Frequently Asked Questions

Emergency Situations

This service is NOT to be used in an EMERGENCY situation.

IF YOU BELIEVE THAT YOU OR THE PERSON YOU ARE ASSISTING IS IN AN URGENT OR EMERGENCY SITUATION YOU SHOULD IMMEDIATELY DIAL 999 OR SEEK ALTERNATIVE EMERGENCY MEDICAL SERVICES.

YOU SHOULD ALWAYS CALL 999 in a critical or life-threatening situation.

Authenticity and legitimacy

Q: How do I know you a legitimate pharmacy?

A: www.oxfordonlinepharmacy.co.uk is the online dispensing arm of the Frosts Pharmacy Group Limited, which also includes three bricks and mortar premises in Oxfordshire. The addresses of the three branches are:

Frosts Pharmacy, Hardwick Shopping Centre, Ferriston, Banbury, OX16 1XE
Marston Pharmacy, 11 Old Marston Road, Oxford, OX3 0JR
Northway Pharmacy, 2 Cherwell Drive, Oxford, OX3 0LY

We are registered with the General Pharmaceutical Council (GPhC), the independent regulator for pharmacists, pharmacy technicians and pharmacy premises in Great Britain. Our registered number is 9010442. We are also authorised by the Medicines and Healthcare products Regulatory Agency (MHRA) to sell medicines online. For further information read our blog: https://www.oxfordonlinepharmacy.co.uk/blog/do-you-know-how-to-spot-a-fake-pharmacy you can also learn more about our history here: https://www.oxfordonlinepharmacy.co.uk/blog/our-chief-pharmacist-is-here-to-help-you

Q: How do I know the medication you are dispensing is real?

A: All legitimate online pharmacies are required to clearly display two logos on their websites, the GPhC registration and MHRA seal of approval. These can be seen on all pages of www.oxfordonlinepharmacy.co.uk and verification can be obtained by clicking on the logos.

Q: Can I leave reviews on your website?

A: Yes, after you have made a purchase you will receive an invitation to write a review about your experience.

Q: Can I read reviews on your website?

A: Yes you can. Please click on the link below to see what people are saying about our products and service.

http://www.trustpilot.co.uk/review/oxfordonlinepharmacy.co.uk

Prescriptions

Q: Do I need a prescription for my order?

A: If you are ordering prescription only medication then we would need a prescription before we can dispense the medication. Our Online Doctor can help if you do not have a prescription.

Q: Can I use my prescription from my GP instead of using the Online Doctor?

A: Yes you can. You will need to tick the box ‘I have a prescription’ when ordering your medication. Once you have placed your order you will need to write your order number on the top of the prescription and post it to us at Frosts Pharmacy, Hardwick Shopping Centre, Ferriston, Banbury, OX16 1XE. When we receive the prescription we will match it to your order and we aim to dispatch your order the same day.

Q: Do I need to post the original prescription or can I send a copy?

A: We do not accept copies of prescriptions. We will need the original prescription before we can dispense any drugs.

Q: Can I order repeat prescriptions?

A: Yes, but you will need a consultation for each individual order for a prescription only medicine.

Q: Do you accept vet scripts?

A: Yes we do.

GP Consultations

Q: What happens if the Doctor will not write a prescription for me?

A: If, for whatever reason, the Doctor will not write a prescription for you, we will first contact you about your order. It might be that the Doctor wants to ask a few more questions before she will write a prescription. If the Doctor finds that the item you have ordered is unsuitable, and declines your request, we will contact you and give you a full refund.

Q: How do I get a prescription using the Online Doctor?

A: To use our Online Doctor Service you need to tick the box ‘I need a prescription’ when ordering your medication. This will add the prescription to your basket. Once you have paid for your order there will be a questionnaire you will need to complete for the Doctor. The Doctor will look at the questionnaire you have submitted and based on your answers a prescription will be completed for you.

Q: Do I need to fill in the questionnaire?

A: Yes you do. If the questionnaire is not completed the Doctor will not have a full overview of your situation and as such cannot write the prescription for you.

Q: How do I find my Questionnaire?

A: You will need to sign into your account and access your Order History. To the right of your order it will say ‘view details’ click on this. On the next screen you need to scroll down to the Product Details. In between the item and the cost it will say ‘Complete Questionnaire’. This is the questionnaire you will need to fill in for the Doctor.

Q: Will you let my GP know that I have used your GP services and what has been prescribed?

A: We will not automatically contact your GP to pass on details of your visit but we are more than happy to do so, if you so wish.

Q: Can I speak to a doctor?

A: If our dedicated GP needs to talk to you over the phone they will contact you.

Q: How long does it take for the doctor to review my order?

A: Orders are reviewed and dispatched by 3pm on the day your consultation takes place.

About my account

Q: I have forgotten my password.

A: At the moment we are updating our system to enable customers to receive an email with their new password. But for now, if you have forgotten your password you will need to telephone the Pharmacy Team on 01295 262925, who will be able to help.

Q: What is the ‘Message Centre’?

A: The Message Centre is where we record all of the information regarding your transactions, including any email correspondence, so that everything is easy to access in one safe and discrete location.

About my order

Q: How can I contact the Oxford Online Pharmacy?

A: You can contact the Pharmacy Team through the message centre on your account, via email: info@oxfordonlinepharmacy.co.uk or by telephone: 01295 262925.

Q: How can I order from Oxford Online Pharmacy?

A: You can order securely online. We accept all major credit cards and payment is made through a Sage Pay secure e-payments site. You can order online 24 hours a day 7 days a week.

Q: Can I order over the phone?

A: Yes, if you prefer to do so you can place your order over the phone by contacting a member of the Pharmacy Team on 01295 262925.

Q: Why do you ask so many questions?

A: As a legitimate pharmacy, we want to ensure the best possible patient care. In order to do this we need to have a full picture of your situation so that the correct medications can be prescribed.

Q: Why is my order pending?

A: The order status ‘pending’ means that your order is being checked by our Doctor or Pharmacist. Once your order has been processed the order status will change to complete or, in the event that there has been a problem with your order, the status will read ‘cancelled’.

Q: Why has my order been cancelled?

A: If your order status is cancelled then please contact the Pharmacy Team on 01295 262925.

Q: Is it possible to collect my order?

A: You can collect your order from any one of our three branches. It is best to ring ahead to let us know you will be doing this, so that we can ensure the branch has the item you require in stock. The addresses of the three branches are:

Frosts Pharmacy, Hardwick Shopping Centre, Ferriston, Banbury, OX16 1XE
Marston Pharmacy, 11 Old Marston Road, Oxford, OX3 0JR
Northway Pharmacy, 2 Cherwell Drive, Oxford, OX3 0LY

Q: Can I change the delivery address?

A: Yes you can. Access your personal details via your account and at the bottom of the page is the option to change your delivery address. You will need to do this before you place your order or it will not show on your delivery label. If you need to change your delivery address, after you have placed your order, you will need to contact the Pharmacy Team on 01295 262925.

Q: How long will my order take to arrive?

A: If your order is placed and authorised by the doctor before 1pm Monday-Friday we aim to dispatch your order the same day. Orders placed and authorised by the doctor after this time will be dispatched the next working day. All orders sent within the UK are posted with Royal Mail Track 48, which means your order should be delivered to you within 48 hour of it being dispatched. You can choose to pay for Special Delivery, this means orders placed and authorised by the doctor before 1pm Monday-Thursday should be delivered to you the next day before 1pm. For orders placed and authorised by the doctor before 1pm on Friday we offer a Special Saturday Guaranteed delivery service. This will arrive before 1pm on Saturday. We cannot offer next day deliveries for orders placed over the weekend or on bank holidays. All deliveries require a signature upon delivery.

Q: What is the cost of delivery?

A: For orders under £40 postage is £2.95; orders over £40 are free of charge. If you would like your order sent Special Delivery the cost is £5.95. Saturday Special Delivery is £10.99.

Q: Can I specify a delivery date?

A: Yes, you can specify a delivery date to suit you. Contact the Pharmacy Team on 01295 262925, who will be happy to help.

Q: Can I specify a delivery time?

A: No, unfortunately we cannot offer specific delivery slots at this time. Deliveries arrive with your standard Royal Mail post.

Q: Can I track my delivery?

A: Yes, if you would like to track your order you will need to contact us for your tracking number.

Q: What happens if my order doesn’t arrive?

A: Please contact the Pharmacy Team on 01295 262925 and we will look into it for you.

Q: What is your returns and/or cancellations policy?

A: Medicines and cosmetics cannot be returned for safety and hygiene reasons. Other products may be returned within 7 days. Please contact the Pharmacy Team on 01295 262925, with details of your return. Any refund will be made by the same means as the payment. Your statutory rights are not affected.

Q: I want to cancel my order, what should I do?

A: If goods have not been dispatched we will refund you the full invoice amount within 3-5 working days. To cancel your order you must contact the Pharmacy Team on 01295 262925.

Q: How do I return my order?

A: If you have taken delivery you must return the goods to us at your own expense. We will then refund the order in full, less any direct expenses we may have incurred in fulfilling the original agreement. All goods must be re-packed as they were received. Refunds will be made to the payment card that was initially used to make the purchase, within 14 days of cancellation. Returns cannot be accepted on special order products such as medications.

Q: Who can I contact if I have a query on my order?

A: You can contact our Pharmacy Team by using the Message Centre on your account, via email: info@oxfordonlinepharmacy.co.uk or by telephone: 01295 262925.

Q: Can I get samples before buying?

A: No, unfortunately, with the products we sell, samples aren’t available.

Q: Are there any discounts available?

A: Sign up to our newsletter for the latest offers and discounts.

Q: I don’t want everyone to know what I have ordered, will it be obvious?

A: Discretion is of utmost importance to us and as such all medicines sent through www.oxfordonlinepharmacy.co.uk are delivered in plain packaging with no identifiable features.

Q: How do I send you my proof of exemption?

A: Send a photo of the exemption certificate to us at Frosts Pharmacy, Hardwick Shopping Centre, Ferriston, Banbury, OX16 1XE.

Q: How can I amend an existing order?

A: To amend your order you must contact the Pharmacy Team on 01295 262925.

Payment and security

Q: How secure are my credit/debit card details when using your website?

A: We use the latest encryption methods and provide physical security for our data servers where your personal information, address and phone numbers, are stored. Your credit card details are only entered on the highly secure server of our payment partner Sage Pay.

Q: What if I don't want to enter my credit card details online?

A: If you do not want to input your card details online you can still proceed with your order by telephoning our Pharmacy Team on 01295 262925, who can take your payment over the telephone.

Q: What are the payment options?

A: We accept Visa and MasterCard credit cards and debit cards. We also accept American Express.

Q: Why am I being asked for my proof of ID

A: We maintain the very highest standards of patient care. The identity check we have in place safeguards our patients and ensure they only get the medication that fits their specific health needs.

Q: Why do you need my contact details?

A: We take the contact details of all of our patients so that we can get hold of them to discuss any issues that may arise relating to their order.

Medication

Q: There are a number of different medications available to treat ED, what’s the difference?

A: We offer access to a number of prescription only medications to treat erectile dysfunction (ED) and are often asked what the difference is between the various options. The most well known, Viagra is the brand name of the medication Sildenafil, we offer both. Cialis (Tadalafil), Levitra (Vardenafil) and Spedra (Avanafil) are also available. Viagra and Levitra typically take 60 minutes to work, and the effects may last up to eight hours. Cialis usually takes 30 minutes to work and can last up to 36 hours. Spedra is fast acting and takes 15 minutes to work. You should only take one tablet within a 24-hour period and sexual stimulation is required for these tablets to work.

Q: What happens if I take a new medication and I experience side effects?

A: All patients are required to read the patient safety leaflet included with their medication. If you are experiencing side effects, stop taking the treatment and follow the instructions on the leaflet. You can also contact our Pharmacy Team on 01295 262925. As a matter of course, 14 days after receiving your new medication you will be contacted by a member of our Pharmacy Team to check everything is in order.

Language

Q: I don’t speak English. Can you still help me?

A: In order to effectively and safely dispense medication, we require a basic understanding of the English language.

Marketing

Q: How can I opt out of receiving marketing material?

A: Simply click on the link to unsubscribe which can be found on the bottom from our newsletter.

Complaints

Q: How do I make a pharmacy related complaint?

A: Please refer to our complaints procedure.