How it works
bPlacing Your Order
There are 3 ways to place your order.
You can request your items online, over the phone or by post.
The quickest and most convenient way to place your order is online; our website is open twenty-four hours a day.
It’s really quick and easy to register; all you need is your customer ID number which can be found on your Welcome letter or the delivery note which came with your order, your date of birth and your post code.
Once registered all you need to do is visit the Charter website and log in to your account using your email address. When you are logged in, follow these simple steps to place your order.
1. Find the products you need by browsing or searching the product catalogue.
You can search by product type, brand, or even prescription code. Remember, if you find this tricky, simply give us a call or chat with us and we will walk you through the process. Your online account remembers your previous deliveries and keeps a list of the products you have ordered, making it easy to re-order your monthly supplies in moments with the click of a button.
2. Add complimentary items.
There are some items which are specific to ostomy care and some which are specific to continence care, such as wipes and disposable bags. These will be added to your basket when you check out.
Our experienced, award winning customer service team understand your needs and are available to help you with your prescription order and delivery; and are able to provide you with expert advice and support. They are available during office hours to assist you Mon to Fri 8am – 6pm and Sat 9am – 12.30pm. They can also see your order history so re-ordering is quick and easy.
You can phone us on Freephone 0800 587 4047, or 03301 233188 if calling from a mobile. We also have a dedicated Freephone line for our customers in Scotland - you can get in touch on 0800 917 8639
If your GP prefers you to collect your prescription you can send it to us by post (pre-paid envelopes are included with all your orders), once we receive it we will process your order for delivery.
There are several ways to send us your prescription.
If you are ordering online or over the phone, please allow some time for your surgery to approve and send us your signed prescription. We will request the prescription on your behalf and notify you once we have received it.
Alternatively, we can receive your prescription electronically (EPS), a faster, secure and more efficient way to receive your medical appliances sooner. Find out more here
If your GP prefers you to collect your prescription, you can send it to us by post and we will send your order as soon as we receive it.
Are you eligible?
Should you live in an area that uses prescription services, you will have been notified of this by your local authority, in this instance it is important you follow the guidelines they have given you. If in doubt, you can call us, chat or send an email through the contact us form.
However you place your order, you can sign up to receive updates regarding your order.
Sign up to alerts
Whether you order, online, by phone or post, you can sign up to receive updates. We can let you know if there are any delays in receiving your prescription, and notify you once we have received it. Once dispatched we will send you your courier tracking code so that you can manage your delivery.
You can also set up reminders for when to place your next order, ensuring you are never without your essential supplies. You can set specific days of the month or simply a monthly reminder, it’s up to you.
You can set up your reminders in the My Account section.
Your order is delivered discreetly and directly to you on a day and place to fit around your lifestyle.
When and where to suit you
We will notify you to say that we have received your prescription and are processing your order. Once dispatched we will send you a notification with your delivery details along with the courier tracking code. From here you can change the delivery day and your special instructions e.g. a safe place to leave your parcel if you’re not at home, if you need to. All parcels are in unmarked packaging, to ensure complete discretion.