Pharmplex Direct - Let us take care of your health.
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Tel : (+44) 0115 913 8204 (10am - 4pm GMT)
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Registered Online Pharmacy -1035614 Pharmaceutical Services Negotiating Committee

FAQ

To help answer any queries or questions you may have about Pharmplex Direct – Your Online Pharmacy, we have compiled a comprehensive list of our customers most frequently asked questions. We hope you will find the answer you require here:

About Pharmplex Direct
What is Pharmplex Direct?
Is Pharmplex Direct a legitimate Pharmplex?
How can I trust Pharmplex Direct with my health?
What is the Pharmplex Direct concept and commitment?
Who is behind Pharmplex Direct?
What does an online Pharmplex?
How do I find my nearest Pharmplex Direct store?
Who do I contact regarding employment at Pharmplex Direct?
How can you charge such low prices?

Shop Online
Can I alter the details in my Pharmplex Direct online account?
Which payment methods do you accept online?
At what stage is my credit card charged?
Is it safe to use my credit card on your web site?
Can I still purchase an item that is out of stock?
Will I receive an order acknowledgement via email?
Do you offer prescription services?

Delivery & Gift Wrapping
What are your delivery rates?
Where does Pharmplex Direct deliver to?
Do you deliver to international addresses?
Will I have to sign for my delivery?
Do you deliver to PO Boxes?
How can I check the status of my order?
Can I have my order gift wrapped?

Returns

Can I return my the goods I have ordered?
How do I return my goods?
What if I want to cancel my order?
How long will it take to receive my refund?

Security & Privacy

Is it safe to give you my email address?
Why do you want my name, address, email address, telephone number etc?
Is it safe to use my credit card on your web site?
Do you use cookies on your web site?
Can I have access to my personal information?
What if I have forgot my password?

Need Help With Prescriptions?

Are you legally able to dispense my prescription?
Who is responsible for processing my prescription?
Can I speak to the pharmacist?
I’ve heard buying medication online is risky, is it safe to buy from you?
How do I know if I am exempt from paying for NHS prescriptions?
How do I get an HC2 certificate?
What is the Prescription Prepayment Certificate (PPC)?
How is my medication delivered to me?
Can I have my medication delivered to my office?
What happens if I am not in?

About Pharmplex Direct
  • What is Pharmplex Direct?
  • Pharmplex Direct is the UK’s largest online Pharmplex offering savings on thousands of health and beauty products. We offer a well informed, unbiased opinion on a wide selection of the best products found in Pharmplexs and supermarkets. These range from medicines and health items to beauty products, toiletries,
    http://www.rpsgb.org.uk/registrationandsupport/registration/searchourregisters/
  • Can I trust Pharmplex Direct with my health?
  • Yes, Pharmplex Direct is run and overseen by pharmacists. All medicinal product orders are checked by our pharmacy team. We have implemented operating procedures to safeguard patient health. You can also speak to us or email us by contacting us anytime if you have any queries.
What is the Pharmplex Direct concept and commitment?
Our concept is simple. Offer the highest quality health and beauty products at the lowest possible price. We ensure our prices are the lowest in the UK through a direct operating model. This means you can buy at low prices, but ensure you are receiving the highest quality and standards. We also offer a large array of exclusive health and beauty products, new product launches and ranges from around the world. Many brand owners work exclusively with us to promote their products to millions of UK customers.

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Who is behind Pharmplex Direct?
Pharmplex Direct  is owned and run by UK registered pharmacists. To find out more about us click here

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What is an online Pharmplex?
An online Pharmplex provides a selection of the products and services found in your high street Pharmplex or pharmacy but through the internet. The service lets the customer buy from the comfort of their own home or office and provides massive savings compared to the high street. An online Pharmplex however does not replace the care of your local healthcare professionals and should be used alongside local services.

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How do I find my nearest Pharmplex Direct shop?
We have a range of retail pharmacy and beauty shops you can visit across the country. Please contact us for more details. General contact information can be found under our Contact Us section. We are an internet only pharmacy, ensuring our costs are kept to a minimum and our prices as low as possible

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Who do I contact regarding employment at Pharmplex Direct?
Please visit our Employment Section for further information regarding opportunities at Pharmplex Direct

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How can you charge such low prices?
We operate a low cost operating model, dealing directly with the consumer. Therefore margins normally added onto products by middlemen and retailers to arrive at the high street price are avoided. Also being an internet pharmacy we have over 10,000 sq feet of storage space based at our central depot in Nottingham and are able to stock a wider range of goods than those available at your local Pharmplex, driving prices down further through our purchasing power. The savings we make are passed directly to our customers.

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Shop Online
Can I alter the details in my Pharmplex Direct online account?
Before you can place an order with Pharmplex Direct, you will be asked to create a customer account. You can alter the information you provide at any time by logging into my account. Please see our privacy policy for details of how we use the information that you provide to set up your Pharmplex Direct customer account.

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Which payment methods do you accept online?

Payment can be made by Visa, MasterCard, Delta, Electron, Solo, Maestro. You can pay using our main payment pages which are secured by Protx, alternatively you can pay using your Paypal Checkout account. If you are uneasy about entering your card details online you can call us on 0115 913 8204 and we will be happy to take your order over the phone.

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Is it safe to use my credit card on your web site?
Pharmplex Direct values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use Protx to process card transaction and so do not actually store your card details. Protx utilise the latest strong encryption technology to ensure that all transactional information is protected to the highest standard.

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Can I still purchase an item that is out of stock?
Stock levels are indicated next to the product image on the shopping pages. If an item is out of stock you can still add it to your order, however it will only be dispatched once it is in stock. Please do not order an item displayed as out of stock if you require the item urgently. We aim to replenish our stocks daily, so in most cases if the item is out of stock, it will be back in stock very soon.

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Will I receive an order acknowledgement via email?
In order to set up your Pharmplex Direct customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address when you order is received. You will also receive an email when your order is dispatched, this will allow you to track the parcel.

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Do you offer prescription services?
Yes, we offer competitive prescription services, including NHS and private prescriptions. For more information, please call us
on 0115 913 8204

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Delivery
What are your delivery rates?
Please see our Delivery Information for full details of the Pharmplex Direct delivery rates and service.

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Where does Pharmplex Direct deliver to?

Pharmplex Direct delivers internationally. There are certain countries which place restrictions on the types of products that may be delivered into them. We will inform you if there are any problems. For further information about our delivery options visit our Delivery information section.

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Do you deliver to international addresses?
Yes, delivery to Europe and the Rest of the U.K. (including the Highlands & Islands of Scotland, Northern Ireland, Shetland Islands, Isle of Man, Isle Of White, the Isles of Scilly, the Channel Islands & British Forces Post Offices) is charged by Delivery Table. Delivery is usually 5-10 days. All prices shown online include VAT. At checkout VAT (up to 20%) will be deducted where applicable.

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Will I have to sign for my delivery?
For security reasons, all parcels must be signed for on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. You must be available to sign for the goods when they are delivered. If the delivery fails the courier or postman will leave you a note, you must contact them within 3 working days either by calling the number on the card or visiting your local Royal Mail collection office. Failing this the goods will be returned back to our warehouse where an extra delivery charge will apply to either attempt the delivery again, or in the case of refunds, refund the cost of your order less £6 (postage and handling).

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Do you deliver to PO Boxes?
Pharmplex Direct’s delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.

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How can I check the status of my order?
Once we have received your order, Pharmplex Direct will email you with your order number. Please quote this order number in all correspondence. You can contact our customer services team at contacting us with regard to your query. You can also track your order by clicking here

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Can I have my order gift wrapped?
Yes, if you would like to send your order as a gift, you can select the gift wrap option at the delivery options stage of the ordering process. You will then be offered the opportunity to add a gift note with a personal message. If you select the gift wrap option, those items which are not already gift boxed will be presented in our signature gift packaging.

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Returns
Can I return my the goods I have ordered?
Pharmplex Direct hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied please contact us at contacting us, or contact customer services by telephone who will be pleased to assist you by forwarding a Returns Form. Please ensure you have your order reference number ready when contacting us. Please see our delivery section for more information

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How do I return my goods?

The procedure for returning goods to us is straightforward and is clearly explained in our Delivery information section.

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What if I want to cancel my order?
In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us at contacting us before returning an item to request an returns authorisation code. If the item is returned without an authorisation code we will be unable to offer a refund or exchange. You will also be liable for the cost of delivery back to your address. We are unable to offer this returns policy on items opened for reasons of hygiene. Please note that if the item has already been shipped from our warehouse a £6 handling charge will apply. Your statutory rights are not affected.

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How long will it take to receive my refund?
Your payment for the goods will be refunded by Pharmplex Direct within 30 days of cancellation by the original payment method.

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Security & Privacy
Is it safe to give you my email address?
In order to make a purchase through the Pharmplex Direct website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials if you opt out of our newsletters, which you can do from your account. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

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Why do you want my name, address, email address, telephone number etc?

Pharmplex Direct asks for these details so that we can enhance your experience of using our site, ensure patient safety, provide you with the goods and services you request from us, enable us to fulfill your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and events.

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Is it safe to use my credit card on your web site?
We use the latest strong encryption technology to ensure that all personal information is protected to the highest standard. Transactional information could include any credit or debit card details, your personal contact information, health conditions, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Pharmplex Direct account details such as your name, address, email address and purchasing history. Each time you log into your Pharmplex Direct account to create a new order you must re-enter your credit card details. Please see our Privacy Policy for further details.

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Do you use cookies on your web site?
The ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access www.pharmplexdirect.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your account. Our cookies do not remember your credit card details. Please see our privacy policy for more information.

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Can I have access to my personal information?
You may see the personal data that we hold on you by sending a written request and £10 fee to Company Secretary, Pharmplex Direct,
70-72 Alma Road, Windsor, Berkshire, SL4 3EZ United Kingdom

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What if I have forgot my password?
If you cannot remember your password, simply click on the link Forgot your password? an email containing your decrypted password will be sent to the email address you originally provided when you registered.

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Need Help With Prescriptions?
Are you legally able to dispense my prescription?
Yes, we are a UK regulated pharmacy, with physical premises in Nottingham. Our pharmacy services are fully compliant with the Royal Pharmaceutical Society of Great Britain’s protocols and NHS primary care trust requirements.

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Who is responsible for processing my prescription?

We have a team of highly trained professional pharmacists who dispense prescription orders. All our pharmacists are members of the National Pharmacy Association and are registered with the RPSGB. Our pharmacists have years of prior experience, working for Lloyds and many others. Overall the pharmacists have over 30 years of pharmacy experience in dispensing medication and providing patient care. We also have a team of pharmacy technicians who work alongside our pharmacists to prepare prescription requests.

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Can I speak to the pharmacist?
You can speak to the pharmacist in charge during office hours by calling 0115 913 8204 and selecting option 3. Our pharmacists are able to provide help and advice on a number of conditions in a confidential manner.

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I’ve heard buying medication online is risky, is it safe to buy from you?
Yes, our service is fully legitimate and complies with UK laws and regulations. We understand that there are a number of illegal websites which operate from outside the UK selling counterfeit unsafe lifestyle drugs that have been featured in the media. We are not in the same category as these outfits and are lobbying hard to close them down.
Our service is fully transparent and overseen by the same UK bodies that oversee all high street Pharmplexs. You can be assured that you are dealing with a professional organisation and that the medication you receive is original and safe.

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How do I know if I am exempt from paying for NHS prescriptions?
You can get free NHS prescriptions if at the time the prescription is dispensed you:
• are 60 or over
• are under 16
• are 16-18 and in full-time education
• are pregnant, or have had a baby in the previous 12 months and have a valid exemption certificate, see below
• have a listed medical condition and have a valid exemption certificate,
• have a continuing physical disability which means you cannot go out without help from another person and have a valid exemption certificate
• hold a valid war pension exemption certificate and the prescription is for your accepted disablement
• are an NHS inpatient
You are also entitled to free prescriptions if you or your partner (including civil partners), receive either:
• are 60 or over
• Income Support
• Income-based Jobseeker’s Allowance
• Income-related Employment and Support Allowance
• Pension Credit Guarantee Credit; or
• you are named on, or are entitled to (use your award notice as evidence), an NHS tax credit exemption certificate
• you are named on a valid HC2 certificate, see below.

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How do I get an HC2 certificate?
To apply for an HC2 certificate, you should complete form HC1 available from Jobcentre Plus offices or most NHS hospitals. Your doctor, dentist or optician may have one too. You can also get an HC1 by calling 0845 610 1112 .
If you do not qualify for an HC2 certificate, you may still receive some help towards other NHS charges if you are sent an HC3 certificate.

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What is the Prescription Prepayment Certificate (PPC)?
If you are not entitled to free prescriptions and you think you will have to pay for more than three items in three months or 14 items in 12 months, you may find it cheaper to buy a prescription prepayment certificate (PPC). To check the cost of a PPC you can either ring 0115 913 8204 or look in leaflet HC12 (available at GP surgeries).
You can choose to pay for a 12-month PPC in a lump sum or by 10 monthly Direct Debit installments. If you pay by Direct Debit, you are entering into a commitment to pay all the installments.

There are different ways that you can order a PPC:
• on-line
• by phoning 0115 913 8204

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How is my medication delivered to me?
Your medication is delivered using 1st Class registered post (or via courier if you select the courier option at checkout). The items will be discreetly wrapped with no indication of what is inside the package. Our name or logo is not shown on the package and so you can be rest assured that nobody will know what is inside your parcel.

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Can I have my medication delivered to my office?
Yes, you can have your items delivered to an address of your choice.

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What happens if I am not in?
We require a signature on delivery to ensure your order has arrived at the correct destination. If you are unavailable to sign for your delivery, the items will be returned to your local post office collection centre where you will be required to collect the item from. If you do not collect your items they will be returned to Pharmplex Direct who may charge for re-delivery.

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