Frequently Asked Questions
Safety, Privacy & Legality
How can I be sure the medication is genuine?
We are a registered and regulated UK pharmacy; we source all our medications from the same wholesalers as your local chemist. We will always supply exactly what is ordered, we will never substitute generic medicines unless that is what you have requested.
Is this service legal?
Yes, this service is regulated by a number of organisations to ensure the care you receive is up to the standard expected in the UK. For more information please see our ‘About the Online Doctor’ page.
Are my personal and payment details safe?
Who provides this service?
You can find out about The Independent Pharmacy and our team on the ‘About Us’ and our ‘About the Online Doctor’ pages.
How do I set up an account?
You can set up an account by clicking on ‘Register’ at the bar at the top of the page. Alternatively, you will be asked to register an automatically create an account when completing the online consultation.
Can I register more than one person per email address/account?
Unfortunately due to the potentially sensitive nature of the information each account is specific to one customer. Each person will require a separate email address to register for our website.
Can I use the same email address for different accounts?
Each account must have its own unique email address. Notification of your account will be emailed to you, therefore, to maintain patient confidentiality only one account can be registered to an account. Free email accounts can be easily created online with a number of different providers.
Can my details be changed on my account?
Yes, certain details can be changed at any time by logging into your account. If you need to change details that you are unable to change yourself please contact us and we will arrange for your account to be updated.
Can I order for others?
Consultations with our Online Doctor must be completed by the patient. A prescription must be for a named patient who has completed the consultation themselves. This is required for us to operate safely and legally.
Can I repeat order?
Yes, it is possible to repeat order your medication. You will need to fill out a medical questionnaire for every order, however, if you are ordering repeat medications and the circumstances have not changed since the last issue, the process is much quicker.
Can I order medications other than those listed?
At present our doctors can only supply the medications for the conditions listed in the Online Doctor section to ensure we are prescribing safely for our patients. We are always looking to improve and expand our service so keep looking out for new conditions and services being added.
Can I cancel my order?
Yes, you can cancel your order at any time up until you receive confirmation that it has been shipped. This is typically within 24 hours of submitting your consultation. If it is cancelled within this time you will receive a full refund within 5 working days.
Why has the doctor sent me a message?
Sometimes the doctors may require more information to ensure that the medication being prescribed will be safe and effective for you. Any extra information required is only ever used for the treatment of your condition and is treated confidentially. You must provide the information required within 5 working days otherwise your order will be cancelled and a refund will be issued.
Why has my ordered been declined?
If your order has been declined this is usually because there is a clinical reason that our doctors feel that the medication is unsuitable for you. This normally means that further investigation is required and you should see your GP. You will receive a message from our doctors in your account explaining any decisions regarding your consultation.
What payment methods can I use?
Payment can be made online using most major credit and debit cards.
Will any details show on my bank statement?
Your order will appear on your bank statement as www.theindependent.
When will my order arrive?
We aim to ship all orders within 24 hours of being approved by the doctor. They will be shipped by Royal Mail Signed For Delivery, which can take up to 5 working days. Most deliveries are received 1 – 3 workings days after confirmation from the doctor depending on the type of delivery selected. A guaranteed next day delivery service is available.
Where do you deliver?
We currently deliver to all UK postcodes. Some postcodes in rural areas may have a slightly longer delivery time. We do not currently deliver to customers outside of the U.K
Can I track my order?
We currently use Royal Mail Signed For deliveries which require a signature upon receipt but are not tracked along the way. We will email you when your treatment is dispatched along with an estimated delivery date.
What should I do if my order has not arrived?
Delivery is normally made very promptly after your confirmation email is received. Unfortunately, sometimes packages can get lost in the delivery system if after 10 days you have not received your delivery please contact us and we will do all we can to resolve the problem.
How will my order be delivered?
All deliveries are sent by Signed For mail and therefore need a signature on receipt. All packing is discreet and unmarked so is suitable to be delivered to wherever you require.