Frequently Asked Questions

What is Pharmapax?

We're the UK's new digital retailer of healthcare products, skincare products and everyday essential toiletries. At Pharmapax, you can access more products than you’d find in a typical high street pharmacy (for even better prices) and order everything you need from the comfort of your own home.

Is shipping free?

All orders of £25 and over will receive free fully tacked shipping. All orders under £25 will be charged £3.50 for full tracked 48 hour shipping.

Delivery charges

United Kingdom

International Shipping

Can I place an order over the phone?

Yes you can, please call us on 0208 4572471 to place your order.

Where is my parcel?

After you place your order, we’ll email you when it’s been dispatched. In that email, you’ll be provided with a tracking link where you can follow the parcel: please use this link to check for updates before contacting the Customer Care team.

What can I do if my order is shown as delivered, but it hasn't been received?

If the tracking for your parcel shows it has been delivered but you haven't received it (and you didn't get any notification of attempted delivery), you should follow these steps: Check your order confirmation email from us to make sure your shipping address was correct If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in a safe place (like a shed or hidden in a front porch) If the item was sent to your work address, try checking with the postroom or reception. You could also check with your colleagues to see if someone else accepted the delivery If you’re still unable to locate your order, please contact us at info@pharmapax.co.uk with your order number, and we’ll look into it for you ASAP.

Why haven’t I got an order confirmation?

If your payment went through, but you still haven’t received a confirmation email, it might be that the email address for your order is spelt incorrectly. Please email us at info@pharmapax.co.uk. Please including your name, postcode, and order reference (if you have it).

Is my product in stock?

The easiest way to see if a product is in stock is to go on its specific product page. If your item is out of stock, it’ll say so there and you won’t be able to add the product to your basket. We get stock in very quickly and reorder items regularly, so unless your product has been discontinued we promise it’ll probably be in stock soon!

I'm getting stuck in the checkout, what do I do?

The most common issue for payment errors is a failed 3D secure check: this is a check that includes your bank or card issuer. If you get this error, you need to contact your bank. We’ve chosen to add 3D secure check as an extra layer of protection to prevent fraudulent transactions, to keep you safe when ordering online.

Can I change my order?

Once an order has been placed, it can’t be changed. Please contact the Customer Care team at info@pharmapax.co.uk if you’d like to cancel your order – but please be aware that we can’t cancel an order that’s already been dispatched.

Can I change the delivery address?

You can change the delivery address, up until the order is dispatched. Once dispatched, we’ll have already sent the address to a third party courier (such as YODEL), so unfortunately we won’t be able to change the address after this point.

Do you ship outside the UK?

Yes we can, except for aftershaves and products with aerosols.

I just received my product – why does it look different to the picture on the site?

Sometimes suppliers update their packaging, but we might not have new pictures yet. We’re always working to make sure our pictures are as up to date as possible, but it can take time. In the meantime, make sure to check the product description and ingredients. If anything has changed in the formula, we’ll update it straight away – so you know exactly what you’re buying. If you find that the product image is not right, please let us know at info@pharmapax.co.uk. and we'll sort it out as soon as possible.

How do I contact the Customer Care team?

If you have any questions about your order or our service, the easiest way to contact us is to email us at info@pharmapax.co.uk. You can also speak to our Customer Care team on 0208 457 2471. Our lines are open 9am - 6pm, Monday to Friday.