Patient Guide

The quickest way to get help with an order is the built-in chat. It connects you directly with the team looking after your order, and the whole conversation stays in one place so nothing gets lost.

Opening the chat

Look for the round chat bubble in the bottom-right corner of the page. If you have unread replies, a badge shows how many are waiting, and a short preview pops up when a new message arrives. Tap the bubble to open your Messages list.

Your conversations

• Each conversation is usually linked to a specific order, with the order number shown at the top — so it's easy to keep different orders separate.
• The most recent conversations appear first, with the last message previewed underneath.
• Use the Archived tab to find older conversations you've tidied away.

Sending a message

1. Open a conversation from the list.
2. Type your message and send it. You can also attach a file — handy for sharing a photo of a delivery or a document.
3. The team is notified and will reply in the same conversation. You'll hear a sound and see the unread badge update when they do.

Starting a new conversation

If you don't have a conversation yet, the easiest way to start one is from the order itself: open the order and use Report an issue. Your report becomes the first message in a new chat, and the team is emailed straight away.

Tidying up

When a conversation is finished, you can archive it to keep your list clean. Archived chats aren't deleted — you can always read them again under the Archived tab.

Replies come from real people, so response times can vary — but the team will get back to you as soon as they can.