Frequently Asked Questions

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Your Order

Can I place my order over the telephone?

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.

Where is my order?

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.

How do I return my 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.

How do I cancel my order?

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.

Has my order been approved?

Orders placed before 4pm Monday-Saturday are reviewed the same day. If your order was placed outside of these hours it will be assessed the next working day. You are informed of the status of your order via email or sms, depending on which option you selected when registering for this service.

How do I place an order?

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.

Does anything get posted to my address?

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

Why have you cancelled my order?

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.

What happens if my order is cancelled?

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.

I need to place an order for myself and someone else

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. 

Can I reorder?

To place a repeat order simply log in your account and under the treatments section, click on the pink 'reorder' button. You will be directed through a very short health assessment to ensure it is still suitable for us to continue prescribing this treatment to you.

Your Account and Registration

How do I change my personal details?

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.

I cannot access my account?

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.

How do I register with you?

Click here to register for our service.

What is my Patient ID number?

Your Patient ID number is a unique code assigned to you when registering for the Online Doctor service. It can be found in your confirmation notification or by checking the personal details section of your account.

Contact

I can't read the message from the doctor

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

How do I unsubscribe from your emails?

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.

How do I contact you?

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.

How do I speak to a doctor?

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

What confirmations will I receive?

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.

How do I contact the pharmacy?

If you chose to click and collect your order, you can contact your local pharmacy specifically – use the Superdrug Store Finder to find the relevant contact info

If you chose to have your order delivered to your preferred address, you can contact the hub pharmacy that dispensed your order on 01604 603897

Other

I need general medical advice

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.

What treatments do you provide?

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

Can I use my NHS medical exemption certificate?

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.

Are you a registered pharmacy?

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

Can I get the pill for free?

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.

I’m not satisfied with your service, how can I complain?

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.

Does my GP need to know about my Superdrug Online Doctor treatments?

We think it’s a good idea to let your GP know about any treatments that you’re getting from Superdrug Online Doctor. Keeping your GP in the loop about your treatments helps them stay on top of your personal health situation and it can make it easier for them to check for and treat other health problems you might get.

We inform your GP if you have ordered specific medications through our service, this does not apply to all treatments. If you would like to know whether a specific treatment falls into this category please message us directly through your account.

If you do want to let your GP know about your online treatments, you can download a GP letter from the ‘Order History’ section of your account. Or, Superdrug Online Doctor can also send this letter directly to your GP on your behalf. If you’d like us to do this for you, just send us a message through your account, including your GP’s name and the address of their surgery.

Order and Collect

What are your pharmacy opening hours?

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

Can you dispense a private prescription?

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.

What items are available for Order & Collect?

It is possible to collect a number of treatments from your local Superdrug pharmacy, these include but not limited to: Erectile Dysfunction Treatment; Chlamydia Treatment; The Morning after Pill; Cystitis Treatment and Asthma Inhalers. If a product is available for in-store collection the service will be displayed on the delivery options page.

Test Kits

Why haven't I received my test results?

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

Can I collect a test kit from Superdrug?

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.

What lab do you use?

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

How long do test results take?

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.

I didn't include my form in my test kit, what should I do?

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

What is my test request form?

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.

My security seal is missing

Don't panic! Just send your labelled sample back in the pre-paid envelope. Make sure you include your test request form.

Payment

Can I pay in store?

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.

What payment types do you accept?

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

Can I use PayPal?

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.

Why can't I have a refund?

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.

Can I have a refund?

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.

When do you take payment?

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.

Can I change my billing address?

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. 

Are my payment details secure?

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.

What will appear on my bank statement?

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.

Will it cost me anything extra for the prescription?

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

Why are you so expensive?

The price advertised covers the time the doctor spends reviewing your assessment as well as a charge for writing the prescription. This is combined with the cost of the medication. 

Delivery

Do you deliver outside of the UK?

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.

What are your delivery costs?

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.

How long will my delivery take?

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.

Is the packaging discreet?

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.

Who delivers my prescription medicines?

Your item will be sent via Royal Mail.

Can I set a delivery time?

It is not possible to specify what time Royal Mail will deliver your item via our Standard delivery or Express services.

CQC Inspected

The latest CQC inspection found this service to be "safe, effective, caring, responsive, and well-led" with a Good rating. This inspection was conducted on 23th January 2023 and the results were published on the 11th April 2023. To find out more about this inspection, please see here.

Patient Reviews