FAQs

What services do you offer?

We receive private prescriptions from clinicians, and then deliver medication to patients conveniently, reliably and stress-free. We’ve delivered medication to a departure lounge seconds before boarding and backstage before a rock concert. It’s what we do.

Do I need to register as a patient?

No, there is no need to register as a patient. Once your prescriber has sent us your electronic prescription, you will receive a payment link for the necessary transaction. All further communication will be via phone call, SMS and/or email. Rest assured, our dedicated team is always available and more than happy to assist you. Feel free to reach out to us at any time for any enquiries or concerns you may have. 

My doctor has sent Pharmacierge a prescription, so do I need to contact you

You don’t need to contact us. We’ll process and price the medication your clinician has prescribed for you and contact you by phone, SMS or email for your payment and delivery information. Once paid for, we’ll organise for your medication to be delivered to you as soon as possible, meaning you can sit back and relax.

I’ve just been sent a payment link, what is it for? Why has my doctor sent you this prescription

Your doctor has sent your private prescription to Pharmacierge for delivery directly to you. You’ve therefore received a secure link to pay for your medication online. If you would like further information about your medication, please call us on 0207 631 1269 or message us.

How much does delivery cost

All of our standard deliveries are free to London postcodes, and nationally. Same day deliveries outside London, refrigerated medication and international shipping are also available but do carry a fee. 

How much will my medication cost

You will usually receive an SMS or email from Pharmacierge, with a secure payment link leading to your medication price. We may also call you if we need to discuss your medication. All our medication is competitively priced, particularly when compared to pharmacies who don’t offer a private prescription delivery service.

What payment methods do you accept?

We accept all major credit cards, including American Express, Visa, Mastercard, GPay and Apple Pay through our secure payment portal.

How can I obtain an insurance receipt for my medication?

If you require an insurance receipt, please request this in the comments section after you’ve completed payment. An insurance receipt can also be requested by sending us a message. When sending us a message, please do include your order number.

When will my medication be delivered

Delivery dates will vary dependent on the timing of your prescription, your payment, your delivery location and the availability of your medication (these typically range from 0-5 weekdays after payment). Same day deliveries outside London carry a fee.  International deliveries also available.

You will receive an email confirmation once delivery has been scheduled, followed by an estimated delivery window on the delivery day. All of our deliveries are tracked. 

How will my medication be delivered

All of our delivery packaging is discreet and unmarked, so it is suitable to be delivered to wherever you require (home or work).  All medication will be hand delivered by couriers to your nominated address. It is not our policy for drivers to leave packages ‘safe’ or with neighbours. Packages must be accepted in person by an adult (over the age of 16). 

Can I collect my medication in person

Our service is geared towards delivery, which will almost always be more convenient for you than collecting your medication. You can collect your medication from our Pharmacy located at 8 Wimpole Street, London W1G 9SP during our opening hours however, please allow ample time for us to process your prescription. If paying online, please indicate during payment that you intend to collect your medication in person. We accept cashless payments.

What if I’m not home when my delivery arrives

Your delivery can be signed-for by a representative (over the age of 16) at your nominated address. If no one is going to be at your address, please contact us on 02076311269 to rearrange your delivery. We do not leave packages safe, and your package will be returned to the pharmacy if delivery can’t be completed. We will then contact you to re-arrange your delivery.  

How do I order my repeat medication?

If your clinician has authorised repeats on your prescription medication, the initial payment link SMS/email you receive from us will state this. As a patient, it is your responsibility to prompt your next repeat when needed. To order your repeat, you can contact us here or call us on 0207 631 1269. We recommend reaching out to us at least 7 days prior to when your medication is needed to ensure a timely delivery. 

What should I do if I require emergency medication?

Acting responsibly, we don’t wish to place ourselves between a patient with a clinical emergency for commonly available medication (e.g. antibiotics or an inhaler), and a local pharmacy nearer to their home which they could readily collect from.

 

Visit your Local Pharmacy – they may be able to provide an Emergency Supply of your medication. More about Emergency Supply.

 

Call NHS 111 – they can help advise further. You can also go on their website where you can locate a service which can issue you an emergency prescription.

 

Call 999 – in a medical emergency. This is when someone is seriously ill or injured and their life is at risk.

 

Find Walk-in centre services.

My medication is refrigerated, can this be delivered

Yes, we can deliver refrigerated medication in temperature appropriate packaging both within London postcodes and nationally. Since this medication can’t typically be sent using our standard delivery service, it carries a fee which covers our costs.

My medication is controlled, can this be delivered?

Yes, we can usually deliver controlled medication as part of our standard free delivery service within the UK. Since this requires pharmacies to receive a special category of prescription from your doctor, please allow more time for your medical practice to organise controlled prescriptions with us.

Will my medication be available?

We go to great lengths to source both rare and hard-to-obtain medication from the widest possible range of suppliers. We also hold direct accounts with most major pharmaceutical manufacturers. Despite our best efforts, however, there will always be medication that is in short supply or unavailable nationally. We will contact you and/or your clinician if the medication prescribed for you is unobtainable.

Can I return medication that I have purchased?

All Pharmacies in the UK are obliged to accept unwanted medication for the purposes of safe disposal, however none are allowed to reuse medication that has been returned by patients, and which must be destroyed by law. Returned medication is not eligible for a refund. Please refer to our Returns policy for further information.

I would like to speak to a Pharmacist or support team regarding my medication or delivery

Please call us on 0207 631 1269 during opening hours. Our friendly Pharmacists, Technicians and Support Staff will be only too happy to assist you. Alternatively you can also send us a message.

I have an NHS exemption (I am over 60/under 16/on benefits etc), why are you asking me to pay?

Your doctor has sent us a private prescription (non-NHS), which does not qualify for NHS exemptions. The price of your medication will vary depending on the type and quantity prescribed.

I’ve had an issue with your service, how can I complain?

We never intend for our patients to have a negative experience of our service, and we welcome feedback. We encourage you to please contact us on 0207 631 1269 or message us, and allow us an opportunity to address or resolve your issue.