As an online pharmacy, we offer pharmacy exclusive products as part of our range. It's important that we maintain a strict procedure for the ordering of these products to ensure the safety of our customers.
Identifying a Pharmacy Exclusive product
You can identify any pharmacy exclusive product by the + symbol shown against the product.
When you click into the product detail it will highlight the need for a pharmacist to review your purchase and a notification that we will ask some questions before you're able to add the product to your basket.
Pharmacist questionnaire
When you add the product to your basket, you will be asked a series of questions about you and the use of the product to ensure it is safe for your purchase.
It's important to answer these questions honestly to allow us to ensure the safe sale of the product. The questionnaire may differ, depending of the type of product you're adding to your basket.
Once you've completed the questionnaire, you can add the product to your basket and proceed with shopping or checkout.
We have also set safety limits on product purchases with particular active ingredients and/ or groups of ingredients where a limit is required for safe sale.
Checking Out
Upon checking out, you will be asked to create an account. This allows us to monitor any future sales for safety reasons and ensure we have the correct details on file within your account to allow a smooth checkout process in the future.
For any pharmacy exclusive products, the next day delivery option is blocked. This is because our team will require a little more time for processing your order due to the pharmacist intervention and approval process.
ID Check
For all pharmacy exclusive products, we require a form of ID to verify who you are, where your product is being delivered, and your age. This allows us to ensure the safe delivery of our products.
After checkout, you will receive an email from our team requesting a form of ID, such as a driving license, or passport and utility bill. We will only ask for this the first time you set up an account with us.
We use the ID to verify your age, name and delivery address. All information is held securely for this purpose and removed from our system once we have confirmed the details match those provided on your account.
Please provide this to us within 3 working days to allow us to process your order. If we do not receive your ID within 3 working days, unfortunately we will be unable to process your order and you will receive a full refund and a cancellation note for your order.
Order fulfilment
Once you've checked out and provided us with your ID, we will begin processing your order.
Your pharmacy exclusive products are sent to our pharmacist team for review and safety checks before dispatch. Once approved, our fulfilment team will pack and dispatch your order in discreet packaging and you will receive a further confirmation of order dispatch.
What if my order is rejected by the pharmacist?
There are various reasons why your order may have been refused. Our pharmacist will have deemed the product unsuitable based on the information you have provided in our questionnaire.
We will reach out to you to advise of the order rejection and where possible provide further support and guidance to help you.
You will then receive a cancellation note and refund for the pharmacy product.
In some circumstances, our pharmacy team may wish to ask you further questions to determine the safe sale of the product. We ask for your phone number on checkout to allow us to reach out to you regarding your order in these circumstances.