Frequently Asked Questions

About the pharmacy

Is Smart Pharmacy a registered pharmacy?

Yes. We are registered with the General Pharmaceutical Council (GPhC) under registration number 9012842, and you can verify this on the GPhC register. All medicines are dispensed from our registered premises under the supervision of a GPhC-registered pharmacist, and all prescriptions are issued by UK-registered prescribers.

Who can use Smart Pharmacy?

Our services are available to adults aged 18 and over who are resident in the UK. Some treatments carry additional age or medical restrictions, which will be made clear during your consultation.

Consultations and prescriptions

How does the online consultation work?

When you choose a treatment, you complete a secure medical questionnaire. A qualified pharmacist or prescriber reviews your answers and may contact you if they need more information. If the treatment is approved, your medicine is dispensed and delivered to you.

Are consultations free?

Yes. Online consultations are free. You only pay for your medicine if your treatment is approved, and there are no hidden consultation fees.

What if my treatment is not approved?

If our pharmacist decides a treatment is not suitable for you, your order is cancelled and you are not charged. The payment held on your card is released. We will explain the decision and, where we can, suggest what to do next.

How do you make sure a medicine is safe for me?

Every order is checked against your medical history and your consultation answers. We check for interactions with your other medicines, review contraindications, verify your identity and age, and follow GPhC and MHRA guidance. If anything needs clarifying, we contact you before dispensing.

Why do you need photo ID?

For some pharmacy and prescription-only medicines we must verify your identity and age before dispensing. Your ID is stored securely and used only for that purpose. See our privacy policy.

Orders and payment

When am I charged?

For treatments that need a consultation, your card is authorised at checkout but not charged. The money is only taken once a pharmacist approves your treatment. If it is declined, the authorisation is released and no payment is taken. Everyday products without a consultation are charged at checkout as normal.

What payment methods do you accept?

We accept major debit and credit cards through our secure payment provider. We never see or store your full card details.

Delivery

How long does delivery take?

Once your order is approved it is normally dispatched the same or next working day. Orders over £30 are sent on a free next-day service. Standard delivery, used on orders below £30, normally arrives within 1 to 3 working days. Delivery times are estimates rather than guarantees.

What does delivery cost?

Free next-day delivery on orders over £30, and free delivery on all NHS prescriptions with no minimum spend. Below £30 a standard delivery charge applies, shown at checkout.

Is the packaging discreet?

Yes. Everything is sent in plain, unbranded packaging with no indication of the contents.

Returns and refunds

Can I return a medicine?

No. For your safety and by law, medicines cannot be returned to us for reuse once they have been dispatched. Any medicine returned to a pharmacy must be destroyed. If your medicine is faulty, damaged, out of date, or we sent the wrong item, contact us straight away and we will replace it or refund you in full.

Can I return other products?

Yes. Non-medicinal products in unopened, resalable condition can be returned within 14 days. See our terms and conditions.

Privacy

What do you do with my health information?

We treat it as confidential medical information. It is used to assess and dispense your treatment safely, and it is only shared with the people who need it, such as the prescriber reviewing your consultation. Full detail is in our privacy policy.