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Frequently Asked Questions

Usually your clinic will send us your prescription, via secure email.

However if you have your own private prescription from your clinic a scanned copy of the prescription may be emailed to us, but we cannot dispense and deliver to you from a scanned prescription we must hold the original prescription before we supply your medicines. This can be sent to us using Royal Mail.

Your medication can be delivered to any address in mainland UK; there must be someone there to receive and sign for the delivery. Deliveries can be made to either home or work addresses.

Deliveries to third parties must be authorised by the patient at the time of booking.

We can deliver to any part of mainland UK and to Jersey, Guernsey and the Isle of Man. We do not currently deliver overseas.

Once we have received, registered and checked your prescription The Stork Team will send a text message to your mobile phone with log in details so you can access our secure patient portal  to arrange your delivery. You will be asked for you post code and DOB. You will then be able to arrange a convenient day and time for your delivery. You will receive a text message the evening before your delivery is due giving you a 2-hour delivery slot so you can arrange your day accordingly.

However, if your medication is required urgently (next working day) then one of The Stork Team will contact you via telephone to arrange your next day delivery.

Where possible, we will use our own dedicated fleet of delivery vans to ensure you receive your delivery at a convenient time to your requested delivery address. Usually, you will receive a text message the evening before your planned delivery date with a two-hour delivery slot so you can manage your day accordingly.

All deliveries must be signed for by the patient or another authorised party, they cannot be left unattended or in a safe place.

*Deliveries to Northern Ireland, Scottish Highlands and offshore islands may take slightly longer. We can advise on exact details when we arrange your delivery.

If any of your items need to be stored in the refrigerator, these will arrive in separate packaging to your room temperature items. Cold-chain items can be easily identified as they will either arrive in a blue bag that states ‘STORE IN FRIDGE’ or they will be in a box with tape that states ‘URGENT REFRIGERATE ON RECEIPT’.

Cold-chain items should be unpacked from the box as soon as possible and placed in a refrigerator at a temperature between +2°C and +8°C. It is very important that the items are not frozen.

Should we need to use a third-party courier, your cold-chain items will arrive in a validated cold-chain box, which needs to be unpacked and refrigerated on receipt of delivery.

In certain circumstances, e.g. for deliveries to a work place, where it is not practical to place the items into a fridge straightaway, you should leave the items in the unopened cool box and unpack them when you get home. The items will remain at the correct temperature for up to 12 hours after delivery.

To maintain confidentiality your medication will be packed into plain packaging and will have no indication of its contents. If the parcel contains refrigerated items, this can be identified by one of the following:

  • It will arrive in a blue bag that states ‘STORE IN FRIDGE’
  • It will arrive in a box with tape that states ‘URGENT REFRIGERATE ON RECEIPT’
    • Once the box is opened, there will be a clear bag with a sticker that states:

‘Contains refrigerated item
On receipt remove from packaging and store in a fridge between +2°C and +8°C.
Do not freeze.’

For queries relating to your delivery, please call Stork on: 0800 077 8737

For queries relating to your treatment, please call the clinical team at your clinic.

UK legislation prevents us from accepting back for re-use any medication that has left our control. Therefore, we’re not able to offer refunds for the return of unwanted or unused medication. If you have any medicines needing disposal, please take them to your local pharmacy.

We will do all we can to ensure your medicines are dispensed and delivered to you accurately. However, if something does go wrong we would like to know about it so we can put it right. You can contact our Stork Pharmacy Customer Care team on 0800 077 8737. Or you can contact our quality department at

Our address is HealthNet Homecare, Unit 3 Ardane Park, Phoenix Avenue, Green Lane Industrial Estate, Featherstone, West Yorkshire WF7 6EP.

We can deliver to any part of the UK and to Jersey, Guernsey and the Isle of Man. We do not currently deliver to any other overseas address.

Yes, we can dispense original prescriptions from countries in the European Economic Area (EEA) and Switzerland.

We can accept prescriptions from the following countries:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the UK.

In addition to the usual UK requirements, prescriptions from the EEA must give the prescriber’s full first name, surname, professional qualifications and direct contact details including email address, telephone or fax, and work address. We’ll confirm the prescriber’s registration status before dispensing.

Legally, we can only dispense medicines with a UK product licence.