FAQ’s

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Buying medicines online

How do I find the item I am looking for?

We’ve worked hard to make our website as simple as possible to use. If you know the name of the product you’re looking for, use the search function on our homepage. Alternatively you can easily browse by the category.

How can I check the status of my order?

You can check the status of your order at any time by logging into your account and viewing your orders list.

You will be kept up to date at every stage of your order via email. Upon payment, you will receive and order confirmation email. We will also email you when we have dispatched your order; we aim to do this on the same, or next, working day.

Will I receive a receipt for my order?

Yes, you will receive an order confirmation via email.

What payment methods do you accept?

We accept most major credit and debit cards through our website, including American Express. Unfortunately, we do not currently accept Paypal. All payments are handled by a third party processor @www.payfast.co.za, they and PCI-DSS Level 1 Compliant. For more security information about the service visithttps://www.payfast.co.za/security-fraud/

We in no way store or handle payment information on our site or record such.

When will my card be charged?

When you confirm your order, your card will be charged. If for whatever reason, our medical team decides that we are unable to make a supply of medication, you will receive a full refund within 3 – 5 working days of notification.

What are the typical expiry dates on the products sold?

We use a stock rotation system to ensure you receive products with the longest possible expiry dates. We always aim to ensure that this is a period of no less than 6 months.

Why do I have to answer questions to purchase some medicines?

Some of the medications we sell are legally classified as ‘Pharmacy’ or ‘Prescription-Only’ medicines. ‘Pharmacy’ medicines can only be sold from a registered pharmacy under the supervision of a pharmacist. ‘Prescription-Only’ medicines require a valid prescription to be supplied. We ask you standardized medical questions to ensure that any treatment that we supply will be both safe and effective for you to take.

Can I order by telephone?

Unfortunately, the consultation form must be completed using the on-line forms.

Can I order for others?

Consultations for prescription medicines must be completed by the patient. A prescription must be for a named patient who has completed the consultation themselves. This is required for us to operate safely and legally. Pharmacy medicines can be ordered for others such as family members, however, where possible we encourage the consultation process to be completed by the patient.

Can I repeat order?

Yes, it is possible to repeat order your medication. If you are ordering repeat medications and the circumstances have not changed since the last order, the process is much quicker than your first consultation. You can order repeat supplies of medicines by logging in to your account and selecting the medication you require from the list available.

Can I order medications other than those listed?

At present we can only supply the medications for the conditions listed on our website. This is to ensure we are prescribing safely for our patients. We are always looking to improve and expand our service, so keep looking out for new conditions and services being added.

Why has a pharmacist/doctor sent me a message?

Sometimes the pharmacist/doctors may require more information to ensure that the medication being prescribed will be safe and effective for you. Any extra information is only ever relevant for the treatment of your condition and is treated confidentially. You must provide the information required within 5 working days, otherwise your order will be canceled and a refund will be issued.

Why has my ordered been declined?

If your order has been declined this is usually because there is a clinical reason where our doctors feel that the medication is unsuitable for you. This normally means that further investigation is required and you should see your GP. You will receive a message from our pharmacist/doctors explaining any decisions regarding your consultation and a full refund.

Returns & Cancellations

Please see our ‘Returns Policy’ for more details.

Can I return items that I have purchased?

Yes, you can return any non-medicinal products to us that are unused and in a resalable condition as set out in our ‘Returns Policy’. Unfortunately, we are unable to accept returns of medicines or medicinal products, as they cannot be reused once they have left the pharmacy.

How do I return items?

If you wish to return non-medicinal items you should read our ‘Returns Policy’ for guidance.

Can I cancel my order?

You can cancel an order at any point before you receive an email confirming the item has been dispatched.

How long will it take to receive a refund

Once your refund has been confirmed and any outstanding goods have been successfully returned to us you will receive your refund by the original method of payment within 3 – 5 working days.

Security, Privacy & legality

Please see our ‘Privacy & Security Policy’ for more details.

Is this service legal?

Yes, for this reason all orders are reviewed by pharmacists together with the presented prescription from your doctor. All shipments are dispatched with prescription in package to facilitate customs if need be.

How can I be sure the medication is genuine?

We are a registered and regulated pharmacy; we source all our medications from the same wholesalers as your local chemist. We will always supply exactly what is ordered and will never substitute generic medicines unless that is what you have requested.

Why do you need all the details required?

When we ask for any personal details and/or medical history, it is to ensure that everything that you receive from us is safe and appropriate for you to take. This is the same information that would be required to check a medicine sale or prescription in your high street pharmacy, or GP surgery if you use our Online Doctor.

Are my personal details and payment information safe?

All data, including personal, medical, and payment data, is 128-bit encrypted prior to transmission. Our servers are monitored constantly and are protected by firewalls and latest security updates, which cannot be directly accessed via the Internet. We use Payfast to process payments and who are PCI-DSS Level 1 Compliant. We do not store your payment details in any way.

Do you use cookies on your site?

Yes, we only use cookies where necessary to improve your experience as a customer on our site.  Please see our ‘Cookie Policy’ for more information.

 

Delivery

When will my order arrive?

We aim to ship all orders placed Monday – Friday before 4pm on the same day. Orders placed outside these times will be shipped the next working day.

Where do you deliver?

Worldwide.

Can I track my order?

This information is available in your account after your order.

What should I do if my order has not arrived?

Delivery is normally made very promptly after your dispatch email is received. You can check the tracking details of your parcel in your account at any point after dispatch for an update on your delivery status.

How will my order be delivered?

All deliveries are sent with the shipper selected during checkout. All packing is discreet and unmarked, so is suitable to be delivered to wherever you require (home, work or a neighbour).

Account

How do I set up an account?

You will be automatically asked to register and create an account when completing an online consultation.

Can I register more than one person per email address/account?

Unfortunately, due to the potentially sensitive nature of the information, each account is specific to one customer. Each person will require a separate email address to register for our website.

Can I use the same email address for different accounts?

Each account must have its own unique email address. Notification of your account will be emailed to you, therefore maintaining patient confidentiality. Only one email address can be registered to each account. Free email accounts can be easily created online with a number of different providers such as Gmail or Hotmail.

Can my details be changed on my account?

Yes, certain details, such as billing and delivery addresses, saved payment methods, medical details and account preferences can be changed at any time by logging into your account.

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