Call us on 0203 5880 293, Mon - Fri, 9am to 6pm, Sat, 9am to 5pm

Delivery and Returns

Superdrug Online Doctor

The latest CQC inspection found this service to be "safe, effective, caring, responsive, and well-led". This inspection was conducted on the 31st of May 2017 and the results were published on the 16th October 2017. To find out more about this inspection, please see here.

Confirming your order 

A confirmation email will be sent to you at the time you place an order. You can see the details of the order in your electronic patient record. Another confirmation email will be sent when a doctor has assessed your medical information and issued a prescription. 

We send prescriptions securely and electronically to the Superdrug Pharmacy for dispensing and dispatching the medicine on the same day or the following working day. 

Packaging, dispatch and deliveries

Only pharmacy addresses appear on the backs of packaging. Nothing on the outside of the packaging indicates that there are prescription medications within. Most items are dispatched using Royal Mail on the day of the order or on the next working day except at weekends.

A signature is required on receipt of delivery, but it does not have to be the patient who signs for it. If you need to enquire about a delivery, please call our customer services team on 02035880293.

If you have a specific enquiry about Royal Mail deliveries in your area, they are listed here:

Order & Collect

Order & Collect in just 3 easy steps: 

  • order online;
  • choose your pharmacy store; and
  • collect your order in store for free. 
For all services you can now collect your medicine for free from any Superdrug Pharmacy across the UK.

If you place your order after 4pm, you can collect your order the following day, after 11am. Please note, that our pharmacies are closed on Sundays.

If an Order & Collect item remains uncollected after 2 months, the item will be returned to stock or destroyed if out of date. It will not be refunded.

If an item remains uncollected after 2 months then you may be required to re-complete a medical assessment to ensure that the medication is still clinically appropriate for you.

If you're not eligible

If for any reason the doctor requires additional information prior to issuing a prescription, you'll find a message in your electronic patient record or you will receive a text message or a phone call. If for any reason an order is declined, you will be informed of the reasons and refunded in full to the same payment card.

Prescription medicine

For reasons of safety, we cannot allow medicines to be returned once they have left the pharmacy. The pharmacy is not able to use returned medicines. If you have unwanted medicine, please take it to a local pharmacy for safe disposal.

For orders that are to be delivered by post, you can cancel an order for medicines up until the point where the doctor issues a prescription. This can be done by sending the doctor a message via your electronic patient record. Please note, a doctor may issue a prescription within minutes or hours of an order being placed.

If the doctor, for any reason, decides not to issue a prescription for an ordered medicine you will be notified via a message in your electronic patient record and a full refund will be made to your card within a few days. You will be able to see the reason the prescription could not be issued in your electronic patient record where you can see messages from our doctors.

If you order a medicine for collection from a Superdrug pharmacy and have not yet collected your medicine, you can cancel your order up to 7 days after placing the order and receive a full refund.

Please note when ordering a generic medication: We may use a range of manufacturers in order to provide you with your medication in a timely manner. 

Damaged or faulty goods

Damaged or faulty goods can be returned and a full refund will be given including your postage costs. Please inform us first via a message in your electronic patient record of your intention to return faulty goods including, the nature of the fault, order number and your postage costs.

Please ensure that the returned item is complete and it is packaged safely to avoid further damage and include all the original packaging. We recommend that you return faulty goods by registered mail.

Please note that if the item is further damaged by the process of return an appropriate sum will be deducted from your refund. Please return to the dispensing pharmacy whose address you will find on the patient label on your medication.