FAQ's

Online Purchases, Deliveries & Returns Frequently Asked Questions

How do I get in touch about a query?

You can contact our customer care team by calling us on 0 (+44) 800 587 9974 (Mon-Sat 8.30am – 5:30pm), or email sales@mistrys.co.uk

How can I check the status of my order?

You can check the status of your order by logging in to your online account, if you created one when you made your purchase. Once your order is dispatched we will update you with the tracking information. Alternatively, contact our customer care team with any queries you might have.

Will I get a receipt for my order?

Once your order has been placed you will receive an email confirming the details of your purchase, including the order number and the items purchased. Your package will also include a copy of your invoice, as well as contact details should there be any issues.

Can I cancel or return my order?

You can cancel your order if you contact us by phone or email before it is shipped. After your order has been shipped, you have 14 days after receiving it to notify us if you wish to return your order for whatever reason (30 days if the goods are faulty). We are unable to accept returns on medicines, or certain items such as hosiery, for hygiene reasons.

Which payment methods do you accept?

You can pay online using most major credit/debit cards (including American Express) or PayPal. Please note, prescription medication cannot be paid for using PayPal.

What happens if a product is out of stock?

We do our best to keep the stock levels shown online up to date. However sometimes there can be unexpected issues and we won’t have the stock to fulfil your order. In this instance, we will contact you straight away and offer you either an alternative or a full refund. Alternatively, if we know the item will be coming back into stock soon, and you are happy to wait, we will place your order on hold and ship it as soon as possible.

How and when will my order be delivered?

The majority of our parcels are shipped via Royal Mail 48 hour tracked delivery. If your order is over a certain weight limit or contains items or quantities restricted by Royal Mail (i.e. aerosols) then we will send it via a tracked courier service.

Are there other ways to place an order?

You can make an order via telephone and pay by credit/debit card over the phone.

Prescription Related FAQs

What kind of prescriptions do you accept?

We accept NHS prescriptions, and private prescriptions issued by an EU registered doctor (we cannot ship prescription medicines to countries outside of the European Union). We also accept veterinary prescriptions.

Why do I need to post you my prescription?

In order for us to legally dispense any prescription-only medication, we need your original, signed prescription. We will not process any prescription orders until we have received this.

Who is responsible for processing my prescription?

Your prescription order will be processed by our in store dispensary team, and checked by our GPhC registered pharmacist.

Can I speak to a pharmacist?

If you would like confidential advice from one of our pharmacy team, you can call us on 0800 587 9974 (Mon-Sat 8.30 am - 5:30 pm)

Other Account Related FAQs

How do I get discount off my first order?

You can get 10% off your first order by using the WELCOME10 code (not redeemable against prescription medicines). For more information visit Discount Codes

How can I collect points and earn discount off future orders?

To read about our loyalty scheme, click here.