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FAQs

How do I cancel my order?

To cancel an order please contact our Customer Services team who will be happy to help.

Please briefly indicate why you would like to cancel the order. Once your order cancellation email is received we will cancel your order and send you a confirmation email of this.

Customers are advised that if the cancellation request isn't sent before the item is released for despatch then we will not be able to action the cancellation.

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Where do you deliver?

We deliver throughout the United Kingdom (including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles and The Scottish Islands). Customers are advised that express delivery is not available for orders from the Channel Islands.

Customers are also advised that we are unable to send aerosols or flammable products to Northern Ireland addresses.

Unfortunately we do not currently deliver overseas.

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I have attempted to enter my password and now my account has been suspended. What do I do?

More than 3 unsuccessful attempts will result in your account being temporarily suspended. If this happens please click on 'Forgot your password' link and submit your email address. Your password will be sent to you and your account will be re-instated.

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I have entered my username/password but it doesn't seem to be working?

Check the spelling of your email address as well as your password.

Passwords are also case sensitive.

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Can I change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online. We would be happy to cancel items if you no longer want something or cancel your whole order so that you can re-place it with the items you want to add if the order has not been released for packing.

Unfortunately we cannot add items to your order for security reasons.

Customers are advised for orders over £25 if items are removed and cause the order to be below the £25 limit, the delivery charge will be chargeable for that order.

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Can I amend the delivery option for my order?

As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.

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I have entered the incorrect shipping address, can this be changed?

You can change these details while you are placing your order.

Once an order is placed, unfortunately it cannot be amended online.

If your order has not yet been released for despatch, we may still be able to change your shipping address in time. Please contact us with the address details of your new shipping address and we will be able to advise you if this can be changed.

Please note that if your order has already been released for despatch, no changes can be made and we cannot be held liable for your parcel if it is sent to the incorrect address.

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My Superdrug promotion is not working?

For products that are on promotion, for example 'Buy one get one free' or '3 for 2' offers, you must also add the 'free' product to your basket (please note this excludes gift with purchases), as you would in store. The discount will then be calculated at the "checkout" page.

For promotions based on 'Buy one get one free', '3 for 2' etc., where you'll receive a free product. The discount is always calculated on the cheapest item(s) at checkout. For gift with purchases, for example a free gift with a selected fragrance, this item will be added to your order automatically at the packing stage.

While we try our best to make sure that our website has a substantial amount of stock, please note that all offers are subject to availability.

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The price of this product seems to be incorrect, what do I do?

Our Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them.

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Where we deliver

We deliver throughout the United Kingdom (including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles and The Scottish Islands) and BFPO (UK Only).

Delivery services

  • Standard Delivery: FREE on all orders £10 and over, £3 for all orders under £10 : Normally 3-5 working days
  • Express Delivery Next working day (order before 2pm): £5.50 Please note that no deliveries will be made on Easter Monday (21.04.14)
  • NEW FREE Collect in Store (available to pick up within 5 working days) Click here to find out more about Collect in Store

Please note the following:

  • Order cut-off for all delivery services is 2pm (UK time). Orders placed after 2pm will be treated, for the purposes of delivery, as having been placed the next working day.
  • Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 2pm on Friday will not be processed until Monday.
  • Delivery will be through Royal Mail or Parcel Force.
  • Larger deliveries may require a signature to confirm receipt. If a signature cannot be obtained, the carrier may ask a neighbour to sign for the delivery. Deliveries that require a signature will not be left if a signature cannot be obtained. If the carrier leaves the delivery with a neighbour or at your local post office, they will leave a card for you telling you where it is. You may, when placing your order online, specify a different delivery address than your payment address if that is more convenient for you.
  • All delivery timescales are approximate and subject to availability. The precise timing of a delivery cannot be specified.
  • Royal Mail will only deliver to BFPO address located in the UK.
  • We cannot ship orders containing aerosols or flammable products to BFPO addresses.
  • Customers are advised that Express Delivery is not available for BFPO, Channel Island or Isle of Wight orders

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Can I amend the delivery option for my order?

As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.

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Can I change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online. We would be happy to cancel items if you no longer want something or cancel your whole order so that you can re-place it with the items you want to add if the order has not been released for packing.

Unfortunately we cannot add items to your order for security reasons.

Customers are advised for orders over £25 if items are removed and cause the order to be below the £25 limit, the delivery charge will be chargeable for that order.

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I have entered the incorrect shipping address, can this be changed?

You can change these details while you are placing your order.

Once an order is placed, unfortunately it cannot be amended online.

If your order has not yet been released for despatch, we may still be able to change your shipping address in time. Please contact us with the address details of your new shipping address and we will be able to advise you if this can be changed.

Please note that if your order has already been released for despatch, no changes can be made and we cannot be held liable for your parcel if it is sent to the incorrect address.

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How do I cancel my order?

To cancel an order please contact our Customer Services team who will be happy to help.

Please briefly indicate why you would like to cancel the order. Once your order cancellation email is received we will cancel your order and send you a confirmation email of this.

Customers are advised that if the cancellation request isn't sent before the item is released for despatch then we will not be able to action the cancellation.

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My Superdrug promotion is not working

For products that are on promotion, for example 'Buy one get one free' or '3 for 2' offers, you must also add the 'free' product to your basket (please note this excludes gift with purchases), as you would in store. The discount will then be calculated at the "checkout" page.

For promotions based on 'Buy one get one free', '3 for 2' etc., where you'll receive a free product. The discount is always calculated on the cheapest item(s) at checkout. For gift with purchases, for example a free gift with a selected fragrance, this item will be added to your order automatically at the packing stage.

While we try our best to make sure that our website has a substantial amount of stock, please note that all offers are subject to availability.

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How do I enter my Promotion Code & Voucher?

Promotional codes and vouchers can be entered at the checkout stage by clicking the "enter promotional code" button.

Please ensure promotional codes and vouchers are entered as written on the offer. The promotional codes and vouchers are case sensitive.

Promotion codes & vouchers can not be used in conjunction with any other offers.

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I forgot to use my promotion code - can I add it?

Promotion codes do have to be entered at the time of placing the order. They cannot be added on after the order process has been completed.

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The checkout stage won't accept my card details, why is this?

Please ensure your card details are entered as written on your card. Our system will only accept numbers and characters.

Please ensure that when entering your card name, that you do not enter any punctuation, e.g. "." ">"

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I'm having trouble placing an order - can you help?

For technical assistance please contact us using our contact us form detailing the issues you are experiencing.

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Is it possible to get my product gift-wrapped?

Unfortunately this is not a service that Superdrug provide.

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Can I redeem my gift voucher/gift card online?

Unfortunately at the moment we are unable to accept gift vouchers/cards as methods of payment on our website. They can however, be redeemed in stores. To find your nearest store please use our store locator

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Can I buy gift cards/vouchers online?

Currently our gift cards and vouchers must be both purchased and redeemed in store. They cannot be bought online, and they cannot be redeemed on an online order.

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How do I enter my student/staff discount?

Unfortunately at the moment we are unable to accept student and staff discount on our website. However student and staff discount is still available in our Superdrug stores. To find your nearest store please use our store locator

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How do I remove or change the quantity of an item in my basket?

Please edit your basket by clicking on the words "view basket" which should be situated in the top right of your screen. This should take you to your shopping basket screen which will allow you to remove or change the quantity of items within your order.

Please ensure you click the "update basket" at the bottom of your screen to update any changes.

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When will an item be back in stock?

We receive regular deliveries and most items are back in stock within two weeks. Unfortunately our Customer Services team cannot give you a specific date for when the item will be available again, so please keep checking back on the site or click the "e-mail me when in stock" button.

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Are the prices on your website the same as in your stores?

Yes, we like to think of our website as one of our stores. The prices and offers will therefore be the same online and in store, subject to stock availability. However, we do hold special online only prices or in store only prices and these should be highlighted on our website and in our stores.

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The price of this product seems to be incorrect, what do I do?

Our Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them.

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What do I do if I can't find an item I'm looking for online - does that mean you don't sell it?

When you're searching for an item on Superdrug.com, you may occasionally find that your search does not return any results. Please check your spelling or the wording as we may not recognise spaces, etc.

However, this could also be because we do not stock that brand or product, unfortunately our website only currently stocks selected lines and it may therefore be correct that you are unable to find your favourite product online.

If the item you are looking for isn't online please contact us with the name of the product and your post code so that we can check if we have it, and confirm availability in your nearest store.

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Can I buy a product in bulk?

Superdrug sells products strictly as a retailer and not as wholesaler.

Orders for more than 12 units of any item (mulitbuy items included) could be classed a bulk sale and may be withheld and subsequently cancelled.

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Where do you deliver?

We deliver throughout the United Kingdom (including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles and The Scottish Islands). Customers are advised that express delivery is not available for orders from the Channel Islands.

Customers are also advised that we are unable to send aerosols or flammable products to Northern Ireland addresses.

Unfortunately we do not currently deliver overseas.

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Do you deliver to BFPO addresses?

Royal Mail will only deliver to BFPO address located in the UK. BFPO will not accept any orders containing aerosols or flammable products.

Customers are advised that Express Delivery is not available for BFPO orders.

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Do you deliver to PO Box addresses?

Unfortunately Superdrug are unable to deliver to PO Box addresses.

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Where we deliver

We deliver throughout the United Kingdom (including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles and The Scottish Islands) and BFPO (UK Only).

Delivery services

  • Standard Delivery: FREE on all orders £10 and over, £3 for all orders under £10 : Normally 3-5 working days
  • Express Delivery Next working day (order before 2pm): £5.50 Please note that no deliveries will be made on Easter Monday (21.04.14)
  • NEW FREE Collect in Store (available to pick up within 5 working days) Click here to find out more about Collect in Store

Please note the following:

  • Order cut-off for all delivery services is 2pm (UK time). Orders placed after 2pm will be treated, for the purposes of delivery, as having been placed the next working day.
  • Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 2pm on Friday will not be processed until Monday.
  • Delivery will be through Royal Mail or Parcel Force.
  • Larger deliveries may require a signature to confirm receipt. If a signature cannot be obtained, the carrier may ask a neighbour to sign for the delivery. Deliveries that require a signature will not be left if a signature cannot be obtained. If the carrier leaves the delivery with a neighbour or at your local post office, they will leave a card for you telling you where it is. You may, when placing your order online, specify a different delivery address than your payment address if that is more convenient for you.
  • All delivery timescales are approximate and subject to availability. The precise timing of a delivery cannot be specified.
  • Royal Mail will only deliver to BFPO address located in the UK.
  • We cannot ship orders containing aerosols or flammable products to BFPO addresses.
  • Customers are advised that Express Delivery is not available for BFPO, Channel Island or Isle of Wight orders

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Who do you use for delivery?

We coordinate with both Royal Mail and Parcel Force for our deliveries.

Royal Mail can be contacted via, www.royalmail.com or 0845 501 5726
Parcel Force can be contacted via www.parcelforce.com or 0844 800 4466

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Do you offer free delivery?

Free deliveries are available when you spend £25* or more in a single transaction and choose the "Standard Delivery" service.

* The free delivery offer applies to the Standard Delivery service only on orders of £25 or more (excluding delivery charge). The minimum order value to qualify for the free delivery offer may vary for promotional code offers. Customers are advised that the free delivery option will be applied after promotional discounts have been removed. For any orders that are below the £25 limit after discounts have been applied the normal £3.00 delivery charge will be applied.

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How do I track my order?

You will be able to track your order by visiting Your Account, signing in and clicking on Order History. We will also send you an email at each stage of the process, i.e. when the order is placed, when the payment has been authorised and then when the order has been despatched.

You are also able to use the Royal Mail and Parcel Force tracking services available on their website by using the tracking number you will be provided with on your "despatched" email. Their details can be found under "who do you use for delivery" FAQs.

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How do I find out what's happening with my delivery?

If you have not yet had a despatch confirmation email, please contact our Customer Services team who will be happy to help

If your order has been despatched and you are awaiting delivery please check with the relevant courier company. The details can be found under "who do you use for delivery" FAQs.

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What should I do if my order doesn't arrive on the expected delivery date?

We always endeavor to deliver your order as quickly as possible. As such, if your order hasn't arrived within 3-5 working days (Monday-Friday) of receiving your despatch confirmation email please contact our Customer Services team who will be happy to help.

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I haven't received all of my order?

Check your confirmation e-mail to see if all items were ordered

Check your despatch email to see if items have been cancelled. Occasionally when we pack your order some of the items may not be available. We don't want to delay the rest of your order so we'll cancel the out of stock item and despatch the rest to you. We will send you an email to update you. The paperwork for your order will show everything we've included and we'll only charge you for the items we send.

Check the paperwork included in your parcel as your order may be despatched in more than one parcel and arrive at different times (orders containing items despatched direct from the supplier for example).

Your despatch email and your 'My orders' area of the 'My Account' section of our website will also show the number of parcels we've sent.

Remove all packaging to confirm the item isn't hidden.

However, if the item is definitely missing contact our Customer Service team.

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What do I do if I receive a faulty item?

Superdrug is an authorised brand retailer for a huge range of products. As such we take the quality of the products we sell very seriously. If you have received a faulty item it can be returned by post using the pre paid label provided. Please see our section on "What is your returns procedure?" for further advice on returning your item.

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What do I do if I receive an incorrect item?

We have a number of checks in place to try and ensure the accuracy of the orders we send. If you have received an item which is different to that which you ordered please contact us immediately.

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An item has been removed from my order – why?

Unfortunately, from time to time our website will run out of stock and although we make all efforts to ensure this does not affect our customers, it may result in an item being removed from an order.

Any out of stock items will be removed from your order to prevent any delay and you will receive any necessary refunds for the removed item.

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Which Superdrug stores offer the order and collect service?

You can now choose from over 800 Superdrug stores to pick your order up from, using three easy steps when you check out.

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Is there a charge for my order to be delivered to a Superdrug store for collection?

This service is FREE, so there will be no additional charge for having your order delivered to one of our stores.

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How long does it take for my order to arrive in store for collection?

You order will be available for collection in your chosen Superdrug store within 5 working days of ordering. (Please be advised that this time excludes any delays caused by security and validation checks)

You will be sent 3 emails: Order Confirmation, Despatch Confirmation and Ready for Collection. Please wait for your ‘Ready for Collection’ e-mail, before heading down to your store. You will receive this mail within 5 working days after your Despatch Confirmation email.

If you have not received these emails as expected please do check your junk mail folder to ensure they have not accidently gone to that folder.

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What do I need to bring when I collect my order?

You will need to bring the following items with you:

  • Proof of purchase – a print out of your ‘Order Confirmation’ e-mail for this order.
  • Proof of ID – this could be any one of the following:
    • photo ID*
    • utilities bill
    • bank statement
    • the card used to pay for the order

* Accepted photo ID – passport, driving licence, freedom pass

If someone else will be collecting the order on your behalf they must bring the following:

        • A signed letter from you stating the full name of the person you are authorising to collect on your behalf.
        • Proof of purchase – a print out of your ‘Order Confirmation’ e-mail for this order.
        • Their ID
        • Your ID

Please be advised that items requested above must be provided before the goods can be released.

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How long are orders kept in store for collection?

Orders will be held in store for 21 days, after this time it will be returned to our warehouse and you will be refunded. (Please allow up to 30 days for this credit to appear on your account)

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What happens if I don’t pick up my order?

Orders will be held in store for 21 days, after this time it will be returned to our warehouse and you will be refunded. (Please allow up to 30 days for this credit to appear on your account)

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How do I return an item I collected from store for a refund?

If you are not entirely happy with the items in your order, you can return any unwanted items free of charge within 28 days from the date of receipt. Returned items must be unused and in their original packaging. In order to obtain a refund please return the items to us by free post. You will need to complete the returns form which was enclosed inside the parcel with your order. Attach the pre-paid returns label to the parcel with the items being returned and take it to the Post Office (we would recommend that you obtain a proof of postage receipt).

Refunds will be credited directly to your card or Paypal account; we will send you an e-mail to notify you when the refund has been processed, please allow up to 30 days for this credit to appear on your account,

Please be advised that all Beautycard points earned against any item(s) you return for a refund will be removed in accordance with the Beautycard terms and conditions.

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Can I return an item I collected from store back to the store?

Unfortunately we cannot refund these items in store. You can return any unwanted items to us by free post.

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What is your returns procedure?

You can return any unwanted items free of charge within 28 days of receipt, for a refund as long as they are unused and in their original packaging and condition.

Please note that Superdrug are unable to offer exchanges on our website. We are also unable to accept returns on items where there are health and safety or hygiene issues, for example, medicinal products.

Any Beauty Card points earned against any item(s) you return for a refund will be removed in accordance with the Beauty Card terms and conditions.

This does not affect your statutory rights.

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How do I return an item for a refund?

To return online purchases by Post

  • There is no need to telephone us if you are sending a return within 28 days.
  • Please fill out the section on the right-hand side of the 'Parcel Summary' form which is enclosed inside the parcel with your order.
  • enter the quantity of the items you are returning
  • and select a reason for return from one of the listed options.
  • Detach the pre-paid returns label from the 'Parcel Summary' and attach it to the parcel with the item(s) being returned by removing the adhesive backing.
  • Take the parcel to your local Post Office and we would recommend that you obtain a proof of postage receipt.
  • Keep the remaining section of the Parcel Summary which displays order details for your reference and quote your order reference specified there on all correspondence.

If you no longer have your Return Summary please click here

We regret that we are unable to refund your original shipping charges unless the return was a result of our error.

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To return online purchases to our Stores

Unfortunately all products bought from www.superdrug.com must be returned by post using the Freepost Returns Label found on the Parcel Summary that will have been included in the parcel in which your order was delivered. This is because some prices, products and offers are exclusive to www.superdrug.com and therefore we cannot process a refund in-store.

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What if I want to return items that are over 28 days old?

Except if a product is faulty, we will only accept returns over 28 days old if the item is an electrical appliance, for which you have a years guarantee with Superdrug. We recommend that you contact our Customer Relations Team for advice before doing so or if you have any other queries regarding items that are over the 28 day return period.

The above does not affect your statutory rights.

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How long does it take to get a refund?

We endeavour to process refunds for returned items within 14 days of receipt, an e-mail will be sent to you to let you know that returned item(s) has been received. When a refund has been processed your card or PayPal account will be credited and a 'Refund Confirmation' e-mail will be sent to you.

Please kindly allow up to 5 working days for this credit to appear on your account.

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How will my refund be processed?

Refunds are normally processed via Credit or Debit Card or Paypal depending on how you paid for your order. Refunds cannot be processed if your Credit or Debit card has expired. In these circumstances, please contact us and we would be happy to issue you with a cheque.

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How do I get a VAT Refund/Receipt?

The prices you see on the website are reflective of the VAT increase imposed by the Government on the 4th of January 2011 and will be the price you pay when you checkout.

Orders Shipped to the Channel Islands are entitled to a VAT refund upon request. This refund can only be processed after your order has been despatched. Please contact us to have this arranged.

VAT receipts are also available upon request.

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I have entered my username/password but it doesn't seem to be working?

Check the spelling of your email address as well as your password. Passwords are also case sensitive.

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I have attempted to enter my password and now my account has been suspended. What do I do?

More than 3 unsuccessful attempts will result in your account being temporarily suspended. If this happens please click on 'Forgot your password' link and submit your email address. Your password will be sent to you and your account will be re-instated.

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How do I change my account details?

Please use your e-mail address and password to sign in to your account. Once signed in you will be able to change your address details, password and e-mail address in your account settings.

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I no longer want to receive e-mails from you, how do I stop them?

Please use your e-mail address and password to sign in to your account.
Once signed in you will be able to change your "communication options" in your account settings.

Alternatively, on the e-mails you receive from Superdrug it will give you an option to "unsubscribe" this will then send us a request which will be processed for you.

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How do I change the card details you hold for me?

Please note that Superdrug do not hold any card details directly.

When placing your order you can click the "remember my card details for next time" button. This would need to be unchecked and changed when placing your next online order.

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I no longer need my account, how do I remove it?

Please contact our Customer Services team and advise them that you would like your account removed and they would be happy to assist.

Please ensure you have no items in your basket as you account cannot be removed whilst items are in your basket.

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