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.

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 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.

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.

How much will my medication cost?

You will usually receive an SMS or email from Pharmacierge, with a 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.   If you would like more detail about your particular medication pricing, please don’t hesitate to call or write to us.

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?

You will receive either a phone call, an SMS or an email with a link to our payment portal.  We offer free same weekday delivery to London postcodes, or next weekday nationally.  Delivery dates will vary dependent on the timing of your prescription, your payment, your delivery location and the availability of your medication (typically the same weekday or 1 weekday after payment to London postcodes, or 1 to 2 weekdays after payment nationally).  Same day deliveries outside London carry a fee.  International deliveries also available. Patients will receive an estimated delivery window on the delivery day.  All deliveries are tracked.

How much does delivery cost?

Our standard deliveries are free to London postcodes, or 1 – 2 weekdays nationally.  Same day deliveries outside London, refrigerated medication and international shipping are also available but do carry a fee.

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 will my medication be delivered?

All medication will be hand delivered by couriers to the patient’s 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 (Covid-safe policies vary by courier).

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 however 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, and if paying online, please indicate to your clinician or during payment that you intend to collect your medication in person.  Our pharmacy premises are Covid secure, and entry restrictions apply.  We accept cashless payments.

How will I know when my medication is going to arrive?

You will receive an estimated delivery time on the delivery day, typically a window of 1 or 2 hours depending on the carrier.  All deliveries are tracked.

What if I’m not home when my delivery arrives?

Your delivery can be signed-for by any representative adult 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.

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.