Frequently Asked Questions (FAQs)

How do I return an item?

To return an item, please fill in the form using the attached link. Our retailer name is ClearChem.

This will generate a returns label for you to either print yourself or download to take to your Post Office, for them to print for you.

http://www.royalmail.com/track-my-return/create/3412

Our address, if required, is;

Goods Returns
Unit 20 Brookfield Trade Centre
Brookfield Drive
Aintree
L9 7AS

In the event an error has occurred at the responsibility of Clear Chemist, an item has been received damaged or there is a fault with the product upon receipt, please contact admin@clearchemist.co.uk for further assistance. ALL returns will be checked before being actioned. Please note that if prescription only medication or any over the counter items have been ordered in error, they CANNOT be returned. If you are unsure and still require assistance, please still contact customer services who will be happy to advise.

If I Order through DPD is it guaranteed Next Day Delivery?

If you select DPD for your PRESCRIPTION Order, you need to place your order BEFORE 11am for it to be sent out the same day for 1-2 day delivery.

For any other order, this needs to be placed before 11am too and depending on stock, we will send it out that same day, although sometimes we order supplies which can take 24 hours to arrive. 

Why has my shipping charge increased for my prescription?

As from January 1^st 2023, the price for shipping a prescription item will increase.

This is due to the nature of the contents along with the importance and urgent need of medication being delivered to you with expert tracking details.

 We will offer 2 sources of delivery ;-

Express Delivery - Delivered by DPD at a cost of £9.99 (1-2 Working Days from day of order).

Economy Delivery - Delivered by Royal Mail at a cost of £7.99 which can take anything from 2-4 working days.

We will also be speeding up our service on the back of this, which means, the time taken between Clear Chemist receiving your prescription and to you receiving your order, will be minimal.

Where is my order?

If you do not receive your order within the timescale you paid for in the delivery section, then please raise this with us immediately, (via email, phone or live chat) so we can investigate. We can not refund or investigate orders that are 30 days old.

Please also be aware that we do not process orders over the weekend. If you order Friday Evening, Saturday or Sunday, your order will be processed first thing Monday.

Tracking an Order

Please input your Mobile number in FULL and Email Address upon ordering. This will allow Royal Mail to contact you for updates to your order. Emails may appear in Junk folders so please check them before calling. Your shipment email from Clear Chemist will also have full tracking information on it.

Aerosols with 'NO FREE DELIVERY'

If you have placed an order for aerosols, we are prohibited from sending more than 2 with Royal Mail. So please bear this in mind. If you order 3 or more, we have to use our 'Next Day' courier service, so 'Free Delivery' will be omitted from your order.

How do I find what I'm looking for on your website?

The quickest and easiest way to find what you are looking for is to type it into the search bar at the top and centre of the page. Alternatively, you can click on the category and sub-category headings at top of the page and on the left-hand side.

Why has my discount not come off?

If you have a discount code from either a deal we are running or a new customer introduction code, please note that the discount will only apply to items that are not considered prescription or over the counter. These will be indicated by a 'P' or a 'POM' when you open the product.

Can I claim my VAT back?

As an internet based mail order company, ClearChemist is legally ineligible to participate in the VAT Retail Export Scheme, which reimburses VAT to customers when they purchase goods for personal export outside of the UK.

For more information, please visist - https://www.gov.uk/tax-on-shopping/taxfree-shopping

What prescriptions do you accept?

As we are a UK registered pharmacy, we can only accept original prescriptions that have been issued within the UK by a UK registered doctor.

Due to licensing of products, we do not send products out of the UK, therefore we do not accept prescriptions from outside of the UK.

NO PHOTOCOPIED PRESCRIPTIONS ALLOWED

PLEASE DO NOT ORDER A PRESCRIPTION ITEM, WITHOUT A PRESCRIPTION, AS THERE WILL BE  £2 REFUND CHARGE

We only accept private RX from clinics within the UK that are regulated by a healthcare professional body

• Wales: Care and Social Services Inspectorate Wales
• Scotland: The healthcare regulator is the Care Inspectorate and the regulation of the independent healthcare sector sits with Healthcare Improvement Scotland.
• Northern Ireland: Regulation and Quality Improvement Authority
• UK- CQC (Care Quality Commission)

Do you accept Prescriptions for patients under the age of 18?

NHS prescriptions of all ages are accepted, but unfortunately we do not accept private prescriptions for patients under the age of 18*.

*Due to safeguarding risks with dispensing prescriptions from a distance selling pharmacy, we advise you get this dispensed at a local pharmacy to you, click here to see which pharmacy is closest to you.

What if my local pharmacy is out of stock, can you supply it?

In all circumstances where your local pharmacy is unable to provide the medication on your prescription, we MUST advise that you contact us before sending your prescription to check the item is physically able to be ordered. Our website is updated directly by our suppliers, but we cannot guarantee that it is consistently 100% up to date at the time you place your order. Please call our Customer Services (0151 203 6535) or email customerservices@clearchemist.co.uk who will be more than happy to help you. Prescriptions received without checking with us first will require a charge to be paid in order to return the prescription back to yourself. 

Can Clear Chemist dispense my NHS & Private prescriptions?

Yes, we are a UK registered pharmacy, with premises in Merseyside. Our pharmacy services adhere to protocols set out by the Royal Pharmaceutical Society of Great Britain, as well as NHS requirements. All NHS prescriptions are dispensed from one of our registered NHS pharmacies. To see a list of these pharmacies, please visit our About Us page.

We also DO NOT charge for shipping for NHS prescriptions, so please contact us to refund shipping for delivery charges on NHS prescriptions only.

NHS & Private Prescriptions:  An administration charge of £5 will be levied if an order has to be cancelled because a valid prescription has not been received within 15 working days. In the event you have a private or NHS prescription, please check with us first before sending your prescription as to the availability of your medication, as any prescriptions received for out of stock or unavailable medication will be returned with £1.50 shipping charge deducted to cover the cost of the prescription return which will be returned using Royal Mail 1st class.

NHS prescriptions of all ages are accepted, but unfortunately we do not accept private prescriptions for patients under the age of 18

What payment methods do you accept?

Payment can be made by Visa, MasterCard, Delta, Electron, JCB, Maestro, or PayPal. We do not accept AMEX.

I placed my order after 11, can I receive it the next working day?

If you place your order before 11am on a working day, your order will be processed and dispatched that same day, depending on stock availability. If your order is placed AFTER the cut-off, then it will not be processed until the next working day. So please bear this in mind when you select delivery options.

Why has my order been cancelled and I have been charged?

If you repeat order products that get cancelled and refunded by us, we will be forced to charge you a cancellation fee of £2. 

If you do not adhere to the above statement and continue to be persistent in ordering products you are being refused, we will continue to take and accumulation of £2 on top of the original £2, until you STOP.

I have a voucher code - how do I redeem it?

To redeem your voucher code, simply add your products to the basket as normal, and then proceed to the checkout. At the top of the checkout page, you will see a box where you can enter your voucher code. Then click the redeem button next to this box, and your discount will be applied. We do not allow discounts on Prescription Only Medicines. If you are having problems with your voucher code, please contact us using the details on our Contact Us page.

What if I am not in when my order is delivered?

All parcels must be signed for on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. You must be available to sign for the goods when they are delivered. If the delivery fails the courier or postman will leave you a note, you must contact them within 3 working days either by calling the number on the card or visiting your local Royal Mail collection office. Failing this the goods will be returned back to Clear Chemist. An extra delivery charge will apply to either attempt the delivery again, or in the case of refunds, refund the cost of your order less £10 (postage and handling).

Is the pharmacist required to fill my prescription?

Occasionally, pharmacists may refuse to fill a prescription if they believe that filling the prescription is not in the best interest of your health. Some of the reasons a pharmacist may refuse to fill a prescription include:

• the pharmacist is concerned that the medication will interact badly with another drug you are taking;
• the pharmacist believes that an excessive quantity has been prescribed; or
• the pharmacist has an indication that the prescription wasn't issued by the doctor whose name appears on the prescription;
• the pharmacist may not accept the prescriptions issued by foreign doctors.