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Frequently Asked Questions
 

About Clinidirect

  • Is Clinidirect a registered pharmacy?

    Clinidirect operates a UK registered pharmacy, regulated by the General Pharmaceutical Council and run and overseen by qualified pharmacists. The services we offer strictly adhere to all UK laws and regulation and are continually overseen by the NHS and GPhC. Our products come from UK wholesalers and we operate from registered premises, which are routinely inspected to ensure safe pharmacy best practice. All orders for prescription and medicine are checked by our pharmacy team. We have operating procedures in place to safeguard patient health. In the interests of patient safety, our pharmacists reserve the right to refuse medication if they find that it is unsuitable for a patient or when they suspect misuse. You can check our registration status by clicking on the following link: http://www.pharmacyregulation.org/registers. Please feel free to contact us if you have any queries.

  • Are you legally able to provide my medication?

    As registered UK pharmacy, we are able to dispense prescriptions legally. Our services fully comply with the regulations of the Royal Pharmaceutical Society of Great Britain and the NHS.

  • Who at Clinidirect processes my prescription?

    Our highly experienced pharmacists are registered with the General Pharmaceutical Council and are members of the National Pharmacy Association. The pharmacists that work for Clinidirect are highly experienced having been practising pharmacy for many years, bringing significant experience to Clinidirect.

Orders

  • How simple is it to place an order?

    Placing an order with Clinidirect is simple, with each step clearly highlighted on the screen. Should you face any trouble, please contact our friendly customer services team and we will be happy to guide you through the process.

  • How do I look up an item?

    To make the experience more seamless for you, simply type the name of the required product(s) into our search toolbar. A list of products will be populated to match your search terms.

  • How do I check the status of my order?

    An email will be sent to you highlighting your order details once we have received your order. You can also check the status of your order by clicking on the ‘Orders’ tab under ‘My Account’. The following status message will show you what stage your order is at:

    • Processing – We are processing your order and preparing your parcel for dispatch
    • Dispatched – Your order has been dispatched and will arrive within the selected delivery timeframe. We will send you an automated email once the goods have left our warehouse. You can also track the status of your delivery via Royal Mail by entering the tracking number shown in the Orders section of ‘My Account’.
    • Cancelled – Your order has been cancelled. This could be as a result of various reasons including a request from you. If you would like to discuss the reasons for the cancellation, please contact our customer services team.
    • Pending – Unfortunately there is a problem with your order which we are investigating and will contact you if required.
  • What will I receive with my order?

    Your order will contain the invoice and other material we feel may be useful to you including promotional literature.

  • How do I change my account details?

    You can amend the information stored at any time by simply logging into your account. Further details on how we use the stored information is shown in our Privacy Policy.

Payments

  • What are your methods of payment?

    We at Clinidirect are happy to accept payment for our products and services sold to you by Visa Debit, Visa Credit, Maestro and MasterCard.

  • At what stage will my card charged?

    We will take payment from your selected debit / credit card when your order is being processed.

  • Do you store my payment details?

    Here at Clinidirect, we are committed to protect your payment details and therefore do not store payment details.

  • How safe is it to buy from you using my card online?

    Our team will process your payments through industry leading encryption technology, so you can be feel safe in the knowledge that your payment information is protected.

  • Can you accept payment over the phone?

    If you do not want to submit your payment details online, we can accept payment over the telephone. Simply call us on 08000126-779 and our customer service team will be happy to process your order.

Delivery

  • How will my products be delivered to me?

    Your products / medication will be delivered to you via Royal Mail under condition of anonymity to ensure your privacy. The parcel will be discreetly wrapped with no Clinidirect label on it. Therefore, you can be assured that no one will be aware of the medication/ products inside the parcel or the originating address where the parcel has been dispatched.

  • Can my products be delivered to my office?

    Clinidirect orders can be delivered to any address except PO Box addresses.

  • Do you delivery internationally?

    Yes, we can deliver orders to an international address.

  • What delivery options are there?

    The delivery options available are highlighted on our delivery information page. Please click here to see the options available.

  • How long does delivery take?

    Clinidirect strive to ensure that your order is dispatched within one working day. However, the delivery times are dependent on the delivery option you have selected when placing your order. Please click here to view the delivery timeframes.

  • How much does delivery cost?

    The cost of delivery varies based on the delivery option you have chosen when you placed the order. Please click here to view our delivery charges.

  • Does my delivery require a signature?

    On receipt of your parcel, a signature will be required. Should you not be at home and the delivery is unsuccessful, your parcel will be stored at the local post office depot. A Royal Mail calling card will be posted through your letterbox showing collection details and directives for arranging redelivery. Should the parcel not be collected or a redelivery not arranged within three weeks, the parcel will be returned to us. In order for us to resend the parcel to you, you will be required to pay for a new delivery.

Prescriptions

  • What prescriptions do you accept?

    We dispense a wide variety of prescription medication and for all prescription items, we require you to send the original prescription to us for endorsement. Please send your prescription to:

    Pharmacist
    Clinidirect Ltd
    Qualitas House
    100 Elmgrove Rd
    Harrow
    Middlesex
    HA1 2RW

  • Do you accept European Union (EU) prescriptions?

    Unfortunately, we do not currently accept EU prescriptions.

  • Do you accept Animal Health (Pet) prescriptions?

    Unfortunately, we do not currently accept pet prescriptions.

  • Do I receive a free NHS prescription?

    You are exempt from prescription charges if you fit into one of the categories below:

    • are 60 years or over or
    • are under 16 years or
    • are 16-18 years of age and in full-time education or
    • are pregnant, or have had a baby in the previous twelve(12) months and have a valid exemption certificate, see below or
    • have a listed medical condition and have a valid exemption certificate or
    • have a continuing physical disability which means that you are immobile and need support from another person and have a valid exemption certificate or
    • hold a valid war pension exemption certificate and a prescription for your accepted disablement.

    You are also entitled to free prescriptions if you or your partner (including civil partners), receive or hold a valid:

    • Income Support or
    • Income-based Jobseeker’s Allowance or
    • Income-related Employment and Support Allowance or
    • Pension Credit Guarantee Credit; or
    • NHS tax credit exemption certificate or
    • HC2 certificate, see below.

    *Please note the above has been taken from the NHS. For more information please visit:
    http://www.nhs.uk/NHSEngland/Healthcosts/Pages/Prescriptioncosts.aspx

  • How can I apply for HC2 certificate?

    If you meet certain criteria; the NHS can provide assistance with these charges. Please contact the NHS to find out more about these criteria. To apply for the HC2 certificate, simply complete a HC1 form which is available from your local post office, Jobcentre and some NHS hospitals.

  • What is Prescription Prepayment Certificate (PPC)?

    Should you not be entitled to free prescriptions, you could save money with a PPC certificate. A PPC certificate is a prepayment certificate which covers you for all your own NHS prescriptions including dental prescriptions regardless of how many prescription items you require.

    For more information on the PPC, please contact the NHS on: 0845 850 0030 or email ppc1@ppa.nhs.uk.

Returns and Exchanges

  • Can I return / exchange my order?

    We hope you will be completely satisfied with your Clinidirect order. However, we are happy to offer you an exchange or refund provided the item(s) you wish to return meets the stipulations contained within our Returns Policy. Please click here to view our Returns Policy.

  • How do I return goods to you?

    We have a simple process on returning goods to us which is highlighted in our Returns Policy. Please click here to view our Returns Policy.

  • How long will it take it process my refund?

    Once we have received and approved the refund, the card you used to purchase the order will be refunded within 6-10 working days.

Contact Us

  • Contact Us

    If you have any other questions, please click here to contact us and we would be happy to assist you.

  • Complaints Procedure

    Clinidirect strive to offer the highest quality products and services. If you feel that we have not met your expected standards and would like to make a formal complaint, please contact our customer care team on free phone 0800 012 6779 or via email info@clinidirect.co.uk
    Our customer care team will look to respond to all complaints and rectify the situation where possible.