Q How can I contact the Oxford Online Pharmacy?
A You can contact the Pharmacy Team through the message centre on your account, email firstname.lastname@example.org or 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 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.
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 fill in for the Doctor. The Doctor will look at the questionnaire you have submitted and based on your answers she writes a prescription for you.
Q What happens if the Doctor will not write a prescription for me?
A If for whatever reason the Doctor will not do 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 do the prescription. If the Doctor finds that the item you are order unsuitable and declines your request, then we will contact you and give you a full refund.
Q Why does an online prescription cost £25?
A The £25 charge is what our GMC registered Online Doctor charges for writing a private prescription. If your request for a private prescription is declined we will give you a full refund. Your consultation is discreet and confidential. Our price for a private prescription is much lower than many of our competitors, who inflate the total price when a private prescription is required.
Q Do I need to fill in the questionnaire?
A Yes you do, if the questionnaire is not filled in the Doctor cannot write the prescription for you.
Q How do I find my Questionnaire?
A You will need to sign into your account and go into you 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 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 should be able to dispatch your order the same day.
Q Do you accept prescriptions from the EU?
A Yes we do, as long as it is legible. You will need to tick the box ‘I have a prescription’ when ordering your medication. Once to 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 should be able to dispatch your order the same day. The prescription will need to be translated into English for us to be able to dispense using it.
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 I have forgotten my password.
A At the moment we are working on our system so we will be able to send you an email with your new password. But for now if you have forgotten your password you will need to telephone the Pharmacy Team on (01295)262925
Q Why is my order pending?
A The order status ‘pending’ means that your order is being checked by the Doctor or the Pharmacist. Once your order has been processed the order status will change to complete or 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 we can ensure that branch will have the item in stock for when you visit. 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. To change your delivery address go into your personal detail, 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 before 2pm Monday-Friday we aim to dispatch your order the same day. Orders placed 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 us dispatching it. You can choose to pay for Special Delivery, this means orders placed before 2pm Monday-Thursday should be delivered to you the next day before 1pm. For orders placed before 2pm 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 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 You can specify a delivery date to suit. You can do this by contacting the Pharmacy Team.
Q Can I specify a delivery time
A No, unfortunately we cannot offer specific times for delivery at the time. Deliveries arrive with your standard Royal Mail post.
Q Can I track my delivery?
A At the moment we are working on our system, so we will be able to send our customers their tracking number automatically. For the time being 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 and we will look into it for you.
Q How secure is my credit/debit card details when using your website?
A We use the latest encryption methods and provide physical security for our data servers to gather your personal information such as your address and phone numbers. Your credit card details are only entered on our payment partners highly secure server direct from 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, 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 What is your returns and/or cancellations policy?
A You are not allowed to return medicines and cosmetics for safety and hygiene reasons. Other products may be returned within 7 days as follows - please contact the Pharmacy Team 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.
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.
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.
Q Who do I contact if I have a query on my order?
A You can contact our Pharmacy Team using the message centre on your account, by email email@example.com or telephone (01295)262925.
Q Can I get samples before buying?
A No, unfortunately, with the products we sell, samples aren’t available.
Q Can I leave reviews on your website?
A Yes, after you have made a purchase you will receive a request to write a review about your experience.
Q Can I read reviews on your website?
A Yes you can. Please go to this link to see what people are saying about our fantastic products and service.
Talk to our registered online doctor and pharmacist about any of the conditions below