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Where is my order?

If you do not receive your order within the timescale you paid for in the delivery section, then please raise this with us immediately, (via email, phone or live chat) so we can investigate. We can not refund or investigate orders that are 30 days old.

Please also be aware that we do not process orders over the weekend. If you order Friday Evening, Saturday or Sunday, you order will be processed first thing Monday.

Tracking an Order

Please input your Mobile number in FULL and Email Address upon ordering. This will allow Royal Mail to contact you for updates to your order. Emails may appear in Junk folders so please check them before calling. Your shipment email from Clear Chemist will also have full tracking information on it.

Aerosols with 'NO FREE DELIVERY'

If you have placed an order for aerosols, we are prohibitted from sending more than 2 with Royal Mail. So please bear this in mind. If you order 3 or more, we have to use our 'Next Day' courier service, so 'Free Delivery' will be omitted from your order.

How do I find what I'm looking for on your website?

The quickest and easiest way to find what you are looking for is to type it into the search bar, top and centre of the page. Alternatively you can click on the category and sub category headings at top of the page and on the left hand side.

Why has my discount not come off?

If you have a discount code from either a deal we are running or a new customer introduction code, please note that the discount will only apply to items that are not considered prescription or over the counter. These will be indicated by a 'P' or a 'POM' when you open the product.

How do return an item?

If you have placed an order and changed your mind, all returns are to be made using the returns address located on the shipping label of your parcel. In the event an error has occured at the responsiblity of Clear Chemist, an item has been received damaged or there is a fault with the product upon receipt, please contact customerservices@clearchemist.co.uk for further assistance. ALL returns will be checked before being actioned. Please note that if prescription only medication or any over the counter items have been ordered in error, they CANNOT be returned. If you are unsure and still require assitance, please still contact customer services who will be happy to advise.

Can I claim my VAT back?

As an internet based mail order company, ClearChemist is legally ineligible to participate in the VAT Retail Export Scheme, which reimburses VAT to customers when they purchase goods for personal export outside of the UK.

For more information, please visist - https://www.gov.uk/tax-on-shopping/taxfree-shopping

What prescriptions do you accept?

As we are a UK registered pharmacy, we can only accept original prescriptions that have been issued within the EEA, that are EU compliant. In order for it to be compliant, the prescription must contain clear legible English translation whether printed or written. Medication will not be sent until this has been received. The validity relates to the issuing prescriber, the surgery, the prescribed product name (brand or generic), quantity, dosage, strength and medicine form ie, tablet, gel, capsules etc. 



What if my local pharmacy is out of stock, can you supply it?

In all circumstances where your local pharmacy is unable to provide the medicaiton on your prescription, we MUST advise that you contact us before sending your prescription to check the item is physically able to be ordered. Our website is updated directly by our suppliers, but we cannot guarantee that it is consistently 100% up to date at the time of you placing your order. Pleae call our Customer Services (0151 203 6535) or email on customerservices@clearchemist.co.uk who will be more than happy to help you. Prescriptions received without checking with us first will require a charge to be paid in order to return the prescription back to yourself. 

Can Clear Chemist dispense my NHS & Private prescriptions?

Yes, we are a UK registered pharmacy, with premises in Merseyside. Our pharmacy services adhere to protocols set out by the Royal Pharmaceutical Society of Great Britain, as well as NHS requirements. All NHS prescriptions are dispensed from one of our registered NHS pharmacies. To see a list of these pharmacies, please visit our About Us page.

We also DO NOT charge for shipping for NHS prescriptions, so please contact us to refund shipping for delivery charges on NHS prescriptions only.

NHS & Private Prescriptions:  An administration charge of £5 will be levied if an order has to be cancelled because a valid prescription has not been received within 15 working days. In the event you have a private or NHS prescription, please check with us first before sending your prescription as to the availability of your medication, as any prescriptions received for out of stock or unavailable medication will be returned with £1.50 shipping charge deducted to cover the cost of the prescription return which will be returned using Royal Mail 1st class.

What other NHS pharmacy services do you offer?

We offer both the 'New Medicines Service (NMS)' and 'Medicines Use Review (MUR)'.  

What is NMS? if you are prescribed a medicine to treat a long-term condition for the first time, you may be able to get extra help and advice about your medicine from your local pharmacist through a new free scheme called the New Medicine Service (NMS).  Click here for further details https://www.nhs.uk/video/Pages/new-medicines-service.aspx

What is MUR? An MUR is especially useful for people who are taking several medicines.  You can talk about what you're taking, when you should be taking it, and any side effects you might be concerned about.  You should also tell your pharmacist if you are taking any over-the-counter medicines or any herbal remedies. They can advise you whether these can be taken at the same time or not.  If you're having problems, your pharmacist can offer advice or, if necessary, advise you to see your GP.  You can ask for an MUR, or your pharmacist or GP might recommend one.  They are done in a private consultation room in the pharmacy and you don't have to pay.  Afterwards, you'll be given a written record of the consultation and a copy will be sent to your GP. 

How long will my application for a prescription take?

If received before 11am, it will be sent the same day to the Doctor. Requests made after 11am are sent the next working day. Please allow 4/5 working days for your prescription to be received, reviewed and assessed by the Doctor for approval. Once returned to us, you will be notfied and your order will then be processed using the delivery option that you selected. So please bear this in mind when choosing Next Day delivery.

Please also be aware that we do not process prescriptions over the weekend. If you apply for a prescription Friday after 11am, Saturday or Sunday, it will be processed first thing Monday.

What payment methods do you accept?

Payment can be made by Visa, MasterCard, Delta, Electron, JCB, Maestro, or PayPal. If you would prefer not to enter your card details online you can call us on 0151 203 6535 and we will be happy to discuss alternative methods.

I placed my order after 11, can I receive it next day?

If you place an order before 11am, your order will be processed and dispatched that day, dependant on stock. If your order is placed AFTER 11am, then it will not be processed until the next day. So please bear this in mind when you select delivery options.

Why has my order been cancelled and I have been charged?

If you repeat order products that get cancelled and refunded by us, we will be forced to charge you a cancellation fee of £2. 

If you do not adhere to the above statement and continue to be persistant in ordering products you are being refused, we will contiinue to take and accumulation of £2 on top of the original £2, until you STOP.

I have a voucher code - how do I redeem it?

To redeem your voucher code, simply add your products to the basket as normal, and then proceed to the checkout. At the top of the checkout page you will see a box where you can enter your voucher code. Then click the redeem button next to this box, and your discount will be applied. We do not allow discount on Prescription Only Medicines. If you are having problems with your voucher code, please contact us using the details on our Contact Us page.

What if I am not in when my order is delivered?

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 Clear Chemist. 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 £10 (postage and handling).

Is the pharmacist required to fill my prescription?

Occasionally, pharmacists may refuse to fill a prescription if they believe that filling the prescription is not in the best interest of your health. Some of the reasons a pharmacist may refuse to fill a prescription include:

  • the pharmacist is concerned that the medication will interact badly with another drug you are taking;
  • the pharmacist believes that an excessive quantity has been prescribed; or
  • the pharmacist has an indication that the prescription wasn't issued by the doctor whose name appears on the prescription;
  • the pharmacist may not accept the prescriptions issued by foreign doctors. 

Online Doctor Service FAQ's

1.  Q - Is the Online Doctor service based out of Clear Chemist?  

     A - No, the Online Doctor service is not based out of Clear Chemist.  Clear Chemist work in partnership with Online GP Service Ltd.  By agreeing to use the service you agree that your data will be handled by Online GP Services Ltd. [ONLINE GP SERVICES LIMITED, 29 OXFORD STREET, ABERGAVENNY, WALES, NP7 5RP.  Company No. 09315897]

2. Q. - Does  Clear Chemist offer treatment of disease, disorder or injury by offering medical advice remotely?

    A - No, all treatment amd advice is provided direct by Online GP Services Ltd.  Clear Chemist are only involved in the dispensing of any prescribed medication.

3. Q  Does Clear Chemist assess my questionairre/medication request before it is sent to Online GP Services Ltd?

   A - No, all assesment is carried out by Online GP Services Ltd

4. Q - What part of the service are Clear Chemist involved in?

    A - Clear Chemist are a pharmacy registered with the General Pharmaceutical Council.  To that extent we are only involved in the supply (dispensing) of medication.

5.  Q - Can I use the Online Doctor Service for Medical Emergencies?

  A - No - this service cannot be used for medical emergencies/triage.  Please contact your own GP / NHS 111 or 999 for Urgent Medical Treatment. 

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