Frequently Asked Questions
Delivery
No, we can only deliver your NHS prescription to addresses in England, Scotland and Wales.
We do not operate in Northern Ireland.
We can deliver to your home or work address, as long as it is in England, Scotland or Wales.
We do not deliver to:
- virtual address services, like Parcel Motel and Parcel Wizard
- other pharmacies or pharmacy service providers
- Northern Ireland
If you have concerns around a pending prescription, please message us via your Profile page.
Our pricings are as follows:
- Single delivery: £4.50
- Six-month subscription: £25 for unlimited prescription deliveries
- Twelve-month subscription: £45 for unlimited prescription deliveries
However, under the ‘Equality Act’ we will still offer free delivery to our patients who meet the exemption criteria.
From the date you place your order, you should allow 10 days for your order to arrive.
When medicines are ready for dispatch, they are sent by Royal Mail tracked 48 hours or your local Superdrug Pharmacy.
If you require fridge lines or controlled drug medication, please contact the dispensing pharmacy directly for further delivery information.
All orders require a signature. This should be signed by someone over the age of 18.
If you are not in when the delivery is made, a card will be put through your door with details of where to collect your package from or how to arrange for it to be redelivered.
Orders via Royal Mail 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.
Orders via your local Superdrug Pharmacy are delivered in prescription bags.
Orders are delivered either by Royal Mail or your local Superdrug Pharmacy.
The exception is controlled drugs and medication that is required to be stored in a fridge. This will be delivered by a courier from a local Superdrug store.
Delivery Subscriptions - Online Pharmacy
Superdrug have previously delivered medication to patients for free as a gesture of good will. This has never been an NHS funded service. Now, due to ongoing financial pressures placed on pharmacies by the NHS we have no option but to ask our customers who do not meet our exemption criteria to contribute towards the cost of delivering their medication to their home, or change to collecting their medication directly from our pharmacy.
- For a single delivery, Superdrug will be charging £4.50
- For a six-month subscription, Superdrug will be charging £25 for unlimited prescription deliveries within this 6-month period
- For a twelve-month subscription, Superdrug will be charging £45 for unlimited prescription deliveries within this 12-month period
We will continue to offer free home deliveries to patients with these conditions:
- Housebound customers or those with severe mobility issues
- Immunocompromised or immunosuppressed e.g. those with cancer going through chemotherapy or immunotherapy or those taking immunosuppression drugs
The delivery charge is per customer. As prescriptions from GP surgeries arrive at the pharmacy at different times it is not possible to arrange all deliveries at once. Prescriptions for patients will be delivered once they have arrived from the GP and have been clinically approved and dispensed by our pharmacy team.
- We’d recommend all customers download and use the Superdrug Pharmacy App as it is an easy and simple way to order your prescriptions and manage your medication, however we have a couple of available options for you to pay if you don’t want to use the App.
If you’d prefer to pay online, we can take your email address or mobile number and send you a link to pay. Alternatively, you can pop into store at a time that suits you and make payment at the pharmacy counter.
- All pharmacies across the UK are facing financial pressures and each pharmacy, whether a small independent or large chain, will be reviewing the service they currently offer to their loyal customers and how they can make changes without significant impact to safety or the overall service they provide. Superdrug Pharmacy has had to make the difficult decision that free home deliveries to all customers is no longer a viable service. Home deliveries are not paid for by the NHS.
We’re continuing to deliver for free for customers who meet our exemption criteria but we’re now asking all other customers who continue to require a home delivery to contribute towards the cost of this service.
Unfortunately not. We have a flexible payment model where you can pay for individual deliveries or for a 6- or 12-month subscription. This will allow you to choose the option that works best for you. We understand that things can change.
- Please reach out to your nominated Pharmacy, via the messaging system to request the cancellation of your subscription
- No refunds are provided if the plan is active and payment has been taken
Yes, payment for the plan is taken online when an order is placed. The payment is taken when we receive your prescription. Please contact the Pharmacy directly via the messaging system
- Prior to the plan expiry date, you will be notified that the subscription is due for renewal.
- If the auto renewal option is enabled, then the subscription will be automatically renewed & payment taken.
- If payment fails, then you will be notified by email to take a one-off payment via a secure web checkout journey
- If the renewal is manual, then you will need to select the subscription in the next order journey, in the same process as for the initial subscription
- If the pharmacy is adding a new subscription manually, then this is added in the normal way.
- The new subscription plans will take effect upon the expiry of the existing plan
No, there are no limits on the number of deliveries. It is likely that most patients will have a monthly supply of their repeat medication
GP queries
As part of the registration process, we will let you know if your GP surgery uses the Electronic Prescription Service (EPS) or you can ask your surgery directly.
If your surgery is not using EPS, we would recommend you still complete the registration. GP surgeries around the country are increasingly activating EPS and as soon as your surgery chooses to do so we can let you know.
The process for ordering prescriptions when your surgery does not use the Electronic Prescription Service (EPS) only differs on our side of things.
Here’s an overview of what happens:
- you register for an account with Superdrug Online Pharmacy
- you place an order via our website or app
- our pharmacy team orders your prescriptions from your GP surgery
- your GP surgery posts the paper prescriptions to our dispensing hub
- your medication will then be dispensed and delivered to the address you have chosen
Alternatively, if you already have your green paper prescription, contact your pharmacy directly through the Profile page or Superdrug app.
It is important that you allow yourself plenty of time to order your prescription. We advise you to allow up to 10 working days for your order to be ready.
This is to provide enough time to request, process, assemble, dispense and post your order. We’ll notify you when your order has been dispatched.
Regulation
You can check the registration status of any pharmacy and of the superintendent pharmacist on the General Pharmaceutical Council website.
You can search the register by the pharmacy’s registration number or by name and location.
Superintendent Pharmacist: Niamh Margaret McMillan
Registered in GB with the GPhC registration number: 2082335
Registered in Northern Ireland with PSNI registration number: 7138
You can check the registration status of this pharmacy and of the superintendent pharmacist on the GPhC website or with the Pharmaceutical Society of Northern Ireland
If you want to know who the Responsible Pharmacist is in our Superdrug pharmacies at any given time, please contact us. In our pharmacy stores, the current Responsible Pharmacist will also have a notice displayed.
Your account and registration
You can order your prescription or create an account at this page.
Alternatively, download the Superdrug Pharmacy App to manage your prescriptions.
If you need help registering, please contact support@healthera.co.uk for guidance.
Once you’ve created and logged into your Superdrug account, you can start ordering prescriptions for you and your dependants via our website.
You can also use your account on our mobile app to order prescriptions, set medicine reminders, schedule future orders, and more.
If you need to change your personal details on your account, simply log in to your account and go to the Profile page.
From there, you’ll be able to update any necessary personal details, your address, payment methods, registered GP surgery, and more.
If you are exempt from paying for your prescription, simply choose which exemption applies to you when placing your first order.
To show proof of your exemption status, simply navigate to the Exemptions tab on the Profile page.
From there, you’ll be able to upload proof of your exemption, as well as update your exemption status if your circumstances change.
If you cannot access your account because you have lost or forgotten your password, simply click the “Forgot your password?” button and reset your password.
If you are still not able to access your account, please contact support@healthera.co.uk and their team will help you regain access.
Your order
The Healthera Customer Support team can help you if you cannot place your order online.
You can email them at support@healthera.co.uk, and they’ll guide you through the simple process.
Contact your pharmacy directly through the Profile page or Superdrug app
The Superdrug Online Pharmacy is an NHS prescription service.
If you would like to obtain a private prescription, visit the Superdrug Online Doctor website.
Yes, you are able to order controlled drugs and medication that needs to be stored in a fridge.
We will deliver these items from a local Superdrug pharmacy, closer to your chosen delivery address.
If you have any questions regarding the delivery of these items, please contact the dispensing pharmacy directly.
Prescriptions will either be fulfilled by your local Superdrug Pharmacy or the Online hub
Those prescriptions via our Online hub will be sent to our Northampton pharmacy (GPhC number: 1035495) at 9-11 Wood Street, Grosvenor Centre, Northampton, Northamptonshire NN1 2ED.
For items that require ‘special delivery’ (for example, medications that need to be kept in the fridge, or Controlled Drugs), we may deliver these medications from a Superdrug Pharmacy close to your chosen delivery address.
We will only send your medication to the address specified on your order request.
You can order a valid NHS repeat prescription by logging into your account and selecting which items you would like to reorder.
To cancel your order, you should contact your pharmacy via the Profile page as soon as possible.
We are unable to cancel a prescription once the dispensing process has started.
Depending on the option you selected when registering, you will be informed of the status of your order by email, or through the App.
You can view the status of your order by logging in to your account, which is also where you can change your communication preferences.
Your order may have been declined if a prescription is not valid. Please log in to your account to read the message from the pharmacist to find out more.
The majority of orders are sent directly to your GP. They may cancel your order for different reasons and your account will notify you of this.
If you still require further information, please contact your GP to ask why your order was declined.
Once we’ve received your prescription request you can view the status by logging in to your account. The progress of your order is shown on the Orders page.
