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FAQs

FAQs Contents

1.

Request for GOC details


In accordance with MHRA legislation, Three-Sixty are obliged to verify that persons purchasing medicinal products are legally qualified to do so. By recording the GOC details of a body corporate, optometrist or dispensing optician, GMC, GPhC, RCVS or WDA(H) details, we will confirm them with the relevant government authority and link these to your account. We will never share these details with anyone except for the purposes mentioned.

2.

I can't find the product I want on your website. What can I do?


If you can't see the product you want, try using the search facility. If it still doesn't show up, contact us and our helpful sales team will point you in the right direction.

3.

How do I request a copy invoice?


Copy invoices can be downloaded from our website! Simply log in to your account and select the relevant order – the corresponding invoice(s) will then be shown. Or you can contact us and request a copy to be sent to you.

4.

How do I request a catalogue or product samples?


You can contact us and we will be happy to help. Our catalogue also can be viewed online by clicking here.

5.

I haven't received my order – where is it?


You can track your order by logging in to your account – simply select the relevant order in your order history and use the tracking link. This link can also be found in the email you received when your order was despatched from our warehouse. We use a next day service to most of mainland UK – this can be up to 5pm the following working day. The Scottish Highlands, Islands and Ireland may take longer. If you are still experiencing difficulties, please contact us.

6.

How do I return an item?


Simply click here to view our returns policy, and follow the steps for a hassle-free returns procedure. Please ensure all returns are pre-authorised, and are sent to our warehouse address, not our offices.

7.

How do I set up an account?


Please complete and submit the details requested here, or contact us – we aim to activate your account within one working day.

8.

Will I be charged for postage?


We offer free delivery on all orders over £74.99 net in mainland UK addresses, and over £149.99 to Northern Ireland addresses. Orders under these amounts are subject to a small order handling charge – further details can be found by clicking here.

Contact us to find out how you could qualify for free carriage on all orders!

9.

I can't log in to my account – what do I do?


Simply complete and submit the details requested here or contact us and we'll resolve the issue straight away!

10.

What is my account number?


This can be found on any delivery note, invoice or statement and is usually your postcode. Please quote this when contacting us or making payment to help us identify you.

11.

The product I usually buy is discontinued – what alternatives are there?


We've listed some alternative and suggested products. If you are still unsure please contact us and we will be happy to help.

12.

Can I purchase goods on approval?


We don't offer goods on approval, but our returns policy lets you return goods you no longer require, providing they are in a resalable condition and have at least six months shelf life remaining. Packaging should not be defaced or opened. Please note we cannot accept returns of any medicinal products under any circumstances.

13.

Do I have to pay for starter packs?


No - these are free of charge, but subject to availability on a fair usage basis. We usually require a revenue order with these, and do not keep backorders when out of stock due to sporadic supply from the manufacturers.

14.

How do I resolve an invoice/statement query?


Please contact us and we'll resolve the query as quickly as possible.

15.

The product I want is out of stock – what happens now?


Most products can be placed on back order - we will send these items as soon as they become available again, obviously at no additional cost to you. Occasionally products may become unavailable for extended periods of time due to manufacturing issues - we will then disallow back orders, but provide a facility whereby you can request a notification when stock becomes available again - just tick the box! Please note - we do not accept back orders for starter packs or samples.