Healthxchange ePharmacy FAQs 

The Healthxchange ePharmacy has been designed to save you time. Creating orders in stages, allowing other users in your business to create orders on your behalf and be able to sign for prescriptions online make it quicker and easier than before. 

However we understand that you may have some questions or need some support using the new system. 

These FAQ’s should answer the most common questions we receive, but if you can’t find an answer here please feel free to contact us on orders@healthxchange.com and we will assist you in any way we can. 

You are able to access the ePharmacy from laptop, desktop, smartphone and tablets, and it has been designed to work on a number of different browsers, so anywhere you have an internet connection, you can access your account 24 hours a day, 7 days a week to place orders at a time that suits you.

Becoming a Healthxchange customer is quick and easy. To register, you'll need to be a registered healthcare professional (HCP) holding one of the qualifications listed on our registration page, and you must have a prescriber in place.

Simply complete our online registration form to see the full requirements and get started: Register here.

If you have any questions along the way, our New Accounts team is happy to help. Email NewAccounts@healthxchange.com or call 0208 135 7956.

Prescribers belonging to the GMC, GDC, NMC, GPhC and HCPC should not self-prescribe or prescribe for anyone with whom they have a close personal or emotional relationship, such as close family members, unless the following is met: (1) there is no other person available with the legal right to assess the individual and prescribe without a delay, or (2) emergency treatment is immediately necessary to avoid serious deterioration in health or serious harm.

Yes. Once your order has been dispatched a confirmation email containing tracking details will be sent to the account holder. You will also receive an SMS update if your order is being sent via our courier partner. Should you wish to opt out of receiving this SMS service please email orders@healthxchange.com.

VAT is applied to postal charges in direct proportion to the % value of the products within the order which are liable for VAT. This means delivery charges will incur VAT charged at the standard rate where the order contains stock items. For orders containing prescription items only, VAT will not be applied to the postal charge.

Sending products direct to your patient's door via the Healthxchange ePharmacy: delivery is direct to your patients within 1-2 days using a Next Working Day by 4pm UK tracked service. A postage charge of £5 applies, and Prescription Only Medicines dispensed to the patient are zero-rated for VAT.

How to order:

1. Log in to your Healthxchange ePharmacy account.
2. Click on Order Builder and start building your order.
3. Once you have selected your first product, choose Direct to Patient and enter your patient's details including the delivery address. Only one patient per order.
4. Search and continue adding products to the patient order — you may request more than one of each item as part of the patient's treatment, including topical products such as Viviscal. Please order carefully, as returns made in error will not be permitted.
5. At checkout, the Direct to Patient postal option (£5) will be pre-selected for all Direct to Patient deliveries.
6. Complete your order.

Delivery: goods are sent to the patient address within 1-2 days using a Next Working Day by 4pm UK tracked service, and no financial information is shared with the recipient on the enclosed dispatch note. Your patient may contact us for delivery tracking help or product quality queries on arrival; all other queries will be directed to you as their clinician.

Customers and patients do not have the right to return unwanted goods in exchange for a refund or replacement, and Direct to Patient orders are supplied entirely at the customer's risk. Terms and conditions apply — see our full terms and conditions. Healthxchange Group reserves the right to amend, withdraw or deny access to the service.

Log in to your ePharmacy account and click the 'Offers' tab at the top of the page to browse our current offers. You'll also see a pop-up whenever you add a product with an active offer to your basket, letting you know what's available on that item.

You can add patients to your account from the Patients tab, or alternatively add a new patient at the point of order by selecting Add New Patient in the order builder screen.

If you have lots of patients to add, you can upload a .csv file of your patient data — you'll find the Patient Import Template in the Patients section of ePharmacy. You can import or export your patient data at any time to make amendments easily.

Yes. Our ePharmacy allows a prescriber to be registered to a number of accounts. We will verify you against the relevant medical bodies as part of the approval process for each account, and you will have a unique username and password for each account you prescribe on.

Order cut-off times depend on the delivery option you choose:

• Next-day delivery (DPD/DHL): order before 4pm, Monday to Friday, for dispatch the same day.
• Next-day delivery (Royal Mail): order before 3pm, Monday to Friday, for dispatch the same day.
• Same-day delivery: order before 3pm. For requests after this time, contact customer services on 0330 995 7999 to see if it can still be accommodated.
• Saturday delivery: order before 4pm on Friday.
• Click & collect: order before 3pm (contact customer services if you need a later cut-off).
• Express direct-to-patient orders: order before 4pm for next-day dispatch.

Orders containing cold-chain products placed after 4pm on a Thursday won't be dispatched until the following Monday.

From your order history you can click the re-order button. This duplicates the order you wish to re-order and opens it in a new order page, retaining all the previous order information — prices and postage costs will be recalculated if needed. From there you can pay for the order and sign it as normal, and you're also able to add to the re-order if you wish.

Yes. As you create orders in the ePharmacy, your order history builds up over time, giving you a complete record of everything you've placed. From your order history you can view an order, action orders needing attention, re-order, and review previous orders. It also shows the status of any orders in progress, letting you know what stage they're at and what you need to do next, if anything.

We offer a range of delivery options to suit your needs, from standard delivery to next-day and same-day services:

• Next-day delivery – available via DPD, DHL, or our Direct to Patient Express service. Order before the daily cutoff (3–4pm on weekdays) for typical arrival the next working day, Monday to Friday.
• Standard delivery – delivered within 1–3 working days via DPD, DHL, Royal Mail Special Delivery (select postcodes), or our Direct to Patient standard service.
• Same-day delivery – order before 3pm and, subject to availability, your medication can be delivered the same day.
• Saturday delivery – available if your order is placed by 4pm the preceding Friday.
• Collection – order by 3pm to collect from one of our 3 UK locations: London, Manchester or Reading.
• Free delivery – orders over £400 (excluding VAT) qualify for free standard delivery via DPD, DHL, or Direct to Patient.

Placing an order on the ePharmacy is easy. Simply log in to your account and choose 'New Order'. You'll be asked whether you want to place a stock-only order or a mixed order for prescription and stock items — choose the option you need and start adding products.

If you're placing a mixed order, you can select a patient name from the drop-down and add the products you need for that patient, then choose another patient and repeat. Building your order this way means you only pay one set of postage charges.

Yes. While creating an order you'll notice it has certain statuses depending on where it is in the order process cycle. Once your order has been approved and dispatched, tracking and courier information are available by clicking the green target icon next to an order, or in the order summary. If you add your mobile number and email address to your order, you'll also receive direct text updates from the courier regarding your delivery.

Yes. The Healthxchange ePharmacy accepts all major credit and debit cards, and you can manage your cards from your account.

Yes, we accept Amex for all orders, so you can collect those valuable airmiles while placing your orders.