FAQs

Click & Collect allows you to shop online at your convenience, then collect your order from the store for no additional charge, at a time that suits you! You will receive an email when your order is ready for collection.

You can collect your order in store within 2 trading hours. And If you can’t come in straight away, your Click & Collect order will be held for up to 14 days from the date you receive your email collection notice.

Here’s how simple it is to shop via Click & Collect:

1. Visit our website
2. Shop by brand or category, and simply add products to your cart
3. Select Click & Collect as your delivery method
4. Relax and wait to be notified via email when your order is ready for collection
5. To collect your order in-store please proceed to the checkout located in store or alternatively advise a staff member that you are here to collect your order.

For security reasons, when collecting your order in-store please make sure you bring the following:

• Email confirmation of the order
• Photo ID: includes Drivers licence, passport, proof of age card, or government identification card

We want to get you your order as quickly as possible, so generally your order will be ready within 2 trading hours. We will send you a collection email when your order is ready.

You will receive an order confirmation email advising that your order is ready for collection.

Most of the products we stock or sell that are non-medicinal can be ordered using Click and Collect.

Certain products such as scheduled medicines and prescription medicines are not included in the Click and Collect service.

We are not able to accept an order that includes items for Click & Collect services as well as items for home delivery, so in these cases you will need to place two separate orders – one for collection and one for delivery.

Yes, all “Prescription Only Medicines” require a prescription from an Australian registered doctor before we can supply.

After purchasing a ‘Prescription Only Medicine’ you must email your electronic prescription to scripts@ecpharmacy.com.au and post the original prescription given to you by your doctor to: Erskineville Compounding Pharmacy, Park Sydney Village Mall T6B, 149 Mitchell Rd, Erskineville NSW 2043

In accordance with Australian regulations, we can only dispense prescription medicine on receipt of the original prescription written by an Australian registered medical practitioner. There are no exceptions, so if you will not be able to provide us with a prescription written by an Australian doctor please do not submit an order.

All prescriptions must be mailed in to us in order for us to dispense your medication, so after submitting your order online you will need to mail the prescription to us. We cannot dispense your medication until we have received it:

Erskineville Compounding Pharmacy, Park Sydney Village Mall T6B, 149 Mitchell Rd, Erskineville NSW 2043

Legislation in Australia deems that “Pharmacist Only Medication” requires personal counseling by a pharmacist on sale of the item. As an internet order pharmacy does not provide this, a prescription will enable a Pharmacist to provide appropriate counseling. In store shoppers at Erskineville Compoundin Pharmacy do not require a prescription.

A customer can place an order for “Pharmacist Only Medication” online or over the phone and receive direct counseling from a pharmacist that will allow the medication to be sent without a prescription. Please phone and ask to talk to one of our pharmacists on 02 7228 9230.

In store these products are kept in the Professional Service Area which is in view of the Pharmacist.

Online there is no Pharmacist present during the transaction; therefore we can only supply a limit of 1 per order.

This is in accordance with the Pharmacy Board of Australia.

Our policy lasts 7 days from when you receive your order. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return:

• You return the item within 7 days of purchase;
• You produce your original register receipt, online tax invoice or other adequate proof of purchase at the time you return the item;
• The item must not have been used or damaged in any way including that
  • It is in its original packaging including manuals, pamphlets and all accessories;
  • It is unopened, unused and in its original saleable condition
• The product is not one on which a change of mind return is not available (see below).

We will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

• Medicines (Prescribed or Over The Counter)
• Baby Formula
• Vitamin Supplements
• Consumable Products

Call us to discuss first before you request a return of your online purchase.
To return your product, you should mail your product to: Erskineville Compounding Pharmacy, Shop Shop T6b, 149 – 163 Mitchell Road, Erskineville NSW, 2043

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

In the case where you received free shipping for orders over $100, if your return brings the order below this amount, a shipping charge will be deducted from your refund.

To exchange an approved item, you must include a self-addressed prepaid satchel with your return so we may send you out the exchange item requested. We are not responsible for the cost of sending out an exchange item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Depending on the type of card used it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from are refunded back to the card used to make the purchase. Please note that refunds cannot be processed back to the card until the goods have been returned to our store.

We will dispatch most orders within 1-2 business days Monday to Friday assuming all items are in stock. All other orders will be dispatched as quickly as possible thereafter.

From dispatch, the estimated metro delivery times are:

 

AREA	TIME FRAME
Metro Sydney areas (Regular delivery)	2 to 4 business days
Metro Sydney areas (Express delivery)	1 to 2 business days
Regional areas	4-6 business days
Remote locations	5-12 business days

 

Please note:

• Orders submitted from Friday afternoon to Sunday evening will not be processed until the next working day.
• Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods.
• Delivery may take a little longer to rural areas, so it’s best to order early.
• Delivery times do not include day of dispatch

Orders OVER $100 = Free Shipping (Australia only)
+ An additional $10.00 for Express Postage

Orders UNDER $100 = $12.95 for shipping (Australia only)
+ An additional $18.95 for Express Postage

BULKY GOODS: Items that are bulky costs more to send hence we charge a flat rate shipping fee of $20 for these items.

You will see the cost of your shipping in the cart after the destination has been selected which is automatically calculated.

We use Australia Post to send our orders. We offer trackable shipping in postage satchels or parcels however we do not include insurance or signature on delivery. These are optional extras that you must purchase. Please advise us ASAP if you wish to add these options. We offer low rate shipping and absorb the additional costs of postage to allow you to have a better online buying experience.

As soon as your order is shipped you’ll receive an email to notify you that it’s on its way. It will include your unique eParcel tracking number.

We will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

• Medicines (Prescribed or Over The Counter)
• Baby Formula
• Vitamin Supplements
• Consumable Products

Call us to discuss first before you request a return of your online purchase.
To return your product, you should mail your product to: Erskineville Compounding Pharmacy, Shop Shop T6b, 149 – 163 Mitchell Road, Erskineville NSW, 2043

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

In the case where you received free shipping for orders over $100, if your return brings the order below this amount, a shipping charge will be deducted from your refund.

To exchange an approved item, you must include a self-addressed prepaid satchel with your return so we may send you out the exchange item requested. We are not responsible for the cost of sending out an exchange item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Depending on the type of card used it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from are refunded back to the card used to make the purchase. Please note that refunds cannot be processed back to the card until the goods have been returned to our store.

Our policy lasts 7 days from when you receive your order. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return:

• You return the item within 7 days of purchase;
• You produce your original register receipt, online tax invoice or other adequate proof of purchase at the time you return the item;
• The item must not have been used or damaged in any way including that
  • It is in its original packaging including manuals, pamphlets and all accessories;
  • It is unopened, unused and in its original saleable condition
• The product is not one on which a change of mind return is not available (see below).

•  If you are returning a product because it was damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect, and you have requested a refund, your original delivery fee will be reimbursed.
• If you are returning a product because you have changed your mind, the initial delivery fee is not refundable.