Welcome to our Help section

When placing an order with Chemist Direct you will find this a quick and easy process to go through. You will need to create an account with ourselves either before you begin the shopping process or when you decide to check out. Below you will find a step by step guide to ordering your products from our company:

1. Check/review all of the items which you have placed into your shopping cart to ensure that they are correct, and to also see if anything needs to be added.
2. If are you not already logged into your account, then enter your email address and password when asked to log in.
3. Check that all the billing and delivery address details are correct. If you would like your order sent to a different address this can be updated by clicking onto add new address.
4. You will be asked if you would like to set up an auto delivery on the order. You can select yes to keep this on, or No to have this removed.
5. Pay & Complete:
     • If you are paying with Credit/Debit card you will need to enter all of the relevant details into the Card Details box, and then click onto complete purchase.
     • If you are paying for your order using PayPal you will see a link on the right hand side at the bottom of the page which you will need to click onto.
         • This will transfer you to the PayPal website where all details for the transaction can be filled in and submitted.
         • When the transaction is complete you will be diverted back to our website.
6. Once the payment has gone through the order will be completed, and you will then receive your order confirmation email with your order details.

You can also visit the following link for more tips on shopping with Chemist Direct: http://www.chemistdirect.co.uk/how_shop.php

If you have placed an auto delivery on an order, then this is simple to remove. All that you need to do is log into your Chemist Direct account, and on the left side of the page you will see a box labelled your account. Within the box you will see a tab which says “My orders” by clicking onto this you will see another link with auto delivery which can be clicked on and will take you to your auto delivery page. The items with the auto delivery activated on will be listed and you simply need to click on the remove button on each item.

At chemistdirect.co.uk we can confirm that PayPal payments are accepted.

In order to purchase your items using PayPal simply click onto the PayPal link on our “Pay and Complete” page. When making a purchase using this method of payment you will be connected and transferred to the PayPal website. Once the transaction is complete you will be returned to chemistdirect.co.uk to complete your purchase.

You will receive an email from PayPal to confirm the transaction, and you will also receive an order confirmation email from ourselves.

Locating items on our website is a simple process to go through. All that you need to do is enter the name of the item you are looking for into the search bar located at the top of our homepage and click ‘Search’. This will then provide you with the items matching your requests.

We do also have a number of categories available which are located underneath the search bar to view such as Prescription, Beauty and Fragrance. By hovering over these links, options will be available for you to view a range of different items from the selections.

If an item that you are searching for cannot be located on our website, then it may be the case that we do not supply that specific product. Our new service helps you find the health and beauty products you need. Whether you're looking for a particular brand of toothpaste or a fragrance you can’t find in the shops, we can help. Our buying team can seek the items you need from our extensive range of global supplier contacts. By visiting the following link you can fill in the details required and submit your request. http://www.chemistdirect.co.uk/can't_find.php

Our aim to Chemist Direct is to provide our customers with the highest quality consumables. Stocking is checked and replenished on a weekly basis to ensure that our aims are met. The goods provided have expiry dates of between 6 months to 1 year to give the customer a suitable amount of time to use them.

By opening an account with Chemist Direct, all of your previous and existing orders will be logged and saved within the account so that the customer can check on progresses and what they are receiving from our company.

By signing into your account and clicking onto “My Orders” located in the “My Account” box this will provide you with the most recent updates on your orders. The following statuses will show on the order:

• Order Received – This confirms that your order has been accepted and received by Chemist Direct, and will be updated for processing shortly.
• Order Being Processed – Your order is now being updated in our systems, and forwarded onto our warehouse to be dispatched out within 24-48 hours.
• Order Cancelled – This would advise that your order has been cancelled. This may have been done through customer request or for an unforeseen circumstance. If you have any queries about a cancelled order then customer services can be contacted on 0845 259 0175 or at Contact Us.
• Order Dispatched / Track Parcel – Your order has now been sent from Chemist Direct and will arrive with you within the specified delivery timescales. An automated email will be sent to you with your tracking details. The tracking number can also be found through you account on “Order History”.
• Order Part Dispatched – A variety of items from your order have been sent out from Chemist Direct and will arrive with you within the specified timescales. You will be informed of the products to follow by email and an expected dispatch date of when these will be sent out.

Once you have placed an order with Chemist Direct you will receive an email confirmation containing your order number, items ordered and the value. When you have received your parcel through the post the order will contain your order Invoice (Receipt) with the details which you require. If you do need to contact us with any queries then please keep your invoice and have this to hand when you call.

Unfortunately once an order has been placed with our company then we are unable to add any items to the existing order. We can less the quantity of an item, but if you do require another product the process which we do through is as follows:

• The customer will need to contact our customer service line on 0845 259 0175 quoting your order number and stating your query.
• Our customer service team will then fully cancel the order, and an email confirmation will then be sent to you to confirm.
• The customer can then go ahead with placing a new order either through our website, or whilst you are on the line to an advisor.

Our customer service team can be reached at Contact Us where emails will be answered within 2 – 12 hours, and by telephone where you can call either of the following numbers:

• 0845 259 0175
Or
• 0121 541 1800 if you are an International caller

We also have a Live Help link available on our website where an advisor will be able to assist you through an internet based chat.

All of the items which you will find on our website do have the VAT (20%) included within the price. If you are for any reason exempt from paying VAT then this will either be deducted off the price at check out, or there is a section where you can click that “I am VAT exempt” and state the reason.

VAT Exemption does apply for people who are disabled or are Chronically Sick. This will be if you are the following:
1. If you have a physically or mental impairment which has a long term and substantial affect upon the ability to carry out everyday activities.
2. Who suffer with a condition that the medical practitioner (GP) will treat as a Chronic Sickness.
3. Who have a terminal illness.

In order for us to refund any VAT or for you to claim this back, then you will need to fill out a VAT exemption form, or if you already have a VAT exemption certificate then this will need to be shown to us, such as being scanned and sent in by Email.

If you do have any queries at all in regards to VAT exemption or claiming this back, then you can refer to H M Customs notice 701/7 or visit http://www.hmrc.gov.uk/vat/managing/reclaiming/partial-exemption.htm

Before you can place an order with Chemist Direct, you will be asked to create a customer account. You can alter the information you provide at any time by logging into my account. Please see our privacy policy for details of how we use the information that you provide to set up your Chemist Direct customer account.

Your credit card will be charged at the point at which your order is processed.

Stock levels are indicated next to the product image on the shopping pages. If an item is out of stock you can still add it to your order, however it will only be dispatched once it is in stock. Please do not order an item displayed as out of stock if you require the item urgently. We aim to replenish our stocks daily, so in most cases if the item is out of stock, it will be back in stock very soon.

In order to set up your Chemist Direct customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address when you order is received. You will also receive an email when your order is dispatched, this will allow you to track the parcel.

Yes, we offer competitive prescription services, including NHS and private prescriptions. For more information, please call us
on 0845 259 0175

Chemist Direct hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied then please contact us at Contact Us , or by calling our customer service line on 0845 259 0175 within 7 days of receipt of your parcel, and our customer service team will be pleased to assist you by raising a returns on your order for the item(s) being returned. Please ensure that you have your order reference number ready when contacting us. Please see our delivery information or refer to our Terms and Conditions for further information

The procedure for returning goods to us is straightforward and is clearly explained in our Delivery information section.

In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us at Contact Us before returning an item to request an returns authorisation code. If the item is returned without an authorisation code we will be unable to offer a refund or exchange. You will also be liable for the cost of delivery back to your address. We are unable to offer this returns policy on items opened for reasons of hygiene. Your statutory rights are not affected.

Your payment for the goods will be refunded by Chemist Direct within 30 days of cancellation by the original payment method.

In order to make a purchase through the Chemist Direct website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials if you opt out of our newsletters, which you can do from your account. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

Chemist Direct asks for these details so that we can enhance your experience of using our site, ensure patient safety, provide you with the goods and services you request from us, enable us to fulfill your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and events.

We use the latest strong encryption technology to ensure that all personal information is protected to the highest standard. Transactional information could include any credit or debit card details, your personal contact information, health conditions, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Chemist Direct account details such as your name, address, email address and purchasing history. Each time you log into your Chemist Direct account to create a new order you must re-enter your credit card details. Please see our Privacy Policy for further details.

The ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access www.chemistdirect.co.uk and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your account. Our cookies do not remember your credit card details. Please see our privacy policy for more information.

If you cannot remember your password, simply click on the link Forgot your password? an email containing your decrypted password will be sent to the email address you originally provided when you registered.

If we do wish to change any of your details at all which we have here at Chemist Direct, then this can be done through your online account. By logging into your account and clicking onto “Account Settings” your login details and Personal Information can be changed and updated. This is an easy process to go through and will only take you a few minutes to complete.

Here are Chemist Direct we do supply a number of different Prescription medication items for both Humans and Pets. With these items we do require for the original/ physical prescription to be sent into ourselves through the post before we can dispatch an order.

We do accept Human prescription from within the UK and EU. In regards to EU prescription you will need to ensure that they are fully written in English with all of the relevant requirements stated on it. When it comes to Pet Prescriptions we can only accept these from within the UK.

The address in which these Prescriptions can be sent into is:
Chemist Direct
Unit 8
Junction 2 Industrial Estate
Demuth Way
Oldbury
B69 4LT

Yes, we are a UK regulated pharmacy, with physical premises in Birmingham. Our pharmacy services are fully compliant with the Royal Pharmaceutical Society of Great Britain’s protocols and NHS primary care trust requirements.

We have a team of highly trained professional pharmacists who dispense prescription orders. All our pharmacists are members of the National Pharmacy Association and are registered with the RPSGB. Our pharmacists have years of prior experience, working for Boots, Lloyds and many others. Overall the pharmacists have over 30 years of pharmacy experience in dispensing medication and providing patient care. We also have a team of pharmacy technicians who work alongside our pharmacists to prepare prescription requests.

You can speak to the pharmacist in charge during office hours by calling 0845 259 0175 and selecting option 3. Our pharmacists are able to provide help and advice on a number of conditions in a confidential manner.

Yes, our service is fully legitimate and complies with UK laws and regulations. We understand that there are a number of illegal websites which operate from outside the UK selling counterfeit unsafe lifestyle drugs that have been featured in the media. We are not in the same category as these outfits and are lobbying hard to close them down. Our service is fully transparent and overseen by the same UK bodies that oversee all high street chemists. You can be assured that you are dealing with a professional organisation and that the medication you receive is original and safe.

To apply for an HC2 certificate, you should complete form HC1 available from Jobcentre Plus offices or most NHS hospitals. Your doctor, dentist or optician may have one too. You can also get an HC1 by calling 0845 610 1112 . If you do not qualify for an HC2 certificate, you may still receive some help towards other NHS charges if you are sent an HC3 certificate.

Your medication is delivered using 1st Class registered post (or via courier if you select the courier option at checkout). The items will be discreetly wrapped with no indication of what is inside the package. Our name or logo is not shown on the package and so you can be rest assured that nobody will know what is inside your parcel.

Yes, you can have your items delivered to an address of your choice.

We require a signature on delivery to ensure your order has arrived at the correct destination. If you are unavailable to sign for your delivery, the items will be returned to your local post office collection centre where you will be required to collect the item from. If you do not collect your items they will be returned to Chemist Direct who may charge for re-delivery.