Welcome to the Allcures.com Help Desk. Below you will find all the information you need to know about the way in which we deal with your online purchases.

Do you ship to the USA?

At the moment, we DO NOT send orders to the USA. This is due to UK regulations with regards to medicines. Please email customer care for details on other countries.

With other countries we advise you to choose Special Delivery service as some items must be signed for. Customer care will contact you with postage surcharges if postage costs are more.

What is 3D secure

3D - Secure is a method to ensure that only you can use your credit card for online transactions. This is implemented by having a password associated with your card that only you and your bank know. During the checkout process you will be presented with a secure form (from your financial institution not Allcures PLC) asking you to enrol in the service or to enter your password. After successful completion of this stage, you are redirected back to our site for the completion of the transaction.

Points to note:-

• The 3d secure form is nothing to do with Allcures PLC even though it is framed by our site. This form is a direct encrypted connection between your financial institution's website and your web browser.
• We cannot and do not store your 3D Secure password, this is privileged information between you and your financial institution. The 3D secure method has been designed in such a way so that only you and your Bank know this password

My order was despatched but I have not received the goods yet?

We investigate each query with regards to missing goods.

If you choose Standard Service for delivery it may take between 4-5 working days due to Royal Mail. If you have not received your package within a week from despatch please contact Customer care with the following information:

• Name
• Invoice Number
• Date Despatched
• Type of Delivery
• Tracking Number (when available)

In many cases, the package has been attempted to be delivered, but no card was left for the customer by Royal Mail. It is always best to contact your local sorting office. If you have a tracking number you can either use the Royal Mail website or Interlink Express website for details.

My bank rejected the transaction (or prefulfillment check failed) though I know all the details were correct?

We investigate each individual case if contacted by customers.

We research why the transaction failed as there are many reasons this could happen. Two frequent reasons are;

1. Incorrect card address was given
2. 3D Secure 'times-out'

I have a duplicate order on you system what should I do?

If you do have a duplicate order Customer care will contact you to investigate.

We usually refund one of the postage costs if there was an error or refund any duplicate products unwanted.

Why do I need to fill in my medical history for certain items?

We want to ensure that you purchase the most appropriate medicine for the condition. Filling out your medical history and any medication you may take from your doctor will help our pharmacists offer you the best advice.

I bought a product from your site a few months back and it is not available now? Can I still get it from you?

Please contact Customer care. We will then investigate each query as products may come 'off-line' or be discontinued by the manufacturer.

I placed an order and received an email telling me the product is out of stock or discontinued, when will I get the product?

We try several wholesalers to obtain out of stock items. The moment the product(s) becomes available we ship it out to you. In many cases, Customer care will contact you on how you would like to proceed otherwise, you will receive a notice with your other goods.

If products are NOT available after two weeks we will refund your account.

Discontinued items will be credited to your account.

Can I pay by cheque or postal order?

Yes, we do accept cheques and postal orders. These should be made payable to Allcures Plc Please drop us a note indicating your Name and Delivery Address, together with the items you wish to purchase. Send your cheque or Postal order to

Allcures plc
Allcures House
Arisdale Avenue
South Ockendon
Essex
RM15 5TT

Please review Delivery Page for correct postage costs. Please note that orders paid by Postal Order will be processed immediately. However, we do have to wait 5 working days for a cheque to clear before dispatching the order.

Do I have to pay postage on my dispensed items?

On NHS items there is no charge for postage. For Private items dispensed there is a £2.50 postage charge.

Why can't I amend my order once I have been through the check-out?

When you place your order, your credit/debit card is pre-authorised by the bank. If the order is changed, in anyway, the card goes through the bank's pre-authorisation procedure again. To amend your order, please call us at Customer Care on: +44(0)1708 859750 or email: customercare@allcures.com

PLEASE NOTE:

Although Allcures do not deduct any money from your card account until the order is despatched; at the time of placing the order, your bank 'allocates' the total cost of the transaction. If you cancel the order, the bank can take up to ten working days to release the 'allocated' funds. If the order is cancelled and a new order generated, the bank 'allocates' the money a second time.If we are unable to supply a product, we will not amend your invoice, but your card account will be credited, once the order has been despatched.

Do you sell in bulk?

We do not sell in bulk as we are not a wholesaler. However, if you wish to purchase more than the 'maximum purchase level of 10 products' or 2 in the case of pharmacy products and are willing to pay the additional postage costs, we would be happy to discuss this with you. Please contact customercare@allcures.com or call on: +44(0)1708 859750. Please note that 'Pharmacy' products cannot be sold in bulk.

Why on certain products, can I order only two, when I need more?

The products that are limited to two per purchase, are Pharmacy products, and are limited for health and safety reasons. If you do need to purchase more than two, please contact our pharmacist at: pharmacist@allcures.com or 'phone: +44(0)1708 859750

Allcures.com Loyalty Points System Explained

At Allcures.com, we like to reward our customers, so for every pound you spend with us, you receive one loyalty point! When you first register with Allcures.com you receive 100 loyalty points as a 'thank you' for joining us. Each point is worth £0.01 and your points total, builds up, the more you spend at Allcures.com.

The number of points you have is displayed at the checkout, whenever you choose to make your purchase. This is where you can redeem your points and get money off! You can choose how many points you would like to use, and this is automatically deducted from the total cost of the goods in your basket.

So don't forget, the next time you shop with us, check out how many points you already have. Some products at Allcures.com also come with triple-points, so you could save even more!

Please Note: Due to pharmaceutical regulations, we are unable to offer loyalty points when purchasing Pharmacy products.

If you have any questions about the Allcures.com Loyalty Points scheme, just e-mail customercare@allcures.com with any queries you may have.