Before You Order
What if I cannot find the exact medicine or strength I need?
Contact support team and send us the medicine name, active ingredient, strength and dosage form. Include the manufacturer if you need a particular brand. Our team can help check the catalogue and available product information.
How do I provide a prescription?
Follow the prescription instructions displayed during checkout or contact support for assistance. A prescription should be clear, current and consistent with the medicine, strength and quantity requested.
What if the pack size or quantity is unclear?
Check whether the quantity refers to tablets, capsules, bottles, tubes or another unit. If anything is unclear, send support the product link and selected pack option to confirm what the order includes before paying.
Checkout and Payments
What should I do if payment is deducted but no order confirmation arrives?
Check your spam folder first. If the confirmation is missing, contact support team with the email used for the order, payment date, amount and transaction reference. Make sure you check with support before making another payment.
What if I appear to have paid twice for the same order?
Check your transaction history with your payment provider. Send support both transaction references, payment dates and amounts, together with your order number if available. These details will help the team review the payments.
What should I do if checkout is not working?
Check that all required fields are complete and your internet connection is working. If you have not submitted payment, try another browser. If the problem continues, contact support with the error message or a screenshot showing no payment credentials.
Delivery Help
Why have I received only part of my order?
Check your dispatch messages for another parcel or tracking number. If there is no explanation, contact support with your order number and the products and quantities received. Keep the packaging and take clear photographs of the contents.
What if tracking says delivered but I have not received my package?
Check the delivery notice and ask household members, reception staff or your building’s mailroom whether they accepted it. If the parcel is still missing, contact the carrier and KwickPharmacy with your tracking number and any carrier case reference.
How can I find the local carrier handling my parcel?
Open the carrier’s official tracking page and look for a delivery partner or local tracking number. These details may appear after the parcel is transferred. If the information is unclear, send your tracking number to support for assistance.
Order Documents and Follow-Up
How can I request an invoice or payment receipt?
Contact support with your order number and the email address used for the purchase. Specify whether you need an invoice, payment receipt or other order document so the team can check what is available.
How should I follow up on an unanswered enquiry?
Reply to your original email or message so the earlier details remain together. Include your order number, the date of your first enquiry and any new information. If you call, mention the existing enquiry so support can locate it.
How can I raise a complaint about my order?
Email info@kwickpharmacy.com with “Order complaint” and your order number in the subject line. Explain the issue and the outcome you are requesting. Include relevant photographs, tracking details or payment references to help the team review your concern.
Privacy and Account Security
How does KwickPharmacy use my personal information?
Personal information can be used to manage an account, process an order, verify a prescription or identity, arrange payment and shipping, provide updates, prevent fraud and deliver customer support. Further details are provided in the Privacy Policy.
How is prescription information handled?
Prescription documents and health-related information are treated as sensitive information. Access is limited to authorised personnel and service providers that require it for verification, order processing, support or legal compliance.
Is payment information stored by KwickPharmacy?
Payments can be processed by independent payment providers under their own privacy and security policies. KwickPharmacy can receive limited transaction information such as the payment method, status, confirmation details and transaction reference.
Medicine Safety After Delivery
What should I check when my medicine arrives?
Check the medicine name, active ingredient, strength, dosage form, manufacturer, quantity, packaging seal, batch or lot number and expiry date. Compare these details with the order and prescription where applicable.
How should medicines be stored?
Follow the storage instructions on the product packaging and patient leaflet. Requirements differ by medicine. Keep products in their original packaging and away from children, pets, excessive heat, moisture, direct sunlight and freezing where applicable.
What should I do with expired or unwanted medicine?
Do not use medicine after its expiry date and do not give unused prescription medicine to another person. Use a local medicine take-back programme, pharmacy service or disposal method recommended by the appropriate local authority.