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Frequently Asked Questions

 
  1. I want to access My Account, but I can’t remember my password?
  2. I cannot find the product I want. What should I do?
  3. How much does delivery cost?
  4. How can I track my order?
  5. Can I amend or cancel my order?
  6. What is the returns policy?
  7. When can I expect to receive my order?
  8. How can I provide feedback?
  9. Why haven’t I received all of my order?
  10. What are the opening hours of the Galpharm Customer Service department?

 

Q. I want to access My Account, but I can’t remember my password?

A. If you have forgotten your password, please click on the Forgot Password link. Once clicked, an email will be sent to you with a unique link that will allow you to reset your password. If you continue to have problems please contact Customer Service via email customerservice@galpharm.co.uk or by telephone 01226 704743.

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Q. I cannot find the product I want. What should I do?

A. Galpharm regularly adds new products to our website; however, please contact Customer Service by email customerservice@galpharm.co.uk or telephone 01226 704743 and we will be happy to help find the product you are looking for. If the product you are looking for is not part of our product offering we will do our best to try and add these products at a later time should they fit into our new product development criteria.

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Q. How much does delivery cost?

A. Your order will be delivered by Royal Mail. First Class delivery is charged at £3.90 (typically 1 to 2 business days, non guaranteed). Royal Mail Second Class delivery is charged at £3.42 (typically 3 to 5 business days, non guaranteed). From time to time promotions may be available that offer free delivery.

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Q. How can I track my order?

A. Unfortunately tracking is not a service offered at this time. If you have not received your package within 14 days please contact Customer Service by telephone 01226 704743 or email customerservice@galpharm.co.uk

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Q. Can I amend or cancel my order?

A. Should you wish to amend or cancel your order please contact Customer Service either by email: customerservice@galpharm.co.uk or by telephone 01226 704743. Please refer to Delivery and Order Tracking and Terms and Conditions for further details.

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Q. What is the returns policy?

A. Unfortunately, you cannot return medicines or anything that has a hygiene seal that has been broken, unless you are returning them because they are damaged or faulty. Please review the Terms and Conditions and the Returns Policy for further details.

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Q. When can I expect to receive my order?

A. Delivery timescales are estimates only. Royal Mail First Class postage is typically next working day; however, this is not guaranteed. Royal Mail Second Class postage is typically 3 to 5 working days. If you have not received your order within 14 days of Order Confirmation please contact customerservice@galpharm.co.uk or by telephone 01226 704743.

We will aim to dispatch all accepted orders received prior to 11am on the same day. Orders received on Saturday or Sunday will be processed on the next business day.

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Q. How can I provide feedback?

A. Please email your comments to us at customerservice@galpharm.co.uk

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Q. Why haven’t I received all of my order?

A. If you received your order and it seems to be incorrect please refer to your Email Order Confirmation, which should contain the specific details and products that were purchased and intended to to be despatched with your order. Compare this with the Packing Slip included with your order. If you have checked all of the above and are satisfied the item is missing, please contact our customer service team who will be happy to help.

In the event that a product becomes out of stock we will do our best to notify you in advance and refund the cost of that product. If you receive your order and it is incomplete and you were NOT notified please contact Customer Service immediately. You may contact Customer Service via email customerservice@galpharm.co.uk or by telephone 01226 704743. Please refer to our Terms and Conditions for further details.

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Q. What are the opening hours of the Galpharm Customer Service department?

A. Customer Service is open 9.00am to 5.00pm Monday to Friday (except for Bank Holidays).


If you have checked all of the above and still have questions, please contact Cutsomer Service for assistance.