FAQ's

Please find below a list of some our customers most Frequently Asked Questions.

SEARCH

What is the easiest way to find the products that I am looking for?

The easiest way to find what you are looking for is to type the name of the product into the search bar located in the header of the website and press “Go”.

You will then be presented with a list of products that mostly closely matched your search query, and some related search terms that may also be relevant at the bottom of the page.

ORDERING & SECURITY

How can I review my previous orders?

All previous order history is stored in the customer membership account. When you register with the website you are required to register for an account and are provided with a password. You can use your password to log in and check your previous orders invoices, and the order status of your current orders from within the membership account area.

Is it safe to make orders online?

The payment pages on our website are secure as we use 256 bit SSL (Secure Socket Layer) encryption technology by Thawte (a leading digital security provider) to encrypt all credit/debit card information. This ensures that your vital credit card information can not be read by any third parties as it is transferred between the computer you are using and our website. 

We use Protx to process your card transactions and do not store your credit card details for added secuirty. Protx are PCI DSS compliant, the leading industry security standard for card security which is now required by the major card schemes like VISA and MasterCard. 

Can I pay by phone?

Yes, if you would prefer to pay by phone instead then please contact us on 0845-680-6845.

When will my credit card be charged?

Your card will be charged once your order has been processed.

If I am due a refund how long will it take to get my money back?

Your payment will be refunded within 30 days.

What payment options are available?

We accept payment via Visa, Visa Electron, MasterCard, Maestro ,Electron, Solo,Switch and Delta. Payment can be made by going through our checkout process and entering your details on our secured payment pages. We do not store your credit card details which provides you with added security and use the highest levels of security to encrypt your order details.

TRUST & DISCRETION

Where are Clockwork Pharmacy based?

Our Royal Pharmaceutical Society Registered pharmacy premises are at 398-400 Mare Street, London, E8 1HP, and we operate under the City & Hackney NHS Primary Care Trust.

Can I trust Clockwork Pharmacy?

Yes of course, we are a registered pharmacy with the Royal Pharmaceutical Society of Great Britain, a member of the National Pharmaceutical Association and an NHS registered pharmacy in the United Kingdom.

We are also an established pharmacy group operating since 1985, our pharmacies are located across London and the South East and we have an established a track record of serving our customers with new and innovative health services. Being in operation for so long we have also developed a good understanding of our customers needs, and the operating procedures to ensure that our customers obtain the best possible service. We are bound by and exceed strict operating procedures that ensure patient confidentiality and safety first. Our aim, is to provide patients and customers with a quick and reliable service, great products and prices, and a great product selection to choose from. This way we hope that we will be able to build up trust with our patients and customers and keep them coming back to use us and their be first choice for their health and beauty needs.

Is your online pharmacy safe?

Clockwork Pharmacy is operated by registered pharmacists, and all medicines ordered have carefully checked for quality, and are checked for patient suitability against the information that has been provided with the customers order. Patient safety is always our number one priority

We will not supply you with poor quality medicines, generic medicines or cheaper international equivalent imported medicines nor will we supply medicines that are very short dated. To source high quality products from our suppliers and pass those quality health and beauty products on to our customers.

Is it possible to speak to the pharmacist?

Yes, you can speak to the pharmacist in charge by calling 0845-680-6845 and selecting Option 2 during office hours. Mon-Sat 9.00 am – to – 5.30pm.

The pharmacist will be able to provide you with help and advice on a range of conditions completely confidentially.

Will Clockwork Pharmacy appear on my bank statement?

No, we know that for many of our customers discretion is very important. So instead of Clockwork Pharmacy, Clockwork Retail Limited will appear on your bank statement.

Can you dispense my Prescriptions?

Yes, we can dispense all NHS and private prescriptions written by a UK prescriber. Prescriptions will need to be sent to us in the post and upon receipt of the prescription we aim to send your medication within 1-2 working days.

Do you use cookies on your web site?

Yes, our website will record your computers unique IP address. We use cookies so that we can offer you a better and more personalised service. The use of cookies is very common and is used as an aid to provide better levels of service. Our cookies will not be used to remember secure cardholder information or sensitive personal data. You also have the ability to remove all cookies from your computers web browser at any time.

DELIVERY

When can I expect my order?

If you selected standard Royal Mail delivery when you placed your order. You can expect your order to be with you approximately 1-3 working days later. 95% of orders are received within 1-3 working days of delivery but if there is any delay then we will get in touch and let you know.

Do you offer faster delivery methods?

Unfortunately, for the time being we do not offer faster delivery methods but we will shortly be introducing new and exciting delivery methods which will give our customers much more flexibility with deliveries.

Do Clockwork Pharmacy deliver to PO boxes?

No, because all our orders require a signature we can not deliver to PO Box addresses.

Do my deliveries have to be signed for?

Yes, for security reasons all our deliveries must be signed for on receipt of the goods.

What do I do if my delivery has not arrived?

If your delivery has not arrived please check to ensure that Royal Mail have a left delivery card. If they have they were unable to obtain a signature and have taken your order to their local sorting office where they hold it until you call to re-organise delivery or you pick your product. The contact details of your local sorting office will be on the card, you will be able to pick your order up after 48 hours from when the card was left or call Royal Mail and ask them to redeliver the product to your address or to a new permitted address.

If you have not received a card from Royal Mail then please contact us.

Can my order be delivered in plain packaging?

Yes, all our orders are delivered in discreet plain cardboard boxes or jiffy bags. All packaging is completely discreet and will have no mention of Clockwork Pharmacy or any indication of the packages contents.

Some of the items in my order are pre-ordered. When will I get them?

The pre-ordered item is expected in our warehouse usually 1-3 days from when you placed your order. When back-ordered items arrive, they are inspected for quality and then shipped. This usually takes about 48 hours although in practice it is usually a lot quicker.  

Royal Mail says my tracking number cannot be found in the system. Is my package lost?

Tracking numbers are not “trackable” until they are scanned by Royal Mail. This can take up to 48 hours from the time it leaves our warehouse. If your package was shipped more than 48 hours ago and your Royal Mail tracking number comes up as “not valid,” give us a call or send an e-mail and we’ll investigate.

Can I expedite part of my order and send the rest via regular shipping?

All items on an order have to be shipped by the same method. To select different shipping methods for your items, you will need to place a separate order for each method.

Can I ship my order to more than one address?

No, all items on a single order must go to the same shipping address. If you would like different items to go to separate shipping address then please make a separate order with the new shipping address.

I am sending a gift to a friend and I don’t want the shipping invoice included in the package. Can you not pack it with my order?

Yes, of course, but please let us know that in the customer notes on the checkout page when you place your order. If you do not tell us we will assume that the order is for you and include the shipping invoice with the order.

You can always view your shopping history and download invoices from your members account.

One or more of my items is missing from my order. What do I do?

Please contact us via your members account or at info@clockworkpharmacy.com with your order number, Product number and name of the product missing within 24 hours of delivery. If it appears from our records that the Product was not dispatched, then we shall send the missing Product with no further delivery charge being applied.

You have sent me the wrong product and I would like to exchange it?

You may return any incorrect Products within 30 days of receipt. On receipt of any returned Products, we shall refund the cost of that product to you, less any sum applicable linked to damage sustained to the Product. Delivery charges shall be refunded if we made the mistake in the order.

I provided a wrong delivery address by accident, and my order is missing, can I get a refund?

A refund will not be given in cases where the product has been opened, or lost, delayed or damaged because the customer provided an inaccurate delivery address. 

RETURNS

How can I make an exchange or return?

You may return any damaged or incorrect products within 30 days of receipt. On receipt of any returned products, we shall refund the cost of that product to the member, less any sum applicable linked to damage sustained to the product. Delivery charges shall not be refunded.

Please return the product in its original packaging, using bubble wrap or loose-fill where necessary to protect the product. The Member shall include with the Product the applicable return authorization code issued by a Support representative, the date of the order, your name, address and the order number

Please send any returned Product to: Clockwork Pharmacy (Returns), 398-400 Mare Street, London, E8 1HP.

Exchanges, and/or refunds will only be made on receiving the returned goods.

Please note: That you must contact us in advance and obtain a return authorization code before any products can be returned.

COMPLIANTS

How can I make a compliant?

If you are concerned with the level of service that you have recieved then please feel free to contact us and let us know. We take customer service very seriously at Clockwork Pharmacy and always welcome the opportunity to find out how we can improve our service further.