FAQ's
We understand you might have questions, so we have added information on the most common queries below. To get started, please use the tabs to select the section relating to your question. If you don’t see the answer to your query, please don’t hesitate to contact us.
Is a signature required for delivery?
Yes - As this is a medication, it would require a signature upon receipt of delivery.
If you are not in at the time of delivery, Royal Mail will take it to your local post office hub and hold it for 5 business days.
You will be left a card with a reference number and instructions on how to collect the package.
No - If you can confirm there are no children on pets in the house who will consume or access the medicine we can post this through your letterbox.
What is the delivery price?
Free delivery if you spend over £40.
Royal Mail Standard (2-3 working days) is only £2.99
Royal Mail First Class recorded (1-3 working days) is only £3.99 | Usually arrives the next working day
Royal Mail Guaranteed by 1pm - Next working day by 1pm is only £5.99
Royal Mail Guaranteed by 9am - Next working day by 9am is only £13.99
Is the packaging discreet?
Yes we only use plain, discrete packaging for our medicines.
Which courier do you use?
We work with Royal mail, as we are delivering medicines we want to guarantee your medicines are in safe hands
What will the driver ask me for?
Name and signature at the time of delivery. So we can confirm your medicine has been received by the right person.
What countries do you deliver to?
Currently only the UK
Can I return / Send back my order ?
Unfortunately we cannot legally accept returns or offer refunds on prescription medicine. If any medicines make they way back to us, we have a legal obligation to destroy them securely.
If you encounter an issue with your medication order, please contact us, and we will try our best to help you.
How does the service work?
1. Chose your treatment, based on the clinical condition.
2. Fill out our simple assessment on your computer, or even on the go using your mobile.
3. Our team of clinical healthcare professionals will check over your details to make sure the treatment is safe for you to take.How do I use the site to find my treatment ?
We have made navigation friendly and have a few different methods of helping you find the perfect treatment.
1. Use the search bar on the landing page to type in a medication name or a condition:
e.g type in: Viagra and press enter
e.g. type in: Erectile dysfunction and press enter
2. On the navigation bar press TREATMENTS, then select a CATEGORY then select a CONDITION and finally select a MEDICATION.
e.g: Navigation bar > Treatments > Men's health > Erectile dysfunction > Viagra
If you cant find what you are looking for give us a call on 01204394735 and we can help you find a treatment.
What is included in the price ?
We only show one price n our website for simplicity. We do not have any added charges.
Our single price includes:
- Your Medicine
- Consultation
- A free Private prescription
- Our free delivery option
So you don't have to worry about any extra charges.
What if my order is rejected?
If our prescribers feel the treatment is unsafe for you, due to medical reasons, they will use our secure built in messaging feature to discuss this with you, if an alternative medication is suitable they will recommend it to you at this point
However if they feel you aren't suitable any medication they will suggest you visit your GP, and you wont be charged for the order.
Do you sell genuine branded medicine
Yes, all of our medicines are sourced using UK based wholesalers.
Both Prime pharmacy and our wholesalers are registered with the MHRA. You can view our registration at any time here. https://medicine-seller-register.mhra.gov.uk/search-registry/848
Can I cancel my order
If your consultation has not yet been approved by our prescriber, you can still cancel it. Give us a quick call on our customer service number and they will help you cancel it. You will not be charged for this.
If your order has been reviewed and accepted by our prescriber, we are unable to cancel it after this. Once it is approved you will receive an email notification.
How can I get in touch with the prescriber
If you have made an order, we have a built in secure messaging platform where you can message the prescriber.
If you have not made an order, please register to make an account and contact our customer service and we can arrange a prescriber to have a chat with you.
Our Ethos
At Prime Pharmacy, our goal is to help you take charge of your healthcare. With the help of our UK registered prescribers, we can help diagnose and treat your erectile dysfunction.
With 3 easy steps your treatments have never been easier, the aftercare you get from our registered pharmacists means you won’t have to worry about any part of your prescriptions journey.
How do I pay
Secure SSL checkout
What is your refund policy
We are not allowed by the UK law to offer refunds or returns on prescription medications.
However if your treatment has not yet been approved by our prescriber, and would like to cancel your order, you may do this if you get in contact with out customer service team.
Pease note: We cannot offer refunds once this process has been approved. You will receive an email notification when our prescriber has accepted your order.
How do I file a complaint?
We try our best to ensure you have a smooth service, if for any reason you feel you would like to make a complaint. Please give us a call on 01204394735 or write us an email on customerservice@primepharmacy.co.uk.
Our office team are around from 9am - 5pm Monday to Friday, we will aim to respond to your email within 2 working days (48 hours).
