FAQ's
Frequently asked questions about the Emerald Prescription Service and deliveries around the UK.
If you can't find the answer your looking for please use the Contact Us page or call us on Freephone 0800 163 007.
How does it work?
The first step is to register your details with Emerald. Simply complete our online registration form, or contact us on freephone 0800 163 007.
Once registered, one of our team members will be in touch to welcome you to the service. At this stage they will explain how you can place future orders by phone, post, text message or online. All orders are supplied with complimentary items such as hand sanitiser.
After we have received your order, we will contact your GP on your behalf to request a prescription. We can receive this electronically or in the post using one of our freepost envelopes.
Sign up to Emerald text alerts to receive updates regarding your prescription. We can also send order reminders so you never forget to place an order again.
After receiving your prescription, we can deliver your items within 24 hours using our dedicated courier partner DPD. Sign up to DPD alerts to receive a one hour delivery window so you never miss a parcel again.
Do I have to pay for the Emerald Prescription Service?
The Emerald Prescription Service is completely free for anyone who requires delivery of stoma, continence or urology prescription items. If you don't have a medical exemption certificate, you will still need to pay a prescription fee which we will collect and pay directly to the NHS.
Can you deliver my prescription items abroad?
We always advise you to travel with sufficient stock to last your trip away. If you're left without your items at any point, we can organise for emergency stock to be delivered to your holiday destination.
How do I contact the Emerald Prescription Service?
You can contact the Emerald Prescription Service by:
Freephone: 0800 163 007
Email: bbm.emerald@nhs.net
Contact Us: Online Form
We're open Monday to Friday 08:30-17:30 and also have an out of hours service for weekends.
Do you deliver all bladder and bowel prescription items?
As a partner of the NHS we are able to deliver all stoma, continence and urology prescription appliances listed in part IX of the Drug Tariff. This includes items manufactured by Coloplast, Hollister, Dansac and much more.
I've run out of stock. What should I do?
If you run out of stock of your prescription items we will do all we can to help. Prescriptions can sometimes take a few days to be sent to us but we can send some free of charge stock to cover you in the meantime. Simply call us on 0800 163 007.