Lemonpill is an online pharmacy operated by Lemon Pill Ltd. This page explains how we arrange delivery of prescriptions and shop orders, what to do if something goes wrong, and the different return rules for medicines and other products.
Read this page alongside our Refund and Returns Policy and Terms and Conditions. Nothing on this page limits your statutory rights or our responsibility to supply medicines safely.
Delivery
How long will it take to receive my medication?
There are three stages to a prescription delivery: your prescriber issues the prescription, our pharmacy checks and dispenses it, and the delivery provider transports it to you. Sending a request to your GP does not mean that we have already received an authorised prescription.
Once we receive a valid prescription, we work to prepare your medicines promptly. We must complete the necessary clinical and legal checks, resolve any queries and obtain the prescribed stock before dispatch. We will explain the expected timescale when arranging your supply and tell you about a material delay.
Postal transit estimates normally run from dispatch, not from the date you request your prescription. We do not promise immediate dispensing or same-day, next-day or 48-hour delivery unless we expressly confirm that arrangement for your order. This does not change an agreed delivery deadline or your legal rights.
Request repeat prescriptions in good time, allowing for your prescriber’s processing time, dispensing and delivery, particularly before weekends, bank holidays or travel. Contact us before you run out if you are unsure when to reorder.
What if I need a medicine urgently?
Call 020 3866 6685 rather than relying on email or a routine online order. Tell us when your next dose is due and how much medicine you have left. We will assess whether we can arrange a timely supply or help you access an appropriate alternative.
Do not wait for a parcel if doing so could interrupt essential treatment. For urgent help when you cannot reach us or your GP, contact NHS 111 where available or your local urgent-care service. The NHS emergency-prescription guidance explains available options. For a life-threatening emergency, call 999.
Where do you deliver?
Our NHS distance-selling pharmacy service is available to patients throughout England, not only in Islington or the surrounding area. The delivery method is selected to suit the medicine, its storage requirements and the destination.
For delivery to Scotland, Wales, Northern Ireland, the Channel Islands or the Isle of Man, contact us before relying on a prescription delivery. We will confirm the applicable prescription arrangements and whether the requested supply and delivery can be provided. These enquiries are not a restriction on our NHS service within England.
The NHS Electronic Prescription Service (EPS) is not limited to England. Patients registered with an EPS-enabled GP practice in Wales can nominate a pharmacy in England. Contact us to check the arrangements for your prescription and destination; electronic transmission does not, by itself, confirm delivery availability.
For private prescriptions and shop purchases, available destinations and any restrictions will be explained before you order. Do not assume that we offer international medicine delivery.
Which delivery service will you use?
Delivery may be by a local driver, Royal Mail or another suitable delivery provider. Contact us to confirm local delivery arrangements for your address. The service chosen must be appropriate for the medicines or products being sent; a local delivery route does not limit access to our NHS service elsewhere in England.
We will explain the delivery arrangements, including any signature or recipient requirements. Where customer tracking is available, we will provide the relevant information. You can also contact our team for help checking the progress of your prescription or parcel.
For shop orders, the available delivery options, charges and estimated dispatch and transit times will be provided before you order.
How much does delivery cost?
Our NHS prescription delivery service within England is free. This is separate from any NHS prescription charge that you must pay unless you qualify for an exemption or have a valid prescription prepayment certificate.
For private prescriptions and shop orders, any delivery charge and the total price will be shown at checkout or agreed with you before you commit to payment. We will not add an undisclosed delivery charge after you have placed your order.
Do I need to be at home?
Some parcels can be delivered through a suitable letterbox, but this is not appropriate for every medicine, package or household. A larger parcel, a medicine needing special storage, or a delivery requiring a signature or identity check may need to be handed directly to you or an authorised recipient.
Tell us in advance about a nominated carer, neighbour or alternative delivery address. Any unattended or alternative delivery arrangement must be expressly agreed and assessed as safe for the particular medicine. A note to the courier alone does not override our medicine-safety requirements. Do not request delivery somewhere that exposes medicines to unsuitable temperatures, theft, children or pets.
How are refrigerated medicines and controlled drugs delivered?
These medicines need delivery arrangements appropriate to their storage, security and legal requirements. We will explain any direct-handover, signature or identification requirements that apply to your supply. They must not be redirected to an unattended location without our agreement.
For temperature-sensitive medicines, follow the storage instructions provided and store them appropriately as soon as they arrive. If delivery was delayed or you are concerned about the condition or temperature of the medicine, contact our pharmacist before using it. Keep the product and packaging while we assess the situation, unless we advise otherwise.
Can I change my address, or rearrange a missed delivery?
Check your address and contact details before ordering. Contact us promptly if they change; an update to your account may not change an order already being prepared or dispatched.
If you miss a delivery, follow the delivery notification and contact us where help is needed, especially for refrigerated or other time-sensitive medicines. We will assess the medicine’s condition and arrange an appropriate next step. Do not assume that a returned medicine can simply be posted again. A missed delivery does not automatically remove your legal rights.
What happens if my delivery is late or missing?
Contact us with your order or prescription reference. We will investigate with the delivery provider and help resolve the problem. Tell us immediately if the delay could interrupt treatment; you do not need to wait for the courier to declare a parcel lost before asking for clinical help.
Where we arrange delivery, we remain responsible for the goods until they are physically received by you or a person you nominate to receive them. Different rules can apply if you independently appoint a carrier that we did not offer. We do not treat dispatch alone as delivery or require you to pursue our courier instead of us.
For sales covered by the Consumer Rights Act 2015, delivery must be within the agreed period or, if none was agreed, without undue delay and within 30 days after the contract is made. This is not a target timescale for supplying urgent medicines.
You may be entitled to end the contract immediately if we refuse delivery or miss an essential deadline, or after we fail to deliver within an appropriate additional period you give us. Where you lawfully end the contract for non-delivery, we will refund the payments due without undue delay. A courier investigation does not override these rights.
Can I collect my NHS prescription from your premises?
No. Our NHS dispensing service operates at a distance, so prescriptions are not available for patient collection from our pharmacy premises. Please contact us to arrange delivery or discuss an alternative pharmacy if collection is necessary. Do not attend our premises to collect or return NHS medicines.
Returns and refunds
Can I cancel or return a prescription medicine?
Medicines supplied on prescription or under a prescriber’s directions are excluded from the usual 14-day distance-selling cancellation right under regulation 27 of the Consumer Contracts Regulations 2013.
Contact us immediately if you no longer need a prescription order. We will check whether it can be stopped before dispensing and explain any refund available. Once dispensed, we do not offer a voluntary change-of-mind refund simply because you no longer want the medicine or your treatment has changed.
Medicines returned after supply to a patient cannot be put back into dispensing stock for another patient, even if unopened. This does not remove your rights where medicines are wrong, damaged, faulty or not as described.
What if the medicine is wrong, damaged or appears unsafe?
Do not use the affected medicine until you have spoken to our pharmacist. Contact us promptly if the patient details, medicine or strength appear wrong, the packaging suggests tampering, an item is missing, or you are concerned about damage or storage during delivery.
Keep the medicine, dispensing label and packaging safely while we advise you. We may ask for photographs, a batch number or an expiry date where available. Do not post medicines back or dispose of them until we explain the appropriate arrangement. Tell us if you need an urgent replacement to avoid missing treatment.
We will investigate and arrange the remedy you are entitled to, including a safe replacement or refund where appropriate. We cover reasonable necessary return or collection costs where goods are faulty or incorrectly supplied. We do not impose a 24-hour or 48-hour reporting deadline that takes away your statutory rights.
What rights apply to faulty products?
Where the Consumer Rights Act 2015 applies, goods must be of satisfactory quality, fit for their agreed purpose and as described. You normally have a 30-day short-term right to reject faulty or otherwise non-conforming goods, subject to the statutory starting rules and any shorter period for goods reasonably expected to perish sooner.
Your rights do not end automatically after 30 days. Repair, replacement, a price reduction or a final right to reject may be available, depending on the circumstances. Any replacement medicine must be clinically appropriate and lawfully supplied. Opening a product before discovering a fault does not automatically remove these rights.
Can I return other shop products if I change my mind?
For eligible products bought online or by telephone, tell us you wish to cancel by the end of 14 days after the day you or your nominated recipient receives the goods. You then have a further 14 days after notifying us to send them back, unless we have agreed to collect them. For a single order arriving in separate parcels, the cancellation period normally starts after the last item arrives. A longer period applies where the law requires it.
Any clear cancellation statement by email, telephone or post is sufficient. You do not need our approval or a compulsory returns form. The optional form and full instructions are in our Refund and Returns Policy.
Legal exceptions include genuinely rapidly perishable goods, goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health-protection or hygiene reasons where the relevant seal has been broken. A product is not automatically excluded because it is sold by a pharmacy, is a supplement or has an expiry date. Opening an outer delivery box alone does not break a product’s hygiene seal.
How do I arrange a return, and who pays the postage?
Contact us for the correct return address and any safety instructions. Include your name, order reference and reasonable evidence of purchase; a paper receipt is not essential. Pack the goods securely and retain proof of posting. Original packaging is helpful, but is not an absolute condition of a statutory refund.
For a valid change-of-mind return, you pay the direct return-postage cost unless we agree otherwise or failed to tell you before purchase that you would be responsible. We meet reasonable necessary return costs for faulty, damaged or incorrectly supplied goods. Requesting return instructions does not replace a cancellation notice, and our handling of your request will not shorten your statutory deadlines.
How and when will I receive a refund?
Refunds use the original payment method unless you expressly agree otherwise, without a refund-processing fee. Discounted purchases have the same statutory rights as full-price purchases; refunds reflect the amount paid.
For a statutory cancellation of eligible goods, we refund without undue delay and within 14 days after receiving the goods back or evidence that you sent them back, whichever is earlier. Where no goods need returning or we have offered to collect them, we refund within 14 days after your cancellation notice.
For cancellation of a whole eligible order, we also refund the least expensive standard delivery charge. An extra amount paid for premium delivery need not be refunded. We may make a lawful, proportionate deduction for lost value caused by handling beyond what is reasonably necessary to inspect the goods, but not where we failed to provide the required cancellation information.
For goods rejected under your statutory rights because they are faulty or otherwise non-conforming, we refund without undue delay and within 14 days after agreeing that you are entitled to the refund. Contact us if an expected refund has not arrived.
Are NHS prescription charges refundable?
NHS prescription-charge refunds follow separate NHS rules. Returning an unwanted medicine does not, by itself, entitle you to a charge refund. Contact us about an incorrect charge, a dispensing error or a possible exemption-related refund, and see the NHS prescription-charge section of our Refund and Returns Policy.
How should I dispose of unwanted or expired medicines?
Contact our pharmacy team to arrange safe disposal. Returning a medicine for disposal is different from returning a product that qualifies for a refund. Do not place medicines in household waste or flush them down a sink or toilet. Needles and other sharps need a separate safe-disposal arrangement and must not be posted to us.
Contact our pharmacy team
For delivery questions, cancellations, returns or concerns about your medicines, contact:
Lemon Pill Ltd, trading as Lemonpill
Email: hello@lemonpill.com
Telephone: 020 3866 6685
Alternative telephone: 020 7916 0596
Pharmacy and correspondence address: Office 327, Omnibus House, Busworks, 39-41 North Road, London, N7 9DP, United Kingdom
GPhC pharmacy registration: 9012565
The address above is not an invitation to attend or an instruction to post medicines. Please agree the appropriate return or disposal arrangement with us first. You can also use our Contact Us page. For complaints, see our Complaints page.
Please provide enough information to identify your order, without sending full payment-card details or unnecessary medical information by email. Tell us about any communication or accessibility needs so we can help you use the service.