✓ Prescriptions issued by UK Doctors
✓ Private online consultation
✓ Shipped by UK Pharmacies 
✓ Fast and convenient  

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FAQ’s

How Can help you?

Delivery

How long does delivery take?

To ensure there are no delays in receiving your treatment, all orders will be shipped to you for receipt by you the very next day. For your peace of mind, they can be tracked at each stage. However, all delivery options are subject to ordering before the cut-off time stated on the website and can be affected by weekends and any other public holidays. The delivery time is also based on the point at which your order is approved by a prescriber. You may, therefore, sometimes need to factor in a little extra time to allow for a clinical decision to be made

What happens to my prescription once I’m approved following my consultation?

Once your prescription has been confirmed, Super meds will speak to your chosen pharmacy informing them of your incoming prescription which will then be emailed to them promptly and securely.

Which countries do you deliver prescriptions to?

Our services are currently only available for those residing in the United Kingdom.

Items are missing from my order

Please contact us via email.

Can I have my medication delivered to a different address?

Yes, you can add additional shipping addresses to your account which you can then select at the when checking out. However, your main address must match the address on your card and it will be your main address that will be used in any background identity checks we conduct.

Do I need to sign for my delivery?

Yes, you will be required to sign for your delivery. To ensure that all medications are securely being delivered to the person that they are for, a signature is required on all parcels.

Is the packaging discreet?

To ensure your confidentiality is maintained at all times, you can rest assured that our packaging does not bear our logo or any other clue to its contents. We like to keep things discrete and private.

Can I change my delivery address after the consultation has been approved?

Unfortunately, once your consultation has been approved, you can no longer amend the delivery address. We encourage you to double-check all details before finalizing your details.

Payment

What methods of payment do you accept?

We accept most major payment methods including Visa, Mastercard, and American Express. However, you must use a card that is registered within the UK. You can also use Apple Pay and Google Pay.

Do you accept payment over the phone?

We do not accept payment over the phone – all payments must be completed online. Our phone number is designed for customer service purposes only.

Why has my card declined?

There are a number of reasons that your card might decline. The first possibility is that you entered the details incorrectly, in which case please check carefully and try again. Another possibility is that you do not have the funds available, in which case you will need to check your bank account and contact your bank directly if you believe the funds should be there. If you have tried all of these things and still cannot successfully place an order then either contact ourselves or your bank.

What name will appear on my bank statement?

On your bank statement, your payment will be referred to as Super meds or supermeds.co.uk

Returns

No Returns

Super meds is not a pharmacy, thus there is nothing to return to us. If you have any issues relating to your prescription or the medication obtained from a third-party pharmacy, this issue must be relayed to the pharmacy. Super meds does not dispense any medication.

Complaints

How do I make a complaint?

We hope that you never have to make a complaint, however if a situation does arise then you can make a complaint by emailing us at info@supermeds.co.uk. Please try to provide as much information about your complaint as possible in your email so that we can hopefully resolve it as quickly as possible for you.

Purchasing a prescription

Do I need a prescription when placing a consultation?

A prescription is not required when using our service as you will be issued with a private prescription from Super meds. Once your consultation is approved, we will automatically send this over to the pharmacy of your choice. You will not be able to download a copy of the prescription.

Can I expect confidentiality of service?

All medical information and patient accounts are confidential and can only be accessed by Super meds, the third-party prescribers we work with and the dispensing pharmacy of your choice. We treat your privacy and security with the utmost of importance and do not share your data with any other third parties.

How it works

How does your service work?

Our service is a convenient and safe way to have a prescription delivered to you. All the prices on our site include prescriber, pharmacy and delivery costs – what you see is what you pay. Once the prescriber approves your completed questionnaire, the prescription will be processed and dispensed by a third-party partner pharmacy and then shipped to you using the next day delivery method.

Do you do ID checks?

Yes. To ensure that medications only ever make it to the right person, we run soft identity checks in the background using a company called Onfido. If you fail these initial checks then you may be asked to provide additional information.

Who is Onfido?

Onfido is an accredited company who we use to check the identity of our customers because they have advanced biometric technology and are trusted for their security and safety. They do not have any access to your medical records – they simply work to verify your identity.

What if I'm asked for additional ID?

In this instance, do not worry. It just means that Onfido couldn’t verify you upon doing the initial checks. You will receive emails from Onfido with instructions as to what documents they require, as well as how to complete this process online.

What should I do if I experience any side effects?

If you experience any issues with the medication you receive then this is an issue you must liaise with your chosen local pharmacy or alternatively, speak to your GP or call NHS 111. Supermeds is not a pharmacy and does not handle or dispense any medications. It only facilitates access to a prescriber for the issuance of a private prescription via an online consultation.

How do you operate to ensure patient safety?

Patient safety is at the heart of everything we do and it is our main priority. After creating your account and placing your first order, we will run an identity check in the background to verify that you are who you say you are. Where the background identity check fails, you may then be asked by Onfido, our third-party provider, to submit additional information to help to verify your account. If you choose not to do this or the identity check fails after the additional checks then your order will be cancelled and the pre-authorized payment for your order will be released back to your account. We retain the right to cancel any orders for customers who we strongly suspect are abusing the service. If you attempt to create multiple accounts with duplicate information, we will disable all accounts held and you will not be able to use our service again.

How do I know that the medication provided is genuine?

All third-party pharmacies we work with are regulated and registered. Super meds periodically conducts checks to verify their status for peace of mind. All medications that are dispensed by these pharmacies are legitimate, purchased from exactly the same suppliers as all other pharmacies.

Super-Ukmeds

Here to help you

Our Customer Service is available Monday to Friday 9am - 4pm. If you
need urgent assistance, do not use this service. Call +442080895563, or in an
emergency call +442080895563. Visit our help section

Need help
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Monday - Friday: 9:00 - 20:00Saturday: 9:00 - 15:00

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