This article was created on 30/03/2020 and will be updated frequently. Last updated 26/11/2020.
As we enter another national lockdown in England, we want to reassure all our patients that we are well prepared and will continue to support everyone who needs help in getting their medication delivered safely. Here you can find the latest updates on our service and the best ways to contact us.
Orders and processing
Our service is running as normal. You should always order your medication in plenty of time, to avoid running out. Ordering your prescription 10 working days before you need it to arrive helps everyone involved in the process to make sure you receive your medication on time
GP’s are generally approving prescriptions within 1-2 working days
Our pharmacy teams are dispensing and dispatching orders within 1-2 working days
Royal Mail should deliver your parcel within 2-3 days*
So ordering those extra few days in advance, really helps to make sure your medicines arrive before you need them. As always, you should not order more medication than you need.
*As we approach the Christmas period, which is usually a busy time for Royal Mail, we ask patients to please make sure they order their medication in plenty of time to avoid any potential delays Royal Mail may experience.
You can find the latest updates from Royal Mail and sign up for their service level alerts here: Coronavirus update.
As the UK’s largest pharmacy, we have a great supply of medicines, and continue to receive frequent deliveries from suppliers daily. Should an item be out of stock, we will inform you of delays and provide the options available to you.
If you require an urgent supply of your medication, you should contact your GP to issue an emergency prescription. You may wish to ask your GP for a paper prescription rather than an electronic prescription, so you can take it to the most convenient local pharmacy near you. This will also make it easier for you if one pharmacy is out of stock of one or more of your medicines.
We will keep you updated regarding your order as much as possible and there are a number of resources available which should be able to answer most queries.
Read our frequently asked questions
We always recommend taking a look at the frequently asked questions area of our website as it contains lots of practical information such as:
- How do I register?
- How do I check the status of my order?
- Coronavirus (COVID 19) Delivery Update
- How will my medication be delivered?
- How do I change my personal details?
Still need to speak to us? If you’re still unable to find what you’re looking for, there are a few options to contact the team. If you have your account details ready, this helps speed things up which helps us deal with as many patients as possible.
‘Live chat’ is available on our Help & Support page throughout the day, but may not be available if the chat team is already busy helping people.
Our automated phone service is great if your call is to place your order or check on its progress. Alternatively, you can speak directly to one of our friendly advisors for other queries. You may experience some wait times in peak periods but you can use our free of charge call back service and one of our advisors will always be in touch that same day. Our telephone number is 0113 265 0222
You can email us at firstname.lastname@example.org. You should receive a reply within 24 hours (Mon – Fri) but kindly ask that you only follow-up an email if we haven’t replied within 48 hours.