Are there any offers or discount codes available?

From time to time, The Family Chemist may offer promotions or discount codes on selected products or services. These offers may be shared through: Our website Email newsletters Social media channels Partner promotions To stay informed about the latest offers and updates, we recommend joining our newsletter. If a promotion is available, discount codes can be entered at checkout when placing your order. Please note that some medications or services may be excluded from promotional discounts due to pharmacy regulations.

Can I delete my account?

If you have completed a medical consultation or requested a prescription-only medication, we are legally required to retain certain medical and transactional records for a defined period. This is necessary to comply with UK regulatory and professional obligations, even if treatment was not ultimately supplied. For this reason, we may not be able to fully delete accounts where a consultation or prescription request has taken place.

Can I switch to The Family Chemist from another pharmacy?

Yes, you can switch pharmacies at any time. If your prescriptions are NHS prescriptions, you can change your nominated pharmacy by: Completing the nomination form on our website, or Informing your GP surgery that you would like to nominate The Family Chemist If you are receiving private treatment, simply let us know where you previously received your medication from so we can assist with the transition. If you need help switching, please contact our support team.

Can I update the delivery address after placing an order?

If you need to update your delivery address after placing an order, please contact our support team as soon as possible by emailing: enquiries@thefamilychemist.co.uk We may be able to update the address before the order has been approved. Unfortunately, once an order has been approved or dispatched, we are unable to change the delivery address.

Do you offer student discounts?

Yes, we offer student discounts through Student Beans. To qualify, you will need to verify your student status through Student Beans or Beans ID. Once verified, you will be able to access available student offers.

How can I verify this is a real online pharmacy?

You can independently verify our registration through the General Pharmaceutical Council (GPhC) pharmacy register. Simply search for “The Family Chemist” or our registration number 9012318.

How do I change my email or password?

You can change your login details by logging into your account and updating your profile settings. If you are unable to access your account, you can use the password reset option on the login page.

How do I contact support?

You can contact our support team via: Email: enquiries@thefamilychemist.co.uk Website contact form Our team will respond as quickly as possible.

How do I create an account?

Creating an account with The Family Chemist is quick and simple. When placing your first order, you will be asked to enter your personal details and create a password. Your account allows you to manage prescriptions, reorder treatments, and track your orders easily.

How do I get a refund?

Refunds may be issued if: Your consultation is not approved by our clinician Your order is cancelled before dispatch There is an issue with your order Please contact our support team and we will review your request.

How do I nominate The Family Chemist for my NHS prescriptions?

You can nominate The Family Chemist as your NHS pharmacy so your prescriptions are sent directly to us for dispensing. You can do this by: Signing up through the NHS nomination form on our website Informing your GP surgery that you would like The Family Chemist to be your chosen pharmacy If you require any assistance with the nomination process, please contact our support team and we will be happy to help.

How do I place an order?

To place an order: Choose the treatment you require from our website Complete a short online consultation Make payment and submit your order One of our clinicians will review your answers to ensure the treatment is safe and appropriate Once approved, your medication will be dispensed and dispatched This process ensures the safe and responsible supply of medication.

How do I track my order?

Once your order has been dispatched, you will receive an email containing your tracking information so you can monitor delivery progress. You can also track your order status through your online account.

How do I update my account details?

You can update your personal details by logging into your account and editing your profile information, including your address, contact details, or password. If you need to update details relating to an active order, please contact our support team.

How long does delivery take?

Most orders are processed and dispatched shortly after clinical approval. Our delivery options include: UK Standard Delivery (excludes weight loss injections) 1–3 working days UK Next Day Delivery (Signature Required) Next working day delivery Monday–Friday (excluding weekends and bank holidays) 2pm order cut-off UK Saturday Delivery (Signature Required) Saturday delivery Order before 2pm Friday Royal Mail Postage and Packaging (Signature Required) Delivery within 1–2 working days after prescriber approval Royal Mail Local Collect Delivered to a Post Office of your choice Typically 1–3 working days after prescriber approval Delivery times may vary depending on location and courier service.

How long does it take for my consultation to be reviewed?

Once you submit your consultation, it will be reviewed by one of our qualified prescribers. Most consultations are reviewed within a few hours during working hours, although this may take longer during busy periods.

I am experiencing side effects. What should I do?

If you experience any unexpected or concerning side effects, you should seek medical advice. You can: Contact The Family Chemist for guidance Call NHS 111 for medical advice Seek urgent medical attention if symptoms are severe or worsening Your safety is our priority, and it is important to seek medical help if you are concerned about any symptoms.

I forgot my password. How do I reset it?

If you have forgotten your password, select “Forgot Password” on the login page. Enter the email address associated with your account and we will send you a secure link to reset your password. Please allow up to 10 minutes for the email to arrive.

Is The Family Chemist legitimate?

Yes. The Family Chemist is a legitimate UK online pharmacy operated by registered pharmacists and prescribers and regulated by the General Pharmaceutical Council (GPhC).

Is The Family Chemist registered?

Yes. The Family Chemist is a UK-registered pharmacy regulated by the General Pharmaceutical Council (GPhC). Our pharmacy premises are registered under: GPhC Registration Number: 9012318

My Family Chemist Rewards – how do I spend my points?

You can view how many reward points you have earned by logging into your account on our website. Your available points will be displayed in your account and can be redeemed at checkout when placing an order.

What happens if I miss my delivery?

If a delivery attempt is unsuccessful, the courier will normally leave instructions for rearranging delivery or collecting the parcel from a local collection point. Please follow the instructions provided using your tracking link.

What happens if my consultation is not approved?

If our clinician determines that the treatment requested is not safe or appropriate, your order will not be approved. In this situation: • You will be notified by email • Your payment will be fully refunded

What is your return policy?

Due to safety and pharmacy regulations, medications cannot be returned once they have been dispensed and dispatched. If you receive a damaged or incorrect item, please contact our support team and we will investigate the issue promptly.

What payment methods do you accept?

We accept the following payment methods: Visa Mastercard Maestro American Express Visa Electron Clearpay Super Payments All payments are processed securely to ensure your personal and financial details remain protected.

Where can I find your policies?

You can find our policies in the footer of our website, including: Privacy Policy Terms and Conditions Delivery Information Returns Policy

Why is the website not working?

If you are experiencing issues with the website, please try: Refreshing the page Clearing your browser cache Trying a different browser or device If the issue continues, please contact our support team.

Why Trust The Family Chemist?

At The Family Chemist, patient safety, privacy, and professional standards are at the heart of everything we do. We operate as a regulated UK pharmacy, ensuring that all medications are supplied safely and responsibly. UK-Registered Pharmacy Qualified UK Clinicians Convenient Online Consultations Discreet and Secure Service Fast and Reliable Delivery Wide Range of Treatments

Why was my payment declined?

Payments may be declined for several reasons, including: Incorrect card details Insufficient funds Bank security checks Please check your details or try an alternative payment method.

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