Frequently asked questions.

Find quick answers to the questions we’re asked the most. From setting up your account to placing an order, our FAQs cover everything you need to know about using Vyne.

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Popular questions.

Looking for a quick answer? These are the questions our customers ask most, all in one place.

All users
1 minutes FAQ

Who can use Vyne Online?

Patients, clinicians and care homes can register to use Vyne Online. Simply select the option tha...
1 minutes FAQ
All users
2 minutes FAQ

What type of Vyne Online accounts are available?

Vyne Online is used by those ordering for themselves, family & friends, healthcare profession...
2 minutes FAQ
All users
2 minutes FAQ

What services do Vyne offer?

Vyne is both an appliance dispensing service (prescription home delivery service) and an online m...
2 minutes FAQ
All users
1 minutes FAQ

How do I check the status of my prescription order?

If you’re ordering a prescription, you can log in to your Vyne Online account and check the statu...
1 minutes FAQ
Patients
2 minutes FAQ

Do I qualify for free NHS prescriptions?

Find out if you qualify by visiting the NHS eligibility checker.
2 minutes FAQ
Patients
1 minutes FAQ

Do I need to tell my GP I’m using Vyne?

No, we'll contact your GP to let them know that you’re using Vyne.
1 minutes FAQ
Patients
1 minutes FAQ

Can I request products on behalf of a family member?

Yes, with their permission. We recommend ordering on behalf of someone over the phone instead of ...
1 minutes FAQ
Patients
1 minutes FAQ

How long will it take to process my prescription order?

We aim to be as quick as possible, but this depends on when we get your prescription back from yo...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

Do I need to contact my patients previous supplier when registering them with Vyne?

When registering your patient with Vyne, you'll nominate us as the patients’ home delivery servic...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

If I register a patient, can my colleague edit their order through Vyne Online?

No, once an order has been submitted you or your colleague will not be able to edit the order in ...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

Do I need to re-order my patients prescription after I have registered them?

If you would like to reorder your patients’ products you can, but in most cases we will contact t...
1 minutes FAQ
Healthcare professionals
2 minutes FAQ

How long does Vyne hold patient data in my account?

You’ll be able to see the full history of all the orders you’ve placed for your patients. If one ...
2 minutes FAQ

All questions.

Browse every question we’ve answered, or use the topics to narrow things down. Whether you need help with prescriptions, shopping, your Vyne Online account or our company policies, you’ll find clear, simple answers here.

All users
2 minutes FAQ

How can I make a complaint?

In the unfortunate instance that you need to make a complaint, please get in touch by giving us a...
2 minutes FAQ
All users
2 minutes FAQ

How do you ensure all your information is accessible?

We’re committed to providing information in line with the Accessible Information Standard set out...
2 minutes FAQ
All users
2 minutes FAQ

How do I request access to the personal information you hold about me?

Just get in touch with our Customer Care team on 020 3987 7560 or by emailing hello@vyne.co.uk an...
2 minutes FAQ
All users
2 minutes FAQ

Is Vyne a confidential service?

Yes, your order details are stored securely and will only be viewed on a "need to know" basis by ...
2 minutes FAQ
All users
1 minutes FAQ

Can I change how you contact me about news and other services?

Yes, you can easily change the way we contact you. Find out more below.
1 minutes FAQ
All users
2 minutes FAQ

What services do Vyne offer?

Vyne is both an appliance dispensing service (prescription home delivery service) and an online m...
2 minutes FAQ
Patients
2 minutes FAQ

What sort of packaging will my order arrive in?

Your order will be delivered in 100% sustainably sourced, recyclable, and discreet packaging. We ...
2 minutes FAQ
All users
1 minutes FAQ

How long will my shopping order take to be refunded?

If your order hasn't been shipped when you ask us to cancel it, we can initiate your refund right...
1 minutes FAQ
All users
1 minutes FAQ

How do I cancel my shopping order?

To cancel your shopping order, please get in touch with us on hello@vyne.co.uk or by calling 020 ...
1 minutes FAQ
All users
1 minutes FAQ

Do I have to be in to receive my shopping delivery?

For letterbox-sized orders, you don’t need to be in to receive the delivery. For bigger packages,...
1 minutes FAQ
All users
1 minutes FAQ

How long will it take for my shopping order to be delivered?

You can select your delivery speed at checkout. We offer standard delivery with Royal Mail which ...
1 minutes FAQ
All users
1 minutes FAQ

How do I check the status of my prescription order?

If you’re ordering a prescription, you can log in to your Vyne Online account and check the statu...
1 minutes FAQ

Contact us

Get in touch

Our amazing Customer Care team are here to help. With decades of experience between them, they’ll have an answer to your question.

Telephone: 020 3987 7560
Email: hello@vyne.co.uk
Head Office: Tennant Hall, Blenheim Grove, Leeds, LS2 9ET

Customer care opening hours

Mon-Fri: 8:00am - 6:00pm
Sat: 9:00am - 2:00pm
Sun: 10:00am - 2:00pm

DAC Customer Care Manager: Vicki Stone
Company Number: 6779883

Contact us

Send us a message

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More resources.

We’re here to support you. Whether that’s with online help articles, guides for getting you started, or if you’d just prefer to speak with us directly - let us point you in the right direction.

Looking for online support & advice?

Our team of specialists have put together a library of guides and walkthroughs to answer your most asked questions.

View support articles
Trying to find technical support?

We’ve put together all the information and guides you’ll need to get started with Vyne right away.

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Need to speak with our specialists?

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