Complaints

In the unlikely event you are unhappy with the service you have received, we would advise you to contact our customer care department as a first port of call on 0203 167 8789, were an experienced member of our team can help to assist you. Should you still wish to raise a formal complaint, written complaints can be sent to hello@smartchemist.co.uk. We aim to acknowledge all formal written complaints within 1-2 working days and provide written response to all formal written complaints within 5-7 working days. If for any reason you are unsatisfied with our response, you can escalate this to the General Pharmaceutical Council

Our business and telephone opening hours are 12:00-16:00 Mon-Fri and 10:00-13:00 on Saturdays. We are closed on Sunday and all public bank holidays. For out of hours contact, please use the form provided above or email hello@smartchemist.co.uk

Privacy

All medical data and your order history is strictly confidential and will only be viewed by our trained pharmacy staff and prescribers. We will never disclose any of your data to a third party unless legally obliged to by law. Smart Chemist has a legal obligation to comply with UK Data Protection legislation. For more information the Smart Chemist Terms and Conditions and Privacy Policy specify how we use confidential patient data.

Return Policy

Due to our strict patient safety standards we are unable to accept returned medicines once they have been dispatched. We are also prohibited from using returned medication. If you have any unwanted medication this can be disposed of correctly and safely by your local community pharmacy.

Orders may be cancelled prior to the point of dispatch by sending an email to hello@smartchemist.co.uk

Please see our refund policy for further details.

Urgent Care Services

Call 999 in a medical emergency – when someone is seriously ill or injured and their life is at risk.

Medical emergencies can include:

  • loss of consciousness
  • an acute confused state
  • fits that are not stopping
  • persistent, severe chest pain
  • breathing difficulties
  • severe bleeding that cannot be stopped
  • severe allergic reactions
  • severe burns or scalds


You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation.

Call 111 if:
  • you need medical help fast but it's not a 999 emergency
  • you think you need to go to A&E or need another NHS urgent care service
  • you don't know who to call or you don't have a GP to call
  • you need health information or reassurance about what to do next

Call NHS 111

Call NHS 111 if you urgently need medical help or advice but it's not a life-threatening situation.r/>

Call 999

Call 999 if someone is seriously ill or injured and their life is at risk.

Visit A&E

Only go to A&E in a genuine life-threatening emergency.

Urgent care

Get help for a minor illness or injury at times you can't wait to see your GP.

Ask your pharmacist

Your pharmacist can give you advice for many common minor illnesses.

See your GP

Make an appointment with your GP if you are feeling unwell and it is not an emergency.

Mental health emergencies

Find out how to act if someone has a mental health crisis or acute emergency.

Dental emergency

Find out who to contact if you have a dental emergency.

Urgent and Emergency Care Review

Find out how the review will transform urgent and emergency care services in England.