Still need help?

  • Customer Services: 0141 774 5023

  • Address: 77 Dunn Street Glasgow G40 3PA

  • Or feel free to submit an enquiry via the form and we will get back to you as soon as possible.

FAQ

We understand you might have questions, so we have added information on the most common queries below. To get started, please use the tabs to select the section relating to your question. If you don’t see the answer to your query, please don’t hesitate to contact us.

General/ Delivery
NHS
Online Doctor
Private Prescriptions
  • What will appear on my bank statement?

    When you pay by credit/debit card, payments will be shown on your statement under the name "Simple Online Healthcare Ltd"

  • Is the Packaging discreet?

    Yes, we only use plain, discreet packaging without any branding or labels.

  • Is the service confidential?

    Your medical data and order history is completely confidential and will only be viewable by our pharmacy staff and prescribers.

  • Do you deliver to the USA?

    No, we do not offer delivery to the USA.

  • Will I receive a tracking number?

    You should receive your tracking number by email automatically, once Royal Mail/DPD have collected your order for delivery.

    This is usually around 6PM.

     

    You should check your junk mail if you have not received this. If you don't receive the email, please let us know, and we will get this for you manually.

  • Do I need to sign for my delivery

    Next-day Delivery: All next-day delivery prescription medication requires a signature on receipt of delivery

    Standard Delivery: A signature is not required for orders sent standard delivery. If Royal Mail is unable to deliver your order, they will attempt to leave this in your assigned Safe Place where applicable, or with a neighbour.

    If Royal Mail/DPD is unable to deliver your order, it will be returned to your local delivery depot and held for a short period of time. You should be left a card, or updated online with the tracking reference number. If it is not collected within this time frame, this will be returned to Simple Online Pharmacy. once it has been returned, you may be charged for any additional redelivery costs.

  • Can I put my local Post Office as my delivery address?

    No.

    Post offices will return packages sent directly to them, and this will incur a £10 redelivery charge.

  • Why do you require to perform an ID Check?

    We have a legal obligation from Healthcare Improvement Scotland (HIS), to confirm the identity of each patient completing an order on our website. This is the same checks you would be required to when registering with a GP or Medical Practice for the first time. This allows us to verify all patients purchasing from the website are over 18 years of age. You can read more information on ID checks under our Privacy Policy section.

  • Login Issues

    What do I do if I can't login on the website? 

    There are a few options you can take before contacting us.

    • Try resetting your password by clicking "forgotten password",
    • Try clearing cache and cookies, 
    • Try using another browser, 
    • Check you are using the correct login page, click "login/sign up" 

    if you are an online doctor patient please login using this site, or, if you are an NHS patient, make sure you follow these steps. 

    If this fails to help you, please contact our excellent patient care team. 

  • How do I cancel or close my account?

    It's a shame you are looking at leaving us; however, we have made this as simple as possible.  

    If you need to close or cancel your account, please e-mail us at

    [email protected]

    Using the subject title "Close my account"

     

    In the body of your email, please provide the following:

    • Name
    • Email address
    • Phone number
    • DOB
    • Reason for leaving our service
    • Your last SOP number
  • How do I register to order my NHS prescriptions?

    It is easy to register with us for your NHS prescriptions.

    1. You will first be asked to provide an email address and password. These will be used in the future for you to login to your account, so make sure to use a memorable password.
    2. Next, you will be asked to provide your name, phone number, NHS number, gender at birth and date of birth. Please make sure this is accurate as we use this information to request your prescription from your GP surgery, and any errors could lead to the GP rejecting the request.
    3. You will then be asked to provide your address, which you can search for by entering your postcode, or you can enter your address manually. This should be the address that your GP surgery has noted as your registered address. You will be able to add an alternative address for shipping once you have registered.
    4. Then you will need to add your registered GP surgery. You can search for your surgery by postcode, which can be your home postcode which would show a list of surgeries close to you. Alternatively, you can search for the surgery by name or street address. Again, it is important that you select the correct surgery otherwise any request you make for your prescription will be rejected by the GP surgery if they do not have you registered on their database.
    5. You will then be sent a verification email to enter a code. Please make sure to check your junk folder in your emails.
    6. Finally, you will be asked to agree to our terms and conditions, that you are happy for Simple Online Pharmacy to become your nominated pharmacy, and give us permission to access your Summary Care Record to safely dispense your medication.

    And that's it, you have now registered with Simple Online Pharmacy, and you can now proceed to place your first prescription request.

  • Can I have multiple deliveries?

    Yes, you can have multiple active orders and therefore, multiple deliveries. 

    This depends on individual circumstances and you have no need to worry if your medication is not all due at the same time. 

    This relates to our NHS service specifically, for further advice or assistance on our online doctor service, please see that section of our FAQs 

  • How long will it take for my GP to authorise my prescription request?

    After placing your medication request via the website, the request will be sent over to the surgery on the same day Monday to Friday. Orders placed the weekend will be processed on Monday.

    All surgeries advise it can take 2-3 working days for the GP to sign the request and send this back to the pharmacy.  

    We advise that you allow 10 days before you are due to runout to submit the order. 

    If you are a pouch patient, this will be managed for you, as long as we are you nominated pharmacy, we will request this for you and complete all the necessary steps to ensure you are not left without medication. 

  • My medicine is a cold-chain item. Are you still able to post this?

    We send all cold-chain medication via Royal Mail or DPD, all our packages are tracked.

    The medications are packed using special cooling insulation. If you are not home to receive the delivery, the courier will leave a collection card.

    To ensure that the medication remains cool, you must collect the item within 24 hours of the original attempted delivery.

    For further information on delivery, check out our delivery FAQ or contact our excellent patient care team who are on-hand to support you.

  • Can you help me keep track of when I need to reorder my medication?

    Yes. Once you have ordered your prescription for the first time, we will add in the quantity and dosages of the medication in your profile.

    This will automatically calculate the expected due date of your next repeat.

    You can choose to either receive reminders via

    • SMS
    • E-Mail
    • Push Notifications (if you have our app)

    If you need help setting this up, please call our NHS pharmacy team.

  • What should I do with unwanted medication?

    If you or a patient you care for has unwanted or out of date medication, please ensure you do not dispose of this medication at home.

    Please take the medication to your local pharmacy and ask if they will be able to dispose of safely for you. 

    If you'd like further advice or peace of mind, you can contact our excellent patient care team who are on-hand to support you

  • Is there a limit to purchasing?

    Unfortunately, this depends on personal and individual circumstances. 

    All medication supplied is subject to regular reviews, this can be determined internally and dictated to us from external bodies. 

    This means, that, every order is reviewed, and, should your order exceed the recommended limit we will be unable to supply this and you will be informed. 

  • How do I order Sildenafil or Viagra?

    You can order Viagra or it's cheaper generic, Sildenafil, from our online shop.

    After completing an online form-based assessment, and placing your order, our GP's will review your order and determine whether treatment is suitable for you.

    If for any reason you are not suitable for treatment you will be fully refunded for your order.

  • How can I order Cialis or Tadalafil?

    You can order Cialis or it's cheaper generic, Tadalafil, from our online shop.

    After completing an online form based assessment, and placing your order, our GP's will review your order and determine whether treatment is suitable for you.

    If for any reason you are not suitable for treatment you will be fully refunded for your order.

  • How can I order Finasteride or Propecia?

    You can order Finasteride or the branded version, Propecia, from our online hair loss clinic.

    After completing an online form-based assessment and placing your order, our GP's will review your order and determine whether treatment is suitable for you.

    If for any reason you are not suitable for treatment you will be fully refunded for your order.

  • Is your Online Doctor service legal?

    Yes, we are fully regulated by several professional and governing bodies and are inspected regularly to make sure all our systems and processes are to the highest standard.

    You can view our general pharmaceutical council registration here.

    You can view our MHRA registration here.

    You can read more about us here.

  • Do I need a prescription to order through the online doctor?

    You do not need an existing prescription to use the online doctor service.

    We offer a consultation process which is reviewed by one of our doctors. If your order is approved, our doctors will pass a prescription to our internal pharmacy team to issue your medication.

    If you are placing an order via the private prescription page; you will need to submit an existing private prescription by post. This is different from our online doctor service.

  • Will my GP be informed of treatment prescribed by the online doctor?

    This depends on each induvial circumstances and the medication ordered.   

    If you wish us to notify your GP then this can be done on request.

    It is recommended to keep your doctor informed of the medication you are taking.

    We will never inform your GP of any prescribed medication without your consent.

    If you are required to inform your GP, we will contact you and advise you of this, in some instances, this must be done on prescribing or before the order can be approved. 

  • My medication has a different name?

    From time to time our UK wholesalers may provide us with Parallel Import medication packs (PI).

    This medication will have foreign writing on the box but will also have a reprinted label with all details in English. The box has also had a UK patient information leaflet (PIL) inserted and then resealed.

    The medication is exactly the same as UK branded medication and has been checked and verified to the standards set out by the GPHC and the MHRA.

    It is the same medication as used in community Pharmacies up and down the United Kingdom. Reasons for using parallel import medications may vary from providing lower-priced medication to there being a shortage of the item in the UK market.

    If you do not wish to receive a Parallel Import pack (PI), please advise us as soon as possible after placing your order using any of the following methods;

  • Do you supply Orlistat?

    We currently offer Orlistat through the Online Doctor section of the website.

    When placing your order you will be required to complete a short medical assessment to allow our doctors to assess your suitability for the medication. 

    Please note our Doctor cannot dispense Orlistat to a patient with a BMI under 30, any orders placed with a BMI below 30 will be declined and refunded.

    Click here to be taken to our Orlistat page, or you can learn about the branded version of this medication, Xenical.

  • Apart from Viagra, what are the different types of erectile dysfunction treatment?

    There are four main drugs which treat erectile dysfunction. These are all part of a group of drugs called PDE5 inhibitors.

    They are

    Sildenafil - this is the ingredient in Viagra. It is available generically, which is cheaper than the branded version.
    Tadalafil - this is the ingredient in Cialis. It is available generically, which is cheaper than the branded version.
    Vardenafil - this is the ingredient in Levitra. It is available generically, which is cheaper than the branded version.
    Avanafil - this is the ingredient in Spedra.

    To read more about erectile dysfunction and treatments available, read our erectile dysfunction page

  • How does online prescribing work?

    Online prescribing works differently from getting a prescription from your GP.

    Read our Remote Prescribing Guide for more information.

  • How does your private prescription service work?

    Unfortunately, we are no longer accepting new medication orders for patients with a private prescription.

    If you have already placed an order with Simple Online Pharmacy to fulfill your private prescription, a member of our team will be in touch shortly. If you have not yet been contacted, please feel free to call our customer service team on 0141 774 5023 or email us at [email protected].

    If you don't have a prescription, you could try our Online Doctor Service.

  • How does online prescribing work?

    Online prescribing works differently from getting a prescription from your GP.

    Read our Remote Prescribing Guide for more information.

What do our patients think?

  • Easy consultations and fast delivery of medicine which appears to be genuine.

  • From start to finish of my order I could not fault the service.

  • Couldn’t believe how quick we received our goods will definitely use them again.