Frequently Asked Questions | E-Pharmacy
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Customer FAQ's

Can't find the answer you're looking for? Check our common FAQ's for a quick solution or contact our team today, we are always happy to help!

General Service

Is this service legal?

Yes, e-Pharmacy is 100% legal. We are a NHS contracted business and deliver NHS services. We only sell genuine UK medication. We are regulated by the General Pharmaceutical Council and the Medicines and Healthcare products Regulatory Agency. You can check that we are operating legally by checking the GPhC logo and MHRA logo on the bottom of each page you visit.

How do I know that I am receiving legitimate medication?

We only sell legitimate, genuine UK branded medication prescribed to you by a registered prescriber. When ordering medication online always look for the green GPhC logo and MHRA logo on the bottom of each page you visit. This ensures that the website is a registered online pharmacy operating legally.

Is an online pharmacy better for the environment than a regular pharmacy?

The healthcare industry is one of the most wasteful public sector industries in the UK. Online pharmacies reduce the fuel required for a journey to the GP or pharmacy, as well as this e-Pharmacy uses 100% recyclable packaging and actively supports environmental causes. Using an online pharmacy reduces the paper-waste that is often produced by high street pharmacies and NHS prescriptions by using paperless, online prescriptions. This way we are able to keep our costs and carbon emissions low, giving you the option to choose sustainably. You can find out more about what e-Pharmacy is doing to help improve our environment in our environmental policy. You can also discover our plans for future development as we make our way towards a carbon-neutral online pharmacy.

How old do I need to be to use e-Pharmacy?

You will need to be 18 to order any private medication or OTC items from e-Pharmacy. This is a legal requirement to make sure we do not sell medication to minors. As we run as an online service and do not see our patients in person, we may need to validate that you are over the age of 18 with a quick check using your name, date of birth and address against national databases like the electoral roll. If this is unsuccessful for whatever reason we will get in touch to make sure that all the details are correct with no typos. On rare occasions, we may also require a form of age verification such a passport or driver’s license.

Will my GP be made aware of my purchase?

We would recommend you inform your GP whenever starting a new medication, but it is not required in most cases. We are able to inform your GP for you or you can inform them yourself, this will be confirmed in the patient health questionnaire.

I can’t see my medication on your website, can I make a request?

If you can’t find what you are looking for contact our team either by phone, email or using our Ask a Pharmacist service and make a medication request. If we are unable to provide you the prescription medication you need, we can advise you on the best way forward.

How can I provide feedback?

If you would like to provide us with any feedback or would like to make us aware of any issues, feel free to contact us by phone or email at 01603 361771

or [email protected].

My Account

Do I need an account to make an order?

You do not need an account to make an order, you can use our guest checkout! Creating an account allows previous details to be saved making future purchases quick and easy. It is also an easy way to track your previous orders and your order status, so we would recommend creating an account (although it is not required!)

How do I make an account?

In order to make an account click on the ‘Account’ page on the top right-hand side the page. Then simply enter your email and create a password. In order to place your first order further details such as your name and date of birth will be required, these will be saved for future orders. You can also select to create an account during checkout.

How do I change my password?

If you wish to change your password, simply log in to your account and change your password in the account details section of the ‘My Account’ page. If you have any problems, you can always call us on 01603 361771 or send us an email at [email protected]

What do I do if I can’t access my account?

If you are having trouble accessing your account, you may have been locked out due to multiple failed attempts at logging in (wrong password or username for example). In this case do not try to log in again for another 15 minutes then try again (this allows the system to reset and you can try again). If you are still unsuccessful you will need to contact us either by phone or email and we will be able to further assist you In some cases, previous orders have been made using the guest checkout and not through an account. If this is the case send us a message or give us a call on 01603 361771 and we will be able to create an account for you and connect it to previous orders.

Placing An Order

Do you accept NHS prescriptions?

YES! e-Pharmacy is a fully licensed online pharmacy providing NHS services. Simply nominate us as your pharmacy of choice and we will dispense and ship you medication to your door.


Can I order over the phone?

Yes, we are able to take orders over the phone. This will require our customer care team going through the medical questionnaire with you and placing the order through the guest checkout. You can place an order over the phone by calling 01603 361771 Mon-Fri 9-5.

Can I make an order for someone else?

In order to make an order the person who needs the medication will need to answer the health questionnaire as well as provide their name and residential address for our age verification system. The order does not have to be delivered to the residential address provided and the name on the shipping label (the name that appears outside of the box) can also be different to the prescription label (which is on the medication box itself and must be the name of the person who answered the health questionnaire). Someone else may pay for the medication (using their card and bank details) as well as use someone else’s contact details as long as whom ever the medication is for has answered the health questionnaire.

What should I do if I have not received a confirmation email?

You will be sent a confirmation email with an order number once your order has been placed. Sometimes a simple typo means the email does not get sent to you, e.g. typing .cm instead of .com. Sometimes emails with medication names will be filtered out by your email provider. Please check your junk/spam mail. Please contact us by phone or email if you have not received a confirmation email.

Why is my order on hold?

In some cases, you may receive an email notifying you that your order is on hold. This could be for a few reasons; it may be because: You have ordered your medication too soon in which case we may contact you for some further answers. Our prescribers have some concerns or questions based on your health questionnaire There are some details missing from your order We were unable to verify that you are over the age of 18 and may require more information or proof of age There will be details in the email letting you know what to do next. If you have any questions or concerns send us an email or give us a call and we will happily answer any of your queries.

Why have I been asked to provide proof of age?

We are only able to provide medication to those who are over 18 years old. As an online service we are unable to see our patients in real life and therefore need to verify you are not a minor, we can do this by taking your name, date of birth and residential address and checking it against national databases such as the electoral roll. In cases where this is not successful, we may require a form of ID to verify your age.

What ID can I provide?

We accept a driver’s license or passport as a valid form of ID. You can send us a photocopy or picture by email.

What does it mean if I have ordered too early?

We are only able to prescribe a certain amount of medication to an individual in order to prevent unsafe use and to check the medication is still working as expected. If you have ordered too early, we will get in touch to find out the reason why you wish to have extra medication and we will do our best to help. Sometimes we will then provide a full refund, send out part of an order or keep the order on hold until we are able to ship it out to you.

I have been asked to provide further information, what does this mean?

In some instances, we may send you an email requiring further information after your order has been placed. This simply means our prescribers need to clarify your answers in the health questionnaire to check you are receiving the appropriate medication. You can simply reply to the email or giving us a call.


How long does my order take to be delivered?

Once your order has been dispatched the delivery time will depend on the option you selected at checkout. If you selected the guaranteed next day special delivery you order will be with you by 1pm the next working day (as long as the order was placed before 3pm). If you selected the Royal Mail Tracked 24 option, your order will arrive with in 1-2 working days (although may take longer for remote Scottish Highlands and British Isles). If you selected the Royal Mail Tracked 48 option, this will usually arrive between 2-3 days but can take up to 5 days. If you spend more than £30 you will automatically get free upgraded shipping to Royal Mail Tracked 24, which is our most popular service.

How long does my order take to be sent out?

Once the order has been placed it needs to be checked by our prescribers and then issued and packed by our pharmacy team. Occasionally our prescribers will have further questions, or we will need to verify that our patients are over the age of 18 which will require age verification in the form of ID, this can mean the order is delayed. Once the medication has been dispensed it will be sent out that same day (if ordered before 3pm and except on weekends/bank holidays when it will be sent out the following Monday).

Does my delivery require a signature?

You will only need to sign for the delivery if you selected the Royal Mail guaranteed 1pm next day special delivery at checkout. Where possibly we package medication in letterbox sized boxes.

Can I deliver to a different address?

Yes, you can deliver your medication to whatever address is most convenient for you, although we will need your correct billing address. We may require your residential address for ID checks as our system uses national databases such as the electoral role to check you are over the age of 18. We will only send out medication to the requested address which does not have to be the same as your billing or residential address (e.g. work, a holiday home, a friend/family members house or a partner’s address).

How do I track the status of my delivery?

When your order is placed you will be given a unique tracking number for your order that will be sent to you by email with your order confirmation. You can track your order from your e-Surgery account and also on the Royal Mail website. If you do not have an account, we will send you updates for your order by email. Keep an eye out for these and remember to check your spam/junk folder.

My order hasn’t arrived?

Please check the status of your parcel using the Royal Mail tracking code sent to you when we sent out the item. If your order hasn’t arrived when expected please contact as soon as you can so that we can resolve this issue (standard shipping can take up to 5 days). Please be aware that shipping delays can extend this delivery period. We also recommend checking junk/spam folder as our prescribers sometimes need to get in touch with further questions.


What does the packaging look like?

All our packaging is 100% recyclable brown cardboard. It is in plain, discreet packaging without any indication of e-Surgery on the outside of the box.

Is e-Surgery packaging recyclable?

Yes, all our packaging is recyclable. A lot of medication does come in blister packs which are not currently recyclable, these can go into general waste. Old inhalers should be taken to a local pharmacy where they can be properly recycled, you can find out more about recycling old inhalers here. You should take any old or unused medication to a pharmacy who will be able to dispose of it safely.

What do I do if my package is damaged?

If the medication is damaged in any way when it arrives to you please get in contact as soon as possible with a picture of the damaged item. We will aim to resolve this as soon as we can.

Payments And Returns

How can I pay for my medication?

You can pay for your medication online at checkout using a debit or credit card. You can also place your order by phone.

How will my order appear on a bank statement?

Your order will appear under the name Total Access Health Ltd. on bank statements with no mention of Pharmacy.

How do I cancel an order?

If you wish to cancel an order contact us as soon as you can preferably by phone. If we have not yet shipped out the order we will provide you with a full refund. Please be aware that we cannot cancel orders once they have been collected by the Royal Mail. Our Royal Mail collections occur at 1pm and 4pm every working day. Once the medication is sent, we can no longer use that medication for another patient as it has been personally prescribed to you. These are the same laws that apply to your local high street pharmacy

Can I get a refund?

Unfortunately, we cannot refund or cancel an order once it has been shipped. This is because once the medication is sent, we can no longer use that medication as it has been personally prescribed to you. If you have any concerns or queries or no longer need your medication contact us by phone or email and our customer care team will be able to advise you further.

What Our Patients Say

Our patient care team is excellent!

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Great service. Easy to use website and fast delivery I would definitely recommend Karole
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Superb. Quick delivery, easy buying process. Completely satisfied. Paul
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Easy process, arrived quickly, saved me the job of trying to get an appointment with the doctors. Claire
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A simple, quick, efficient and easy to use service. My prescription arrived as promised. Michael
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Very good service, and prompt no delay, I will use e-Surgery again. David
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Good website, professional online service, quick delivery. Can certainly recommend it. Jeroen
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Great service and a wonderful idea. I am so grateful to e-Surgery. John
We are proud to be rated excellent
4.8/5 stars on Trustpilot.
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