 faq faq cwadmin wed 8242022 642 faq delivery 1 how long will my order take to get to me  chemist warehouse will dispatch most orders within 12 business days monday to friday assuming all items are in stock all other orders will be dispatched as quickly as possible thereafter delivery times are reliant upon normal an post delivery times and vary depending on where you live please allow between 18 working days from the date of the order being shipped for metro areas our delivery time frame is 24 business days for regional areas our delivery time frame is 46 business days for remote locations our delivery time frame is 512 business days for international destinations our delivery time frame is 37 business days for more accurate delivery timeframes please visit our shipping link at the bottom of the page delivery times are an estimate only delivery time does not include any time parcels may spend in the destination countries customs service 2 what are the delivery options and prices  orders over 50 free shipping republic of ireland only an additional 1000 for express postage orders under 50 895 for shipping republic of ireland only an additional 1895 for express postage for international orders shipping costs are based on the weight of your order and the destination selected you will see the cost of your shipping in the cart after the destination has been selected which is automatically calculated 3 how can i track my order  during the fulfillment stage the status of your order will be updated in your account after your order has been dispatched an email will be sent to you with a link to track your order via an post in the event your order has not arrived within the estimated delivery date provided by an post please contact our customer service team here to follow up with an post directly 4 what happens if i am not at home when my order is delivered  chemist warehouse uses registered mail through an post to deliver all parcels in the event you are not at home to receive the parcel a card will be left detailing the nearest an post outlet where the parcel can be collected if your parcel has been redirected to the post office this will also show on your tracking number as awaiting collection at the nominated post office where it will remain for approximately 714 days 5how do i change my address when placing a new order  you can add items into your cart as normal and proceed to the checkout whilst in the secure checkout under the contact details underneath the address section there is a box preselected ship to the same address if you unselect this option you will be provided with additional space to fill in an alternative address fill in the details and continue as normal if you would like to permanently change your address on your account please contact our customer service team here and they will alter it please note that once your order has been dispatched we are unable to alter the address details 6 where can chemistwarehouseie send orders  at this stage we are only dispatching orders in the republic of ireland please email info chemistwarehouseie to request delivery is expanded to your country in the future 7 how can i have my order left at my premises  whilst in the secure checkout in the delivery method section you can select the option parcel to be left at the premises if no one is available to accept it an post will leave the parcel out of street view and out of the weather if these conditions cannot be met your order will be carded to the closest local an post outlet payment 1 how can i pay for my order  chemist warehouse online accepts payments via paypal visa or mastercard visa checkout please note that all international orders need to be paid via paypal 2 if i use a credit card to purchase my items can anyone else obtain my credit card details  no chemistwarehouseie is a secure site endorsed with the geotrust certificate this uses the latest encryption methods to ensure security of payment we do not see your credit card details when ordering online with all transactions performed by the banking institutions we do not store any credit card details under any circumstances 3 can i use a gift card voucher to pay for my order  chemist warehouse gift cards vouchers cannot be used for online ordering order enquiries 1 is my order confidential  all information collected by chemist warehouse is strictly confidential we do not provide this information to any other party for any purposes chemist warehouse staff are legally bound by conditions of employment to the confidentiality of your order and personal details 2 how do i cancel an order  the best way to cancel an order is by emailing info chemistwarehouseie and calling 1300 367 283 as soon as possible in most cases orders placed are dispatched within 1 business day when your order is placed you will have a 2 hour timeframe to manually cancel your order by logging into your account and requesting this through the cancel button beside that particular order number orders that are in fulfillment cannot in most cases be cancelled due to our system processing the order efficiently once your order is processed into this stage a cancellation will not be possible if you would like to cancel your order beyond this stage you can post the order back to our distribution centre at your own cost as long as the packaging is in its original condition a full refund less postage will be provided upon its receipt as outlined in our returns policy  prescription medications baby formula vitamins fragrances and other consumable products are unable to be refunded or returned once they have been dispatched 3 how can i track the progress of my order  you can track your order status during processing as well as delivery by logging online and clicking on your relevant order number the status will allow you to see the stage it is at if it has not yet been shipped and by pressing the track order button after it has been shipped you can see the latest information an post has on your order if for any reason you do not receive your tracking number or you believe there may be problems with your delivery please contact us here  4 what happens if i don t receive my confirmation email for my order  all orders placed through chemist warehouse will automatically receive a confirmation email if by any chance you do not receive this please send us an email here along with your relevant proof of payment 5 how can i change my address on my order  if you need to change your address on an order you have placed you will need to inform us immediately as orders process through our system rapidly please email us here with your updated address and we will endeavour to alter your order promptly 6 what do i do if something from my order is received damaged missing or not as ordered  whilst every effort is made to ensure this does not happen if the above has occurred you will need to contact out customer service team within 7 days of receiving your order here with any relevant photos and order number and we will assist you further 7 how can i get a copy of my tax invoice  a copy of your digital invoice is available from your account if your purchase was made on our website just follow the below instructions to obtain a copy of your invoice 1 go to wwwchemistwarehouseie 2 click your account on the top right side of the website 3 you will see all orders listed click the order you require an invoice 8 can i refund exchange products i ve ordered online  yes in most cases you are able to return items from your order in store please ensure you bring your tax invoice with you within 14 days of receiving your order alternatively you can post the item back to us and we will refund accordingly once the product arrives products we cannot accept returns for include medication baby formula vitamins fragrances and consumable products 9 how will my order be packed  orders will be packaged in plain boxes and unmarked for privacy and security they will also have packaging inserted to avoid movement in transit products catalogue 1 what does it mean by temporarily low stock online please try your local store when looking at products on your website  the above message means we are currently out of stock of the particular item and it cannot be ordered online at this time if you have a local store please contact them directly to query if they have the stock available alternatively you can contact our customer service team here and we will endeavour to locate the stock for you in our stores 2 why have i been initially charged for products that chemist warehouse could not supply  all orders must be paid in full before chemist warehouse will process them chemist warehouse stocks in store around 90 of products ordered and orders any other products please be advised we have seven distribution centers across republic of ireland the distribution centre that is responsible for your order may not always have every item listed on your order in stock in this instance we will send you an out of stock notification providing you with options on how to proceed with your order in some cases suppliers may discontinue stock of a product chemist warehouse are not always informed until after an order has been placed we are currently developing new systems to limit this problem in these cases the item is cancelled from the order and a refund is given via the payment method used when placing your order 3 can fragrances be returned for exchange or refund  no fragrances cannot be returned or exchanged in line with our returns policy so please choose carefully 4 can vitamins be returned for refund or exchange  no due to health regulations and in line with our returns policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises we always want to make sure that our customers have absolute confidence in every product they purchase this is especally the case in medicines vitamins and many other healthcare products it is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling we state in store and on our receipts medicines baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations this policy exists to protect customers 5 are all items listed in the chemist warehouse catalogue available on the website  we take care to stock all items inside each chemist warehouse catalogue on the chemist warehouse website unfortunately some items are too bulky have limited availability or unsafe to send through the post therefore we avoid listing them as not to disappoint customers who won t be able to receive them please note not all promotions and gift with purchases are available online and can only be obtained in store 6 do the chemist warehouse stores keep the same products as listed on the chemist warehouse website  a majority of products on the chemist warehouse website are kept at chemist warehouse stores and this can vary from store to store products that are only available on the website will state this in their product description not all products available in chemist warehouse stores can be supplied through the website products that are stored in the fridge and heavy or bulky items cannot always be supplied via the website 7 are the prices on the chemist warehouse website the same in stores  the prices are the same with the exception of onlineonly promotions and 2 for one offers please check with your local chemist warehouse store on the price and availability of products 8 how does the lowest price guaranteed offer work  at chemist warehouse if you find a cheaper price on the same item at another irish registered pharmacy or irish registered retailer we will match it and give you 10 off the difference the price matching policy is limited to the retail limit applicable or a maximum quantity of three of each product in store if you would like to price match in store please bring a catalogue from the other retailer containing valid proof of their price the discount will take place during the time you purchase the product in store and our staff may choose to contact the competitor to verify their price before granting the price match online if you would like to price match online please send us a direct link of the product on the competitors website it is being advertised on and your order number please note we require notification of your price match request within 24 hours of placing an order with us you will need to pay for your order in full however after your price match has been approved you will receive a refund for the matched price exclusions our price matching policy excludes international orders and offers that are exclusively online this policy cannot be applied to products at the other company if they are out of stock short dated on clearance or discontinued a part of a promotional offer eg buy one get one free purchases made through click and collect chemist warehouse reserves the right to deny any price matching claims if they do not meet the above criteria  9 what policy does chemist warehouse have in regards to expiry dates of products they supply  our policy is to supply products with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages as we have no control over expiry dates supplied from the manufacturer we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months supply of any product any orders in excess of 6 months supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates general 1 where is chemist warehouse located and can we purchase at chemist warehouse rather than through the internet  yes please click on store locations for a full list of stores 2 how can i change my online account details  if you wish to change your online account information eg name address please send these changes through to our customer service team here and they will update any information for you please note your username cannot be changed 3 why have the prices changed from what i saw previously  as we have regular monthly catalogues our prices change very regularly please note if you have placed items in your cart these prices are subject to change in conjunction with our catalogue commencement and they are not held at the listed prices past this time 4 can i order more than the quantity listed on the website  as we are a retail company we do not offer wholesale quantities in most cases an email can be sent through to our customer service team here for consideration of your request 5 there is no local chemist warehouse near me will one be opening in the future  chemist warehouse is constantly expanding and endeavours to accommodate for areas with increased demand and bustling areas if you would like to bring a location to our attention an email request can be sent through to our customer service team here  6 will my order include vat  all products listed on our website that incur vat will have this listed on your tax invoice which is included within all parcels sent if you do not receive this tax invoice an email request can be sent through to our customer service team here  7 what is chemist warehouse s privacy statement  our web server makes a record of your visit and logs the following information for statistical purposes the user s server address the user s top level domain name eg com gov au uk etc the date and time of the visit to the site the pages accessed and documents downloaded the referring site and the type of browser used no attempt will be made to identify users or their browsing activities except in the unlikely event of an investigation where a law enforcement agency may exercise a warrant to inspect the web server s logs chemist warehouse uses this information to improve our services and capabilities in operating our business for the consumer we do not sell provide or allow our information to be viewed by any other person other than those employed by chemist warehouse chemist warehouse will also forward order addresses onto an post in order for the successful delivery of the parcel 8 does chemist warehouse collect email addresses  chemist warehouse requires email addresses for correspondence in regards to orders placed and registration of users we do not use these emails for commercial use without prior consent please advise our customer service team if you no longer wish to receive our emailed correspondence 9 do i need to have cookies enabled to use the chemist warehouse web site  yes you must be able to accept session cookies for all functions on the chemist warehouse site to work faq delivery 1 how long will my order take to get to me  chemist warehouse will dispatch most orders within 12 business days monday to friday assuming all items are in stock all other orders will be dispatched as quickly as possible thereafter delivery times are reliant upon normal an post delivery times and vary depending on where you live please allow between 18 working days from the date of the order being shipped for metro areas our delivery time frame is 24 business days for regional areas our delivery time frame is 46 business days for remote locations our delivery time frame is 512 business days for international destinations our delivery time frame is 37 business days for more accurate delivery timeframes please visit our shipping link at the bottom of the page delivery times are an estimate only delivery time does not include any time parcels may spend in the destination countries customs service 2 what are the delivery options and prices  orders over 50 free shipping republic of ireland only an additional 1000 for express postage orders under 50 895 for shipping republic of ireland only an additional 1895 for express postage for international orders shipping costs are based on the weight of your order and the destination selected you will see the cost of your shipping in the cart after the destination has been selected which is automatically calculated 3 how can i track my order  during the fulfillment stage the status of your order will be updated in your account after your order has been dispatched an email will be sent to you with a link to track your order via an post in the event your order has not arrived within the estimated delivery date provided by an post please contact our customer service team here to follow up with an post directly 4 what happens if i am not at home when my order is delivered  chemist warehouse uses registered mail through an post to deliver all parcels in the event you are not at home to receive the parcel a card will be left detailing the nearest an post outlet where the parcel can be collected if your parcel has been redirected to the post office this will also show on your tracking number as awaiting collection at the nominated post office where it will remain for approximately 714 days 5how do i change my address when placing a new order  you can add items into your cart as normal and proceed to the checkout whilst in the secure checkout under the contact details underneath the address section there is a box preselected ship to the same address if you unselect this option you will be provided with additional space to fill in an alternative address fill in the details and continue as normal if you would like to permanently change your address on your account please contact our customer service team here and they will alter it please note that once your order has been dispatched we are unable to alter the address details 6 where can chemistwarehouseie send orders  at this stage we are only dispatching orders in the republic of ireland please email info chemistwarehouseie to request delivery is expanded to your country in the future 7 how can i have my order left at my premises  whilst in the secure checkout in the delivery method section you can select the option parcel to be left at the premises if no one is available to accept it an post will leave the parcel out of street view and out of the weather if these conditions cannot be met your order will be carded to the closest local an post outlet payment 1 how can i pay for my order  chemist warehouse online accepts payments via paypal visa or mastercard visa checkout please note that all international orders need to be paid via paypal 2 if i use a credit card to purchase my items can anyone else obtain my credit card details  no chemistwarehouseie is a secure site endorsed with the geotrust certificate this uses the latest encryption methods to ensure security of payment we do not see your credit card details when ordering online with all transactions performed by the banking institutions we do not store any credit card details under any circumstances 3 can i use a gift card voucher to pay for my order  chemist warehouse gift cards vouchers cannot be used for online ordering order enquiries 1 is my order confidential  all information collected by chemist warehouse is strictly confidential we do not provide this information to any other party for any purposes chemist warehouse staff are legally bound by conditions of employment to the confidentiality of your order and personal details 2 how do i cancel an order  the best way to cancel an order is by emailing info chemistwarehouseie and calling 1300 367 283 as soon as possible in most cases orders placed are dispatched within 1 business day when your order is placed you will have a 2 hour timeframe to manually cancel your order by logging into your account and requesting this through the cancel button beside that particular order number orders that are in fulfillment cannot in most cases be cancelled due to our system processing the order efficiently once your order is processed into this stage a cancellation will not be possible if you would like to cancel your order beyond this stage you can post the order back to our distribution centre at your own cost as long as the packaging is in its original condition a full refund less postage will be provided upon its receipt as outlined in our returns policy  prescription medications baby formula vitamins fragrances and other consumable products are unable to be refunded or returned once they have been dispatched 3 how can i track the progress of my order  you can track your order status during processing as well as delivery by logging online and clicking on your relevant order number the status will allow you to see the stage it is at if it has not yet been shipped and by pressing the track order button after it has been shipped you can see the latest information an post has on your order if for any reason you do not receive your tracking number or you believe there may be problems with your delivery please contact us here  4 what happens if i don t receive my confirmation email for my order  all orders placed through chemist warehouse will automatically receive a confirmation email if by any chance you do not receive this please send us an email here along with your relevant proof of payment 5 how can i change my address on my order  if you need to change your address on an order you have placed you will need to inform us immediately as orders process through our system rapidly please email us here with your updated address and we will endeavour to alter your order promptly 6 what do i do if something from my order is received damaged missing or not as ordered  whilst every effort is made to ensure this does not happen if the above has occurred you will need to contact out customer service team within 7 days of receiving your order here with any relevant photos and order number and we will assist you further 7 how can i get a copy of my tax invoice  a copy of your digital invoice is available from your account if your purchase was made on our website just follow the below instructions to obtain a copy of your invoice 1 go to wwwchemistwarehouseie 2 click your account on the top right side of the website 3 you will see all orders listed click the order you require an invoice 8 can i refund exchange products i ve ordered online  yes in most cases you are able to return items from your order in store please ensure you bring your tax invoice with you within 14 days of receiving your order alternatively you can post the item back to us and we will refund accordingly once the product arrives products we cannot accept returns for include medication baby formula vitamins fragrances and consumable products 9 how will my order be packed  orders will be packaged in plain boxes and unmarked for privacy and security they will also have packaging inserted to avoid movement in transit products catalogue 1 what does it mean by temporarily low stock online please try your local store when looking at products on your website  the above message means we are currently out of stock of the particular item and it cannot be ordered online at this time if you have a local store please contact them directly to query if they have the stock available alternatively you can contact our customer service team here and we will endeavour to locate the stock for you in our stores 2 why have i been initially charged for products that chemist warehouse could not supply  all orders must be paid in full before chemist warehouse will process them chemist warehouse stocks in store around 90 of products ordered and orders any other products please be advised we have seven distribution centers across republic of ireland the distribution centre that is responsible for your order may not always have every item listed on your order in stock in this instance we will send you an out of stock notification providing you with options on how to proceed with your order in some cases suppliers may discontinue stock of a product chemist warehouse are not always informed until after an order has been placed we are currently developing new systems to limit this problem in these cases the item is cancelled from the order and a refund is given via the payment method used when placing your order 3 can fragrances be returned for exchange or refund  no fragrances cannot be returned or exchanged in line with our returns policy so please choose carefully 4 can vitamins be returned for refund or exchange  no due to health regulations and in line with our returns policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises we always want to make sure that our customers have absolute confidence in every product they purchase this is especally the case in medicines vitamins and many other healthcare products it is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling we state in store and on our receipts medicines baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations this policy exists to protect customers 5 are all items listed in the chemist warehouse catalogue available on the website  we take care to stock all items inside each chemist warehouse catalogue on the chemist warehouse website unfortunately some items are too bulky have limited availability or unsafe to send through the post therefore we avoid listing them as not to disappoint customers who won t be able to receive them please note not all promotions and gift with purchases are available online and can only be obtained in store 6 do the chemist warehouse stores keep the same products as listed on the chemist warehouse website  a majority of products on the chemist warehouse website are kept at chemist warehouse stores and this can vary from store to store products that are only available on the website will state this in their product description not all products available in chemist warehouse stores can be supplied through the website products that are stored in the fridge and heavy or bulky items cannot always be supplied via the website 7 are the prices on the chemist warehouse website the same in stores  the prices are the same with the exception of onlineonly promotions and 2 for one offers please check with your local chemist warehouse store on the price and availability of products 8 how does the lowest price guaranteed offer work  at chemist warehouse if you find a cheaper price on the same item at another irish registered pharmacy or irish registered retailer we will match it and give you 10 off the difference the price matching policy is limited to the retail limit applicable or a maximum quantity of three of each product in store if you would like to price match in store please bring a catalogue from the other retailer containing valid proof of their price the discount will take place during the time you purchase the product in store and our staff may choose to contact the competitor to verify their price before granting the price match online if you would like to price match online please send us a direct link of the product on the competitors website it is being advertised on and your order number please note we require notification of your price match request within 24 hours of placing an order with us you will need to pay for your order in full however after your price match has been approved you will receive a refund for the matched price exclusions our price matching policy excludes international orders and offers that are exclusively online this policy cannot be applied to products at the other company if they are out of stock short dated on clearance or discontinued a part of a promotional offer eg buy one get one free purchases made through click and collect chemist warehouse reserves the right to deny any price matching claims if they do not meet the above criteria  9 what policy does chemist warehouse have in regards to expiry dates of products they supply  our policy is to supply products with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages as we have no control over expiry dates supplied from the manufacturer we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months supply of any product any orders in excess of 6 months supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates general 1 where is chemist warehouse located and can we purchase at chemist warehouse rather than through the internet  yes please click on store locations for a full list of stores 2 how can i change my online account details  if you wish to change your online account information eg name address please send these changes through to our customer service team here and they will update any information for you please note your username cannot be changed 3 why have the prices changed from what i saw previously  as we have regular monthly catalogues our prices change very regularly please note if you have placed items in your cart these prices are subject to change in conjunction with our catalogue commencement and they are not held at the listed prices past this time 4 can i order more than the quantity listed on the website  as we are a retail company we do not offer wholesale quantities in most cases an email can be sent through to our customer service team here for consideration of your request 5 there is no local chemist warehouse near me will one be opening in the future  chemist warehouse is constantly expanding and endeavours to accommodate for areas with increased demand and bustling areas if you would like to bring a location to our attention an email request can be sent through to our customer service team here  6 will my order include vat  all products listed on our website that incur vat will have this listed on your tax invoice which is included within all parcels sent if you do not receive this tax invoice an email request can be sent through to our customer service team here  7 what is chemist warehouse s privacy statement  our web server makes a record of your visit and logs the following information for statistical purposes the user s server address the user s top level domain name eg com gov au uk etc the date and time of the visit to the site the pages accessed and documents downloaded the referring site and the type of browser used no attempt will be made to identify users or their browsing activities except in the unlikely event of an investigation where a law enforcement agency may exercise a warrant to inspect the web server s logs chemist warehouse uses this information to improve our services and capabilities in operating our business for the consumer we do not sell provide or allow our information to be viewed by any other person other than those employed by chemist warehouse chemist warehouse will also forward order addresses onto an post in order for the successful delivery of the parcel 8 does chemist warehouse collect email addresses  chemist warehouse requires email addresses for correspondence in regards to orders placed and registration of users we do not use these emails for commercial use without prior consent please advise our customer service team if you no longer wish to receive our emailed correspondence 9 do i need to have cookies enabled to use the chemist warehouse web site  yes you must be able to accept session cookies for all functions on the chemist warehouse site to work  