Frequently Asked Questions
What are the pharmacy opening hours?
Monday - 9am - 5pm
Tuesday - 9am - 5pm
Wednesday - 9am - 5pm
Thursday - 9am - 5pm
Friday - 9am - 5pm
Saturday - Closed
Sunday - Closed
Bank Holiday/Public Holidays - Closed
How can I place an order with Medicine Direct?
1) Choose your selected medication from our online store at www.medicinedirect.co.uk
2) You will then be asked to complete a short online health questionnaire
3) Our Doctor will then review your order (this can take up to 4+ hours, depending on daily order volume), our team may contact you for additional information for our doctor if needed.
4) If your order is approved, it will be automatically sent to our pharmacy who will dispense the medication directly to your specified address.
5) You will then receive tracking numbers and order details, so you can stay up to date with the status of your order
- We cannot guarantee Next Day Delivery
- Unfortunately, you cannot contact the Doctor directly to discuss any decision they have made
- Anyone suspected to be abusing the services we offer will have their order cancelled
- Any orders placed over the weekend will be dispensed on MONDAY.
How long do I have to wait to re-order?
For certain medication, you will need to wait 30 days to be able to reorder your medication. Due to patient safety we cannot dispense any medication to your address within this time period.
In most cases if an order is placed within the 30 day restriction window we will cancel the order and provide you with a full refund. However if you place an order towards the end of the 30 day restriction window, we may hold your order until the restriction has passed and will then dispense the medication directly to you. This is also dependent up on if your medication is due at time of order.
How do I know my order has been received?
Once you have placed your order you will receive a confirmation email from Medicine Direct. This will include an order number. If you have any queries regarding your order, please contact our Customer Services team and reference this number.
Email: [email protected]
Tel: 0800 112 3987
Is the service confidential?
All medical information you have provided is 100% confidential between yourself and the doctor that is reviewing your medication request.
Is your packaging discreet?
All packaging is plain and unbranded ensuring privacy and confidentiality
Where do you deliver?
We only deliver in the United Kingdom.
Any orders to Northern Ireland, Scottish Highlands and Islands and British Isles will be sent via DPD 2- working day service. Unfortunately DPD cannot provide the next day delivery service to these locations. We will not dispense medication to parcel forwarding addresses.
What are delivery options and prices?
Royal Mail 3-4 day tracked delivery- £2.99
DPD next day tracked delivery- £5.95 (Order by 2pm, subject to doctors approval)
DPD next day morning tracked delivery (arrival by 12:00pm)- £12.95
DPD Saturday tracked delivery is also available at the checkout- £9.95 (Order Friday by 2pm, subject to doctors approval)
We cannot guarantee next day delivery
All Next Day orders are Subject to Doctor approval (this can take up to 4+ hours, depending on daily order volume)
Please note: Orders to Northern Ireland, Scottish Highlands and Islands and British Isles will be sent via DPD 2- working day service if Next Day is selected. Unfortunately DPD cannot provide the next day delivery service to these locations.
Can I change my shipping address aftet I place my order?
Unfortunately, we cannot change any shipping details. Please ensure you check your billing and shipping details are correct before submitting your order.
What payment methods do you accept?
All major Credit/Debit cards are accepted. However, we cannot take payment over the phone.
I placed my order before 2pm and paid for next day delivery, my item has not arrived.
All orders are subject to the doctors approval. For example, our pharmacy will only receive your order once the doctor has authorized it. Due to the large volume of orders that our doctors review on a daily basis, orders can sometimes be authorized after the delivery cut of point, meaning that your order will be sent out the following day for a next day delivery.
What happens if my order is rejected?
If your order is rejected, the full amount paid will be refunded to you. As with all refunds, not just Medicine Direct, please allow 3-5 working days to see this reflected in your account.
Can I order over the phone?
We cannot take any orders over the phone as you need to fill in the confidential Medical Questionnaire on our website. The questionnaire will then be sent to the doctor and will be confidential between yourself and the doctor.
How can I track my order?
You can track your order by logging into your account and clicking on the “track my order” button which will then give you a live up to date update on the status and whereabouts of your order. You will also receive an email/text notification from the delivery company you have selected with tracking information once out for delivery.
If you are struggling to track your order, please call or Customer Services Team on 0800 112 3987 or email [email protected]
I placed my order on Friday and paid for Next day Delivery, when will my order be delivered?
DPD next day orders are based on working days. Therefore, if you order Friday and select Next Day Delivery, this will be delivered on the next working day, meaning delivery for Monday.
If you are placing your order on a Friday and require delivery on Saturday this delivery preference is available at checkout, please ensure you use this.
I placed my order on Saturday/Sunday and paid for Next day Delivery, when will my order be delivered?
All orders placed over the weekend will be dispensed by our pharmacy on Monday. Please note that although our doctors will still review orders over the weekend, the pharmacy will not dispense them until Monday.
Your item will be delivered the next day once dispensed on Monday.
I am experiencing side effects, what should I do?
Discontinue using medication immediately and seek advice from your GP as soon as possible if you are experiencing any side effects from any medication.
The doctor rejected my order. Why is this?
When a doctor rejects your order, you will receive an email informing you that your order has been rejected. Our doctor will disclose in their notes why your request was rejected. This will be displayed on the email you have received.
Rejections can happen due to a number of reasons, for example: limitied information given on the medical consultation form where the doctor cannot make a fully infored decision on wether or not to prescribe, contra-indications of prescribing the requested medication, the medication requested is not suitable for the condition/symptoms specified or the doctor may want you to be reviewed in a clinical setting with your GP.
How do I make a complaint to Medicine Direct?
We always aim to provide the best customer service. If we have not reached these standards or you are unhappy with the service in any way, please contact us:
Email the Customer Services team at [email protected]
Call the Team on 0800 112 3987