1.     What are the various delivery options offered by PharmacyOutlet?
Royal Mail post ranging from 1st Class post to Tracked Post (24hr or 48hr) and we also offer delivery to Europe as well.

 

2.     Are there any extra delivery charges?
If your order is £40 or more, we are proud to offer you FREE standard delivery (UK only). The delivery time for your First Class/Tracked 24 is normally the next working day including Saturdays, as long as the order is placed before 4:00pm 


 

Royal Mail Standard

Royal Mail Next Day

International Europe

 

Standard Delivery
(3-5 working days)

Next Day Delivery
(Order before 4pm)

5-7 days

NHS Prescription
(upon receipt of your prescription)

FREE

N/A

N/A

General orders

£3.95

from £6.95


from £12.50 depending
on the weight of the parcel

Private Prescription
(upon receipt of your prescription)

£3.95

from £6.95

  from £12.50 depending
on the weight of the parcel  


Please take note that Royal Mail Next Day is delivered next day (depending on your location - but this is not a guaranteed service and is subject to stock availability).  Royal Mail Standard Delivery is normally delivered in 48 hours from dispatch, inclusive of Saturdays, but can take up to 3-5 days.



3.     How long does it take to deliver any order?
PharmacyOutlet knows how important it is to get your order quickly. We aim to dispatch your order within 1 to 2 working days after pushing the “process order” button. 
Your order is likely to be processed the same day of ordering! 

Once your order is packed, it is delivered using Royal Mail (unless the parcel contains items prohibited by Royal Mail)  – who will deliver it straight to the doorstep of the chosen address



4.     Can a delivery address be changed after the order has been placed? 
Delivery of the goods is done in accordance with the delivery address provided by you during checkout and cannot be changed once an order has been accepted.  Any delivery timescales quoted to you are indicative. Sometimes, complete orders may be delivered in one or more packages



5.     How can I track my orders?
You can check the status of your order by logging to your PharmacyOutlet account that you must set up register to make any purchase. 
Once you have logged in to your account, click on ‘View my Orders’ where you can view your order status:



o    Order received: Orders successfully received by PharmacyOutlet
o    Order being processed: Orders which are being processed at the warehouse 
o    Order cancelled: Orders cancelled owing to any outstanding issues. 
o    Order dispatched / Track Parcel: Orders delivered from the warehouse and out for delivery 
o    Order part-dispatched: Partial orders dispatched from the warehouse



6.     What happens if I am not available to receive the product during delivery?

If you are not in when delivery is attempted, a calling card will be left woth instructions on how to either retrieve the parcel, or if possible, get the parcel redelivered.
Royal Mail will only hold the parcel for 28 days from the 1st delivery attempt.

 

If an order is returned to us, with a note from Royal Mail stating “Not Called For”, we will then email you asking for further instructions.  
If you wish the order reshipped – shipping will be payable for the further shipment.  If you no longer require the item, then we will process a refund for the item only.



All packages may require a signature at the point of delivery. 



In any case, if you have you any queries please do not hesitate to contact our Customer Care team on 03333 222400 or email us at store@pharmacyoutlet.co.uk



7.     Do you ship products out of UK? 
If you cannot find a shipping solution on our website, please email us your requirements - Please note NHS prescriptions can only be delivered within the UK. 



Remember that customs clearance, taxes or duties payable are solely the responsibility of the purchaser.  Certain countries place restrictions on the types of products that may be posted to them, we cannot be held responsible if the goods are seized by customs. It is the responsibility of the customer to check their own Customs and Excise restrictions. We cannot be held responsible if the goods are seized by customs or returned to us. In this instance, delivery charges will not be refunded.

 

Import duties and taxes may have to be paid in some countries, it is the responsibility of the customer to pay these charges.
So, we strongly advise you to check before ordering if the item ordered is allowable into the destination country as we cannot be held responsible for any issues with customs.

 

We regret that since The European Union Falsified Medicines Directive (FMD) (2011/62/EU) (1) was implemented in the UK on 1st June 2015 we are not allowed to supply UK licensed medicines to any other EU member state, this is because medicines licensed for the UK are not normally licensed for another EU country. Outside of the EU Member states the directive also gives us the legal responsibility to check an importing country will accept UK licensed medicine. As there is no simple way of checking daily compliance we are not able to accept medicines orders online for non-UK destinations, but you may still contact our customer services



8.     What happens if no order invoice is received at the time of delivery?
The confirmation mail at time of ordering online includes, order number, items and cost. 
The same mail can be used as an invoice copy, further if you don’t receive any confirmation or invoice with parcel please contact our customer care


9.     What if I do not receive my order post provided delivery date?
We strive to ensure out delivery targets are met but sadly, in some cases if we fail to do so, we are though unable to accept liability of any out of pocket expenses incurred for failed or delayed orders.  You are still entitled to full statutory rights


10.  What happens if only a part of the total order is delivered?
Depending on the location, contents and weight of your order, we may use a combination of couriers to deliver your order safely, e.g. it’s required that aerosols are delivered via a road-based courier. 


You will not be charged additional delivery fees if this occurs.

 

o    Goods will be delivered in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more packages. 
o    We are completely under no liability for any kind of delay or failure to deliver products within estimated time scales caused by circumstances beyond our reasonable control. However, in accordance with the Customer Contrast Regulations, all orders are fulfilled within a maximum of 30 days or else full refund of the order placed will be issued



11.  Can I opt for next day delivery?
Yes, we do offer a Next day delivery service - please note that this is not a guaranteed delivery



12.  What happens if the delivery address is correct but is not being accepted?
In such case, we mean that we do not ship to the address provided. If you are sure about the address and after going through our delivery information, you think we deliver to your place but still address in not being accepted, contact our customer care team



13.  Are products delivered on all days of the week? Even on public holidays?
All the delivery options exclude Bank and other public holidays



14.  Is the product packed properly before delivery to secure unwanted damages?
Your ordered product is delivered with complete care and package to reach you safely - we use a fulfilment company called Weengs, who pack and organise delivery through Royal Mail.



15.  What happens if the product is lost in transit?
If you fail to receive or track your order, please wait for maximum 15 days from dispatch before contacting us  

 

16.  Liquids and Aerosols
Orders containing more than 2 aerosols cannot be sent using Royal Mail

Customer Services will contact customers with further information once an order is received.

Unfortunately, we cannot deliver aerosols internationally, to Northern Ireland or to the offshore islands of England and Scotland. We can, however, still deliver to the Scottish Highlands mainland but due to a change of courier service a postage charge may occur, please call our customer services team for more information