Frequently Asked Questions
About Chemist4U
What is Chemist4U?
Founded in 2011, Chemist4U is one of the largest online pharmacies in the UK, providing prescription-only medication and over the counter treatments for millions of patients across the country.
Our goal is to make healthcare more affordable and easier to access, from weight loss treatments and erectile dysfunction pills, to your everyday hay fever essentials.
That mission extends to our role as a trusted partner of the NHS. We dispense 100,000s of repeat NHS prescriptions every year, helping people take control of their health and wellbeing in a way that suits their lifestyle.
You can find out more on our About Us page.
How is Chemist4U regulated?
Chemist4U is licensed, regulated, certified and recognised by the:
- General Pharmaceutical Council (GPhC), #9012464: An independent body that regulates pharmacists, pharmacy technicians and registered pharmacy premises.
- Medicines and Healthcare products Regulatory Agency (MHRA): Part of the Department of Health and Social Care. It regulates the medicines and medical devices we provide.
- NHS: Our partnership with the NHS means we’re trusted to fulfill and dispense your repeat prescriptions from our North West-based pharmacy.
- LegitScript certified: A private company that monitors and checks websites in highly regulated industries, like pharmacies, to make sure they’re legitimate, legal, and trustworthy.
- Digital Clinical Excellence (DiCE): We’re part of the clinically led DiCE network, which offers training for digital consultations and healthcare delivery, and leads on best practices for online prescribing.
- SCOPE certification: Our prescribers are certified by the World Obesity Federation for excellence in obesity management.
Where is Chemist4U based?
Every order made through our site is processed and dispensed through our physical pharmacy in the North West of England.
Our services
What services do you offer?
We offer a range of services designed to make healthcare more accessible from the comfort of your own home.
- Over the counter medications: From cold and flu remedies to hay fever treatments, we offer thousands of everyday treatments to help you feel better faster, no consultation required.
- Online consultations and private prescriptions: This includes sensitive treatments like weight loss, erectile dysfunction, hair loss and menopause. Simply complete a free consultation online, and we’ll let you know which treatment is safe and suitable for you.
- Repeat NHS prescriptions: By downloading our app to nominate us as your chosen pharmacy, you can get your repeat NHS prescriptions sent straight to your door, with fast, free delivery.
- Free NHS contraception service: You can request the free contraceptive pill via our website, including emergency contraception, as part of our NHS services.
- Speak to our experts: If you have any questions about your condition or medication, you can talk to one of our pharmacists, and they’ll get back to you as soon as possible.
- Expert advice and guidance: We have hundreds of guides, reviewed by our clinicians, designed to help you confidently navigate your health and wellbeing.
Is your service confidential?
Your medical data and order history is confidential and will only be viewed by our prescribers and pharmacy staff. You can find out more in our privacy policy.
This confidentiality extends to our packaging. Every treatment, whether it’s over the counter or prescription-only, comes in plain, discreet packaging to protect your privacy.
What conditions do you treat?
We treat more than 90 conditions, including:
You can find the full list of conditions we treat here.
Are the medications you prescribe genuine?
Yes, every medication we prescribe is licensed for use in the UK by the MHRA, sourced from our legitimate medicine suppliers, and checked at our physical pharmacy in the North West of England. We’re also registered with the GPhC, which is a requirement for all genuine pharmacies in Great Britain.
What can you do with the Chemist4U app?
By downloading the Chemist4U app, you can:
- Nominate us as your chosen pharmacy.
- Order your repeat NHS prescriptions at the press of a button, with free delivery within 48 hours.
- Receive prescription reminders and delivery notifications.
- Connect securely to your local GP practice with GP link.
Can I order my NHS repeat prescriptions through the app?
Yes, you can order your repeat NHS prescriptions directly through the app with a click of a button.
How do I make a complaint?
If you want to make a complaint, you need to first contact our Customer Care team. You can do that via:
- Contact form
- Phone: 01695 474 433
When contact us, please provide:
- your full name and contact information
- your order number (if applicable)
- a clear description of the issue
- any relevant supporting documents or screenshots
You can find out more about our complaints procedure here.
NHS services
How do I nominate Chemist4U as my chosen pharmacy?
The easiest way to nominate Chemist4U as your chosen pharmacy is by downloading our app or registering online. This will automatically nominate us as your chosen pharmacy.
Alternatively, you can talk to your GP, or change your nominated pharmacy through the NHS app.
Find out more in our guide to changing your nominated pharmacy.
How do I order my repeat NHS prescription?
Ordering your repeat NHS prescriptions through Chemist4U is quick and straightforward. Here is how it works:
- Create or log in to your Chemist4U account.
- Submit your NHS prescription details securely online.
- Our team verifies your prescription and dispenses your medication.
- Your prescription is delivered directly to your door.
Download our app and never miss a prescription with Chemist4U
Is delivery free for NHS prescriptions?
Yes, every NHS prescription we fulfill is sent out via free tracked Royal Mail delivery.
Can I get free NHS prescriptions with Chemist4U?
Yes, if you are eligible for free NHS prescriptions, you can get them delivered for free with Chemist4U.
You can find out more about free prescriptions, prepayment certificates and more in our selection of NHS guides.
Do you provide free contraception?
Yes, we provide free contraception as part of our NHS services. This includes the combined pill, the mini pill, and the morning after pill.
Start a consultation for your chosen treatment, book a call with one of our pharmacists, and they’ll help you figure out what’s right for you. Your contraception will then be delivered straight to your door.
Do you prescribe antibiotics?
We don’t privately prescribe antibiotic tablets. However, if you have an NHS prescription for antibiotics, we can dispense it and deliver it to your door.
Your consultation
When do I need to complete a consultation?
You don’t need to complete a consultation for all our products, including our hundreds of over-the-counter treatments.
You will need to complete an online consultation for any prescription-only medication.
For certain ‘pharmacy medicines’, we’ll ask you a few questions at checkout, just to make sure they’re safe for you to use.
Why do I need to do a consultation?
By completing a consultation, our clinicians have all the information they need to make sure your chosen treatment is safe and suitable for your needs.
How long does a consultation take?
A consultation usually only takes a few minutes to complete online.
When will I hear if I am eligible for my treatment?
We aim to let you know if you’re eligible for your treatment within 48 hours of your consultation.
What happens if my consultation is rejected?
If your chosen treatment isn’t suitable for you, your payment will be refunded within 3-5 working days of our decision. Our clinicians will always explain why your consultation has been rejected and will offer advice on what you should do going forwards.
Your order
Do I need a prescription to place an order?
For our hundreds of over-the-counter products, you won’t need a prescription at all.
For the conditions listed in our online clinic, you won’t need an existing prescription to request your treatment. We provide you with a prescription as part of your consultation, as long as you’re eligible for the treatment.
However, there are some products where we’ll need to see proof of an existing prescription. These can include:
- repeat NHS prescriptions
- asthma inhalers
- EpiPens
Can I use a pre-existing prescription?
For our private online clinic, you cannot use a pre-existing prescription. We produce a prescription as part of our consultation. However, we may need evidence of a previous prescription for certain treatments, for example when requesting an inhaler or EpiPen.
For our NHS repeat prescription service, we request an existing prescription from your GP. This prescription will then be sent electronically to us by your GP, allowing us to send your medication straight to your door.
Can I cancel my order?
Due to how quickly we process your order, you only have a very narrow window to cancel your order. This is typically around one hour after the order has been placed. Please email our Customer Care team as soon as possible if you need to cancel your order.
Can I amend my order?
No, once your order has been placed, it isn’t possible for it to be amended. This includes adding or removing items or changing your delivery address.
Will my GP be informed of my treatment?
When placing an order with Chemsit4U, you’ll be given the option to enter your GP details. This is completely optional, and we’ll never inform your GP without your consent.
However, for your safety, you should keep your GP informed of any new treatments you start.
Why haven’t I received the exact number of tablets prescribed?
Due to new NHS rules around ‘original pack dispensing’, we must, where possible, try to send out your medication in its original sealed pack.
This means the number of tablets you receive in your order may be 10% higher or lower than the amount stated on your prescription. If you pay for your NHS prescription, the charge will still be £9.90, regardless of the pack size.
For example, if you’re prescribed 28 tablets, and the medication comes in packs of 30, we’ll send you a full, sealed pack of 30 tablets. Or, if your prescription is for 30 tablets and the pack size is 28 tablets, we’ll send you a sealed pack of 28 tablets.
If you do receive slightly fewer tablets than you were expecting, you may need to order your next prescription slightly earlier.
This rule applies to most medicines but does exclude certain controlled drugs. Our clinicians will also use their discretion and may still provide the exact number of tablets prescribed if that is the best option for your health.
Why do I need to provide a photo with my order?
For certain treatments, like acne and weight loss, we may ask you to provide a photo with your order. This is so our clinicians can make sure the treatment is safe and suitable for you to use.
Your photo will only be viewed by our prescribing pharmacists. Your photo will then be deleted once the consultation has been viewed and the order is processed.
My account
How do I login to my account?
You can log in to your account via our website or app. You’ll just need the email you used to set up your account, and your password.
What can I do within my account?
Within your Chemist4U account, you can:
- view and manage your orders
- link your account with your NHS login, allowing you to order repeat prescriptions, view your health records and test results, and book an appointment with your GP
- change your account details, including your delivery address
- check your store credit
- access your Health Hub
- opt in to our Chemist4U newsletter
How do I change my password?
If you would like to change your password, you can do so by going to the My Account Details section of your account.
Can I change my email address?
If you would like to change your registered email address, you can do so by going to the My Account Details section of your account.
How do I update my delivery address?
If you would like to change your default delivery address, you can do so by going to My Addresses under the My Account Details section of your account.
Can I see my order history online?
Yes, you can see your order history under the My Orders section of your account. From here, you can manage and reorder your treatments.
Payment
How can I pay for my order?
You’ll be asked for your payment details at checkout. We currently accept:
- Apple Pay
- Mastercard
- Visa
- PayPal
- American Express
- Discover
- Diners Club International
Do you offer Clearpay or Klarna?
No, we currently don’t offer Clearpay or Klarna.
When will you take payment?
We take payment upon checkout. If your consultation for a prescription-only treatment is rejected, we will refund your payment within 3-5 working days of the decision.
What will be shown on my bank statement?
The charge on your bank statement will be shown as Chemist4U.
Delivery
Is your packaging discreet?
Yes, every order comes in plain, discreet packaging to protect your privacy.
How much does delivery cost?
Delivery costs depend on the price of your order, and the service you choose:
- Free delivery: on all orders over £39.
- Royal Mail T24: £3.95, on all orders under £39.
- DPD Next Working Day (order by 2pm): £6.95
- Royal Mail Special Delivery (order by 2pm): £8.95
You can find out more on our Delivery page.
When will I receive my order?
How quickly you receive your order depends on which delivery option you have chosen. Most of our orders are delivered within 1-2 working days after they’ve been dispatched.
Do you deliver outside the UK?
No, we don’t deliver outside of the UK.
Can I arrange a preferred delivery date?
No, you currently can’t arrange a preferred delivery date when ordering with Chemist4U.
Are weight loss injections delivered in cold storage?
Eligible weight loss injections are delivered in cold storage, including all doses of Mounjaro.
Wegovy doesn’t need to be delivered in cold storage. However, in summer months, we may still deliver your treatment in cold storage to ensure it arrives safely.
Returns and refunds
Can I return my order?
You will need to first check with our Customer Care team to make sure your item is eligible for return. Due to regulations, we cannot accept returns for any medicine.
However, there may be some circumstances where we will issue a refund, even if we are unable to accept a return.
You can find out more on our Returns page.
How do I return my order?
To return your order:
- First, contact our Customer Care team to make sure your item can be returned.
- Complete the returns section of the original delivery note, including which item(s) you’re returning, and the reason for the return.
- Package up your item(s) with the delivery note.
- Return your item using the chosen delivery service.
How long do I have to return my order?
You have 30 days to return any eligible items. You can find out more on our Returns page.
When will I receive my refund?
Once your order has arrived back with us, it normally takes up to 14 days for your refund to appear in your account.
