Frequently Asked Questions (FAQs)

About Live Well Nationwide

What is Live Well Nationwide?

We are a UK based online pharmacy which provides a huge range of over the counter medicines, skincare products and other health & beauty products. We provide a personal level of service and also offer NHS and Private Prescription services with free delivery all over the UK

Are you a genuine pharmacy?

Yes, we are fully registered and regulated by the GPhc and MHRA. Our superintendent Pharmacist Tayab Khurshid (2079549) is registered with GPhc council ad we only employ registered UK-based pharmacists.

Whats your company information?

Live Well Nationwide is registered with companies house as Live Well Nationwide Ltd (09435772). Our Address is 95 Trentham Road, Stoke-on-Trent, ST3 4EG


How do I cancel my order?

Please email us at [email protected] to inform us and we can get the orders cancelled for you. If order has been shipped we can set up a returns code for you to return item back for a full refund.

How long does it take for refunds to process?

We aim to process your refund  within 72 hours of receiving the goods. However, it can take up to 30 days to receive the refund via the original payment method.

How do I return my order to you?

Please send us an email at [email protected] and we will be able to provide you with your returns code. You have 14 days if you change your mind on a product.

Online Shopping, Deliveries

How do I speak to customer services?

You can speak to our friendly UK-based Customer Services team on 01782 310001. Our lines are open 9am – 5pm, Monday to Friday (excl. bank holidays and public holidays).

You can  also email the Customer Services team [email protected] 24 hours 7 days a week and some will get back to you in 24 hours(working hours).

Do I receive a receipt for my order?

Yes, once your order has been placed and dispatched you will receive a copy of your receipt.

How do I amend an existing order?

If you would like to amend or cancel your order please contact our Customer Care team in the first instance on 01782 310001. Please note; sadly we are unable to add any additional items to your order once it has been placed

How do I track my parcel?

Once your parcel has been dispatched we can provide you with your tracking information.Please email on [email protected] to get your tracking number.

Which Payment methods do you accept?

You can make a payment with Visa, Visa Debit, Visa Electron, MasterCard, Delta, Solo, JCB, UK Maestro/EDC Maestro, International Maestro American Express and PayPal. You can also make payment over the telephone on 01782 310001 between Monday – Friday 9am to 5pm.

What happens if I am not in when my order is delivered?

Depending on size of parcel it may be posted if it’s too large or if requires a signature will be taken back to the depot. You maybe able to re-arrange delivery or pick it up from the depot.

Prescription Medicines

Can I speak to a pharmacist?

Yes, our friendly pharmacists are available during our opening hours Monday – Friday 9am to  5pm (exc. bank holidays or public holidays).

What if I’m not home?

Depending on your order and if you have consented we can post through your letter box (depending on size of parcel). If its CD’s or Fridge items these will always require a signature

Do you deliver fridge items?

Yes, we provide a complete service including CD’s. However all CD’s and Fridge items would need to be signed for.

When will I receive my medication?

We normally say the process takes around 7 days from the time of ordering until you receive your medicines.

My Doctor isn’t set up for electronic prescriptions can I still use your service?

Call us on 01782 310001 and we will be able to set you up – depending on your GP surgery.

How much does the service cost?

Free to you as the patient including Free deliver (delivery is free to the NHS too!)