For your convenience we have devised a list of Frequently Asked Questions which may be able to help with any query you may have. If you don’t find an answer to your question or if you have a medical question for our pharmacist then please fill out the enquiry form below and a member of the pharmacy team will contact you within 24 hours. What is the easiest way to find the items I am looking for? The quickest and easiest way to find a product you already know the name of or are familiar with is to type the product name in the search box on the top right hand corner of the screen. If you cannot find what you are looking for please contact the pharmacy and we will do our best to help you. Why is there a on some medicines but not on others? Some medications can only be sold by a registered pharmacy. To allow our pharmacist to make sure these products are appropriate for you we will ask you to complete a form with a few simple questions before checkout. Why do I have to create an account or sign in to buy medicines? For any medicine that is sold through our website we are legally required to keep a record of the transaction. Logging into an existing or new account and purchasing an item will keep a record for us to show we have asked all the correct questions associated with the sale of Pharmacy Only Medicines (P medicines). These are the same questions that you will be asked if buying a medicine over the counter at the pharmacy. Who is my information made available to? Any medical or personal information entered onto the website will be kept confidential and only made available to the pharmacy staff dealing with your request. How much do you charge for delivery? Information on our delivery services, times and charges can be found on our delivery information page.How do I return an item? Please note that certain items such as medicines, cosmetics and foodstuffs cannot be refunded or exchanged for hygiene reasons, unless we have sent incorrect or faulty goods. If there is a problem with your order please contact us as soon as possible. The address for returning items can be found by clicking here. How do I pay for my products? You can pay for your products online via credit/debit card. We accept most types of debit and credit cards including Visa, Mastercard, Visa Electron, Solo, Maestro and Delta. The payment section on our website is secure, any information passed between your computer and our website cannot by read by any third party. Payments are protected by SSL technology to ensure this, SSL encryption technology is used by many internet stores similar to ourselves and virtually eliminates credit card fraud on the internet. Can I see my previous orders? Yes, by clicking on the “my account” section on the website and click on the link to “view your online store order history”. Through the “my account” section you can also see other history such as previous prescriptions you have had and any blood tests or consultations you have booked with the pharmacy. Where is my order? If you are waiting for an online order to arrive, the first thing you should do is sign in and check the “my account” section of the website. Next to your order there will be a link to the Royal Mail website, where you can enter your tracking information provided to you by us and find out where your order is. Do I have to be at home to sign for my goods? Monarch Pharmacy dispatches all online orders via Royal Mail, using their Recorded Delivery Service, this method of delivery requires a signature. A re-dispatch of any returned orders may incur an additional charge. Delivery of prescriptions by our driver also require a signature. If you wish us to leave your prescription items with a designated neighbour please state this when asking us to collect and deliver your prescription. I have forgotten my password, what do I need to do? Click on the “forgotten password” link on the sign in page and enter the email address you used to register with us. Your password will then be sent to that email address. Do I have to type my prescription items in every time I have a prescription to order? Once you have your first prescription from us we will enter in the information from that into the “my account” section on the website. If you have items on repeat from your doctor then these items will appear in a list for you to easily select which ones you require, rather than having to type the information in more than once. What evidence do I need to supply if I am exempt from prescription charges?
If you are not exempt from NHS prescription charges the current charge is £7.20 per item, this charge will be taken upon receipt and validation of your order.
If you are exempt from payment evidence may be requested in certain cases, pelase see the list below; Is less than 16 years of age. No evidence required if name and D.O.B. is printed on the front of prescription. Is in full-time education and are 16, 17, 18 years old. Provide headed letter from school or college, or documents showing payments of child benefit or family tax credit. Are aged 60 and over. No evidence required if name and D.O.B. is printed on the front of prescription. A patient who is pregnant or has had a baby in the previous 12 months and has a valid exemption certificate. Provide a maternity exemption certificate or an NHS maternity exemption card. Provide a photocopy of your NHS maternity exemption card or a completed FP92 or FP96 form.Have a listed medical condition and have a valid exemption certificate. Provide a photocopy of your NHS Prescription Charge Exemption card or a completed FP92 or FP96 form. Have a continuing physical disability which means you cannot go out without help from another person and have a valid exemption certificate. Provide a photocopy of your NHS Prescription Charge Exemption card or a completed FP92 or FP96 form. Have a valid prescription pre-payment certificate. Provide a photocopy of your NHS prescription pre-payment card or a completed FP95 form. Are a war pensioner, the prescription is for your pensionable disablement and you have a valid war pension exemption certificate. Provide a photocopy of your War Pensions Agency Certificate. Are named on a current NHS Low Income Scheme HC2 certificate. Provide a photocopy of your HC2 Charges Certificate or a photocopy of your entitlement letter. Your prescription is for free-of-charge contraceptives. No evidence required. Gets income support or income-related employment and support allowance. Provide a photocopy of your Income Support Order Book, Giro letter or tear-off portion. The patient or your partner is receiving Jobseeker’s Allowance (JSA (IB)). No evidence is available - your entitlement will be checked later by the Department of Health. Are entitled to, or named on, a valid NHS tax credit exemption certificate. Provide a photocopy of your Working Families' or Disabled Person's Tax Credit Exemption Certificate or a photocopy of an entitlement letter. The patient has a partner who receives Pension Credit guarantee credit (PCGC). Provide a photocopy of your order book or an entitlement letter (if payments are made into your bank or building society) from your Jobcentre Plus office.
