- HELP CENTER
How can we help?
How do I upload my prescription?
Simply take a clear photo or scan of your prescription and upload it through our website under “Upload Prescription.” You can also ask your GP to send it electronically to our pharmacy.
What types of prescriptions do you accept?
We accept NHS prescriptions, private prescriptions, and repeat prescriptions, including electronic prescriptions (EPS) sent directly from your GP.
How long is my prescription valid for?
NHS prescriptions are valid for 6 months from the date issued, while private prescriptions are typically valid for up to 6 months unless stated otherwise by the prescriber.
Can I get a repeat prescription?
Yes, you can set up repeat prescriptions through your account, and we’ll notify you when it’s time to reorder or automatically process it if you’ve enabled auto-refill.
What happens after I submit my prescription?
Who will review my prescription?
Can I change or cancel my prescription?
You can request changes or cancellations before it’s processed by contacting our support team or through your account, as long as dispensing hasn’t started.
Can I get a paper prescription?
Yes, if you prefer a paper copy, you can bring or post it to us, though electronic prescriptions are faster and more convenient.
Is your service available on the NHS?
Yes, we’re registered to dispense NHS prescriptions, and eligible patients won’t pay more than the standard NHS prescription charge.
How do I know if I'm eligible for NHS HomeCare?
Eligibility depends on your medical condition and treatment plan — usually for long-term or specialist medications. Check with your GP or hospital specialist, or contact our team to confirm.
How long does delivery take?
Orders are typically dispatched within 24 to 48 hours. We provide same-day delivery in London and next-day delivery across the rest of the UK.
How much does delivery cost?
Standard delivery is free for NHS prescriptions; a small fee applies for express or next-day delivery, shown at checkout.
Can I track my order?
Yes, once dispatched, you’ll receive a tracking link via email or SMS so you can follow your delivery in real time.
What if I'm not home for delivery?
Our courier will attempt redelivery or leave your parcel in a safe place if authorized; you can also arrange collection from a local pickup point.
Do you deliver internationally?
Can I change my delivery address?
What packaging do you use for medications?
We use discreet, tamper-proof packaging with temperature control for sensitive medications to ensure safety and privacy.
Can I choose a specific delivery time slot?
Yes, express delivery options let you select a preferred time slot at checkout, subject to availability in your area.
What happens if my delivery is delayed?
We’ll notify you immediately via email or SMS with an updated delivery estimate, and you can contact support for urgent concerns.
Can I collect my order instead of having it delivered?
Yes, you can choose “Click & Collect” at checkout to pick up your order from a partnered local pharmacy or collection point.
What is NHS HomeCare?
It’s a service that delivers specialist medications directly to your home, typically for long-term or complex conditions managed under hospital care
Who qualifies for HomeCare medication delivery?
Patients referred by a hospital consultant or specialist for ongoing treatment, such as biologics or specialist injections, typically qualify.
Is there a cost for NHS HomeCare delivery?
No, NHS HomeCare delivery is free for eligible patients as it’s funded through the NHS.
How do I get registered for HomeCare?
Your hospital or specialist team will refer you directly to our HomeCare service; you don’t need to apply separately.
What if I need to change my delivery schedule?
What types of medication are covered under HomeCare?
Will I receive support with my medication at home?
Yes, many HomeCare services include nurse support for administration, training, or monitoring depending on your treatment plan.
Can I switch from hospital collection to HomeCare delivery?
Speak to your hospital specialist, who can arrange the transfer to home delivery if you’re clinically eligible.
What if I have questions about my HomeCare medication?
Our HomeCare pharmacy team is available to answer questions about storage, administration, and side effects.
Is HomeCare delivery tracked and temperature-controlled?
Yes, all HomeCare deliveries are fully tracked and use temperature-controlled packaging to maintain medication integrity.
What payment methods do you accept?
We accept all major debit/credit cards, Apple Pay, Google Pay, and NHS prescription exemption certificates where applicable.
How do I apply for a prescription exemption?
Upload your valid exemption certificate (e.g., maternity, medical, or age-related) during checkout or in your account settings.
Can I get a refund on my order?
Refunds are available for unopened, unused medication returned within 14 days, subject to pharmacy regulations on returned medicines.
Why was my payment declined?
This can happen due to insufficient funds, incorrect card details, or bank security checks—please verify your details or contact your bank.
Will I be charged if my prescription is rejected?
How long do refunds take to process?
Can I use a prescription prepayment certificate (PPC)?
Yes, simply add your PPC details to your account, and charges will be adjusted automatically at checkout.
Do you offer any discounts or loyalty programs?
Yes, we offer occasional promotions and a loyalty rewards program—check our app or website for current offers.
Can I get an invoice or receipt for my order?
Yes, invoices and receipts are automatically generated and available for download in your account under “Order History.”
What if I was charged incorrectly?
Contact our support team with your order details, and we’ll investigate and correct any billing errors promptly.
Manage your account, view order history and update your personal details all in one place.
How do I create an account?
Sign up using your email or phone number, then verify your identity to start ordering prescriptions securely.
How can I view my order history?
Log into your account and go to “My Orders” to see past and current prescription orders.
Can I order for a family member?
Yes, you can add family members to your account and manage their prescriptions, provided you have appropriate authorization.
How do I update my personal details?
Go to “Account Settings” to update your address, contact information, or medical details anytime.
I forgot my password—what do I do?
Can I close or delete my account?
How do I set up auto-refill for my medications?
Go to your prescription details in “My Orders” and toggle on “Auto-Refill” to receive automatic reminders and reorders.
Can I have multiple delivery addresses saved?
Yes, you can save multiple addresses in your account and select your preferred one at checkout.
How do I link my GP surgery to my account?
During registration or in “Account Settings,” search for and select your GP surgery to enable electronic prescription transfers.
Can I view my medication history?
Yes, your full medication history is available under “Order History” for easy reference and reordering.
General questions about who we are, how we protect your data and how to get in touch.
Is Pharmazon a registered pharmacy?
Yes, we’re a fully registered UK pharmacy regulated by the General Pharmaceutical Council (GPhC).
How do I contact customer support?
You can reach us via live chat, email, or phone—details are available on our “Contact Us” page.
Do you offer health advice?
Our pharmacists are available to answer general medication queries, though for medical advice, please consult your GP.
Is my personal data secure?
Yes, we use encrypted, secure systems compliant with NHS and GDPR data protection standards.
Can I speak to a pharmacist directly?
What are your customer service hours?
Do you have a mobile app?
Yes, our app is available on iOS and Android, offering the same features as our website for easy on-the-go management.
How do I leave feedback or a complaint?
You can submit feedback through our “Contact Us” page, and our team will respond within 2 business days.
Are your medications sourced from licensed suppliers?
Yes, all medications are sourced from licensed UK wholesalers and manufacturers, ensuring safety and authenticity.
What should I do in a medical emergency?
In a medical emergency, always call 999 or visit A&E immediately—our service is not equipped for emergency situations.
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