FAQs

Our step-by-step guide will show you.

Your clinic will send your prescription to us directly via a link or secure email.

We provide our bespoke service for a limited number of clinics, who will send your prescription to us directly.

If you would like to know whether your clinic uses our service, or if we can help with your prescription, please get in touch using the contact form.

Please do not send your prescription until you have spoken to us.

If you are due to start your medication in the next 48 hours and you haven’t heard from us, please check your voicemail and email as we may have been trying to contact you. If you don’t have any messages from us, please check with your clinic that they have sent us your prescription and please call us too.

Customer Care: 01923 233466

We will only deliver after we have spoken to you.

We will call you or your named contact to arrange delivery and take payment for your medication.
If you are starting medication in the next 48 hours and haven’t spoken to our team, please call us on 01923 233466
Please also see – ‘how do deliveries work’

If you are starting a new cycle of treatment, we would expect to receive your prescription and contact you at least 48 hours before your start date.

If you are in the middle of treatment and require further medication, we will be trying to contact you. Look out for calls or please call us on 01923 233466.

Once we receive your prescription, we will prepare a detailed quote. We will discuss this with you when we call to arrange delivery. We will also discuss any additional requirements, such as sharps bins, needles, syringes.

You can pay over the phone using any debit or credit card except AMEX. Alternatively, we can provide you with our information for a BACS transfer. Payments are required by 2pm the day before the scheduled delivery.

We can only dispense items included on the prescription by your clinician. At your request, we can dispense less than prescribed, (not more) (except where this will negatively affect your treatment regimen) but strongly recommend that you discuss this with your clinical team to ensure that you have enough medication for your treatment.

If you have any other queries with your prescription, we will work closely with you to contact the clinic and resolve any issues as delays can affect the delivery process.

Please see our infographic.

We will call you to arrange delivery. Due to the personalised service we provide, we won’t arrange deliveries with your clinic.

If you haven’t heard from us 48 hours before your treatment start date, please contact us: Customer Care 01923 233466

We provide morning deliveries Monday – Friday, between 8am – 12:30pm. For long distance locations such as Scotland, delivery will be an all day service between 8am and 6pm.

Refrigerated medication– these deliveries are only made Tuesday – Friday.

On the day of delivery, you will receive a text with the one-hour timeslot scheduled for your parcel to arrive.

If you need to make changes to your delivery, please call us and do not make changes via the text as this will delay your delivery.

Parcels are delivered in packaging designed to keep the contents safe and the delivery confidential.

Deliveries can be made to anywhere* in the UK but must be signed for by an adult and cannot be left in a safe place or unattended.
*Some of the UK Highlands and Islands require a 2-day service. We will discuss this with you when we arrange your delivery.

Our personalised service wants to ensure that the medication reaches YOU directly without any delays. As such, we can deliver to your place of work, but only recommend this if it is a place where deliveries get to you directly and quickly with little chance of misplacement. For example, we do not deliver to hospitals, universities or pharmacies.

Next working day deliveries are available for emergency prescriptions only. Emergency prescriptions must be received by our team no later than 1.30pm Monday to Friday for next day delivery.

We provide morning deliveries Monday – Friday, between 8am – 12:30pm. For long distance locations such as Scotland, delivery will be an all day service between 8am and 6pm.

If your medication needs refrigeration, we can only deliver between Tuesday – Friday.

We can provide other timed delivery options depending on your individual situation, please call us to discuss. Timed deliveries incur additional costs.

The courier will either attempt delivery the following day on an all-day service between 8am-6pm or they will send you a pick-up code and deliver your parcel into a DPD pick-up shop local to you.

If this happens and you were expecting refrigerated products, please call our team immediately.

This will be explained when we call you to arrange delivery and afterwards in an email.

Medication requiring refrigerated conditions (2-8°C) will be delivered in validated specialised packaging. Please place in the fridge immediately or at the very latest, by midnight.

The outer packaging will have a label stating the following:
Refrigerate Immediately. Store between 2-8°C. Do not freeze.

All medication will be delivered together with the medicine’s Patient Information Leaflet.
Please check for storage instructions.
Medication requiring refrigeration will be delivered in specialised packaging and will be labelled:
Refrigerate Immediately. Store between 2-8°C. Do not freeze.

We must adhere to the regulations of our pharmacy licence and the Medicines Act, which prohibit us from re-selling medicines returned from patients. If you need to safely dispose of your unused medication, you can return it to us to be destroyed or contact your local pharmacy who will be able to help.

Sharps bins contain clinical waste and must not be disposed with your household waste.

Please check with your clinic or contact your local council for guidance on the appropriate way to dispose of your sharps bin.

We will only deliver medication prescribed by your clinician which will include any administration instructions they have included on your prescription.

If you require more information about when or how to take your medication, please contact your clinic.