FAQ when ordering from Online Pharmacy

Why do I have to register??

Why do I have to register?
To place an order with us you will need to create an account. As a registered online pharmacy, we have to follow the guidelines set out in the Responsible Pharmacy Act of 2008. This requires us to maintain accurate and concise customer profile records that are managed and secured within our website. All data is stored in accordance with the Data Protection Act and will only be viewed by our pharmacist when necessary for the dispatch of an order.

Faulty Item Returns

Faulty Item Returns
We’re very sorry to hear you have received an incorrect or faulty item. Our procedure requires that you contact us so that we can provide you with a pre-paid postage label. Once we hear from you, we will give you full instructions on how to return the item to us and anything else that is necessary for us to process a return.

Unwanted Goods Returns Procedure

Unwanted Returns Procedure
For unwanted returns, we require that you please contact us with the nature of the return. We will supply you with the returns information that you need on request.

  • If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 7 days of receipt. 
  • Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
  • For any medicines and Prescription products, we do not accept returns or refunds unless there has been an error with your order by Dock Pharmacy. If you decide that you do not require the products after it has been sent to you, DO NOT accept the delivery. In this case, once the undelivered order has been returned to us  by Royal Mail then we will issue a refund.
  • Please note:
    1. Goods will only be accepted for return if they are despatched within 7 days of delivery unless we have notified you otherwise.
    2. The item is your responsibility until it reaches us. Therefore for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
    3. The cost of returning the item to us is your responsibility.
    4. Delivery charges are only refundable where goods are faulty and a refund is made.
  • We recommend that customers return goods for refund or exchange using Royal Mail signed for service
  • Royal Mail is a reputable online parcel delivery company offering a wide range of UK and international courier services.
  • Royal mail offers low cost discounted courier rates.
  • With Royal Mail, online parcel tracking means the progress of a consignment can be checked at every stage of transit.

I haven't received my order yet!

I haven’t received my order yet!
We would like to apologize if you have not yet received your order. Our delivery guidelines state that you should receive your order in about 3 to 5 working days after dispatch. If your item does not arrive in the times quoted we would recommend that you contact us so that we can take a look at your order for you.

How do I contact the Customer Care team?

If you have any urgent issues or queries with regards to a Dockpharmacy.com order or service, you can speak to our friendly UK-based Customer Care team on 01375-846-316. Our lines are open 9am – 2pm, Monday to Friday.

How long does it take to process a refund?

We aim to process your refund within 24 hours of receiving the good, however, it can take up to 30 days to receive the refund via the original payment method. To read more, please visit our full returns policy.

How do I alter details in my online account?

To update the personal details on your ChemistDirect.co.uk account simply sign in and go to ‘My Account’. Read more on how ChemistDirect.co.uk manage your personal information, please read our privacy and cookies policy.

What happens if a product is out of stock?

We aim to replenish our stock levels daily but if the item you’re looking for is currently unavailable, our Customer Care team will be able to provide an estimate on when the item will be in stock and recommend an alternative. You can either visit our contact page or speak with a Customer Care team member directly on 01375 846 316 Option 1. Our lines are open 9am – 2pm, Monday to Friday or 9am – 1pm, on Saturdays.

I live outside the UK, can I Order from Dock Pharmacy?

As an Online Pharmacy we strictly observe legal requirements in both our and your country.  However, we recommend you check the importation regulations of your country to verify the laws of ordering online pharmaceuticals and over the counter medication from abroad.  The buyer is responsible for determining and abiding by his/her country’s importation regulations.
Please visit www.postoffice.co.uk/letters-parcels/mailing-guide/restricted-and-prohibited-goods