Below we have tried to provide answer to the most common questions asked.
Should you not find your question answered within this page or on the website - Please do not hesitate to contact us
How can we contact you?
- By Telephone 020 7935 4050
- By Fax 020 7486 1054
- By email firstname.lastname@example.org
- Using an enquiry form by clicking here
What is your Retail Pharmacy address?
35 Devonshire Street
What are the directions to your pharmacy?
Nearby tubes are Baker Street, Regents Park and Bond Street. There are many buses serving the area via Marylebone Road or Oxford Street.
Please use Journey Planner to help you get to Welbeck Pharmacy by public transport.
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What is your delivery time?
When products are in stock, they will be sent out via Royal Mail post and you will receive them within 1-2 days.
Fridge line items will be sent out for next day delivery before noon.
Please note, fridge line products are not sent out
on a Thursday or Friday.
How long does it take before a non-stock 'named-patient' medicine is delivered?
AProviding the MHRA allows importation and all criteria are met (patient name, doctor name, and any additional information
that may be required), usually it can take up to six weeks.
In some cases, where the situation is urgent, we can apply to have
this process accelerated, but there must be a genuine and very urgent clinical indication. This can minimise delivery time to
How long does it take to deliver a 'named patient' item that is in stock?
Depending on what delivery method you choose, it usually takes 1-2 working days.
Next day delivery is available but must be specified at time of ordering.
My order has not been delivered. Please advise?
If your items have not been delivered
- Please call our customer services department on 020 7935 4050 extension 204 and we will chase the order up for you
Can we collect our 'named-patient' order directly from your retail outlet?
As a matter of policy, 'named-patient' orders cannot be picked up from our retail pharmacy.
For security reasons we can only send goods to the business address specified at time of order.
How do you ship fridge line medicines like vaccines?
We take cold-chain supply very seriously.
All fridge line products are sent next-day delivery in specialised packaging with ice-packs.
How much does your delivery cost?
Standard delivery (1-2 days) cost is £3.50 + VAT for small goods.
Larger goods on standard delivery can cost £4.00 + VAT.
Next Day deliveries (must be specified at time of order) cost a minimum £6.50 + VAT.
Fridge line products cost a minimum £20 + VAT depending on weight.
What are your payment terms?
Unless you have a credit account you must pay in advance for any shipment by registering on this website and following the order procedure.
If you would like to apply for a 30-day credit account please complete this form here LINK LINK LINK.
Please note, credit applications may take 2-4 weeks.
What trade licences do Welbeck hold?
We have fully compliant import and wholesale licences WI/5031 and WL/5031 issued by the MHRA.
Can we return 'named patient' or other medicines?
Unless there is a product recall or the goods are damaged in any way, we can only accept returns for destruction.
We do not offer refunds for returned pharmaceuticals once they have left our premises unless they are recalls or are faulty/damaged.
What do we do if there is an adverse reaction to a medicine?
Record the adverse reaction and call us immediately on 020 7935 4050.
Why must we submit patient and doctor names in 'named patient' supply?
It is a pre-requisite in the supply of unlicenced medicines.
We must keep a track of where these medicines are going and who the prescribing doctor is.
The responsibility lies with the prescribing physician for requesting a particular unlicenced product, and he/she is therefore accountable.
What is a patient's clinical need or clinical indication?
Where an unlicenced medicine is required on occasion the MHRA state a condition of supply; a clinical need or clinical
indication is needed. In such cases you must provide (in addition to the patient's name and doctor's name) a genuine
reason why the unlicenced product is needed as opposed to the licenced version in the UK.
This must be a clinical need for that individual patient.
Infrequently we may require very specific information and we will notify you if this is necessary.