1. Return of unwanted medication Letterboxpharmacy.com (XRP Health LTD) is a distant selling pharmacy (DSP) also known as online pharmacy. This means there are certain procedure and operation elements which need to be followed, such as patients not to visit the pharmacy in person to return unwanted medication.
Don’t worry, there are few ways you can return your unwanted medicine, below are suggestions which you may follow:
- You may return your medication to any high street pharmacy even if that pharmacy did not provide you with your medication. To find your local NHS community pharmacy, use the following link: find a pharmacy – NHS (www.nhs.uk).
- To return unwanted medication to our pharmacy you will need to phone the pharmacy first. Our team will then assess the most appropriate method for your return and provide you with additional information and support as required.
2. How to register exemptions from NHS charges
NHS Certificate:
A medical exemption certificate entitles you to a free NHS prescription. The NHSBSA lists medical conditions / ailments which may entitle you NHS exemption. Check the section who is entitled to get more information: use the following link: medical exemption certificates | NHSBSA.
If you believe you are entitled to a certificate because of your medical condition, speak to your GP or doctor who will give you an application form to apply for exemption.
Remember if you are under 16 or over 60, we will automatically apply the exemption. We may contact you directly to confirm when we receive your prescription.
Note: claiming prescriptions after your exemption expires, this may result in a penalty charge of up to £100.
Checking If You Have An Exemption From Paying NHS Cost:
To check if you have an exemption from paying NHS costs, the best place to look is the NHSBSA website. Use the following link: check if you have an exemption from paying NHS costs – NHSBSA
Not Exempt – Prepayment Certificate:
If you are not exempt from NHS prescriptions charges and you do pay for your medication. You may consider purchasing a prepayment certificate (PPCS). Please visit the following links to see if this scheme is suitable for you: NHS prescription prepayment certificates (PPCS) | NHSBSA.
How To Send Proof Of Exemption To The Pharmacy:
If you are under 16 or over 60, we will apply for the exemption automatically. All other exemptions, you will be requested to input exemption when registering for eps. Where the exemption is unclear, one of our pharmacy team members will ring / email you to clarify your exemption status, requesting details of your exemption type, certificate number and expiry date.
For further information and or guidance, please do not hesitate to contact us.
3. Procedure for Emergency supply
There may be times where you may need an emergency supply of your regular medications and you are unable to contact your GP, this is something we can try to help you with or signpost you to the right place. For more information on the routes of obtaining an emergency supply please give us a call and speak to one of our pharmacy team members.
If this request is out of business hours, please call NHS 111 for further guidance.
General Process:
- I have run out of my medications.
- I have tried to contact GP surgery / doctor to no outcome.
- Give us ‘The Pharmacy’ a call and we will try to support you or signpost you to the right place.
- In the instance of the pharmacy being closed, call NHS 111 for further guidance.
For more detailed explanation on the process please contact us directly
Please note any supply or no supply made by the pharmacist will be clinically assessed in accordance with their clinical judgement and regulatory requirement. Any non-supply will be notified to the patient and where appropriate signpost will be made. Schedule 1, 2 or 3 controlled drugs (except phenobarbitone or phenobarbitone sodium for epilepsy) cannot be supplied in an emergency.
4. Explanation of rules on non-face to face contact Letterboxpharmacy.com (XRP Health Ltd) is a distant selling pharmacy (DSP) also known as online pharmacy. This means there are certain procedure and operation elements which need to be followed, such as patients not visiting the pharmacy to receive essential pharmaceutical services such as returning unwanted medication or collecting dispensed medication from the pharmacy premises.
Don’t worry, this will not hinder you receiving the best pharmaceutical care. We are available over the phone or online. Just pick up the phone or fill in the ‘ask pharmacist’ section in the home page to reach out to our pharmacist team.
We are registered with the general pharmaceutical council (GPhC) which means our pharmacist and the premises from which we dispense from are all registered. There is guidance gov. UK website. The National Health Service (Pharmaceutical And Local Pharmaceutical Services) Regulations 2013 (Legislation.Gov.Uk)
For more information on the services, how and what we provide as a business, please have a look at our practice leaflet and terms and conditions. Links can be found from the home page.
5.Annual patient survey
Letterboxpharmacy.com (XRP Health LTD) is always striving for excellence and therefore your feedback is important and valued. One way we do this is by participating in an annual patient survey. If you can kindly complete this questionnaire.
The survey will be sent out to our service users once a year either electronically or by post. If you haven’t received one and require access, please email [email protected]
6. Patient information leaflet
Knowing about your medication and side effects is important. Medications that are supplied by letterboxpharmacy.com you would have received some patient information leaflet (PIL). In the event of misplacing the leaflet, you can either give us a call and we will send one over to you or alternatively have a look at electronic medicine compendium (EMC) to download PIL home – electronic medicines compendium (EMC).
For more information or support, please contact LetterBoxPharmacy.com Team.
7. Practice Leaflet
1. Who Are We
We are “distance selling” or internet pharmacies. As an online pharmacy, letterboxpharmacy.com (XRP health ltd) offers a wide range of services for you and your family, wherever you live in England. Being a registered distance selling pharmacy (DSP), there are certain ways we can and can’t deliver our business, one of which is providing essential service such as receiving unwanted medication directly or handing out medication from the pharmacy premises. This means all essential services are provided in a non-face-to-face way, I.E. Telephone, website, delivery and email. For more information, contact our pharmacy teams.
We are registered with the general pharmaceutical council and have a pharmacist available throughout normal operating hours.
2. NHS Services
- 2.1 Dispensing
At letterboxpharmacy.com we dispense NHS prescriptions registered by the general pharmaceutical council (GPHC) which means we are accredited to provide such service. Delivery of medication is made anywhere in the UK, in which we provide and support information / advice on best supporting you with pharmaceutical care. However, it is important to understand as we are a distance selling pharmacy (DSP) you will be unable to collect the medication from our premises and your admission to our site will be rejected. XRP health ltd (trading name: letterboxpharmacy.com) practice leaflet our premises is governed by the GPHC principles and standards and therefore provide safe, clean, and professional service. Our pharmacy is well stocked allowing us to dispense your medication promptly and accurately. Dispensing of your medication can include repeat dispensing, electronic repeat dispensing and acute dispensing. - 2.2 Repeat Dispensing
As mentioned above, we do dispense NHS repeat dispensing prescriptions which are issued by your doctor. To get more information on how we can set this up, contact us directly. - 2.3 Medicine Containers
As an industry standard (community pharmacies and Distance Selling Pharmacies), all medications which are dispensed in containers will be in child-resistant containers. However, if you require this not to be, for example due to dexterity compromises, please let us know so we can provide alternatives. Please note, in all instances, medicines are to be kept out of the reach and sight of children. If you require safe measures and storage of medicine, please do not hesitate to contact us.
If you - 2.4 NHS Unwanted Medicines Service
Please contact us if you have any unwanted medicines that you need to return to the pharmacy where we will dispose of them safely. - 2.5 NHS Health Advice And Self-Care
The pharmacist and our trained assistants are available for advice on all medicines and minor ailments, information can be found on our website, allowing you to organise consultation via telephone or video call.
There is a section on the website giving information on how to best care for yourself and loved ones. Such information includes how to live a healthy life, for example, advice on how to stop smoking or healthy diets. If you want to find out more information, or trained staff and pharmacist can signpost and steer you to reputable resources or better still can organise a session through the digital platforms to discuss with you directly. - 2.6 Signposting
We can direct you to providers of services that we do not provide at our pharmacy. See the website or ask for details. - 2.7 Promotion Of Health Lifestyles
We can provide advice on how to make your lifestyle healthier and seek to identify ways that we can assist you to achieve healthier living. We also take part in Public Health Campaigns. - 2.8 Medicines Use Reviews
You can make an appointment with our pharmacist to discuss how you are getting on with your regular medicines. It will allow you to learn more about your medicines and ask any questions you may have, and if you are having difficulties taking your medicines our pharmacist may be able to assist. Ask for more details on this service. - 2.9 New Medicines Service
If you are prescribed a new medicine which is either for Hypertension (high blood pressure), Anticoagulation (blood thinning therapy), Asthma, or COPD (chronic obstructive pulmonary disease), for the first time, you are eligible for the new medicine service. The pharmacist can offer advice and help you through the first few weeks of treatment to ensure you get the most benefit from the medicine with additional lifestyle advice and support. - 2.10 Patient Medication Records
Our computer allows us to keep records of all your prescriptions dispensed by us. This helps us check for possible problems, such as reactions between medicines and will help us deal with any queries you may have. We comply with the Data Protection Act and the NHS code of practice on confidentiality. If you want to discuss the records we keep, please contact the pharmacy directly. - 2.11 We Provide The Above NHS Services On Behalf Of
NHS England PO Box 16738, Redditch, B97 9PT.
[email protected] 0300 311 22 33
3. Other Services
- 3.1 Medicines Sales
We keep a wide range of medicines and vitamins and mineral supplements and can give online / telephone advice on best use of these. - 3.2 Emergency Supplies
If you need one of your regular medicines in an emergency when you are unable to contact your doctor, we may be able to help. We must stress that this can only be done in genuine emergencies, and it may incur a charge. Please contact the Pharmacy for more details. Your doctor can also contact us to request an urgent supply of medicines for you. - 3.3 Comments, Suggestions, Complaints And Compliments
Our aim is to give the highest possible standard of service. We would like you to tell us what you think about the service we provide from this pharmacy. If you have any comments, suggestions or complaints, or would like to know more about the services we offer, please telephone or email us. There is a quick feedback box available at the bottom of the webpage. We welcome any general comments about the services we provide and any suggestions of ways in which we can improve our services to you. We operate a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Our Pharmacist / Complaints Manager will give you further information. You can also complain directly to NHS England (see section 2.11). Our staff work hard to provide you with the best possible service. Please treat them with the courtesy and respect they deserve. The pharmacy is not obliged to serve violent or abusive customers. - 3.4 Pharmacy Services
This is a distance selling pharmacy and therefore not open to the public to visit in person for NHS essential services. All our services are provided online, by phone, by video, or by post.
The Pharmacist is available Mon-Fri, 9am- 6pm. The Web site is accessible 24/7. - 3.5 OPENING HOURS
Monday – Friday 9am to 6pm
When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life threatening situation, contact NHS 111, by calling 111.
Information can also be accessed at www.nhs.uk. - 3.6 Our Pharmacy Setting
Pharmacy owner: XRP Health Ltd
Owners name: H.Khatun
Premises address and Main office : 20 Spelman Street, London, E1 5LQ
Telephone number : 0207 377 0727
Email: [email protected]Trading name: LetterBoxPharmacy.com.
Superintendent: Shafia Khatun, GPHC Registration number: 2069539
Our pharmacist: This will be published on the home page with their GPHC registration number - 3.7 How To Register Or Nominate With Us
Simple way is to fill in the registration form in the home page, alternatively call or email us with your details.
If you require a physical version of this practice leaflet, please contact us and we will put one in the post for you.
8. Delivery and return
| SERVICE | EXPECTED ARRIVAL | FLAT FEE |
| Royal Mail Tracked 48™ | Usually takes between 2-4 working days, including Saturdays. Can rarely take up to 5 working days. | £ 3.50 |
| Royal Mail Tracked 24™ | 1-3 day tracked service. Usually arrives next day*, including Saturdays. | £ 4.99 |
| Royal Mail Special Delivery by 1pm™ | Guaranteed by next working day before 1pm | £ 7.50 |
Discreet Delivery:
All packages are delivered in white or brown discreet unbranded packaging without any mention of LetterBoxPharmacy.com. Our fully tracked service lets you check where your medication is at each step of your order. A signature is required only for Special Delivery items.
Please be aware that issues with verifying you are over the age of 18 or any queries our clinicians might have about your medication can lead to delays in delivery. We will always get in touch as soon as possible if this is the case.
Our online pharmacy and prescription service is only available to individuals in England, Scotland and Wales.
*Please keep in mind only orders placed before 12:00 pm on normal weekdays are dispatched on the same day. This is to give our clinicians and pharmacy staff enough time to check over the answers to your health questionnaire and issue and pack your medication before it is collected by the Royal Mail. The Royal Mail collects our orders at 3.30 pm.
Refund Policy:
We cannot accept returns of prescription and over-the-counter (OTC) medication. This is for safety reasons. Any unwanted or unused medication should be taken to a local pharmacy to be disposed of.
Because of this, we are unable to offer refunds for medicines that have been shipped to you. For prescription-only-medicine (POM) orders you wish to cancel, you must let us know before our prescribers approve the prescription to receive a refund.
For orders of non-medical products, you will have 14 days to change your mind about the product. This 14-day period starts from when you receive the product, or when the product is shipped in instalments, 14 days from the date of receiving the last instalment. Some non-medical products are exempt from this, such as sealed products which are not suitable for return.
In the event that a product is damaged or defective, or we have sent the wrong product to you we will accept returns on the product. We are unable to reimburse you for the cost of returning it to us. We will replace the product or issue a refund.
Your statutory rights are not affected. For more information, please contact one of our trained pharmacy teams.
