Frequently Asked Questions

Welcome to Rowlands Shop!  We understand that you may have questions about our services, products, and policies. To make your shopping experience as smooth and convenient as possible, we've put together this Frequently Asked Questions (FAQ) section.

• What are my delivery options and costs?

  You have a couple of delivery options via our online shop:

  • Standard delivery is 3-5 working days, charged at £2.99 per order.
  • Next day delivery is delivered the next working delay.  You will need to place your order by 2pm the day before, and the charge for next day delivery is £4.99 per order.
  • Free standard delivery is available on orders £35 or over.

• How can I cancel my order?

  Please contact shop@rowlandspharmacy.co.uk for help with cancelling your order.

• I've ordered a pharmacy only medicine, what happens now?

  I've ordered a pharmacy only medicine, what happens now?

• Why do you need my ID?

  Verifying identification (ID) for an online pharmacy medicine order is essential for several reasons: 

  1. Regulatory Compliance:  As an online pharmacy, we must adhere to strict regulations and guidelines to ensure we deliver medication safely and ethically. Verifying ID helps us to comply with these legal requirements. 
  2. Age Verification:  Certain medications have age restrictions. Verifying ID helps us to ensure that you are legally eligible to purchase the medication. 
  3. Safety and Security:  Verifying identification helps protect against the illegal purchase of medications, reducing the risk of medication abuse or unauthorised access.

• What is your returns policy?

  Contact us directly at shop@rowlandspharmacy.co.uk and we can provide a return form with the return address. Please be aware that you pay for the postage for returned items.

• How will I know my order has been approved and is on the way?

  Once your order has been reviewed and approved by our pharmacist, you will receive a notification confirming approval.  We will then invite you to make payment for your order ready for dispatch and delivery to your home. 

• Why has my order been refused?

  There are various reasons why your order may have been refused. Our pharmacist will have deemed the product unsuitable based on the information you have provided in our questionnaire. Please contact us for at shop@rowlandspharmacy.co.uk any more queries about your order being refused.

• Can I order my prescription for home delivery aswell?

  Our online prescription service is currently through the Hey Pharmacist app, which allows you to order your NHS repeat prescriptions hassle-free.

• How is my order packaged?

  All orders are packaged in plain, discreet packaging and delivered via Royal Mail tracked delivery.

• I want to make a complaint

  If you have a complaint regarding your online ordering experience, please email us at shop@rowlandspharmacy.co.uk, and a member of our team will get back to you.

• The wrong item has been delivered

  Please contact us directly at shop@rowlandspharmacy.co.uk if the wrong item has been delivered and we will ensure the right item is delivered as soon as possible.