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My parcel arrived damaged.We’re really sorry to hear your parcel has arrived damaged. We take great care to ensure all of our parcels are properly packaged and shipped to you in good condition. For more help please contact our customer support team: - Create an online support request: Click Here - Email our customer support team: cs.team@availpharmacy.co.uk
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Where is my tracking number?Once your order has been dispatched, DPD will send you an email or SMS with a tracking link. Simply click the link to view the most up-to-date status of your parcel. If you don’t see the email in your inbox, please check your junk or spam folder. For additional order details, such as your order history or current status, you can log in to your account on our website. For more help please contact our customer support team: - Create an online support request: Click Here - Email our customer support team: cs.team@availpharmacy.co.uk
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My order didn’t arrive.Our warehouse team work extremely hard to dispatch items within hours of your order. Orders placed after 2PM will be dispatched on the next working day. For orders placed on Fridays, they will be dispatched on the following Monday (or the next working day if Monday is a public holiday) (Please note: delivery times may take longer during exceptionally busy periods or periods of strikes which can cause backlogs in the delivery network.) See here for latest Royal Mail service updates. See here for latest DPD service updates. For more help please contact our customer support team: - Create an online support request: Click Here - Email our customer support team: cs.team@availpharmacy.co.uk
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How long does delivery take?
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Why can’t I buy certain products together?Your safety is our top priority and we aim to ensure safe practice for any medicines. That’s why we comply with health regulations to make sure you don’t order more than you need. Here’s why we restrict the sale of certain medications: To comply with MEP Legal Restrictions for paracetamol, codeine, dihydrocodeine, aspirin, pseudoephedrine, phenylephrine) To ensure, best safe practice for misused medicines To ensure patients do not have more medication than they need Ensuring patients are alerted when they should be signposted to a more appropriate service e.g. their GP or a specialist. To alert our healthcare team if a customer has a recurring problem that may indicate an underlying health issue. Usually, medicines that have similar effects on the body cannot be purchased together via our software, e.g. two codeine-containing products, or two promethazine-containing products. If you have purchased one of these products we limit further purchases within a 28 day (or varying days depending on dosage) time frame. We also have varying ingredients that cannot be purchased together, even if they’re for different ailments, as the risks associated with the two being taken together outweigh the benefits of treating both conditions simultaneously. E.g. Codeine and promethazine (or other antihistamines) containing products cannot be purchased together as their cumulative sedative effects can be dangerous. To understand more about our restricted ingredients please visit our Medicines Restrictions, Self-Care and Signposting Policy. If you haven’t found the right answer above or you need more information, please contact us.
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Where is my order?You should receive your order in around 3 to 5 days. To check the status of your order, you can: Check your emails for a delivery update including a tracking link from Royal Mail. Click the link for up-to-date status of your parcel. Visit your account to check your order status. ‘On Hold’ means we’re still checking your order. ‘Dispatched’ means your order is now with Royal Mail. Visit our delivery and returns page to track your order using the order number found in your confirmation email. You can also find more information on delivery times here. If your order has been delayed, this will most likely be caused by Royal Mail or stock issues which can usually be resolved quickly. If you haven’t found the right answer above or you need more information, please contact us.
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Can I place an order over the phone?We’re sorry, we’re currently unable to take orders over the phone as we don’t have the necessary systems to do so. All orders must be placed via our website. If you haven’t found the right answer above or you need more information, please contact us.
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Why has my order been cancelled or declined?We’re really sorry your order has been cancelled or declined - we understand how frustrating this might be. There are a number of reasons we may have to decline or cancel an order, including: Stock issues - items in your order may have gone out of stock at suppliers. Safety grounds - the products you ordered were not deemed to be suitable. See our medicine policy. Payment issues - we may have had issues taking payment for your order. Don’t worry - we’ll make sure that your refund will be processed immediately. Please allow 3-5 working days for your refund to be processed by your bank. Refund processing times vary depending on who you bank with. If you'd like to try re-order, log in to your account where you'll be able to view and re-order any previous orders. If you haven’t found the right answer above or you need more information, please contact us.
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I'm missing items from my order.We’re really sorry you’re missing something from your order. We aim for 100% accuracy but occasionally things can go wrong. Common reasons for missing items: You may have had a partial refund if one of your items has gone out of stock. Please check your email inbox for confirmation. Human error. If you’re missing an item from your order or you need more information, please contact us. Make sure to have your order number ready (this can be found on your order confirmation email or from within your account). We'll try to get this resolved as quickly as possible for you.
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How long does it take for my order to be approved?When ordering certain medicines, our pharmacist has to check and approve your order for your safety. This applies to: Pharmacy (P) medicines (the type you’d buy over-the-counter, like co-codamol or thrush treatments). If you order a general sales list (GSL) product (the type you can pick up off the shelf yourself, like paracetamol or antacids) your order won’t need to be checked but there may still be purchasing limits on certain items. Most of our orders are approved within a few hours, but occasionally there can be some delays. Please allow up to 24 hours for approval. In some cases, we may need you to log into your account to give us some more information. If you haven’t found the right answer above or you need more information, please contact us.
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Can I cancel my order?Unfortunately, you can’t edit or cancel your order once it’s been placed. If you have ordered an incorrect item or would like to change something from your order, contact us as soon as possible. If your order has been dispatched, please return any unwanted items once they’ve arrived and we’ll issue a refund in line with our returns policy.
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How do I return an item?Returns can only be initiated back to us once you have had confirmation from our Customer Care team that the category of goods can be accepted back. Please contact us here. Under the medicines regulations we cannot accept medicines back as standard due to storage conditions being unvalidated at recipients address. The parcel should contain: The item(s) you purchased that you wish to return in their original condition Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods. You must ensure that your items are securely packaged and obtain proof of postage. Please allow at least two days for your goods to reach us. You will need to pay for the postage, but we will supply a free postage label if we have made an error in our dispatch or if the item received is faulty or unfit for purpose. We are unable to accept any responsibility for items that are lost or damaged in the post. We are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us. If you haven’t found the right answer above or you need more information, please contact us.
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How long does it take to get my refund?If you’ve returned an item to us and haven’t received your refund yet - don’t panic! It normally takes up to 14 days for your refund to appear in your account after your order has arrived back with us. The length of time you have to wait will depend on your bank. If you haven’t found the right answer above or you need more information, please contact us.
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Where is my prescription?We aim to dispatch your prescription the same day or the next day, depending when we receive it from your GP. Please note: it can take up to 48 hours for your GP to approve your prescription request. In house delays can occur due to high demand or if the item is out of stock. Delivery delays can occur. If you haven’t found the right answer above or you need more information, please contact us.
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What is an Electronic Prescription Service?An Electronic Prescription Service (EPS) is a system where your GP practice sends your prescriptions directly to your nominated pharmacy, rather than printing out a paper prescription. When your pharmacy gets your prescription, we can get to work fulfilling it and sending it out to you as quickly as possible. We aim to dispense all of our prescriptions the same day we receive them from your GP, then we’ll send them to your chosen address using Royal Mail or our local courier service where possible. This means that you’ll usually have your prescription in your hand within just 48 hours of your GP approving it, depending on stock availability and cut-off times.
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I need a quote for my private prescription.Please complete the Contact Us form and attach a photo of your private prescription. We will get back to you as soon as possible.
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Why are you my nominated pharmacy?If you’ve ever signed up to have your prescription(s) delivered with us, then we become your nominated pharmacy. You can change this at any time if necessary. People find it quick and easy getting their prescriptions delivered with us - which is why we’re rated excellent on Trustpilot. Order and track your prescriptions from the comfort of home without queuing at the pharmacy. If you haven’t found the right answer above or you need more information, please contact us.
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My voucher code doesn’t work.We're sorry your voucher code isn’t working. These are the most common reasons why voucher codes sometimes don’t work: - The code has expired. - The code is single use and has already been used. - The voucher code does not work for items in your basket. - Check that there is no space after your discount code. Don’t forget to check the terms and conditions of your voucher code, as certain exclusions may apply.
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I haven’t had an order confirmation email.We're sorry you haven't received an order confirmation email. There are usually a couple of simple reasons for this: The order confirmation email landed in your spam/junk folder. There was a technical issue and your order didn't go through. We recommend checking your junk folder and if you find the email, please move it to your inbox and add the sender as a contact. If not, then please check your account page for the order history. In there you should see all the information you require. Alternatively, please contact us to speak to a member of our customer service team.
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How do I reset my password?You can reset your password at any time from the log in page by clicking the Forgot Password button. We'll then email you a link. Click the link and enter a new password. You'll then be able to sign in using your new password. If your old password is saved on your browser or device, you may want to update it. If you haven’t found the right answer above or you need more information, please contact us.
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I’m having issues during checkout.We’re sorry if our checkout isn’t working as you’d expect. We're always looking to improve our website and service, but things can break sometimes! Don’t worry, our team will be on hand to work on a fix in no time. Please contact us and speak to an advisor so that we can investigate the issue and get it fixed as soon as possible. We'll need to know things like: What device are you using? What is the exact error message? What page are you on? It may also be helpful to take some screenshots of the issue and submit them to us - this will help us speed up the fix.
Need more help? Click here to contact us.
Superintendent Pharmacist - Patrick Gabriel Umoh (2078199)
Copyright © 2025 Avail Healthcare LTD. All Rights Reserved.
Registered and Regulated by GPhC (9012632) | Registered in England & Wales (16041566)





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