FAQs

Frequently asked questions

• We've compiled a list of the top questions asked by our customers. If you can't find what you're looking for, you can either use our contact page or speak to a member of our Customer Care team on 0121 541 1800 (Monday Mon – Fri 9am – 5pm or Sat 9am – 1pm).
  
  
• What is ChemistDirect.co.uk? - read more
  We're the UK's number 1 online retailer of pharmacy medication, specialist skincare products, everyday essential toiletries and pet care products. Our customers can access more products than they'd find in a typical high street pharmacy and can manage the whole process from the comfort of their own homes. For more information, please click here .
• What are your credentials? - read more
  We're a GPhC registered pharmacy (9010315) also registered with the Care Quality Commission. Our Superintendent Pharmacist is Omar El-Gohary (2059792). We've served over 1,000,000 customers since we opened and have over 25,000 verified customer reviews on Trust Pilot. For more information, please click here
• What's your company information? - read more
  ChemistDirect.co.uk has been open for business since 2007 and is primarily based in Oldbury. ChemistDirect.co.uk is the trading name for Pharmacy2U Limited. Our CEO is Mark Livingstone and he can mix a mean banana daiquiri. Our address: ChemistDirect.co.uk, Unit 1A, Junction 2 Industrial Estate, Demuth Way, Oldbury, West Midlands, B69 4LT, United Kingdom.

Online Shopping, Deliveries & Returns

• How do I contact the Customer Care team? - read more
  If you have any burning issues or queries with regards to a ChemistDirect.co.uk order or service, you can speak to our Oldbury based Customer Care team on 0121 541 1800. Our lines are open 9am – 5pm, Monday to Friday or 9am – 1pm, on Saturdays.
• How do I place an order with ChemistDirect.co.uk? - read more
  We've put together a handy guide to shopping with ChemistDirect.co.uk. For more information, please click here.
• How can I check the status of my order? - read more
  You can check the status of your order by logging in to your ChemistDirect.co.uk account which you have set up in order to make your purchase. To read more on the status of your order, please read our delivery policy.
• Will I have a receipt for my order? - read more
  Once your order has been placed you'll receive an email confirming the details of your transaction including the order number and the items purchased. Your package will include a copy of your receipt as well as contact details if there are any issues.
• How can I amend an existing order? - read more
  If you would like to amend or cancel your order please contact our Customer Care team in the first instance on 0121 541 1800 or via out contact page. Please note; sadly we are unable to add any additional items to your order once it has been placed.
• Can I cancel or return my order? - read more
  You are entitled to return your goods within 14 days. To read more, please visit our full returns policy.
• How long does it take to process a refund? - read more
  We aim to process your refund within 24 hours of receiving the good, however it can take up to 30 days to receive the refund via the original payment method. To read more, please visit our full returns policy.
• Which payment methods do you accept? - read more
  You can make a payment to ChemistDirect.co.uk with Visa, Visa Debit, Visa Electron, MasterCard, Delta, Solo, JCB, UK Maestro/EDC Maestro, International Maestro and PayPal. You can make a payment over the telephone by calling a member of our Customer Care team on 0121 541 1800. Our lines are open 9am – 5pm, Monday to Friday or 9am – 1pm, on Saturdays. Please note; the payment will appear on your statement as Pharmacy2U Limited trading as Chemist Direct.
• How do I alter details in my online account? - read more
  To update the personal details on your ChemistDirect.co.uk account simply sign in and go to 'My Account'. Read more on how ChemistDirect.co.uk manage your personal information, please read our privacy and cookies policy.
• At what stage is my card charged? - read more
  You'll be charged for your order at the point of dispatch when you pay by credit or debit card. If you choose to use Paypal payment will be taken upon placing your order. Please note; the payment will appear on your statement as Pharmacy2U Limited trading as Chemist Direct.
• What happens if a product is out of stock? - read more
  We aim to replenish our stock levels daily but if the item you're looking for is currently unavailable, our Customer Care team will be able to provide an estimate on when the item will be in stock and recommend an alternative. You can either visit our contact page or speak with a Customer Care team member directly on 0121 541 1800. Our lines are open 9am – 5pm, Monday to Friday or 9am – 1pm, on Saturdays.
• How is my order delivered? - read more
  Your order is delivered in a cardboard box which has a strip of branded tape across the top. Depending on the size and contents of your order your order may be delivered in batches. For more information, please see our deliveries policy.
• What happens if I am not in when my order is delivered? - read more
  If your order has been delivered by special delivery, a signature will be required to complete the delivery of your package. If you are unable to sign for your delivery, the items may be returned to your local Post Office depot, left with a neighbour or in safe place depending on the delivery options selected. If you do not collect your items they will be returned to ChemistDiect.co.uk who may charge for the re-delivery.

Marketing & promotions

• Do you have any offers or deals? - read more
  Sign up to the ChemistDirect.co.uk newsletter for regular exclusive offers, deals and competitions as well as a heads up on new products which may interest you. Simply create an account by clicking here.
• What if I don't want your emails? - read more
  Then you'll break our hearts into a million pieces but you can opt out of any marketing emails by signing in to your account and going to 'my account' and 'my newsletter preferences' and click the 'unsubscribe' button.

Prescription medication

• Where do you accept prescriptions from? - read more
  ChemistDirect.co.uk supply a number of different prescription medication items for both humans and animals. In order to dispatch orders for these products we require the original prescription form to be sent to:
  

  ChemistDirect.co.uk, Unit 1A, Junction 2 Industrial Estate, Demuth Way, Oldbury, West Midlands, B69 4LT, United Kingdom.

  
  We can accept human prescriptions from both the UK and European Union. Unfortunately, we can only accept prescriptions for pet medication from within the UK.
• Who is responsible for processing my prescription? - read more
  Your prescription order will be processed by our team of GPhC registered pharmacists.
• Can I speak to a pharmacist? - read more
  You can speak to a member of our pharmacy team in confidence on 0121 541 1800. Our lines are open 9am – 5pm, Monday to Friday or 9am – 1pm, on Saturdays.
• Am I exempt from paying for NHS prescription? - read more
  You are entitled to an NHS prescription if any of the following apply to your circumstances:

  • If you are over 60.
  • If you are under 16.
  • If you are 16 – 18 in full-time education.
  • If you are pregnant or have had a baby in the last 12 months and have an exemption certificate.
  • If you have a continuing physical disability which means you cannot go out without help from another person and have an exemption certificate.
  • If you hold a valid war pension exemption certificate and an accepted disability.
  • If you are an NHS inpatient.

  You are entitled to free prescriptions if you or your partner:

  • Receive income support.
  • Receive Income-based Jobseeker's Allowance.
  • Receive Pension Credit Guarantee Credit.
  • Receive Universal Credit.
  • Are named on a valid HC2 certificate.
• How do I get a HC2 certificate? - read more
  To apply for a HC2 certificate, you should complete the HC1 form available from your local Jobcentre Plus offices or NHS hospital. You may also speak to your dentist, doctor or optician or calling 0845 610 1112 (charges may apply). If you do not qualify for a HC2 certificate, you may still receive some help towards other NHS charges if you are sent a HC3 certificate.
• What is a Prescription Prepayment Certificate? - read more
  If you are not entitled to free prescriptions and you think you will have to pay for more than 3 items in 3 months or 14 items in 12 months, you may find it cheaper to buy a Prescription Prepayment Certificate (PPC). To learn more and order a PPC, you can call 0845 850 0030 (charges may apply), visit your local GP surgery or click here
  
  You can pay for a 12 month PPC in a lump sum or by 10 monthly Direct Debit instalments. If paying by Direct Debit, you are entering into a commitment to pay all the instalments.

Security & privacy

• Why do you need my email address? - read more
  A valid email address is required to make a purchase from ChemistDirect.co.uk. We need your email in order to acknowledge your order and keep you updated with any changes or issues which may occur. We also use your email address to keep you up to date on our latest products, promotional offers and events. You can opt out of any marketing emails by updating your preferences, simply sign in and go to 'my account' and 'my newsletter preferences' and click the 'unsubscribe' button.
• How do you manage financial and personal information? - read more
  We use "Worldpay" secure payment services to ensure your financial information remains secure. Transactional information may include any credit or debit card details, your contact details, health conditions, purchase history as well as any other names and addresses you provide an address for delivery. Please note; each time you make a purchase with ChemistDirect.co.uk you will need to re-enter your credit card information.
• Do you use cookies on your website? - read more
  Our ordering system uses cookies to record a unique reference number on your computer. This means that we can recognise your computer when you visit our website and log into your account with user name and password. To read more on our policy, please read our privacy and cookies policy
• What if I've forgotten or want to change my password? - read more
  It might be the name of your mother's evil canary, or maybe the title of your favourite song, what's-it-called by the 35 year old guy with a 25 year old's wardrobe. But if you can't remember, you can update it with our forgotten password screen.
  
  To change your password, simply log in to your account and clock on 'my account settings' and updating the 'account details' sections.