FAQ's

Ordering on the DD website is fast and easy. By completing the registration form and authorising the email we send you, an account will be created instantly, and you will be able to see prices and make purchases.

Payment can be made with all major credit cards, and you also have the option of opening a credit account by selecting the “Apply for credit account” tick box during sign-up. Please note that all orders must be paid for in full at checkout until your credit account is set up.

If you are an existing DD customer, but not ordered on the website before, then you can use your existing Account code to register. If you need further assistance with this, then please call us on 0800 585 586.

To change your password if you are signed in, select ‘My Account’ from the top navigation banner. You will be presented with a drop-down menu, select ‘My Account’ from this menu. From this page you will be able to change your password. Enter your Current Password, New Password, then click ‘Change Password’.

If you have forgotten your password, click on the ‘Sign In’ button, and then click ‘Forgot Password’. You will then be directed to the password reset process. Enter your username and click ‘Submit’. We will send you an email with a link to take you to the Reset Password page. Enter your New Password and Confirm Password. Click Reset Password.

To change your contact details, select ‘My Account’ and then ‘My Account’ from the top navigation. You can change your Full Name, Email Address or Telephone Number. Click 'Save Details'. These changes may take up to 24 hours to take effect.

The Primary User is DD's first point of contact on their respective account. They can set up Secondary Users and request changes to delivery and invoice details.

DD provides the ability to save up to 20 Favourites Lists, so you can easily repeat common purchases. Favourites Lists are created by saving a Basket on the checkout page. Once saved, items can be removed or moved to another Favourites List.

Some products that you see on DD will not be available for purchase until verification is complete. We understand this may be frustrating, but it is a vital step in ensuring both compliance and patient safety in relation to the use of restricted medicines.

To order restricted products, you must be a registered professional who has filled out a customer account form, and a medicine authorisation form. Both of these forms can be found under the legal section of the website.

We will also need a valid copy of photo ID in the form of a Driving Licence or Passport for the Account Holder(s) and person(s) stated in the Medicine Authorisation form (if different from the Account Holder.)

Subject to circumstances such as your location, we may require further documents. Such as a valid copy of indemnity insurance, to show adequate cover for the medical professional relating to procedures at the business address.

We are required by our regulators (MHRA) to periodically request the completion of medicine qualification checks. These checks are to ensure that the details we hold regarding you and your practice are up to date and that medicines are only sent to those authorised to receive them.

Please find out more here.

We have now opened our standardised pricing across ddgroup.com. When initially viewing the website you will see standard prices across all products, regardless of your account type. Once logged in, your pricing will change in line with your agreed pricing structure and certain products may not be viewable/purchasable depending on your account type. If you wish to increase your access to restricted products, please contact our team on: 0800 585 586 or email us at contactcentre@ddgroup.com 

Quick Shopping is a process for swiftly ordering products in their desired quantity.
To use Quick Shopping, simply navigate to the Quick Shopping page under ‘My Account’. Then, enter the product code for each item you would like to purchase into the ‘Quick Add’ box. When completed, click 'Purchase Items', which will take you directly to Checkout Stage 2. You can now add basket reference, order reference, or change delivery address if available. Finally, you must accept our Terms and Conditions, and confirm your order.

DD offers multiple Baskets so you can create any number of unique orders concurrently. One default basket is always present, which can be renamed. To manage your Baskets, select ‘My Account’ from the top navigation menu and go to Baskets. Click ‘Add Basket’ as required, and all your baskets will be displayed in the Current Basket tab dropdown list.

At any point, you can click ‘View Basket’ to review your Basket. You can change quantities, remove items, or clear the basket completely. Note it is your active basket that is shown, and Quick Shopping selections are not displayed.

You will be allowed to make any final amendments to your shopping at Checkout Stage 1. If you have more than one shopping basket available, you will be able to choose whether to purchase one, some, or all baskets. Any of the populated Baskets can be saved as a Favourites List. 

At Checkout stage 2 - Confirm Order Details, you can add a basket reference, order reference, or change delivery address if available. Finally, accept the Terms and Conditions, and Confirm Order. 

Payments by Credit/Debit Card (all major cards) can be made through our website using your log in details. These payments are securely and promptly processed. 

We also accept payment via Direct Debit, electronic bank transfer direct into our bank account e.g. BACS, internet banking, or alternatively by cheque (payable to DD Products and Services Ltd.) For more information, please visit our How To Pay page. 

Whilst we try our best to indicate the right stock status to help you - large orders or certain timings may affect the accuracy of the information provided. There are six levels:

• In Stock
• Low Stock
• Out of Stock: Sorry this product is currently out of stock and is expected in the next two weeks
• Out of Stock: Stock is temporarily unavailable and is not expected within the next two weeks
• Available to order: Not held in stock, available with additional delivery time
• Discontinued: Sorry this product is no longer available

There are two ways to track your order with DD. You will receive email updates from the carrier on your order, and can use those to keep up-to-date, or you can check your order tracking page. You can access this tracking page through the link beside our phone number in the website header, you will need your username and the Web ID from either your Order Acknowledgement or Order Status email.

You can also visit the tracking page via the ‘Deliveries’ or ‘Document History’ section under ‘My Account’. Under Document History simply select the relevant order, click ‘Show’ and then select ‘Track My Order’.

For offline orders you can still track the progress of your delivery via the ‘Document History’ under ‘My Account’ on the website.

When using the tracking page you will be asked for your username, which is the username you use to login to the DD website and the Web ID for your order which can be found on the Checkout Confirmation screen after you have submitted your order or in either your Order Acknowledgement or Order Status email.

Only the Primary User can manage delivery addresses. To change delivery details, select ‘My Account’ from the top navigation. Select Add Another Address and complete the fields or edit the existing entries. These require authorisation by our sales team, and this can take up to 24 hours to verify and activate.

There is FREE Delivery on orders over £50.00. A carriage charge will be applied to all orders with a total invoice value lower than £50.00. 

Any orders containing medicines or cold-chain items will incur a shipping charge of £9.95 and are not eligible for free delivery regardless of threshold met. This is to comply with temperature-controlled delivery guidelines. 

Some products including many medicines and toxin require specialist temperature-controlled delivery to ensure the integrity and safety of the products. We take safety and compliance very seriously, going above and beyond to ensure all of our products reach you in perfect condition and at the optimum temperature. Our focus on MHRA compliance ensures the safety of your business and most importantly your patients. We use dedicated temperature-controlled couriers, delivery days may vary depending on postcode. Please see our Service list to check the service days in your area.

Please note, if not listed, your postcode is unaffected and is subject to normal delivery days.

If you need to return an incorrectly supplied, damaged, for repair, recall or faulty item, please call us on 01376 391 100 to notify us and then complete a Returns Advice Form.

• Returns cannot be accepted without prior authorisation
• Returns cannot be accepted for any other reason

Please securely label and suitably package the goods in the original packaging, including all accessories, operating instructions and guarantee card. Unfortunately, goods cannot be accepted for credit if the seal has been broken or any outer packaging has been removed or damaged.

Returned goods must be received within 28 days of the date of invoice included with the goods. We advise you to obtain proof of posting for items being returned by post.

Please send returns to us at:

Returns Department, DD, 6 Perry Way, Witham, Essex, CM8 3SX, United Kingdom