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
1 minutes FAQ

How do I check the status of my shopping order?

If you’re ordering an item from us, we’ll send you tracking information by email. If you have a V...
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
2 minutes FAQ

I have a paper prescription, can I still use Vyne?

Absolutely, you just need to send us your prescription via post. We would recommend that you use ...
2 minutes FAQ
Patients
2 minutes FAQ

What do I do if my prescription changes?

If your prescription changes, you can place a new order using Vyne Online, or over the phone.
2 minutes FAQ
All users
1 minutes FAQ

How can I contact the MHRA?

If you wish to contact the Medicines and Healthcare Products Regulatory Agency directly, here are...
1 minutes FAQ
Patients
1 minutes FAQ

What happens if my prescription exemption has expired?

You can speak with your GP to re-apply for an exemption certificate if yours has expired. Please ...
1 minutes FAQ
All users
2 minutes FAQ

Do you offer a translation service if I don't speak English?

We aim to make Vyne accessible to everyone, which includes anyone who may not speak English as a ...
2 minutes FAQ
All users
1 minutes FAQ

How do I change my Vyne Online password?

If you're struggling to login to your account, head over to the Vyne Online login page and select...
1 minutes FAQ
All users
1 minutes FAQ

How do I change my personal details in Vyne Online?

Updating your personal details in Vyne Online is easy, simply login and navigate to Your details.
1 minutes FAQ
All users
1 minutes FAQ

I’d prefer not to register online, can I still use Vyne to deliver my prescriptions?

If you would like to register but don't feel comfortable doing it online, get in touch with our l...
1 minutes FAQ
All users
1 minutes FAQ

Can I place my shopping order over the phone?

We're currently unable to take Vyne Shopping orders over the telephone, unfortunately. But our Cu...
1 minutes FAQ
All users
1 minutes FAQ

What payment options do you have?

For shopping orders, we accept all major cards such as Visa and MasterCard, as well as PayPal. Yo...
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?

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