How can we help you?

Our frequently asked questions

We have put together some of the most frequently asked questions, all in one place, to help you use this website, as well as the Ashtons Online Ordering website to their fullest. Just click on an FAQ topic below and start browsing.

If you still need a hand, get in touch with the team. We’ll be happy to help.

Customer Service phone lines are available from 8am-5.30pm Mon–Fri and 8am-12pm on Saturday.

We also have an on-call service for Clinical Support from 5.30pm-10pm Mon–Fri, 12pm-10pm Saturday and 8am-10pm Sunday.

Product help

Get more information on product specifications, stock levels and help with looking for what you need.

Why can’t I see any prices?

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

There is a product I want to purchase that you don’t have on your website. Can you still get hold of it?

Possibly. Our Buying team have access to thousands of products on the market. Get in touch with your requirements and we will find out if it is possible.

I can’t find what I’m looking for. Can you help?

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.

Where do I find the product code for an item?

Product codes can be found on each product page of the website. You will also find a selection of product codes in our catalogue.

What does ‘prescription only’ mean?

Some medication and equipment can only be purchased with a prescription by a doctor. Please speak to your doctor or give us a call for further information.

How do I find out when an item I want is back in stock?

If the item is in stock it will show on the product, if the item says back order this means we do not currently have stock of this. If there is a purple triangle on the product you can select this and it may show more information. Please call our Customer Service team and they should be able to advise you on an expected delivery date if required.

Online ordering

Find out about everything from delivery times to payment options and product returns policies.

Ashtons Customer Services Team will be happy to help with further information on 0345 222 3550 or email customerservice@ahps.co.uk

When can I expect my goods to arrive?

That will depend on when your order was placed and if the items ordered are in stock, please contact Customer Service who will be able to advise you.

How can I track my order?

Please call the Customer Service team who will be able to check on the status of your order.

What happens if I order a product on back order?

If an item is on Back Order it confirms that the item is not within our pharmacy stock at that moment and cannot be shipped immediately.

We have stock lines that we do not hold onsite and request from our suppliers upon receipt of order. Depending on the item/supplier, it can be dispatched in as little as 2 days although some items can take longer.

It can also relate to an item for which there is a delay in supply therefore if you are ordering an item on a critical basis, please contact Customer service who can confirm the expected delivery date of the item.

I have made a mistake with my order. Can I change it?

That depends on when you placed your order. If we haven’t yet processed the items, we should be able to help you. Get in touch with our Customer Service team by phone as soon as you can.

There is something missing from my order. What should I do?

Firstly check that the dispatch note does not state that there is an item owing to you. If you are unsure please give our Customer Service team a call or send them a message.

My delivery is late. How do I find out what has happened?

We are sorry that your order has been delayed. It’s often worth checking with the main reception of your building to see if it has been delivered. Otherwise, get in touch with our Customer Service team who will happily look into it for you. If it has already been delivered, we should be able to advise who signed for this.

Where do you deliver?

We deliver to commercial properties to most parts of the UK.

I've not received a confirmation email. Has my order been accepted?

To see if your order has gone through, you can log in and check your order history section. If you can’t see your order, get in touch with our Customer Service team.

How do I return an item?

Please contact Ashtons Customer service within 48 hours of receiving the Product. In order to be able to accept an item for return, we must be able to receive it back at our Warehouse within 5 days of dispatch of the original order. If your request meets Ashtons Returns criteria, you will be provided with a Returns note. The item must be intact and contained within its original packaging and the Returns note must be added to the box. The item should be available for immediate collection at Reception. Ashtons will arrange collection of the item.

Which products are excluded from your returns policy?

Fridge items and special items ordered in especially for an order are non-returnable, the returns period is 5 working days for items not excluded.

Your account

Get help with your online account, including viewing previous orders and managing your Ward Lists.

How can I change my account address?

Please contact our customer support or finance team so that we can update our system.

How do I edit my account information, like address, phone number and email?

Please contact our customer support or finance team so that we can update our system.

Services help

Find out about the services that Ashtons offers to healthcare organisation across the United Kingdom.

What services do you offer hospitals?

We offer a comprehensive range of services for our hospitals which include expert medicines management advice, training for your staff, help with your regulatory compliance and product supply

What services do you offer doctor's surgeries?

We do not currently offer services to doctor’s surgeries, but if you would like to to arrange a meeting about how we might be able to help, please contact our Head of Sales, Graeme Whittaker. Please use our contact page to do this.

How do I find out more about your services?

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

I would like to arrange a meeting to discuss our needs. Who do I contact?

If you would like to arrange a meeting about how we might be able to help your hospital, please contact our Head of Sales, Graeme Whittaker. Please use our contact page to do this.

Technical Help

If you come across a technical issue when using our website, view our quick reference guide to get you back on track.

Why are images/pages not loading on your website?

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

Why can't I see any prices?

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

How do I log in to my account?

In the top right-hand corner of the 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.

Why am I having trouble viewing your website?

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.

Why am I getting an error message?

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.

How do I upgrade my browser?

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 Internet Explorer: Click the round gear symbol, About Internet Explorer and Install new versions automatically.

Upgrade Chrome: Click the 3 dot icon in the top right, Help, About Google Chrome and Install updates.

What is a cache?

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.

The Company

Do you have questions about our company, setting up an appointment or working for us? You’ll find all the answers here.

What are your opening hours?

Opening Hours are 8.30-17.30 Monday-Friday, 8.00-12.00 Saturday.

Can I visit your premises in person?

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

Who is your Superintendent Pharmacist?

Yachna Tak BSc (Pharm) MRPharmS. GPhC number: 2044856

I want to work for Ashtons. How do I apply for a job?

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.

I've sent you an email via the website. When will I hear back?

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