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Store Information

OPENINGS TIMINGS

Why not pop into store and have a look at the massive range of products available.

We are open:

Monday to Friday: 8:00 – 19:00
Saturday: 9:00 – 17:00
Sunday & UK Bank Holidays: Closed

Where is my order?

WHERE IS MY ORDER?

If your order has not arrived by the estimated delivery date, please understand that we are here to help.

Before contacting us we advise a few things:

  1. Track your order by the tracking code we sent in your dispatch email to view up-to-date tracking information.
  2. Sign into your account to check that we have the correct delivery information for your order and that all of your contact details are correct and up-to-date.
  3. Have the delivery company left a ‘You were out’ card? This will give you information to where your order is:
    • Check with your neighbours. If you were not indoors, the courier may have left the parcel with one of your neighbours.
    • Check in any safe areas; the driver may have left your parcel, such as in a porch or garden shed.
    • There may be information on the ‘You were out’ card, to redeliver your parcel.
  4. If you still cannot find your parcel, please contact our Customer Services quoting your order number and name.
CAN I TRACK MY ORDER?

Yes. You will receive a dispatch email confirming your order has been dispatched and it will contain a tracking code to track your order with our courier.

Depending on which delivery company we have used to send your order, click on the relevant company to track your order: Royal Mail, UK Mail or APC Couriers.

Please allow the full delivery time (3-5 days) after the dispatchment before contacting us.

Problem with my order

PART OF MY ORDER IS MISSING?

In case we are unable to send all of the items you have ordered, we will contact you by phone and confirm this in writing. We will send you an email confirmation with a list of missing items from your order; therefore please check your mailbox.

If we have not contacted you by phone and you have not received an email from us, or if there is no information on your dispatch note regarding a missing item, please visit our Contact Us or call us on 02074860580 or 02079351120 and we will happily resolve the issue for you as quickly as we can.

THE ITEM I RECEIVED IS FAULTY?

As soon as you discover a fault with your item, please contact our Customer Services with your order number, the name of the faulty item, your name, your contact number, and a description of the fault.

We apologise that your product was faulty. Please understand that we would like to resolve any issues as quickly as we can.

THE ITEM I WANT IS OUT OF STOCK; WILL YOU BE RECEIVING MORE STOCK?

In case the product you want is out of stock, if you drop us an email through the contact us page we will give you an estimate of when the product will be back in stock.

Alternatively Contact our Customer Services who can give you our most up-to-date stock information.

WHY HAS MY ORDER BEEN CANCELLED?

In the case of any order cancellations, we will always contact you by phone followed by an emailing toconfirm our conversation, explaining why the order has been cancelled. We will send you an email confirmation so please check your mailbox.

It may be out of stock; in that case it if you are not in a rush we can postpone the delivery. If you don’t want to wait, we will refund any payments taken for items cancelled within a few days.

Alternatively you can email us or call us on 02074860580 or 02079351120.

THERE WAS STOCK AVAILABLE ONLINE WHEN I PLACED THE ORDER, WHY HAS MY ORDER BEEN CANCELLED?

It is our policy to fulfil all our orders, but sometimes we run out of stock; particularly during busy times like sales or special occasions.

In this case we will always contact you by phone and followed by an email to confirm this in writing, explaining why the order has been cancelled. We will send you an email confirmation so please check your mailbox. We will refund any payment taken for items cancelled within a few days.

Alternatively you can email us or call us on 02074860580 or 02079351120.

I HAVE RECEIVED THE WRONG ITEM OR SIZE

Please understand that occasionally mistakes can happen. If this has been the case we apologise and we will do our best to resolve the error as soon as possible.

Please contact our Customer Service with your order number, your name, your contact number, and a description of the incorrect items.

Delivery

STANDARD UK DELIVERY

UK Delivery (Any Size Any Order) - £3.49

Any orders placed before 6pm Monday to Friday will generally be dispatched on the next working day (subject to stock availability)

You will receive your delivery in 3-5 days by: Royal Mail, UK Mail or APC Couriers (depending on the weight of your order). If for any reason we are unable to dispatch your order we will contact you via e-mail or telephone.

CAN I TRACK MY ORDER?

You will receive a dispatch email confirming your order and in a few hours of posting your items, we will send you an email with a tracking code to track your order with our courier.

Depending on which delivery company we have used to send your order, click on the relevant company to track your order: Royal Mail, UK Mail or APC Couriers

Please allow the full delivery time (3-5 days) before contacting us.

Returns

WHAT DO I DO IF I WANT TO RETURN MY ORDER?

To process a return contact our customer services by using our ‘Contact Us’ form or you can email us or call us on 02074860580 or 02079351120. We will then contact you to approve your request and further information on the return will be given

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

Once we have received your order it will take us 3-5 days to process the return.

RETURNS POLICY

Click here to view our returns policy.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY EXCHANGE?

Once we have received your return, we will dispatch your exchange the next working day.

Contacting Us

I HAVE A COMPLAINT TO MAKE

To make a complaint you can use the Contact Us or email our customer service on enquiries@nvspharmacy.co.uk

WHAT ARE YOUR CUSTOMER SERVICE OPENING HOURS?

Monday to Friday: 8:30 – 6:30
Saturday: 9:30 – 4:30
Sunday and Bank holidays: Closed

HOW CAN I CONTACT YOU?

You can use the Contact Us Or email us on enquiries@nvspharmacy.co.uk Or Call us on 02074860580 or 02079351120

My Details/Account

I HAVE REQUESTED A NEW PASSWORD BUT I HAVE NOT RECEIVED IT YET?

A new password should only take a few minutes to arrive after it has been requested. If you have not received it yet, please try checking your junk mail box as it might have been caught by your spam filters.

If you are sure that you have given us the right email address and the password reminder is not in your junk mail, then please contact our Customer Services.

WHAT HAPPENS IF I HAVE FORGOTTEN MY PASSWORD?

You can reset your password by entering your email address on the Forgotten Your Password page. We will send you a link so that you can reset it. Remember your login and passwords are case sensitive.

DO I HAVE TO CREATE AN ACCOUNT TO SHOP WITH YOU?

No you do not, but we strongly advise that you do. Creating an account is really simple to do and once you are set up, you will be able to make purchases faster, save frequent addresses, and easily track your orders.

Ordering and payments

CAN I PLACE AN ORDER BY TELEPHONE?

Yes you can, call us on 02074860580 or 02079351120.

Our opening hours are:
Monday to Friday: 8:30 – 6:30
Saturday: 9:30 – 4:30
Sunday and Bank holidays: Closed

Due to large numbers of calls on our busy lines you may be put on hold or we may call you back. So if possible we suggest to our customers to order online or come in store.

HOW DO I USE A PROMOTION CODE?

Most promotions apply automatically at checkout. This is when no promotional code is given.

If you have a discount code or promotional coupon code, it has to be entered in the box, which states “Apply Coupon”. This will automatically update the checkout and redeem your discount.

WHAT PAYMENT METHODS CAN I USE?

We offer a variety of secure payment methods to make it easy for you:

  1. Card Payment (all major credit and debit cards: Visa, MasterCard, Switch, American Express, Maestro, Solo and Delta) - We use a secure 3rd party payment processing company called Eleven to securely process your payment details. During the checkout process you will enter your card details through their encrypted server, once your payment details are confirmed you will be redirected to back to NVS Pharmacy(Is this correct) for your order confirmation. Your card details will never be handled by us, we only get an encrypted token that allows us to see the last 4 card number digits to match your payment to your order.
  2. Log on to your own PayPal to securely pay for your products.
MY PAYMENT WILL NOT GO THROUGH?

If your payment is not going through, please try the following:

  1. Check to make sure that the details on your account are correct
  2. Make sure that you have entered the security code correctly. This is the three-digit code on the back of your card.
  3. Your card issuer may have declined your payment, but as they don’t tell us the reason for this you should probably check with them.

If you have tried all the above and still unsuccessful, try paying with another card.

If you are still having problems, you can place an order over the phone. Please contact our Customer Service on 02074860580 or 02079351120.

CAN I CANCEL MY ORDER?

If you would like to cancel your order, this should be done as soon as possible as we try and package your orders as early as possible. You can use the Contact Us Or email us on enquiries@nvspharmacy.co.uk Or Call us on 02074860580 or 02079351120

CAN I CHANGE THE DELIVERY ADDRESS?

If you would like to change your address this should be done as soon as possible as we try and package your orders as early as possible. You can use the Contact Us Or email us on enquiries@nvspharmacy.co.uk Or Call us on 02074860580 or 02079351120

CAN I ADD OR REMOVE A PRODUCT FROM MY ORDER?

If you would like to change your address this should be done as soon as possible as we try and package your orders as early as possible. You can use the Contact Us Or email us on enquiries@nvspharmacy.co.uk Or Call us on 02074860580 or 02079351120