Frequently Asked Questions

Your order

Can I place my order over the telephone?

If you are struggling with your order, please call Customer Services on 01706 300 210 and a member of the team will be happy to assist.

I have a paper prescription can I still use the service?

Yes, please register and place a prescription order. You should then post the paper prescription to Freepost SUPERDRUG ONLINE PHARMACY.

Where is my order?

Once we’ve received your prescription request you can view the status by logging in to your account which contains details on the progress of your order.

Is this a private service?

This is an NHS prescription service, however if you would like to obtain a private prescription, please visit the Superdrug Online Doctor website (

How do I cancel my order?

If you wish to cancel your order, you should contact the Customer Services team promptly on 01706 300 210 before sending us the prescription. We are unable to cancel a prescription once the dispensing process has started.

Has my order been approved?

Depending on the option you selected when registering, you will be informed of the status of your order by email, SMS 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.

Does anything get posted to my address?

We will only send your medication to the address specified on your order request.

Why have you declined my order?

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.

Can I reorder?

You can order a valid NHS repeat prescription by logging into your account and selecting which items you would like to reorder.

Can I order controlled drugs or items that need to be stored in a fridge?

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.

How much does this service cost?

If you live in England and pay for your NHS prescription, you’ll pay the standard cost of each prescription item in England, currently £9.35.

Delivery for NHS prescriptions is free

Where will my prescriptions be dispensed from?

All Superdrug Online NHS Prescriptions will be sent to our Northampton pharmacy (GPhC number: 1035495) at 9-11 Wood Street, Grosvenor Centre, Northampton, Northamptonshire NN1 2ED. Prescriptions may sometimes be dispensed from this pharmacy or will be dispensed and assembled at our Online Northampton Pharmacy (GPhC number: 9010736) at First Floor, 9-11 Wood Street, Grosvenor Centre, Northampton, Northamptonshire NN1 2ED.

Under some circumstances your medicines may be dispensed and posted to you from Superdrug Stores plc (Superdrug Pharmacy, 34/35 Castle Quay, Cherwell Walk, BANBURY, Oxfordshire, OX16 5UN, UK registered with the General Pharmaceutical Council with number 1084610).

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.

Your account and registration

How do I change my personal details?

Some details can be changed in the Account Details section in your account. If you need help making changes please contact Customer Services on 01706 300 210.

How do I change my communications preferences?

You can change your communications preferences through the Account Details section in your account.

I cannot access my account

If you have already registered with Superdrug Online Pharmacy you may wish to reset your password here If you are still experiencing problems logging in please contact Customer Services on 01706 300 210.

How do I register with you?

Please click here to register to order your NHS prescriptions online. Alternatively, please download the Superdrug Pharmacy App to manage your prescriptions. If you need help registering, please contact Customer Services on 01706 300 210.

How do I send you my proof of exemption?

You can send proof of your exemption from prescription payment by uploading a scan to the My Exemptions section in your account


How do I contact you?

You can contact the pharmacist directly by using the internal messaging system in your account. Alternatively you can contact Customer Services on 01706 300 210.


Do you deliver outside of the UK?

No, We can only deliver your NHS prescription to addresses in the UK.

Where can you deliver to?

We can deliver to your home or work address, as long as it is in the UK. You can also choose a Superdrug store to collect your prescription from.

But please note that we do not deliver to ‘virtual address’ services, like Parcel Motel and Parcel Wizard. We also do not deliver to other pharmacies or pharmacy service providers.

Due to NHS regulations, we are unable to provide our delivery service through Superdrug Online NHS Prescriptions to patients located in Scotland and Wales. We apologise for any inconvenience caused. If you have concerns around a currently pending prescription, please message us through your account or give us a call on 01604 630 665 and we will be happy to help.

What are your delivery costs?

Delivery is FREE of charge.

How long will my delivery take?

Medicines are dispatched by Royal Mail tracked 48 hours. If you require fridge lines or controlled drug medication, please contact the dispensing pharmacy directly for further delivery information.

Do I need to sign for my medication when it arrives?

If you have consented to letterbox delivery, and your medications are small enough to fit through your letterbox, and your medications are not Controlled Drugs or fridge lines, then you do not need to be in to sign for your order. We will simply deliver through your letterbox.

If, for any reason your package won’t fit through your letterbox or if you opt out of letterbox delivery and you’re not in when the delivery is made, a card will be put through your door with details of where to collect your package from. If a signature is required, this should be signed by someone over the age of 18.

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 medication?

Your item(s) will be sent by Royal Mail. Controlled drugs and medication that is required to be stored in a fridge will be delivered by a courier from a local Superdrug store. 

GP queries

How do I know if my surgery can send my prescription electronically (EPS)?

As part of the registration process, we will let you know if your GP surgery is EPS enabled 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 the NHS Electronic Prescription Service and as soon as your surgery chooses to do so we can let you know.

If you live in Scotland, Wales or Northern Ireland, there are no Electronic Prescriptions as yet and so you will need to use the following process to have your green paper prescriptions dispensed and delivered:

  • Register an account with Superdrug Online NHS Prescriptions
  • Place an order on Superdrug Online NHS Prescriptions for your prescription medication
  • Our pharmacy team will then order your prescriptions from your GP surgery
  • We will then ask your GP surgery to post the prescriptions to our dispensing Hub in Northampton
  • Your medication will then be dispensed and delivered to the address you have chosen
How long will it take to receive my order?

It is important that you allow yourself plenty of time to order your prescription. We advise you to allow up to ten working days for your order to be ready. This is to provide enough time for us to send the request to your GP and receive it back, assemble, dispense and post your items out to you. We’ll email you when your medicine has been despatched.

Please note:

  • GP surgeries require a minimum of 2 working days to generate your prescriptions
  • The prescriptions can then take up to 2 working days to arrive at our Northampton dispensing Hub
  • It will then take up to 2 working days for the medication to arrive at your chosen address
  • If there are any discrepancies, mistakes or missing items on your prescriptions that arrive from your GP surgery, this will take additional days to rectify

Alternatively, if you already have your green paper prescriptions you can send them free of charge to Freepost Superdrug Online Pharmacy (this is all you need to write on the envelope — no other address details are required)

Our pharmacy team will then be able to dispense your medications and deliver them to your chosen address.


How do I check the registration of the pharmacy?

You can check the registration status of these pharmacies and of the superintendent pharmacist by entering the registration numbers on the General Pharmaceutical Council website (

Online Sellers of Medicines EU logo

To help EU citizens identify trustworthy sites, an EU-wide logo will appear on the websites of online retailers that are registered in an EU Member State to sell medicines online. This logo verifies that we have been approved to sell General sale, Pharmacy only and Prescription only medicines. In the UK the Medicines and Healthcare products Regulatory Agency (MHRA), holds a register online that contains all websites that are authorised by to sell medicines online. You can use this register to check if a website is legally allowed to sell medicines to the public. If you think a website is selling medicines illegally you should tell MHRA. You can report a suspicious website at You can also contact the MHRA, should you have concerns: MHRA 151 Buckingham Palace Road London, SW1W 9SZ Tel: 020 3080 6000 Fax: 020 3118 9803 E-mail: Web: