Direct Chemist
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Frequently Asked Questions


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About Direct Chemist
How does Direct Chemist work?
Direct Chemist is the same concept as any other online shopping experience. We offer thousands of products that you would usually find in a high street chemist but because we’re online, our overheads are kept to a minimum meaning we can pass those savings on to our customers.
We have the same staff working for us as you would find in a high street chemist so you can be assured that the help and advice we give you is the same professional advice as you’d receive if you spoke to a pharmacist in person.
Who runs Direct Chemist ?

Chemist Direct is run by a dedicated group of directors who have many years experience in the chemist industry.
We employ dedicated customer service staff and pharmacists with extensive over the counter and prescription knowledge.

How can everything at Direct Chemist be cheaper than it is in a high street chemist?
Because we are an on line retailer we are able to cut our costs dramatically by not having to deal with the same issues that high street stores do.
We deal directly with the customer so cut out the middle man and the costs that go with it.
We also have a 10,000 square foot warehouse so can order stock in bulk supply and there for get better deals from our suppliers enabling us to pass these great savings on to our customers.
ONLINE PURCHASING WITH DIRECT CHEMIST
Can I change my person details after I’ve registered?
You can change your details at any time after you’ve registered by logging in to "my account", making the changes and clicking on the "update" button.
What happens if I forget my Direct Chemist password?

If you have forgotten your password simply click on the "forgot my password" text and we’ll send a reminder to the email address you supplied us with when you registered.
Do you accept any payment method at Direct Chemist ?
We accept all of the following payment methods.
Visa, MasterCard, Delta, Electron, Solo, JCB and Maestro.
You can also pay by Paypal or Google Checkout.
Are my details safe with Direct Chemist ?
We use Protox to process all of our card payments and Protox use the highest quality security encrypted systems so you can be assured that all of your details are safe.
We do not hold any personal card details on our systems.
Can I order an out of stock item from Direct Chemist ?
You can order an out of stock title by adding it to your basket in the same way as you would order an in stock item. We will endeavour to get it to you as soon as possible and will not charge you for it until it’s been dispatched.
How do I know if my order has processed correctly?
We will send you an order confirmation via email after you’ve completed your order and we’ll send you another one when the order is dispatched.
If there are both in and out of stock items in your order, we’ll send you email notification as and when we dispatch the items to you.
Can I get my prescriptions through Direct Chemist ?
Yes you can. We offer a competitive prescription service including NHS and private prescriptions. For more information please call 0845 259 0175 and we’ll be happy to help.
Please note that by law we can only dispense prescription from UK registered practitioners.
DELIVERY INFORMATION AND GIFT WRAPPING FOR DIRECT CHEMIST
Where can you deliver to and what are the delivery costs for Direct Chemist ?
Please see the delivery page for full details of where we can deliver to and the costs involved.
Does my parcel have to be signed for?

All Direct Chemist parcels must be signed for upon receipt for security reasons.
If you won’t be at home when your delivery is expected you can give an alternative delivery address where someone can sign for your parcel.
If there is no one to sign for your parcel then the courier or postman will leave a note with details of how to get in touch with them. They need to be contacted within 3 days of the note being left and the parcel collected from either the courier service depot or the Royal Mail collection office.
If the parcel is not collected within this timeframe, it will be returned to our warehouse.
If you wish for the parcel to be re delivered, you will incur a further delivery charge.
If you no longer want the goods, we will credit back your payment with a deduction of £6 for postage of handling.

How do I check the delivery status of my current order?
If you login to your account and go to "my account" you can check the delivery status of any outstanding orders at any time.
My purchase is a present for someone, can you gift wrap it?
Yes we can. The gift wrapping option is within the delivery section of the order completion. You can then add a personal message if you wish to.
RETURNS TO DIRECT CHEMIST
Can I return something I’m not happy with?
We of course hope you are completely satisfied with your order from Direct Chemist but if for any reason you are not, please contact our customer service team and they’ll be happy to help you. Please see our contacts page for contact details for the customer service team.
Please note you must have a returns authorisation before you can return anything
What if my delivery is damaged?

We would expect everything we send from our warehouse to be in perfect condition. If it arrives with you damaged in any way, please contact the customer service team who will be happy to help. Please see our contacts page for contact details for the customer service teams.

Can I cancel my order?
If you have ordered something that is out of stock you can cancel it at any time by logging in to "my account" and cancelling the item you no longer want.
If you decide you no longer want you order but it has already been dispatched to you, please contact the customer service team who will give you a returns authorisation code. In this instance a £6 handling charge will be applied.
If the goods are returned to us without a returns authorisation code we will be unable to offer a refund and will return the goods to you with a further delivery charge.

All returns except damaged or faulty items will incur a £6 handling fee.
Also please note we can’t accept returns for anything that is opened or used unless it is faulty or damaged.
Security & Privacy
Is it safe to give me personal information to Direct Chemist ?
Every bit of information you give to us is held with absolute privacy, complete security and care. We use the latest and most secure systems to ensure that your details are completely safe.
We need your email address to enable us to send you order confirmation and if you don’t want to receive any newsletters from us you can opt out in the "my account" area at any time.
We would never pass your email address on to any other companies.
Is it safe to give my credit card details to Direct Chemist ?

Yes it is completely safe. We use the latest encryption systems to ensure your details are safe and we don’t hold the information on our system once we’ve processed your payment.
You will be asked to re enter your card details each time you place an order.
Please see our "privacy Policy" for further details.
Do you use cookies at Direct Chemist ?
We use cookies to remember your ordering history so if you spend time browsing our site and place items in your basket but find you have to log off before you’ve completed your order, when you log back in to Direct Healthcare any items previously added to your basket will still be there.
Cookies are also used to remember details like your email address, delivery address and previous ordering history.
We do ask if you want this information remembered so when entering your delivery information you have the choice to opt out of this service so no details are remembered.
Cookies do not hold your credit card details and you will be asked to re enter these details each time you shop with Direct Chemist.
Am I able to see my personal information?
You are able to see your personal information by sending a written request and a £10 fee to:
The Company Secretary
Direct Chemist
28 Pound Road
Smethwick
B68 8LY
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Direct Chemist provides information only and is not a substitute for professional medical help. Please ensure that you carefully read the information leaflets provided with your medication. You should always seek help from your doctor if you are currently being treated for any conditions and you should always inform your doctor of any medication you are taking. If you feel that you require further help please consult your local pharmacist or contact our pharmacists on 0845 259 0175.
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