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 0333 313 4957 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.
Can I order a private prescription?
You can order a private prescription through Superdrug Online Doctor onlinedoctor.superdrug.com
How do I cancel my order?
If you wish to cancel your order, you should contact the Customer Services team promptly on 0333 313 4957 before sending us the prescription. Once we receive the prescription we will have begun the service at your request and under the Consumer Protection (Distance Selling) Regulations 2000, you have no rights to cancel the order.
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 or sms. You can view the status of your order by logging in to your account, you can also change your communication preference here.
Does anything get posted to my address?
We will only send your medication to your address.
Why have you declined my order?
Your order may have been declined as you don’t have a valid prescription. Please log in to your account to read the message from the pharmacist.
Can I reorder?
For a valid repeat prescription, yes you can reorder. Please log in to your account to let us know what you would like to reorder.
Where will my prescriptions be dispensed from?
All eNHS 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. However, others will be supplied from our Online Northampton Pharmacy (GPhC number: 9010736) at First Floor, 9-11 Wood Street, Grosvenor Centre, Northampton, Northamptonshire NN1 2ED.

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 0333 313 4957.
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 0333 313 4957.
How do I register with you?
Please click here to register to order your NHS prescriptions online. If you need help registering, please contact Customer Services on 0333 313 4957.
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

Contact

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 0333 313 4957.

Delivery

Do you deliver outside of the UK?
No, We can only deliver your NHS prescription to addresses in the UK.
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. Refrigerated medicines are dispatched by Royal Mail Special Delivery and will arrive the following day.
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, then you do not need to be in to sign for your order. We will simply deliver through your letterbox.
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.

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 the electronic prescription service 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.

Regulation

How do I check the registration of the pharmacy?
You can check the registration status of these pharmacies and of the superintendent pharmacists by entering the registration numbers on the General Pharmaceutical Council website (https://www.pharmacyregulation.org).
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 https://medicine-seller-register.mhra.gov.uk/report. 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: info@mhra.gsi.gov.uk Web: http://medicine-seller-register.mhra.gov.uk/