Our FAQ section provides answers to our customers most frequently asked questions
Find all our FAQs below.
Create an Account
It is easy to register an account, and will only take a few minutes.
Simply click ‘Register’ on our homepage. If you enter your personal details and choose how you heard about us via the drop down list then click ‘REGISTER’ you will have created an account for yourself.
If you’re an existing customer you can login to your account by clicking ‘Login’ on our homepage. If you fill the fields with your username and password and click ‘LOG IN’, this will allow you access.
Trouble Logging In To Account
If you receive a message the email or password you entered is incorrect, follow the steps below:
- Make sure you are using the same email address and password you registered with.
- If you can’t remember your password click on the ‘Forgotten password’ link on the sign in page. A prompt will appear for you to enter your email address again. We will then send you an email with a link that will allow you to create a new password for your account.
Still can’t login?
Contact our Customer Service Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.
Don’t worry, we all forget our password from time to time!
If you can’t remember your password, or would just like to change it, you have the option to create a new password by clicking the ‘My Account’ link at the top of the page. If you then click ‘Account Settings’ you will see a heading ‘Click here if you want to change your password’. All you have to do is enter your new password twice. Don’t forget to click ‘Update’.
Not Receiving Emails
After you sign up and place an order, you should receive a variety of emails from us, which include Order and Return Confirmation emails and any responses from our Customer Service Team. There may be a number of reasons why you’re not getting these from us.
- Your email software may be marking our emails as junk mail. To stop this from happening, please add firstname.lastname@example.org and email@example.com emails to your address book.
- Make sure you typed in the correct email address when you signed up with us. Just sign in to your account to check this.
Not Receiving Newsletters
- Check that you’ve agreed to receive our newsletters and latest offer emails. You can do this by logging into your account and clicking ‘Account Settings’.
If after this you’re still having trouble, contact our Customer Service Team, giving as much detail as you can about the issue and we will try our best to help.
Unsubscribe From Newsletter/Emails
If you no longer wish to subscribe to Pharma Nord UK newsletters or emails you can unsubscribe to one or both.
- Update marketing preferences in ‘Account Settings’. You can access ‘Account Settings’ once you register and login.
- Click on the “unsubscribe” link in any email marketing communications which we might send you.
- Email us at firstname.lastname@example.org with “unsubscribe” in the heading.
Viewing Past Orders
You can view your orders by clicking the ‘Order Overiew’ link in our shop.
We're sorry to see you go - remember, your Pharma Nord account is free and enables you to shop easily without having to enter your details each time. Also, your Pharma Nord account offers regular newsletters and you're able to take advantage of the exclusive discounts and promos on site.
If you'd still like to deactivate your Pharma Nord account, please go to 'Account Settings' anc click on 'Close Account'.
Trouble Entering An Address On My Account
You can add, remove and update your address during the checkout process.
If you have any issues with your customer invoice that you’ve received from Pharma Nord, please contact us on (00 44) 01670 534 900 or via email email@example.com we can of course get this sorted for you.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. Please check the delivery notes for each part of your order to make sure you’re not missing anything.
If an item is missing, please contact our Customer Service team on (00 44) 01670 534 900 or email us at firstname.lastname@example.org with the order/invoice number and the missing item’s name and pack size.
We will resolve the issue for you as quickly as we can.
You can of course always place an order over the phone.
Please call us on 01670 534900 (Monday to Friday, 8am to 5pm excluding bank and public holidays) for help with completing your order.
Create an Account to Shop
It is simple to create an account with us to shop and it only takes a couple of minutes to do so! By creating an account this allows you to order easily without having to fill in your details every time you shop with us.
Wrong Item Received
We want to sort out any issues with incorrect products received straight away.
Please contact our Customer Team team on 01670 534 900 with your order/invoice number and the incorrect item’s name. We will look into this for you, and make sure the correct item is sent out to you as quickly as we can.
We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead so long as your order hasn’t already been dispatched. We recommend you contact us straight away should you wish to cancel your order.
You can cancel your order at any time before it is dispatched. To do this, please call 01670 534900 (Monday to Friday, 9am to 5pm excluding bank and public holidays) or email email@example.com
For any questions regarding your subscription please log in to your online account and select the Manage Subscriptions option from the My Account drop down menu at the top right of the screen, where you will find instructions.
Finding A Product
3 Easy Ways to Find A Product
- Do you know what you are looking for? If so type it into the ‘Search’ box at the top of the page, you can type in the name of the product or a related keyword.
- Browse via the category pages.
- Find all our products together in ‘All Products‘ page by scrolling down.
Shopping is easy and help and advice is always at hand!
More Product Information
At Pharma Nord we try to give you as much information as we can about all our products, including:
- Customer reviews
Product Out Of Stock
We will receive more stock of the product that is showing out of stock on the website. We cannot be more specific than what is said on the page. Sometimes an item will become unavailable after you have placed your order. If this happens, we will inform you via email.
If an item has been discontinued we will take it off the website when we have ran out of stock. We are always looking at improving your shopping experience so if this changes, we’ll let you know.
Rest assured that we are the manufacturer of Pharma Nord products. You will not get anymore genuine than us!
Your details are safe when ordering with us, in fact safer than its ever been.
Click here to find out more about how safe it is to shop with us online.
Entering Discount Codes
Once you put your products into the basket, there will be an option to enter discount codes. Make sure you enter your code exactly as you have it, without any spaces. Discount codes are case sensitive so please be careful. You can enter the discount/promo code by typing it or it may be best to copy and paste the code into the “Discount code” box and click “APPLY”. This will adjust the total price of your order for you.
NOTE: It is important to know that you will need to input your discount/promo code into the “discount code” box each time you order to receive your discount.
Forgot To Enter Discount Code
If you forgot to enter the discount code on the basket page don't worry!
You can also do this during the 'Checkout' process.
Applying For A Discount Code
We understand that our customers like to get their hands on a great deal from time to time. We’d suggest that you check out the website as we often have really great promos running where you can grab a steal.
Our discount codes can be sent to individuals and may be locked to those accounts only, as explained in the T&C’s.
Over 65 Discount
Are you or anyone in your household over the age of 65?
Simply email us at firstname.lastname@example.org and include the following information; name and date of birth. You will then receive a special discount code which can be entered every time you order.
How Can I Use My Discount/Promo Code?
Enter your discount/promo code in the box which states ‘Discount Code’ either within the ‘Basket’ or the 'Review & Pay' section upon checkout. Once you have entered the code, click on ‘Apply’. Your basket total should now show your new total including the discount or promotion.
Discount Terms & Conditions:
- Only one discount/promo code can be used per order.
- Non-Pharma Nord, special offer products and subscriptions are excluded from all discount and promotion codes.
- A discount code cannot be used after an order has been placed.
Discount Code Does Not Work
Sometimes our discount codes can be set to individual Pharma Nord accounts or you may receive a unique code. Please make sure you log in to your account first before you use the discount code.
Pharma Nord uses Barclaycard to process transactions. You can use any of the payment types listed below to pay for your order.
Pharma Nord also accepts payment via Paypal.
To pay with PayPal you’ll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it’s free.
As soon as your PayPal account is set up, proceed to checkout and select PayPal as the payment option.
Unfortunately, we are unable to accept Paypal as a method of payment for subscription orders.
Why Pay With PayPal?
- Safer: shop at thousands of websites without sharing your financial details.
- Faster: with no need to type in your card details, you can check out in a few clicks.
- Easier: all you need is an email address and password to pay online.
When Will I Be Charged?
If your card authorises payment will be taken immediately. You’ll then receive an email confirming that your order has been successful.
If your card does not authorise, payment will not be taken. You’ll then receive an email to let you know your bank or card issuer wouldn’t authorise the payment.
NOTE: Products you purchase on back order are still paid for up front at checkout.
Check over the card details once you have inputted them to make sure the information is correct, e.g. card type, expiry date and billing address (cardholder). Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
Your card issuer may decline your card – as they don’t tell us the reason for this, it’s best to check with them.
If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems, contact us via email in as much detail as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.
Product Price Change
As an online business and manufacturer our prices change in response to raw materials, stock and demand from customers. In this case we will not refund the difference.
We only accept UK sterling (GBP).
EU and ROW
If your payment card is registered with a different currency to the one you’re purchasing in, your bank will convert the price using their exchange rate. We provide a link to a currency converter, where you can estimate how much you are being charged.
All our prices are inclusive of VAT.
If you are non-exempt from VAT, at checkout section in ‘Billing and Shipping’ add an ‘Order Note’ of ‘EX-VAT’. When your order is processing we will refund you the VAT difference.