Chemist Direct FAQ's

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).
  
  
• Who is ChemistDirect.co.uk? - read more
  We're the UK's number 1 online retailer of pharmacy medication, specialist skincare products and everyday essentials. 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
  Our Superintendent Pharmacist is Phil Day MRPharmS. GPhC Reg No: 2043558. Over 3 million customers have shopped with us since 2007, and have rated us as 'Excellent' on Trustpilot from over 70,000 customer reviews. See for yourself.
• What's your company information? - read more
  ChemistDirect.co.uk is a trading name for Pharmacy2U Limited and we've been operating since 2007. Our CEO is Mark Livingstone. Our registered address: ChemistDirect.co.uk, Lumina, Park Approach, Thorpe Park, Leeds, LS15 8GB.

Online Shopping, Deliveries & Returns

• How do I contact the Customer Care team? - read more
  If you have any issues or queries regarding your Chemist Direct order, you can speak to our friendly UK-based Customer Care team. Please click here for more details.
• How do I place an order with Chemist Direct? - read more
  We've put together a handy guide to shopping with us. 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 Chemist Direct account. 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 via out Contact Us 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 28 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 3-5 days of receiving the item(s), 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
  We accept all major credit and debit cards. You can make a payment with Visa, Visa Debit, MasterCard, Mastercard Debit, American Express, JCB, and PayPal.
  You can make a payment over the telephone by calling a member of our Customer Care team. Please note; the payment will appear on your statement as Pharmacy2U Limited.
• How do I alter details in my online account? - read more
  To update the personal details on your Chemist Direct account simply sign in and go to 'My Account'.
• 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.
• 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. Get in touch with them by visiting our Contact Us page.
• How is my order delivered? - read more
  Your order is delivered in either a plain and discreet cardboard box or envelope. 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 Next Working Day 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 a collection 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 back to us, and we may charge you for the re-delivery.

Marketing & promotions

• Do you have any offers or deals? - read more
  Sign up to our 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
  It will break our heart 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. There's also an unsubscribe link on every marketing email sent.

Prescription medication

• How do I make a pharmacy related complaint? - read more
  If you are unhappy with the service received from our pharmacy department, please consult our customer service team in the first instance, and they will be happy to help. It can be found by clicking here. Our customer service team can be reached by phone, or by completing the online form provided.
• 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.

Security & privacy

• Why do you need my email address? - read more
  A valid email address is required to make a purchase with Chemist Direct. 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 "Barclays" 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.
• 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
  If you can't remember your password, you can update it with our forgotten password screen.
  
  To change your password, simply log in to your account and click on 'my account settings' and updating the 'account details' sections.