Superdrug touches more parts of people’s lives than it might first appear. As the UK’s second-largest health and beauty retailer with more than 800 stores, it operates a loyalty scheme, a CQC-registered online medical clinic, a mobile phone network, and in-store pharmacies. When someone dies, several of these services may need to be closed or transferred – and each one has a separate process.
This guide covers all of them: the Health & Beautycard, Superdrug Online Doctor and its subscription services, Superdrug Mobile, in-store pharmacy records, gift cards, and any outstanding online orders. You do not need to resolve everything at once. Start with the services the deceased used most actively, and work through the others in the weeks that follow.
Quick reference:
- Superdrug customer service: 0345 671 0709 – Mon–Fri 8am–9pm, Sat 9am–9pm, Sun 10am–9pm
- Superdrug email: help@superdrug.com
- Superdrug Mobile customer service: 0333 338 1055 – daily 8am–8pm
- Superdrug Mobile email: help@superdrugmobile.com
- Superdrug Online Doctor patient care: 020 3588 0293
- Documents needed: death certificate and Health & Beautycard number (if applicable)
How to notify Superdrug
Superdrug does not have a single, dedicated bereavement line. Notifications go through the general customer service team, which can handle the Health & Beautycard and online retail account. Superdrug Mobile and Superdrug Online Doctor are separate services, each with their own contact routes.
By phone
Call 0345 671 0709 for the Health & Beautycard and general retail account. Lines are open Monday to Friday 8am–9pm, Saturday 9am–9pm, and Sunday 10am–9pm. When you call, tell the team you are notifying Superdrug of the death of a cardholder and have the Health & Beautycard number to hand if possible.
Note that 0345 numbers are not freephone – they are charged at the same rate as local calls and are included in most UK mobile and landline allowances.
By email
Email help@superdrug.com with the following information:
| Information needed | Notes |
|---|---|
| Health & Beautycard number | Printed on the card or found in the Superdrug app |
| Deceased’s full name | As registered on the account |
| Deceased’s date of birth and death | For identity verification |
| Deceased’s registered address | As held by Superdrug |
| Your name and contact details | As executor or next of kin |
| Points transfer request | Name of person to receive points, if relevant |
Email is a good option if you want a written record of the notification or if you need to attach a scan of the death certificate.
By post
Write to: Superdrug Stores plc, 118 Beddington Lane, Croydon CR0 4TB
Include a copy of the death certificate, the Health & Beautycard number, and your own contact details.
What documents you will need
For the Health & Beautycard and general retail account:
- Death certificate – a copy is acceptable; Superdrug does not require the original
- Health & Beautycard number – check the physical card, the Superdrug app, or any emails from Superdrug
- Deceased’s personal details – full name, date of birth, date of death, and registered address
- Your own details – name, contact number, and your relationship to the deceased
For Superdrug Mobile, you will also need:
- The deceased’s mobile number and account number (shown on any bill or in the Superdrug Mobile dashboard)
- A copy of the death certificate
For Superdrug Online Doctor, you will need:
- The deceased’s email address used to register
- A copy of the death certificate
Superdrug Health & Beautycard
The Health & Beautycard is Superdrug’s loyalty scheme. Points are earned in store and online, and redeemed against purchases. The card has no monetary value in itself – it holds a points balance that converts at a rate Superdrug sets – but accumulated points can be worth a meaningful amount on a heavily used card.
What happens to the points
Superdrug’s standard terms do not permit loyalty points to be transferred between accounts. However, Superdrug makes an exception for bereavement: if you notify them of the death and request a transfer, they will move the points balance to another Health & Beautycard holder’s account.
To request a transfer, include in your email or phone call:
- The deceased’s card number
- The card number of the person who should receive the points
- Your relationship to the deceased
There is no published probate threshold for this – points are a discretionary benefit rather than a financial asset, and Superdrug will typically process the transfer on request from a next of kin or executor without requiring grant of probate. Whether points form part of the estate for legal purposes is a matter of the loyalty scheme’s terms; executors who want clarity should review Superdrug’s full terms and conditions or take legal advice.
Closing the account
Once the death is notified, Superdrug will close the online account and Health & Beautycard. Any pending points from recent purchases may be credited before closure. If there are any outstanding coupons or promotional rewards tied to the card, ask the customer service team what happens to these at the time of notification.
Superdrug Online Doctor
Superdrug Online Doctor is a CQC-registered online medical clinic, separate from Superdrug’s retail and loyalty business. It offers private prescriptions and ongoing treatment plans for a range of conditions including contraception, sexual health, hair loss, weight management, and skin treatments. Patients typically pay per consultation or per prescription, but some services – particularly weight management programmes – involve recurring subscription charges.
This section covers the administrative process. If the deceased was on active prescription medication, speak to their GP about any clinical continuity of care questions.
Active subscriptions and recurring charges
If the deceased had a subscription-based service with Superdrug Online Doctor – such as a weight management programme or an ongoing treatment plan with repeat deliveries – the subscription will continue to charge until it is cancelled. Contact Superdrug Online Doctor’s patient care team promptly to stop recurring payments:
- Phone: 020 3588 0293
- Through the patient account: log in using the deceased’s credentials (if accessible) and send a message to the care team, or request account closure
Explain that you are calling on behalf of a deceased patient and request immediate suspension of any active subscriptions. The team can also advise on any pending deliveries.
Active prescriptions
Private prescriptions issued through Superdrug Online Doctor are clinically managed. When a patient dies, active prescriptions cease to be valid and cannot be transferred to another person. If a prescription has been issued but medication has not yet been dispatched, contact the patient care team to cancel the pending order. Undelivered orders should result in a refund to the original payment method.
Unused dispensed medication should not be disposed of at home. Any pharmacist – including Superdrug’s in-store pharmacies – will accept unused prescription medicines for safe disposal. See also our guide on notifying your GP and NHS services after a death for broader advice on closing NHS records.
Closing the account
To close a Superdrug Online Doctor account, contact the patient care team by phone on 020 3588 0293 or through the patient messaging system. You will likely need to provide a copy of the death certificate and confirm your relationship to the deceased. Medical records held by Superdrug Online Doctor are subject to data protection law – they cannot routinely be disclosed to relatives, though a solicitor acting for the estate can request them through a formal access process if needed.
Superdrug Mobile
Superdrug Mobile is an MVNO (mobile virtual network operator) that runs on O2’s network. It offers SIM-only plans and phone contracts. Despite the shared branding with Superdrug retail, it operates as a completely separate service with its own contracts and customer support.
How to notify Superdrug Mobile
Contact the Superdrug Mobile customer service team directly – do not try to handle this through Superdrug’s main customer service line, as the two businesses are separate.
- Phone: 0333 338 1055 – daily 8am–8pm (charges apply; standard call rates)
- Email: help@superdrugmobile.com
- Post: use the address on any Superdrug Mobile bill or correspondence
Explain that you are calling to close the account of a deceased customer and have the mobile number and account number to hand.
What happens to the contract
Superdrug Mobile does not publish a specific bereavement policy on its website. As an O2 MVNO using O2’s network infrastructure, the underlying network contract is governed by O2’s policies, but the customer relationship is with Superdrug Mobile, not O2. The practical consequence is that you will need to deal directly with Superdrug Mobile’s customer service rather than O2’s bereavement team (which handles O2-branded contracts only).
For SIM-only plans (rolling monthly), cancellation is straightforward – the next billing cycle should be the last once you have notified the team.
For fixed-term phone contracts, ask the customer service team explicitly whether early termination fees are waived on bereavement. O2 waives these fees for its own customers as a published policy; Superdrug Mobile may follow the same approach, but this should be confirmed in writing before the account is closed. Request confirmation by email. Any outstanding device finance (a loan for the phone hardware) is a liability of the estate and must be settled separately.
If the deceased’s number needs to be kept or ported to a new SIM – for example, if it is needed for banking two-factor authentication or other account recovery – ask the team about the porting process before requesting account closure. Once an account is closed, recovering the number may not be possible.
For further context on how mobile network bereavement processes work, our O2 guide covers the underlying network operator’s policies in more detail.
In-store pharmacy
Many Superdrug stores include a registered pharmacy. If the deceased collected NHS prescriptions from a Superdrug pharmacy, or had repeat prescription arrangements there, the store will hold dispensing records.
NHS prescriptions and repeat medications
NHS repeat prescriptions are managed at the GP surgery level, not at the pharmacy. When you notify the GP surgery of the death, the surgery will cancel any active repeat prescriptions in the NHS system – the pharmacy does not need to be contacted separately for this purpose. Our guide on notifying your GP and NHS services after a death covers how to do this.
If the deceased had a Prescription Prepayment Certificate (PPC), you can contact NHS Business Services Authority (NHSBSA) about any remaining credit on the certificate. Contact NHSBSA on 0300 330 1341.
Private prescriptions
Private prescriptions issued through a Superdrug in-store pharmacy or another private provider are held as dispensing records at the pharmacy. These do not need to be formally cancelled – the records simply become inactive once the patient is deceased. If there are any concerns about a private prescription account with a balance or credit, contact the relevant Superdrug store directly.
Returning unused medication
Unused prescription medicines – whether NHS or private – should not go in household waste. Any pharmacist, including Superdrug, can accept them for safe disposal under the NHS’s medicines return scheme. This is a nationwide service and applies regardless of where the medicines were originally dispensed.
Gift cards and online orders
Gift cards
Superdrug gift cards are bearer instruments: whoever holds the card can use it in store or online. They do not require registration to the deceased’s name and cannot be cancelled remotely. If the deceased held Superdrug gift cards, these form part of the estate and can be used by the executor or passed to a beneficiary.
Superdrug’s gift card terms state that balances must be used within 24 months of purchase. If cards are approaching expiry, use them before the deadline – Superdrug’s customer service team may be able to advise on options for balances close to expiry, but there is no published bereavement exception for expired gift cards.
To check a gift card balance, visit a Superdrug store or contact customer services on 0345 671 0709.
Active online orders
If the deceased had outstanding online orders placed through Superdrug’s website or app at the time of death, contact customer services at help@superdrug.com or 0345 671 0709. Orders in transit can often be redirected or refused at delivery; once received, items can be returned for a refund within 28 days provided they are unopened and in resalable condition.
Refunds are returned to the original payment method. If the payment card has been cancelled as part of estate administration, mention this to the customer services team – they may be able to issue a cheque to the estate instead.
Tips and things to watch out for
Superdrug Mobile and Superdrug retail are separate companies. Contacting Superdrug’s main customer service number will not close a Superdrug Mobile account. Call Superdrug Mobile separately on 0333 338 1055 or email help@superdrugmobile.com.
Superdrug Online Doctor subscriptions will keep charging. If the deceased had a subscription to a weight management programme or ongoing treatment plan, the charges do not stop automatically on death. Contact the patient care team (020 3588 0293) as soon as possible to avoid further payments being taken.
Get the points balance before you call. If the deceased used their Health & Beautycard regularly, check the balance in the Superdrug app or on the website before notifying customer services. Once the account is flagged as deceased, access may be restricted immediately.
Private prescription records cannot be passed to relatives without consent. If you need to access the deceased’s treatment history from Superdrug Online Doctor for estate or insurance purposes, speak to a solicitor about making a formal subject access request on behalf of the estate.
Keep records of all contact. Email is better than phone for anything involving account closure or subscription cancellation, as it creates a written record. If you make a phone call, note the date, time, name of the agent, and what was agreed.
Check for direct debits. If the deceased paid for Superdrug Mobile by direct debit, or for any Superdrug Online Doctor subscription, notify your bank once the accounts are closed to cancel the mandates. Otherwise, payments may attempt to be taken even after you have notified Superdrug. Our guide on cancelling direct debits after a death covers how to do this safely.
Summary
Superdrug has multiple services to notify separately. For most families, the priority order is: Superdrug Mobile first (to stop billing), then Superdrug Online Doctor if there were active subscriptions, then the Health & Beautycard. Gift cards and pharmacy records can be addressed when time allows.
Key contacts:
- Superdrug customer service (Health & Beautycard, retail): 0345 671 0709 or help@superdrug.com
- Superdrug Mobile: 0333 338 1055 or help@superdrugmobile.com
- Superdrug Online Doctor patient care: 020 3588 0293
Have to hand: a copy of the death certificate, the Health & Beautycard number, and the Superdrug Mobile account number if relevant.