FAQ

We’re a fully regulated and registered online pharmacy with over 10 years’ experience, our dispensing and dispatch facilities are located in Leicester, UK.

We provide homecare services for patients from clinics in the UK and are also able to supply medication for prescriptions from other countries within the EEA.

Our superintendent pharmacist is Sophia Suleman whose details can be verified on the GPhC website.
Learn more About Us.

Fertility2u has been providing fertility home care services for over 10 years, delivering most items within the next working day. We provide dispensing services for clinics in the UK and are also able to supply medication for prescriptions from other countries within the EEA.

We can dispense original or electronic prescriptions (sent directly from your clinic) from countries within the European Economic Area (EEA) and Switzerland.

We can accept legible prescriptions written in ENGLISH from the following countries:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the UK.

1. Your clinic will send us your prescription via secure email or through our electronic prescription portal.
2. All prescriptions must meet legal requirements set out by the GPhC.
3. Once your clinic has emailed your prescription and your order has been placed, we will ask your clinic to electronically sign your prescription allowing us to legally supply your items.
4. If we haven't worked with the prescribing doctor before, they will need to be validated before the order is placed/dispatched.
5. We are not affiliated with any clinic outside of the UK and we are not held responsible for any errors on prescriptions that require amendments. This includes any delays on retrieving a valid prescription.

If your prescription requires an amendment, for example if it is missing important information which we need to legally and safely dispense it in line with UK law, we will ask you to contact your clinic for this amendment.

All prescriptions must meet legal requirements set out by the GPhC.

Any amendments are the responsibility of the patient and we will no longer actively assist in these changes, instead we will ask the patient to contact the clinic and arrange the amendments themselves so this will allow them to be better informed on decision making.

We can deliver to any address in mainland UK*, please ensure there is someone there to accept the delivery. In some cases a signature may be required.

Currently we can only offer full day delivery slots between 8am-6pm.

All deliveries must be received by the named recipient or another authorised party, they cannot be left unattended or in a safe place

Deliveries can be made to a home or work address (Please note we cannot deliver to large institutions where deliveries are likely to be lost such as universities or hospitals)

*Deliveries to Northern Ireland, Scottish Highlands and offshore islands may take slightly longer, in most cases they are a 2-day service. We can advise on exact details when we arrange your delivery.

Read our shipping information for more details.

After your prescription has been received by our team, we will check it and process it according to your clinic’s instructions.

Next you will receive an email or text where you can access the secure patient portal to arrange your delivery for a convenient day and make any payment if necessary. You will be asked for your DOB in order to access this portal.

You will receive a text message close to your delivery date with a narrower delivery slot so you can arrange your day accordingly.

For medication required urgently, a member of the Personal Homecare Pharmacy Team will call to arrange delivery. If you require medication for the following day and have not heard from our team, please call us on 01827818321.

Please note all documents for your order must be electronically signed and completed by your clinic before 12pm, 1 working day before your expected delivery date. In the event the document has not been signed, a member of our team will contact you to rearrange a suitable delivery date.

If you have your tracking details which would have been sent to you after placing your order, you can track orders here.

Yes. Your medication is delivered in unmarked and secure packaging. All deliveries are made using discreet packaging so that the contents or sender details are unknown until the parcel has been opened.

1. For ambient (room temperature) medication, this will arrive in a black parcel or a brown box.
2. For cold chain (refrigerated) medication, this will arrive in a blue bag or white box.

All items that require refrigeration will be in refrigerated packaging or stored in refrigerated conditions by the courier.

The items will have a “Fridge sticker” on the bag and a “Keep Refrigerated” sticker on the outer packaging.

Always follow the temperature-specific storage instructions marked on the delivery invoice sent with the delivery.

It is important to open the contents of your cold chain parcels and store the medication inside a fridge between +2°C and +8°C. Never put your medication in the freezer and ensure your medication does not touch the sides or back of the fridge to avoid frost/moisture forming. Always keep medication or parcels away from heat sources or direct sunlight.

Where deliveries are made to a workplace, please ensure your parcels are stored correctly. Where deliveries arrive in refrigerated packaging, and you do not have access to a fridge, do not open the white box. Medication can be kept in the sealed white box until the end of the day.*

If they are delivered without refrigerated packaging, ensure they are stored in a fridge as afore mentioned.

*For deliveries made on a 2-day service (see "What are the delivery options section?"), the cold chain medication must be stored in a fridge as soon as you have received it and then stored in refrigerated packaging when transporting it to your home.

By UK law we cannot re-use medication once it has left our supervision, this applies to all medication that has left our premises. However, if you wish for us to dispose of your medication, you can post it to us at 9-11 High View Close, Leicester, LE4 9LJ or take it to your local pharmacy.

Some pharmacies may not be able to accept certain products such as sharps bins or needles. For these products, please contact your local council who can help you arrange the appropriate disposal of these items.

You can pay for your medication online by entering your credit or debit card details at checkout. This is a safe and secure system. If you prefer, you can call us on 01827 818 321 and make your payment over the phone with a member of our dedicated team. Please note we cannot accept any payments over the phone until we have received an email to [email protected] authorising a payment to be taken by a member of our customer services team.

If you have a large amount of medication on the prescription but do not require them all at the same time, we can hold on to the prescription and dispatch the medication to you at a later stage.

In most cases, deliveries are made between 8 am and 6 pm and a 2-hour time slot are provided by SMS on the day of delivery.

If you are not at home when delivery is made, our couriers will fail the delivery and it will not be able to delivered the same day. They will take your parcel back to the nearest hub and you will need to re-arrange another delivery date and time with us. In most cases the courier will charge us a re delivery fee which will need to be paid before it can be re-delivered.

We aim to respond to all email queries within 1 working day.

If you have an urgent query, call us on 01827 818 321, Monday to Friday 9:00 am to 5:00 pm.

Further contact details are available on our Contact Us page.

We should be informed of any incorrect orders or damaged medications within 24 hours of the date they are received. Should you come across such issues, please contact our customer service team straight away or call us on (+44) 01827 818 321.

We at Fertility2u.com aim to provide the highest possible standards of service to our customers and thrive to improve at every opportunity. We can appreciate that there may be times where you may want to share your feedback, suggestion or complaints. If, for any reason you are dissatisfied by our service please contact us where a manager will fully investigate the issue and you will receive a detailed response to your complaint. We focus on making improvements and therefore we will ensure a prompt response and a quick resolution to your complaint.

If you feel the issue you wish to complain about can be resolved with us please contact us and ask to speak to the Superintendent Pharmacist: Mrs Sophia Suleman

Alternatively, we also operate a complaints procedure as part of the NHS system of dealing with complaints. Our procedure meets national criteria & Our Pharmacist can give you further information.

You can also raise your concerns by getting in touch with regulatory bodies, such as the General Pharmaceutical Council. https://www.pharmacyregulation.org/content/how-do-i-make-complaint-about-pharmacy-or-pharmacist

Alternatively, please write to: Personal Homecare Pharmacy T/A Fertility2u Complaints Department 9-11 High View Close Hamilton Office Park Leicester LE4 9LJ

Click here for more information regarding complaints

Please see our dedicated page on how to dispose of your needles and sharps bins safely.