Pharmacy First

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Customer Service

Please note that we now have a helpdesk for any order queries. From our helpdesk you can find useful information for frequently asked questions and open tickets to contact our customer service team

Pharmacy First Help Desk


Bank Holiday Weekend

Please note that our Customer Service department will be closed for the Bank Holiday from 4pm Friday the 24th of May to Monday the 27th of May (Inclusive of these dates). Any tickets opened within this timeframe will be answered from the 28th of May in the order they are received.

Please note that all tickets are prioritised over emails that are sent to us and there may be a delay in responding to emails. Please also note that our customer service team does not operate over Public Bank Holidays


Order statuses

To view information about your orders, please go here.

An “On Hold” order means that payment has yet to be taken or that payment has been taken but the order is awaiting a check by our Pharmacist. This is the case for all Pharmacy Only medicines.

If the status of an order is “Processing” then one of our pharmacists has checked your order and it is set to be dispatched ASAP.

If an order has been set to “Complete” it means your order is on its with the warehouse and should be with you with in the time frame stated on the email that contains your Warehouse No.#

If your order status is “Attention” then either our pharmacist or one of our staff have spotted an issue with your order and will require some form of contact before we are able to dispatch your goods.

If your order is for a Prescription Only item please ensure that you have sent us your prescription, as we will be unable to dispatch your order without a valid prescription.

If your item has been dispatched and you have not received it within the quoted Timescales, please check that the item is not being held at your local Royal Mail Sorting Office.

More information on delivery

Shipping & Delivery
We do not currently ship outside of the UK Mainland.

We are unable to send liquids or aerosols abroad.

New EU Regulations as of July 2015: Due to new EU Regulations on the export of controlled substances, we are unable to send any product containing the following ingredients outside of the UK Mainland:

  • Codeine
  • Morphine
  • Pseudoephedrine
  • Diphenhydramine
  • Phenylephrine
  • Ephedrine

United Kingdom (including Northern Ireland)

Please note that we do not operate over the weekend and bank holidays. There is a small delivery charge of £3.95 on all orders sent express delivery and £4.95 on priority delivery and £8.95 for Premium 1-2 Special delivery before 1pm. Priority is not a next day service and is advised as one to two working days from dispatch, express delivery as 3 – 5.

We offer free express delivery on all orders above £40 for customers who purchase using our website. Our delivery charge includes packaging and handling in addition to postal costs, which we pay to Royal Mail on your behalf. NHS Prescription orders are delivered free of charge. Private Prescription items will incur a £4.95 postage fee for priority delivery.

Orders for large quantities, heavy orders, special requests or disability aids may take up to 7 working days to be dispatched.

Royal Mail handle all our deliveries. You can also arrange for your order to be delivered to alternative addresses including your office, members of your family or your local post office.

Please note that deliveries are made to the delivery address you supply to us. Re-despatch of any returned orders will incur an additional delivery charge.

NHS Prescription orders are delivered free of charge.

If an item is returned to us as uncalled for by Royal Mail, we will refund the items minus the postage fee even if you had free postage.

Heavy Parcels to United Kingdom Islands (including Channel Islands, Isle Of Man, Isle Of Wight, Shetland Islands, and Northern Ireland) 

When buying heavy goods or buying in bulk we may have to charge additional postage fees per item on top of our standard postage cost. This Is due to the added cost to us of posting heavier items. On these items the “free postage” may also be waived.


Privacy & Security

We are committed to keeping any information that we collect about you safe and secure. Please feel free to take a look at our Privacy Policy to find out more about how we do this.


Returns & Replacements

14 day cooling off period

You’re entitled to return your items within 14 working days and receive a full refund.

Please contact within 14 working days of receiving your items by via our help desk page located here.

Please note that we are unable to accept returns for the following unless they are damaged or faulty:

  • Perishable items.
  • Unsealed items with a protective seal due to health protection or hygiene reasons.
  • Medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.

Please note, this does not affect your statutory rights.

Where do I send returns?

Once you’ve notified our Customer Care team about returning your items, please arrange postage to:

Pharmacy First, Unit 5 Crown Point South Industrial Park, Denton, M34 6PF,  United Kingdom

Unfortunately, we’re unable to cover the costs of returning your items and cannot be liable for any damages incurred during transit. Please ensure they are properly secured and packaged and we’d recommend sending all returns via a recorded delivery service.

How long will it take to process my refund?

We aim to process your refund within 24 hours of receiving the good, however it can take up to 30 days to receive the refund via the original payment method.

Once you’ve cancelled the contract, you have a legal ‘duty of care’ to keep the items in a good condition and return them at your expense. We are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied which may be 100%, if the loss is the result of unnecessary handling of the goods by you.

In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund you the full amount paid for the goods including the basic delivery charge within 14 days of receipt of the notice of cancellation.