Our frequently asked questions

Only logged in account holders are able to see pricing. You need to either login to your account, or register for one.

Please contact our Customer Service team if we do not list the item you require on the website. Our procurement team may be able to source this item for you if it is something stocked by our approved suppliers.

Try using the search box in the top left hand corner of the page. You can search by Ashtons product code, part of a product name, brand, use or ingredient. You can also navigate through the categories. If you’re still having trouble, get in touch.

Product codes can be found on each product page of the website.

For all items now listed as "typically dispatched within 2-7 business days" (previously "back order"), please still place your order. While most products are dispatched within this timeframe, some may take up to 28 business days, and in rare cases, there may be longer-term supplier delays.

If your requirement is urgent, please email customer service who can advise the expected delivery date.

Longer lead times may apply for certain suppliers, special orders or where there is a product shortage in the market. Please contact customer service who will be able to confirm.

If you place an order prior to midday, we aim to dispatch stock items same day, via overnight delivery. We do not guarantee next day delivery, but the majority of orders will be received within this timeline. Our courier does not deliver Online orders at the weekend, so any orders placed after cut-off on Thursday, will be delivered the following Monday at the earliest. Orders placed after cut-off on Friday, will be delivered the following Tuesday, at the earliest.

If you require medication urgently, you may want to consider a same day courier in order to guarantee delivery. This is available at additional cost. Please contact Customer Service for a quote.

Any Owings will be dispatched when they arrive from our supplier.

If a product is ‘out of stock’ on our website, and you need help finding an alternative, please contact our customer service team.

One of our representatives will be able to help.

Please find the Guide to Ordering, saved in Live View. This is our step-by-step guide to ordering at Ashtons.

Whilst there is no live tracking available, if you wish to discuss an order you can contact our customer service team.

Items on the website labelled ‘in stock’ that are placed before 12pm cut-off time should be delivered on the next working day, but this is not guaranteed. If you wish to discuss an order you can contact our customer service team.

Please do not dispose of the item until you have spoken to Customer Service and they have advised next steps.

We request that you take photos of the item showing the damage and email them to us at customerservice@ashtons.com

Please note, we will be unable to consider a credit or replacement item without the product and/or photos.

If the broken item could cause injury and would not be safe to return, please ensure photos are taken prior to disposing of it.

Please contact our Customer Service team if we do not list the item you require on the website. Our procurement team may be able to source this item for you if it is something stocked by our approved suppliers.

Firstly, cross check the dispatch note against the items received within 24 hours of receipt, and check that it does not state there is an item owing to you. For any discrepancies in your order please contact our customer service team.

You can view all orders, both online and named patient, for all purchasers at your location by going into ‘Order History’. Just go to the ‘My account’ icon in the top right menu bar then choose the ‘order history’ button. By clicking on each order, full details of all products can be viewed.

It will depend on the status of your order. If it has reached our warehouse, we will not be able to make any changes. Please note, our Customer Service mailbox is not monitored after business hours or at the weekend so if you email us to cancel during this period, it will not be picked up until the next working day and the order may have already been processed.

If we cannot amend your order, please contact Customer Service once you have received your order to see whether or not the item can be returned.

In order to have an online ordering account, your manager or your visiting pharmacist will need to request access on your behalf. Please ask them to email customer service, and ensure their email signature is included, showing their status. Please include your name, email address, site location and ward you will be ordering for.

Please note, we ask that the request comes directly from a Manager, and this title appears in their email signature.

The system will automatically de-activate accounts which are not in use. If you are unable to log in to online ordering, where you have previously had access, please ask you manager to email customer service. Please include your name, email address and the ward you are ordering for so that we can reinstate your account.

Contact Customer service to confirm if the product can be Returned:

We must be able to receive the item back into our warehouse within 5 days (including weekends and Bank Holidays) of it being dispatched to meet MHRA regulations.

Items which cannot be returned:

- Fridge lines
- Controlled drugs
- Named patient medication
- Items ordered in specifically for you that we may be unable to return to our supplier

*** Please note this list is not exhaustive

If your item is approved for Return, Customer Service will email the required documentation and confirm the collection date and organise the courier to collect.

When an online order is placed, if the products are in stock, they are usually dispatched same day (for orders placed before midday) or the following working day for orders placed after midday.

Our Couriers cannot schedule a delivery on a specific day, or at a specific time.

Our Courier for online orders, delivers between 8am and 6pm, Monday – Friday. If your premises is closed when the courier attempts to delivery, they will reattempt the following day.

Our Online orders are delivered Monday – Friday only. If you require an urgent delivery, you can request delivery via a Same Day courier, however this will incur an additional cost. Please contact customer service for a quote.

Alternatively, if you place a Named Patient order on a pharmacy order form and email to rx@ashtons.com prior to midday on Friday, we aim to dispatch same day and dispatch via Parcel Force overnight delivery. Parcel Force deliver our Named Patient orders from Monday – Saturday. Please note, next day delivery is not guaranteed.

Schedule 2&3 Controlled drugs and ‘unlicensed’ medication cannot be ordered on the website. A prescribers’ signature is required when ordering these products therefore they need to be requested on a pharmacy order form and emailed to rx@ashtons.com. (The original document must be posted to Ashtons as soon as possible as we must retain the prescription as a legal requirement)

Try clearing your cache and cookies. If you are unsure, your IT department may be able to assist. You could also try an alternative browser which may resolve the issue. If this doesn’t work, please contact Customer service who may be able to assist.

Purchaser accounts must be specific and identifiable to an individual, with an email address that identifies the hospital or group they work for. That individual must have permission from an authorised manager to be able to order medication. This is as per Good Distribution Practice (GDP) regulations.

If a supplier advises they are unable to fulfil an order for a product you have purchased, we will initially try to source from an alternate supplier. In the event we cannot procure this item for you, the item will be cancelled from your order. We will send an email to the purchaser email address linked to that order, to advise. You will not be invoiced for any items which have not been dispatched.

Please contact Customer service if you require any changes such as a new ward, or a change to contact information.

A new delivery address may take up to a week to set up and we will require due diligence checks by our Quality team.

Please email customerservice@ashtons.com. The team will update your email address and reset your password. If you have moved sites or your access has been de-activated, we will require a new request to be sent from your manager.

In order to set you up at a new location, please ask your manager to email customer service to request access on your behalf. Please include your name, email address and the ward you will be ordering for and confirm the site you were previously ordering for so that we can remove it.

We offer a comprehensive range of services for a variety of different types of healthcare facilities including providing innovative HealthTech software solutions to help deliver better patient outcomes; expert medicines management advice; training for your staff; help with your regulatory compliance and product supply.

Ashtons provide a seamless solution to enhance the roles of pharmacists and pharmacy technicians within primary care. Working closely with GP practices, we help provide patients with better health outcomes, enhance medicines optimisation, and free up time for GPs to focus on patients that require their input.

If you would like to to arrange a meeting about how we might be able to help, please contact our Head of Primary Care Services, Irfan Mirza. Please use our contact page to do this.

We offer full information regarding our services, on this website. Please take a look at the services section.

If you would like to arrange a meeting about how we might be able to help your healthcare facility, please contact sales@ashtons.com

This might be down to your broadband download speeds. Try refreshing the page, logging in from a different location or checking your internet connection.

Only logged in account holders are able to see pricing. You need to either log in to your account or register for one.

In the top right-hand corner of our online ordering website, there will be a login button. Click that and you will be asked for your email address/username and password. If you forget your password, just select the ‘forgot password’ link and you will be able to reset it.

If you are trying to access the online ordering website from our main site (www.ashtons.com), just hover over the quick links button located in the top right of the screen - it will expand and show options for online ordering and also for our other services, Live View and e-Learning.

Sometimes this can be down to the browser version you are using. With all new websites and technology, over time old browsers stop being supported with updates. This can result in reduced security, as well as some website pages not displaying properly. Speak to your IT department for further advice on upgrading your browser.

A common type of error message is a 404. This means that the page you were trying to view does not exist or has been removed. If you get an error message while trying to add an item to your basket, or while completing an order, get in touch with us.

If your organisation has an IT department, you should first speak to them about upgrading your browser to the latest version. To find out if you have the latest version, you could use a Browser Check website.

Upgrade Microsoft Edge: Click the 3 dot icon in the top right, select ‘Help and Feedback', click on ‘About Microsoft Edge’ and it will automatically check for updates.

Upgrade Chrome: Click the 3 dot icon in the top right, select 'Help', then 'About Google Chrome' and install updates.

When you use the internet, files and the pages you visit are stored, making your online experience easier and faster. This is great, but it can sometimes mean that your browser displays old and updated pages and information. This is why it is important to clear your cache from time to time.

Opening hours 8.30 – 17:30 Monday – Friday

Clinical Support available from 17:30pm – 10pm Monday – Friday and 9am – 10pm Saturday and Sunday

If you would like to make an appointment please get in touch with us.

Martin England BPharm, MRPharmS, MBA. GPhC number: 2024342

Firstly, thank you for your interest in Ashtons! We’re always on the lookout for new talent in all aspects of our business. Take a look at our careers page and if you see something that interests you, get in touch.

We aim to get back to you as soon as possible. If your enquiry is urgent, give us a call.