Frequently Asked Questions

Consultations must be completed online and paid for via our secure online payment system. However, if you are struggling then please call us on 0203 5880 293 and a member of Patient Care can help you with this process.

After your order has been approved by one of our doctors, you will receive a message in your account. Please log into your account to view this message which will contain details on the progress of your order.

Unfortunately due to strict medical guidelines we are unable to accept any returns on medication that has left our possession. Further details can be found within our Delivery & Returns section.

If you wish to cancel the order then please give us a call on 020 3588 0293, or send us a message through your account. Please note that we cannot guarantee that we will be able to honour your request, for more information about which orders can be cancelled, please refer to our Terms & Conditions.

We aim to approve orders as quickly as we can, but this will depend on your prescribing doctor and availability. We will send you a confirmation email to let you know as soon your order has been approved. If your doctor has any questions or needs more information, your order will be placed on hold until you've responded to these queries.

To place an order please go to the relevant treatment page and click on the order button. You will then be directed through a health questionnaire prior to selecting which product you require, selecting your delivery option and providing a full payment. A full list of our treatments is available here.

We do not send anything to your address, only your medication which is optional on the delivery services page.

Your order may have been cancelled due to clinical reasons. You will need to log in to your account to read the message from the doctor.

If the doctor feels it is not appropriate to prescribe a treatment to you, then your order may be cancelled. This automatically issues a full refund which can take up to 3 working days for the funds to clear back into your bank account.

It is not possible to place an order on behalf of someone else. It is a legal requirement that a prescription is issued in the name of the person who intends to take the medication. Each person is required to register separately before placing their own order.

Some details can be changed in the Personal Details section of your Account. If you are unable to make the required changes then please contact Patient Care on 020 3588 0293.

If you have already registered for our service, you may wish to reset your password here. 'Forgot Password?'. If you are still experiencing problems logging in, then we would advise you to contact Patient Care on 020 3588 0293.

Click here to register for our service.

To read your new message, you need to click to open the full body of the message.

You will find an unsubscribe button at the bottom of any of our emails. Simply click on this to deactivate this part of the service.

All queries should be sent through your Patient Record using the messaging option. If you do need to speak to one of our advisors please call 0203 5880 293 and have your patient ID ready for when your call is answered.

You can communicate with our doctors using the messaging tool within your account. Alternatively, you can arrange a telephone consultation here.

You will firstly receive a confirmation once you have successfully placed your order. If the doctor has any concerns they will set your order on hold and send you a message requesting further information, this also generates a notification to you requesting you to log in and read the message. Once the doctor approves your order a final confirmation is sent stating that your order has been approved. You may also receive notifications from Royal Mail regarding the delivery of your order if you selected this service.

Unfortunately we are only able to provide advice about the services and products available on our website. A full list of our treatments is available here. If you require further medical advice then please call the free NHS non-emergency helpline on 111.

For a full list of products offered via the Online Doctor service, please visit our treatment page.

As a private service we are not affiliated with the NHS, this means it is not possible to use your NHS exemption certificate when purchasing medication.

Superdrug dispensing pharmacies are registered with the General Pharmaceutical Council. Our main dispensing hub has the registration number 1028947. For further information click here.

We do not offer free contraceptives via the Online Doctor Service. You will need to visit your GP or local Family Planning clinic to obtain your medication.

If you want to complain about your order, an appointment you’ve made, or the service you’ve received please contact Patient Care on 0203 5880 293. They’ll let you know whom you need to send your complaint to. For more details about how your complaint will be handled, please see our terms and conditions.

To find your nearest pharmacy and check their opening hours click on our store locator.

If you already have a prescription then please visit your local Superdrug pharmacy for information about your medication. To find your nearest pharmacy see our store locator.

Test results are sent to your patient record. Please log into you patient record to check progress.

Unfortunately our test kits are not available to collect in store. All of our test kits are despatched centrally to an address of your choosing.

Our tests are processed by The Doctors Laboratory based in Central London.

The timeframe for results depends on the type of test being processed. Generally all tests results are back within 5 working days. Please check your account to view your test results.

Please contact Patient Care on 020 3588 0293, and a member of their team will be able to help you.

Your test request form is an A5 sheet of paper included in your kit. We have already completed all the necessary information (your name, date of birth and the test you require). Make sure you include this, as well as your labelled sample, in the pre-paid envelope.

Unfortunately it is not possible to pay in store for your order. A payment is taken during the ordering process to secure your request for treatment but is still subject to a review by our doctor.

We accept payment by Visa Electron, Debit or Credit Card and by Mastercard Debit or Credit card.

We accept payment by Visa Electron, Debit or Credit Card and by Mastercard Debit or Credit card only. It is not possible to pay with PayPal for our services.

Unfortunately, due to strict medical guidelines that are in place, we are unable to accept any returns on medication that has left our possession. This is explained in more detail under the "Delivery & Returns" section on our website.

We are unable to accept returns on medication that has left our possession. If you still think you are entitled to a refund, please contact Patient Care by sending them a message via your account.

Once you have selected your treatment and chosen your delivery option you will then be redirected to Sagepay's secure payment page. You will need to enter the information required before confirming you would like to proceed with placing your order. A payment is then automatically taken for your item but is still subject to a review by our doctor.

You can amend your billing address in the personal details section of your account. This will not amend any previous orders that have been placed but will be effective for all future purchases.

Any information you provide during the payment stages is securely stored on our server. If you are concerned, more information can be found in our Privacy Policy.

A payment will appear on your bank statement for Superdrug Online Doctor. It does not contain any information about what has been ordered from our service.

There are no additional hidden costs. The price you see for the medication includes the cost of your prescription.

No. Superdrug Online Doctor is only able to deliver to an address within the UK. If you are in the Republic of Ireland you will need to place your order via our Ireland service.

Our standard delivery is free of charge. The express service costs £3.99 both during the week and for our Saturday delivery service. All express orders are sent via Royal Mail's Special Guaranteed delivery service. Your tracking number will be sent to you on the evening your item is dispatched.

This delivery timeframe will depend on which delivery option you choose. Our free standard delivery can take up to 4 working days and our express delivery service will arrive before 1pm the following day if placed before 4pm. The estimated delivery dates will be shown on the delivery option page.

All products are sent in plain, discreet packaging with only a Royal Mail postage label on the outside of the item. The only exception is for asthma inhalers which Royal Mail requires you to attach an ID8000 consumer commodity label to the package.

Your item will be sent via Royal Mail.