FAQ's

Our service to you 

Are your medicines any different from a high street pharmacy? 

We are registered sellers with the Medicines and Healthcare Products Regulator (MHRA). Being registered with the MHRA means that we can only use licensed UK wholesalers to supply our medicines. Our medicines therefore, are no different to what you can get from a high street pharmacy. We are also registered with the Genereal Pharmaceutical Council (GPhC), the professional body regulating Pharmacies in the UK. You can view our registration with the GPhC by clicking here and our MHRA registered seller status by clicking here.

Can I use an existing doctor’s prescription?

The simple answer is yes. If you have a private prescription from a GMC registered doctor we can dispense this for you at our London Pharmacy. Speak to a member of our staff or email us on sales@smartchemist.co.uk to find out more. Unfortunately, we do not accept NHS prescriptions. 

I don’t have a prescription, can I still use your service?

Our online service will provide eligible patients with a private prescription for all of our products, and is already included in the overall price. Just fill out our online questionnaire for your desired treatment, and pay online. Once your order has been verified and clinically approved the medicine will be sent out to you through your preferred delivery method. 

What conditions do you treat? Is it safe to prescribe something online? 

As medical professionals we understand that not all conditions can be diagnosed and treated online. For ease of access to treatment we have specifically picked treatment options for conditions which can be safely treated with an online medical assessment and where there is no need for face-face consultation. 

If your ailment is not covered by us you can contact your GP or the NHS 111 service will be able to direct you to the most appropriate medical service. However in a life threatening emergency please call 999. 

Can I speak to a pharmacist? 

Our pharmacists are more than happy to be contacted for any queries you may have with your treatment. You may call us during working hours on 0203 167 8789 or email us on hello@smartchemist.co.uk. In the matter of an emergency please call 999 and do not wait to contact our pharmacist.  

What if I get side effects to the treatment I have received? 

Contact your GP or Smart Chemist if you experience any side effects of treatment and seek immediate medical attention if side effects are severe. If the side effects are life threating call 999 otherwise call 111 for NHS emergency services. Always read the label prior to taking the medicine. 

How do I know that my information will be kept confidential?

Our Promise to you is that we will protect your medical information and order history by ensuring only our pharmacy team and prescribing practitioners have access to your information. At Smart Chemist your confidentiality is paramount to us, and therefore our products are delivered to you in unbranded discreet package. 

Can I order my medicines on a repeat basis? 

Yes you can. Once you have created your first order you are able to order repeat prescriptions and authorise payments automatically. This ensures seamless delivery of your medication so you never miss a dose. Please note, repeat orders are subject to a patient declaration being made on the validity of the current medical information we hold for you on our database.

Will my GP be informed of my treatment? 

We will never contact anyone with details of your treatment without your consent, unless legally required to do so. We do however recommend letting your GP know of any treatments you obtain through us. There is an optional section when creating your account for the addition of your registered GPs details, should you wish us to provide your treatment history to them. If you later decide you would like us to inform your GP on your behalf regarding treatment obtained through Smart Chemist, please contact us in writing by clicking here. 

Your orders and payments 

How can I pay for my medicines? 

We currently accept all major debit and credit cards. Unfortunately we no longer accept payments via PayPal.

When will I get my medication? 

Although most of our orders are authorised within a few hours by a doctor, please allow up to 1 working day for a doctor to authorise your prescription. Thereafter, dispatch and delivery of you order will depend on which service you have selected at checkout. Most orders will be authorised and dispatched by the next working day. 

How long does it take to deliver my order? 

Once your order is approved and dispensed by our pharmacy team, the medication will be dispatched to you via your selected delivery method. See our delivery page for further details.  

My order has not arrived yet, where is it? 

You can track your order through using the tracking details provided in your dispatch confirmation email. Additionally, any associated tracking details for your order and previous orders can be found in the my account section of our website. Here you will find your tracking ID which you can use on the royal Mail website www.royalmail.com/track-your-item. 

I’ve just ordered something but need to cancel it, can I do that? 

You can cancel your order and get a full refund as long as the item has not yet been dispatched. You can do this by calling us on 0203 167 8789 or emailing us at hello@smartchemist.co.uk. Unfortunately, we are unable to cancel any orders when they have been dispatched from our pharmacy. 

I have just placed an order, how do I know it has gone through?

We will send you a confirmation email of your order including all the details of your purhcase. You will also receive email updates for each step of the order process (where applicable) so you know exactly when to expect your medication. 

What is your returns and refund policy?

As we are a distance selling pharmacy, we are unable accept patient returned medication at our London Pharmacy, including items originally dispatched by us. We are also prohibited from reusing returned medication. If you have any unwanted medication, you can be dispose of it correctly and safely by returning it to your local community pharmacy. 

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

Please see our returns policy for further details. 

Where do you deliver to? 

We currently only deliver to the United Kingdom - Mainland. 

How do I make a complaint? 

At Smart Chemist we endeavour to deliver the highest level of customer satisfaction. Our genuine reviews reflect the amount of effort we put into ensuring we provide the best possible service for our customers. If however you are not satisfied with our service we would really like to hear from you. 

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.