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.

Patients
1 minutes FAQ

When should I order my prescription supplies?

Once you've placed your order in Vyne Online or over the phone, we'll request your prescription f...
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
All users
1 minutes FAQ

Can I add a product customisation to my Vyne order?

If you need an item customising, such as a stoma bag, you can easily do this in Vyne Online whils...
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
All users
1 minutes FAQ

Can I receive products if I'm based internationally at a private clinic?

Unfortunately, we don’t deliver overseas and can only accept NHS prescriptions. This means we do ...
1 minutes FAQ
All users
1 minutes FAQ

Can you deliver other manufacturers’ products?

Yes, we can deliver any device that is available on prescription.
1 minutes FAQ
All users
2 minutes FAQ

When will the I receive my products with Vyne Prescriptions?

Once we’ve received your prescription, we will send out the products – this can take some time so...
2 minutes FAQ
All users
2 minutes FAQ

What types of safety features does the Vyne Online app have?

Protecting the data of our users is paramount to us. All Vyne Online accounts must be logged in t...
2 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
Patients
4 minutes FAQ

If I order over the phone, can I still use Vyne Online?

Yes, if you’re already a member of Vyne and have been placing orders by email or over the phone, ...
4 minutes FAQ
All users
1 minutes FAQ

Can I switch between using the Vyne Online website and app?

Yes, you can use Vyne Online via our website (on desktop or mobile) or app.
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.

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