Delivery and Ordering Information

Quick Facts about Express Chemist

• Express Chemist is a UK-registered online pharmacy.
• We specialise in medicines that treat common conditions.
• We only list treatments that we believe are high-quality and effective.
• We send everything in discreet packaging.
• Our ordering process is secure and fast. We do not store your credit card details.
• No "registration" is required and we never pass your email address or details on to anybody, ever.
• We give honest advice rather than just trying to sell you stuff.
• Knowledgeable staff who work hard to give excellent customer service.
• We keep you up to date with truthful and accurate information when there is a delay or problem.

Shipping Options - Quick Guide

Please note delivery times are from dispatch and not from the time you place your order.

UK/Off-Shore Delivery

Europe Delivery

Rest of World Delivery

Features Explained

• Next Day Delivery - Next Day Delivery from despatch for orders placed before 3pm. Your parcel will be delivered the next working day after despatch. Special Delivery customers will receive their parcel before 1pm the next working day, after dispatch.

  *Orders placed between Monday - Thursday will be guaranteed by 1pm next day, after dispatch. If you require an urgent delivery please contact us to ensure any items are available for immediate dispatch.

  Please note Royal Mail Tracked 24 is not a guaranteed service although Royal Mail aim to deliver packages the following working day.

  Royal Mail will continue to accept, prioritise and deliver as many Special Delivery Guaranteed by 9am or 1pm items as resources allow during industrial action.

  We cannot however guarantee delivery next day for items sent during periods of industrial action.

  Customers will not be able to claim for late delivery or consequential loss as a result of delay for items posted on these dates and which are not delivered on time.

  If you need items quickly please ensure you telephone us on 0800 542 1203 to enquire about stock availability

• 2 Working Days - Your parcel will be delivered within 2 working days after dispatch.
• 2-3 Working Days - Your parcel will be delivered within 3 working days after dispatch.
• Delivery Time Given - Delivery times for each country and service are provided at the basket.
• Signature Required - A signature will be required upon delivery of the parcel.
• Proof of Delivery - Proof of delivery will either be via a signature or named confirmation, depending on the service selected.
• Trackable Online - Upon dispatch of your parcel, Express Chemist will email you a tracking reference number for your parcel. This number can be entered online to track your parcel, via the courier website. Parcelforce, DPD and Royal Mail.
• Email Notification - You will receive an email notification from the courier when the parcel is out for delivery. Your email will be required when entering details on the Express Chemist site.
• Text Notification - You will receive an text notification from the courier when the parcel is out for delivery. Your mobile number will be required when entering details on the Express Chemist site.
• Money Back Guarantee - The courier will refund the delivery cost, or a percentage of the delivery cost, if your parcel is not delivered in the specified time after dispatch.

If your parcel has not been delivered within the suggested delivery time frame in the above table: Express Chemist would be very grateful if you could firstly check with your local delivery office (UK customers) or postal/sorting office (Europe and Rest of World) to see if they are holding a parcel for you. If after 15 working days (UK customers) or 21 working days (overseas customers) your local delivery/sorting office are still unable to help you in locating your parcel please contact us on 0800 542 1203/ 0044 1622 763 434 or via our contact form so we can investigate further for you.

If your parcel is being delivered via Parcelforce and has not arrived or you are concerned about the tracking details provided on the Parcelforce website, please contact us at your earliest convenience on 0800 542 1203/ 0044 1622 763434 or via our contact form. We can then liaise with Parcelforce on your behalf to ensure your parcel reaches you as soon as possible.

Bulky Items

It is within Express Chemist's discretion to send large and/or heavy items with a courier service to accommodate the weight and size of the package. If we deem your order is of an excessive size or weight, this may incur additional delivery charges which we shall contact you about prior to the order being dispatched.

Ordering

It is very quick and easy to order online, but you can always contact us if you need any assistance.

Payment via Credit or Debit Card

We can currently accept MasterCard, Visa and PayPal.

Payment by Cheque

You can pay by cheque using the following procedure:

1. Add the items to your basket.
2. Go to the checkout and fill in your address details.
If you do not have an email address, you can use noemail@expresschemist.co.uk, but it is better to use your own email address if you have one.
3. Once you have got past the checkout, you will see a "Preview your order" screen, with thedetails of your order.
4. Note down the order number and the total amount as shown on screen.
5. Write out a cheque for the amount shown, payable to Paydens Limited t/a Express Chemist.
6. Write your order number on the back of the cheque, in the form Order number 12345 (giving the correct order number of course!).
7. Also write your telephone number on the back of the cheque so that we can contact you if there is a problem.
8. Send the cheque to:
   Express Chemist
   Gateway House
   Wallis Avenue
   Maidstone
   Kent
   ME15 9NE
9. We will process your order, and send out the items as soon as the cheque is cleared.

Security and Fraud Prevention

All our payments are processed by WorldPay or by PayPal. We take credit card security and fraud prevention very seriously.

To ensure a safe transaction it is important that you provide us, and therefore Worldpay or PayPal, with the exact address at which your credit/debit card is registered. If there is a discrepancy with the information provided we will endeavour to contact you as soon as possible to rectify the details.

To make your shopping experience even more secure, we don't store your credit card details at all: each payment is performed once-only via the payment provider.

UK Tax Charges

All prices are shown inclusive of VAT. If you are exempt from VAT for certain items please fill out our VAT Exemption Form, which is available below:

• VAT Exemption Form - Word Doc (56KB)
• VAT Exemption Form - PDF (217KB)

Our VAT registration number is 210 7132 22.

International Tax Charges

We do not charge tax (VAT) on orders dispatched outside of the UK. You are responsible for all taxes and fees that maybe incurred by customs upon entry to the destination country. VAT and clearance fees vary from country to country.

Privacy Policy

Express Chemist does not sell buyers' information to third parties. As an online pharmacy, we understand that you may be buying medicines or other personal items, so your order will be kept strictly confidential. If you have any concerns or special needs regarding privacy please let us know. The email address that you supply will not be used for any unsolicited mail.

Please note that Express Chemist uses TrustPilot, an independent third party review company, to collect customer reviews. The only information passed on to TrustPilot is your name, email address and order number. Express Chemist does not pass on any details of what you order, or any other personal information held by us. There is no obligation to place a review and you have the option to opt out of all future TrustPilot review emails. If you have any questions regarding the review process please our contact customer services.

Click to view our TrustPilot reviews.

Please view our full privacy policy.

Ordering Medicines

In order for our pharmacists to provide you with the best possible healthcare, you may be presented with a series of questions when ordering certain medicines. These will be read by one of our pharmacists before your order is shipped. These are a legal requirement for any online pharmacy and must be completed with as much accuracy as possible. We may contact you to amend the order if any medicine is deemed unsuitable for the purposes stated. We are restricted from sending some products to certain countries. We must also limit the quantity of certain pharmaceuticals ordered within a time-period. If you have any questions concerning this please let us know.

Ordering Cancelling

Please note that we reserve the right to cancel any order at any time.

Legal Requirements

The sale and supply of pharmacy medicines via the internet is made in accordance with the Medicines Act 1968. Express Chemist is a registered online pharmacy at Gateway House, Wallis Avenue, Maidstone, Kent ME15 9NE, registration no. 1123025.

The pharmacist responsible for the supply of medicines is Mr John McConville, registration no. 2029833.

Should you wish to confirm registration status of both the pharmacy and of the pharmacist, then please contact the Royal Pharmaceutical Society of Great Britain.

Express Chemist is a subsidiary of:

Paydens Limited, Parkwood, Sutton Road, Maidstone, Kent ME15 9NE
Vat No: 210 7132 22
Reg No: 574716
Business Owner: Mr Dennis Charles Pay

We believe our customers are our greatest asset in improving our service. If you have any suggestions, criticisms, or even praise!
Please drop us a line.

Click to view our community patient questionnaire.

Delivery

Costs

Our normal delivery service for UK orders is Evri Tracked Service, which costs £3.32 or £ 5.13 for the services of 48/24 respectively, Royal Mail Tracked Service, which costs £3.74 or £5.93 depending on whether you choose Standard or Priority. We also offer ParcelForce and Royal Mail Special Delivery, which some people prefer as they offer a more reliable service.

ParcelForce orders within the UK are charged at a flat rate of £8.66, and Special Delivery starts at £7.85 with an increase in charge due to weight (maximum weight of 2kg).

DPD is at £13.62 with an estimated delivery time of 2 Working Days from Dispatch.

We recommend Special Delivery for faster Guaranteed delivery.

Delivery destinations

You can choose to have your items delivered to a separate address if necessary. This is useful if you are likely to be out of the house when the postman arrives.

Delivery times

• All items are sent via a courier depending on which delivery option you choose. Note that by law, all medicines must be sent recorded delivery. Recorded delivery, or tracked delivery, is far more reliable than non-recorded delivery and there is more accountability when it goes wrong.
• Delivery times vary by product.

The vast majority of orders (over 80%) are dispatched either on the same working day or the following working day.

We treat medicines with the highest priority.

Some of our more specialist or luxury items items (such as Fragrances or Electricals) may be back-ordered and hence can take longer to dispatch, though this is still usually only around an extra day or two.

If the item must arrive in time for a deadline (e.g. a gift or urgent medicine), it is best to phone first for an estimate of the delivery time.

If you live in the UK, have ordered something urgent (particularly a medicine) and haven't received your goods or had an email from us by the end of the following working day, please do not hesitate to contact us.

• International deliveries are sent via Airmail and will take longer to arrive due to customs and local delivery services.
• If you have any concerns about delivery times please contact us.

If you have received an email from us saying that the item has been dispatched, and the item has still not arrived, it may be the case that the postman has attempted a delivery and left a card showing the address of the local Royal Mail Delivery Office (sometimes referred to as a "sorting office"). You can then visit the sorting office and pick up the item. We have, however, found that sometimes, a card is not left.

Hence, if you live within the UK, have been told by us that the item has been dispatched, and you have not received the item by the end of the working day following receipt of the email, it's worth checking with your local Royal Mail Delivery Office to see if they have the parcel. If you cannot reach the office in person, you can contact the Royal Mail on 08457 740 740 and they can assist you. However, if you get stuck then please do not hesitate to contact us for assistance.

Claims for Compensation for Lost or Damaged Parcels:

The time scale for initiating a claim is dependant upon the courier and delivery method selected. See below for specific conditions for DPD, Royal Mail and Parcel Force claims. Please note that once we receive the details of a claim we will pass the details onto the courier for investigation. Once we have received a response from the courier we will issue a credit where appropriate.

DPD:

Please notify the Express Chemist of any loss or damage giving rise to a claim within 14 days of the date of dispatch. For damages to parcels or goods DPD requires photographic evidence of damage within 28 days of the date of dispatch. If notification or photographic evidence is not produced within this time period Express Chemist shall not be liable for any loss or damages.

Parcel Force:

Claims for lost, delayed or damaged parcels must be made within the following timescales:

• 30 days of despatch for all UK claims.
• 15 days of dispatch for GlobalExpress.
• 30 days of dispatch for GlobalPriority.

If a claim is made for damage, the recipient must keep all packaging and any damaged items for inspection until the claim is resolved. The recipient may be asked to complete a questionnaire and/or to provide photographs of the item and the packaging.

If a claim for loss or disputed delivery is made, the recipient may be asked to confirm that the item was not delivered and its value (if known). Failure to respond to any information request from Parcel Force may result in a claim being refused.

Royal Mail:

Royal Mail Tracked:

Please notify the Express Chemist of any loss or damage giving rise to a claim within 1 week of posting. We may be able to assist you as your parcel may have been delivered to a neighbour or held at your local depot. All claims must be completed within 80 days of the date of posting. For damaged parcels please provide photographic evidence of damage to goods and packaging.

Special Delivery:

Lost or damaged parcel claims must be made within 80 days of the date of posting. For damaged parcels please provide photographic evidence of damage to goods and packaging. Royal Mail will also refund the Special Delivery Guaranteed fee if your item arrives later than the due delivery time.

Claims for items delivered after the specified delivery time must be made completed within 14 days of posting.

Packaging

Orders are shipped in secure cardboard boxes or in Mail Lite Jiffy bags. We use plain packaging to ensure confidentiality. We use a combination of biodegradable cushioning balls and, occasionally, recycled packaging from our received goods.

If you have any comments, complaints or queries regarding delivery please don't hesitate to contact us.

Returns & Refund Policy

Before returning any goods to us for whatever reason, it is important that you contact us by e-mail or telephone to inform us of your intention.

• All goods (excluding P medicines and POMs, if you need help to identify your product click here for more info) may be returned to Express Chemist undamaged and unused, within 30 days of receipt. The cost of the item excluding postage and packaging will be refunded to you when we have received the returned goods.
• In the case of goods arriving to the customer in a faulty or damaged condition, the refund will include outward and return postage and packaging costs.
• Please inform us within 7 days of receiving any missing, damaged, or incorrect items.
• In cases where loss, damage or delay is due to an incorrect delivery address being given to us, a refund cannot be offered.
• In cases where temperature sensitive products are not collected from a local depot and are then returned to us by the courier we are unable to provide refunds for these goods. In these cases we have to destroy the goods as they cannot be re-sold.

Please return goods to:

WEEE Regulations

What is WEEE?

WEEE is waste electronic and electrical equipment like TVs, fridges, hairdryers & computers. It is one of the fastest growing waste streams in Europe. Every year in the UK households throw away around 1 million tonnes of it and many items are not treated or recycled and get buried in landfill sites. This wastes resources and puts a major strain on the environment.

What are WEEE Regulations?

The regulations are European Law, aiming to tackle the growing amount of WEEE that is disposed of by setting targets for recycling and making producers (manufacturers or importers) pay for treating and recycling end-of-life electrical equipment.

It aims to minimise the amount of WEEE householders throw out with their general rubbish. By keeping WEEE separate from other waste it can be treated, the hazardous substances can be removed and a large amount of waste can be recycled rather than sent to landfill.

What are Express Chemist doing to comply with WEEE Regulations?

As a distributor, we are committed to reducing the amount of WEEE that goes to land fill. We are doing our bit for the environment by offering a free take back scheme.

Any customer who purchases an electrical item from us is able to give us their old like-for-like product for us to dispose of in an environmentally friendly way. This can only be offered when an old product has the same use as the new product, for example, if we sell you a hair dryer we will take back your old hair dryer. You must deliver this back to us within 28 days of purchasing your new item.

You can bring the items into one of our Paydens shops or post back to Express Chemist WEEE Returns, Gateway House, Wallis Avenue, Maidstone, Kent ME15 9NE.

What are we contributing to the reuse, recycling and other forms of recovery of WEEE under these Regulations?

All electrical items received on our Take Back Scheme will be taken to a regulated WEEE compliant recycling site.

Why is recycling our WEEE so important?

Over 75% of waste electrical goods end up in landfill, where lead & other toxins contained in electrical goods can cause soil & water contamination, which can lead to negative effects on human health & the environment.

How can I tell if a product comes under the WEEE Regulations?

You can tell which products are covered by the WEEE regulations by looking out for the 'crossed out wheeled bin symbol'. From 13th August 2005, all new electrical products placed on the market must have this symbol. However many producers have been using this symbol for some time now, so you may already spot it on products you already own.

Paydens/Express sell the following types of household electrical and electronic equipment, which are covered by the WEEE Regulations: Small household appliances, e.g. hair dryers, electric toothbrushes, blood pressure monitors, glucose monitors, epilators.

Click here if you have a general query that is not covered by the above options

Return to the main help page

Start shopping at Express Chemist now