FREQUENTLY ASKED QUESTIONS
HOW DO I CONTACT AVAIL GROUP UK?
For customer service enquiries:
Telephone: 01243 830650 (9am-5.30pm Monday to Friday)
Email: firstname.lastname@example.org | email@example.com
Post: Unit B Princes Drive, Coventry Road, Kenilworth, West Midlands, CV8 2FD
Live Chat: 9am-5.30pm Monday to Friday
WHAT INFORMATION IS REQUIRED TO REGISTER FOR AN ACCOUNT?
You will need to submit your basic details including a Contact name, Business Trading Name, Trading Address, Telephone Number and Email Address.
Care Home, Domiciliary Care Agency or Hospice: Registered Care providers address.
GP Practice: Valid GMC number.
Dental: Valid General Dentistry Council Number.
Pharmacy: Valid registered Pharmacy GPHC number.
Wholesale: A copy of your WDA licence and GDP certificate.
HOW LONG DOES IT TAKE TO REGISTER?
Registration is easy and only takes a few minutes!
WILL I BE ABLE TO ORDER STRAIGHT AWAY AFTER REGISTERING?
General Public: You will be able to begin ordering straightaway. Please note, registering as a member of the General Public will only allow you to view the appropriate items. You will not be able to purchase pharmacy only medicines from us.
Medical professionals: We will need to verify your details and complete the appropriate regulatory checks. You will then receive an email to confirm your new account details, and you will be able to then begin ordering.
WHAT HAPPENS IF I HAVE FORGOTTEN MY USERNAME/PASSWORD?
Your username is your email address.
Enter your email address on the login page and click ‘Forgot Password’. We will then send you a copy of your password. For security reasons we are unable to provide passwords via telephone or live chat.
CAN I CHANGE MY REGISTERED EMAIL ADDRESS?
You can change your email address, however, the account logon will continue to use the original email address.
HOW DO I UPDATE MY CONTACT DETAILS?
Your contact details can be updated once you have logged into your account portal.
HOW DO I PLACE AN ORDER?
Placing an order on our website is easy!
If you are a new customer, you will need to register for an account which allows you access to our customer ordering portal. Once we have completed our regulatory checks your account will be enabled.
If you are an existing customer, simply log in with your username/password. You are then ready to browse and add to your basket as needed.
If you have any questions or queries, then please contact our Customer Services Team via the contact details above.
CAN I SEND REPEAT ORDERS?
Yes! You can also save your favourite products and quickly add them to your basket.
WHERE ARE MY FAVOURITE'S SAVED?
Shopping lists can be created and viewed once you are logged into the customer portal area.
CAN I TRACK MY ORDER?
Tracking details will be sent to you via email/text message after placing an order. This is why it is important that we have your most current contact details on file.
CAN I AMEND OR CANCEL MY ORDER?
If you wish to amend or cancel your order, this is possible providing your order has not been despatched from our warehouse. We usually allow amendments to be placed up until 13.00pm, as any orders after this time may have been shipped.
HOW CAN I PAY FOR MY ORDER?
If you have a credit account with us, then you can select 'Pay on Account' at checkout. Alternatively, you can pay online using a credit or debit card.
Credit Accounts can be settled via BACS, cheque or card payment over the telephone.
HOW MUCH DOES DELIVERY COST?
Standard Next Day Tracked Delivery costs £6. We also offer Next Day Pre 12pm or Next Day Pre 10am, for urgent orders.
* Please note: all orders must be placed by 1pm to receive next day delivery.
WHAT IF MY ORDER HAS NOT ARRIVED?
Firstly, we advise you to check as to whether your item has been shipped. You should have received a tracking email/text message to confirm this.
You can also log into your account and click on ‘Order Status'.
If your order has been despatched from our warehouse, and you feel that it is overdue, then please contact our Customer Services Team via the contact details above and quote your order number.
WHAT IS YOUR RETURNS POLICY?
If you wish to return an item, please contact our Customer Services Team so that we can authorise your return.
Please report all returns to us no later than 3 working days from receipt of your order.
* Special obtain items, cold chain and face protection products are non-returnable, due to MHRA regulations and infection control *