in
Substrate is a living product. Once your parcel arrives it should come indoors reasonably quickly — a kit left on a doorstep in strong sun or hard frost may not perform as it should.
If you know you'll be away, or you'd rather it went to a neighbour or a safe place, set that up with Royal Mail using your tracking number as soon as you get the dispatch email.
For the same reason, please open and start your kit reasonably promptly once it arrives rather than storing it for weeks.
If your address is wrong
Please check your delivery address before you pay. We can't change it once an order is dispatched, and we're not responsible for parcels sent to an incorrect address you gave us.
If you spot a mistake straight away, email hello@getmentis.com — if we haven't dispatched yet, we'll fix it.
If your parcel doesn't arrive
If tracking shows delivered but you haven't got it, check with neighbours and around your property first, and look for a card. Royal Mail sometimes marks parcels delivered slightly ahead of the drop.
If it still hasn't turned up 10 working days after dispatch, email hello@getmentis.com with your order number and we'll chase Royal Mail and sort it out.
If your parcel arrives damaged
Email hello@getmentis.com with your order number and a photo of the damage, including the outer packaging. We'll replace it or refund you, and we'll cover the cost. See our Returns and Refunds Policy.
Returns
Covered in our Returns and Refunds Policy.
Contact
hello@getmentis.com Mentis Therapeutics Limited, 35 Dean Street, London, W1D 4PR