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 within 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 the 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 (Order by 2pm, subject to doctors approval)

DPD Saturday tracked delivery is also available at the checkout- £9.95 (Order Friday by 2pm, subject to doctors approval)

We do not offer same day delivery 

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 requesting DPD next day delivery 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 after 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. 

I require a specific brand of medication, how do I request the brand I need? 

All images displayed on our website are for illustration purposes. As noted on the medication product pages, the brand received may vary. If you require a specific brand of medication, please state this clearly in your consultation form to the doctor. The doctor can then note this on your prescription for the pharmacist.

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 (this can take up to 4+ hours, depending on daily order volume), orders can sometimes be authorized after the 2pm next day delivery cut of point, meaning that your order will be sent out the following day for a next day delivery/next day morning tracked delivery. Please note that in order to qualify for next day delivery, all prescription requests must be submitted for the doctor to review before the 2pm cut off time. Any request submitted after 2pm, if approved, will be dispensed and shipped the following working day. Any orders, submitted Friday after 2PM, Saturday, Sunday or bank/public holidays, will be dispensed and shipped upon the pharmacy opening. 

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 the patient support team on 0800 112 3987 or email [email protected]

My parcel says it has been delivered when tracked, but I have not received it, what should I do? 

If this happens please contact patient support. A member of our team will open an investigation with your courier. We will confirm with your courier where your parcel was delivered to, as this may be with your neighbour or left in a 'safe place'. If it is confrimed by your courier with proof of delivery (This is usually GPS tracking, Signature or image of delivery place, depending on the courier) that your delivery was carried out, we can not issue another prescription due to patient safety guidelines nor will we issue any refund. We also can not dispense any medications to you until the investigation is completed due patient safety policies. It is vital you check with any neighbours if they have signed on your behalf or in any 'safe place' you have nomiated. It is also advised to check with anyone else who may use your address as they may have signed for your parcel. 

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. Please note we do not offer same day delivery. 

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. All requests submitted on a Friday that require Saturday shipping, must be submitted and approved by the doctor before the cut off time of 2PM. Any orders submitted after this will be dispensed and shipped the following Monday. If you have paid for Saturday delivery and your prescription was not approved or submitted before the 2PM cut off time, your delivery will be sent via next day service. Any difference in shipping cost will be refunded to you. 

I placed my order on Saturday/Sunday and paid for Next day delivery, when will my order be delivered?

The pharmacy is closed during weekends and public/bank holidays. Although the doctor may review prescription requests during this time, all orders placed over weekends and public/bank holidays will be dispensed by our pharmacy on the next working day. Prescriptions received during weekends will be dispensed upon the pharmacy opening on Monday and shipped for next working day delivery. Orders placed during public/bank holidays will be dispensed and shipped the next working day.

How can I cancel my prescription request?

In the event you need to cancel your request, please contact our patient support team on 0800 112 3987 or by emailing [email protected]. Please note, we can not cancel your prescription once it has been dispensed and shipped. You can find more information regarding refunds, returns and cancellations here.

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 patient support team at [email protected]

or

Call the Team on 0800 112 3987

 

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