Frequently Asked Questions

Order, Delivery & Returns

How do I contact the Customer Care team?

Call the team on 0845 080 5190 or alternatively, send an email to sales@clarityglobalgroup.com. We also have a live chat on the website, so you can contact us there as well.

How do I place an order with Clarity Global Group?

Please visit the website and you will be able to place an order directly online. Alternatively, if you want to discuss bulk purchases and setting up a trade account, please call 0845 080 5190

How can I check the status of my order?

Your order will be received, picked, packed and dispatched within 2-3 working days, sometimes next day depending on stock and the time your order was received into the warehouse. If your item has not been received within 2-3 working days, please contact our team at 0845 080 5190

Will I have a receipt for my order?

Yes, you will receive a receipt on email for your order and a delivery note within your order box. If you require a VAT invoice or further details, please contact us at sales@clarityglobalgroup.com and we will endeavour to support your request

How can I amend an existing order?

Once an order is processed, you will not be able to amend an order due to the speed in which it is picked and packed. You may be able to amend an order within 1hr of placing it by calling 0845 080 5190, however, this cannot be guaranteed

Can I cancel or return my order?

Before returning any item please contact our sales department who will send you a copy of our returns paperwork and issue a returns number. If you are returning the items to us, please send your item back to the address on the Returns form ensuring you obtain a proof of delivery. Please note that we reserve the right to refuse any return which does not include the returns authorisation paperwork and a returns number. Items returned without the appropriate paperwork and proof of return will not be credited. Because of this we regret our drivers are unable to collect any items unless it has been prearranged.

How long does it take to process a refund?

Once it has been agreed a refund can be given, you will be refunded the cost of the products minus any delivery charge. A refund will take between 7-14 working days and will be refunded the same method in which it was collected.

Which payment methods do you accept?

We accept all debit and credit cards. For invoice payments you will need to be an authorised trade account which you can set up via 0845 080 5190

How do I alter details in my online account?

Please visit the account section of the website and log into your account. Here you can amend your details including your shipping and billing address. For other amends, please email sales@clarityglobalgroup.com or talk to the team on live chat

At what stage is my card charged?

Your card is charged when you place your order, whether this be on the phone with the Customer Care Team or on the website. The card will need to have sufficient funds cleared in order to process your order.

What happens if a product is out of stock?

If your item is out of stock, you can choose whether to wait for your item to be back in and it be shipped on receipt into the warehouse, or you can wait at order at a later date. It is unlikely your order will be out of stock due to the solid supply chain we are able to operate in. For bulk purchases, you may need to contact us first to discuss lead times on 0845 080 5190

How is my order delivered?

You order is picked, packed and shipped within our warehouse and shipped to you via a registered courier. All of our packages are tracked and require a signature for receipt

What happens if I am not in when my order is delivered?

Your order will require a signature on point of delivery, if you are not in you will receive a missed delivery card through your door and you will need to make contact with the courier company to re arrange delivery at a suitable time for yourself

My order has not arrived, what do I do now?

Please allow 3-5 working days for your order to be delivered. We usually dispatch orders within 1-2 working days, however, please allow time for the courier, particularly in times of reduced capacity, to deliver to you. If your order has not been received in 5 working days, please contact our team 0845 080 5190

Can I pay on invoice/pro forma?

We are able to accept payments on pro forma and invoice at individual request. This method of payment is not accepted on our online shop. Please contact the team on 0845 080 5190 and request to open a trade account. Pending acceptable credit checks, the team will be able to inform you further about the options to pay via invoice and proforma.

Can I set up an account?

You are able to set up and account online via the website for online web-based orders. You are also able to apply for a trade account; this needs to happen by contacting our team on 0845 080 5190 who will take the necessary details from you and agreed payment terms

What if my item arrives and is faulty?

If you suspect that a product is faulty, we would ask that you speak to our customer services department who will help to resolve any issues. Items found to be faulty within 14 days of receipt will be replaced or credited once inspected. Items outside this timescale will be subject to the manufacturer’s warranty, details of which are available on request. If a product is found to have no fault or is faulty due to misuse, then no replacements or credit will be issued and return of the goods to the customer will be subject to a delivery charge.

Do you offer a Click & Collect service?

You are able to purchase our products online or via telephone, and all of our orders will be shipped directly to your address. At this time, we do not offer a click and collect service.

What delivery options are available on your website?

We are able to offer delivery via a courier (signed on delivery) currently, and are looking into other options for the near future.

Do you have a trade account credit facility?

Yes, we are able to offer a trade account credit facility to those that apply directly. Pending company and financial checks, we will be able to open an account on your first order - ready for more orders to come! If you need further information, please contact our customer care team on 0845 080 5190

Can I see excl. VAT prices or vice versa on the website?

Yes, all prices are shown with both VAT and ex-VAT on the website

What different ways can I place an order?

Currently, you are able to place an order in a few ways. You can place an order directly online via the website, via email (enquiries@clarity-pharma.com) or via our customer care team 0845 080 5190. We are happy to place an order however you wish, and will make sure you feel comfortable in the sales process.

What different ways can I place an order?

Currently, you are able to place an order in a few ways. You can place an order directly online via the website, via email (enquiries@clarity-pharma.com) or via our customer care team 0845 080 5190. We are happy to place an order however you wish, and will make sure you feel comfortable in the sales process.

Do you deliver outside of the UK?

We are able to deliver outside of the UK, please just select your destination and give your full address either online or via the customer care team, and we will be able to quote on your delivery destination - please note, delivery may be slightly higher due to the couriers cost to deliver outside of the UK.

Can I order one of your brochures/catalogues through your website?

Yes, you are - please click on 'Download Brochure' either on the footer, or on the product pages, fill in your contact details and the brochure will be sent to you via the email address you provided.

Do you offer a discount on larger orders?

Yes, we are able to offer a discount on bulk orders, please either contact us at enquiries@clarity-pharma.com or call our customer care team on 0845 080 5190 and talk to one of our team regarding larger quantities.

Do you have a trade account credit facility?

Yes, we are able to offer a trade account credit facility to those that apply directly. Pending company and financial checks, we will be able to open an account on your first order - ready for more orders to come! If you need further information, please contact our customer care team on 0845 080 5190

Can I see excl. VAT prices or vice versa on the website?

Yes, all prices are shown with both VAT and ex-VAT on the website

What different ways can I place an order?

Currently, you are able to place an order in a few ways. You can place an order directly online via the website, via email (enquiries@clarity-pharma.com) or via our customer care team 0845 080 5190. We are happy to place an order however you wish, and will make sure you feel comfortable in the sales process.

Do you deliver outside of the UK?

We are able to deliver outside of the UK, please just select your destination and give your full address either online or via the customer care team, and we will be able to quote on your delivery destination - please note, delivery may be slightly higher due to the couriers cost to deliver outside of the UK.

Can I order one of your brochures/catalogues through your website?

Yes, you are - please click on 'Download Brochure' either on the footer, or on the product pages, fill in your contact details and the brochure will be sent to you via the email address you provided.

Do you offer a discount on larger orders?

Yes, we are able to offer a discount on bulk orders, please either contact us at enquiries@clarity-pharma.com or call our customer care team on 0845 080 5190 and talk to one of our team regarding larger quantities.

Marketing

Do you have any offers or deals?

We have offers on our social media and website pages - make sure you sign up to receive our newsletters and this will ensure you are notified with every offer that we have!

What if I don't want your emails?

You can unsubscribe from receiving our emails at any point. If you have signed up to receive them or have purchased off us, you are automatically opted in to receive communication from us. You can cancel this at any time via the unsubscribe button on every email communication sent - however, this will mean you will not be notified of any deals or offers or important communication from the company to you.

How do I receive promotional emails?

Visit the website and join our newsletter. This opts you in to receiving all communication from us as a company. We will not share your data or information with a third party, so you will only receive communication from our organisation.

Why do you need my email address?

We communicate with you via your email address therefore when you place an order, we collect this as part of our future communication to you. We do not sell or trade your private information with any 3rd party, therefore will only use it for marketing and communication purposes from our company

How do you manage financial and personal information?

We use a secure payment services to ensure your financial information remains secure. Transactional information may include any credit or debit card details, your contact details, health conditions, purchase history as well as any other names and addresses you provide an address for delivery.

Do you use cookies on your website?

Our ordering system uses cookies to record a unique reference number on your computer. This means that we can recognise your computer when you visit our website and log into your account with username and password. To read more on our policy, please read our privacy and cookies policy

What if I've forgotten or want to change my password?

Please visit the website and click on SIGN IN at the very top of the screen. Here you can log in and amend your password in the backend user panel under MY ACCOUNT and CHANGE PASSWORD. If you have forgotten your password, click on the SIGN IN at the very top of the screen, here click on the 'Forgotten password' link and this will help you reset your password to a new one

Web & Privacy Management
Online

I want to create an account online, can I?

Yes of course, visit the website and click CREATE AN ACCOUNT at the very top of the screen. You will be asked to enter your email address and a suggested password. Once this has been entered, you can then open an account online, complete your address (billing and shipping) and opt into receiving email communication from us.

How can I change my address online?

Yes, log into your account and visit the MY ACCOUNT section. Here you will be able to amend your address for both shipping and payment. If you have any issues please contact us at sales@clarityglobalgroup.com and a member of the web department will support you

How can I change my personal information online?

All you need to do is log into your account via the website, visit MY ACCOUNT and you can amend your personal details here. If you have any issues please contact us at sales@clarityglobalgroup.com and a member of the web department will support you

Do you pass on my information to anyone else?

We do not use, process or pass your details onto any 3rd party external to the organisation.

How can I delete my online account?

If you would like to delete your account with us, you can do so by getting in touch with a member of our team on enquiries@clarity-pharma.com and a member of our web team will be able to assist you.

How can I refer another person to your company?

We don't currently have a referral scheme in place, but this is something that we're working on. Sign up to our newsletter to be the first to know when we launch!

Payment

What other products am I able to purchase?

We have a growing number of products on the website and are looking to expand our offering in the next few months. Please look at the online shop, all items are in stock and available to purchase

What methods can I use to pay with?

You are able to pay with any debit or credit card and we will be extending this to include other payment options in the very near future.

My payment has declined, what do I do now?

If you payment option has declined on the website, please check with your card issuer if you have enough funds to pay for the items or if there has been a hold placed on your card for any reason. You are welcome to try the transaction again with an alternative card.

Complaints

I have a complaint; how do I make contact?

We endeavour to help and support customes throughout the buying process and would be sorry to hear you have had an issue or would like to make a complaint. Please send an email to sales@clarityglobalgroup.com and put 'Complaint' in the subject line. We will then respond to you within 24hrs and acknowledge your complaint and look to resolve any issues you have had.

I have a suggestion, who can I send this to?

We welcome all suggestions and questions, so please send to sales@clarityglobalgroup.com with 'Suggestion' in the subject line and we will acknowledge your email within 24hrs.

Products

Do you have any images of the product?

Yes, we have more product images being loaded onto the website and our social media channels. If you require a specific image, please just contact the web team at sales@clarityglobalgroup.com with your request and reason and we will endeavour to support your request

Do you have images of the product boxes?

Yes, all the images of products in the boxes should be listed on the individual product pages. On delivery, all items are boxed in plain brown boxes. If you require a specific image, please just contact the web team at sales@clarityglobalgroup.com with your request and reason and we will endeavour to support your request

What is the weight of the products?

The weight of the products is listed on each individual product page.

Do the products come with data sheets?

If a product has an available data sheet, it will be listed on the product pages and can be downloaded before and after a purchase.

Do the products come in tamper proof packaging?

All shipped products from the warehouse are in sealed boxes with branded tape. The box, if tampered with will be obvious to spot. If your item arrives and you believe the box has been tampered with prior to opening, please take photo evidence and contact us before opening the box further.

Are you a trusted company to purchase from?

Yes, we are not a 'pop up' shop or a company that has no history. Clarity Pharma Limited has been the preferred supplier to pharmaceutical manufactures in the UK and Europe for over 20 years. We are part of the Clarity Global Group which has now launched the selling of qualified and credible PPE. As a company, we are MHRA approved, GDP compliant and all our products are CE certified.