Frequently Asked Questions
How do I send my private prescription?
We accept original paper private prescriptions by post only. Please send your prescription to:
VPR Pharmacy
41 Central Avenue
West Molesey
Surrey KT8 2QZ
We cannot dispense medicines from photocopies, scanned copies or emailed prescriptions unless permitted by current legislation.
How long does it take to dispense my prescription?
We aim to process and dispense valid prescriptions within 24 hours of receiving the original prescription, subject to all legal and clinical checks being completed and the medicine being available.
How will my medicines be delivered?
Your medicines are securely packaged and dispatched using an appropriate delivery service. Deliveries requiring a signature will be sent accordingly to help ensure your medicines reach you safely.
What happens if my medicine is unavailable?
If we are unable to supply your prescribed medicine, we will contact you and, where appropriate, your prescriber to discuss the available options.
Can I collect my medicines from the pharmacy?
Please contact us before visiting if you wish to discuss collection arrangements. Collection may be available by prior agreement.
Can I return my medicines?
For patient safety reasons, medicines cannot normally be returned for reuse or resale once they have left the pharmacy.
If you believe your medicines have been supplied in error or have arrived damaged, please contact us immediately.
What should I do if my parcel is delayed or lost?
If your medicines have not arrived within the expected delivery timeframe, please contact us by telephone or email. We will investigate the matter with the delivery provider and keep you informed.
What should I do if I experience side effects?
If you experience side effects or have concerns about your medicines, please contact your prescriber or our pharmacy team for advice.
In an emergency, call 999 immediately.
How do I make a complaint?
We are committed to providing a high-quality service. If you are dissatisfied with any aspect of our service, please contact us by telephone, email or post. Full details are available on our Complaints Procedure page.
How is my personal information protected?
We process your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please see our Privacy Policy and Privacy Notice for more information.
How can I contact VPR Pharmacy?
If you have any questions about these Terms & Conditions or our services, please contact:
VPR Pharmacy
41 Central Avenue
West Molesey
Surrey KT8 2QZ
Telephone: 020 8481 9740
Email: medicalcannabis@ipsspecials.com
Our opening hours are Monday to Friday, 9:00 am to 6:00 pm. We are closed on weekends and public holidays.