We understand you might have questions, so we have added information on the most common queries below. To get started, please use the tabs to select the section relating to your question. If you don’t see the answer to your query, please don’t hesitate to contact us.
How it works
How does your service work?
There are 3 stages to how our service works.
- Choose the condition you require
- Get your medication delivered to you
- Complete our online consultation
Who prescribes the medication?
Our prescribers include GMC registered GP’s and GPhC registered Pharmacist Independent prescribers. You will be able to find out who prescribed your medicine on your account section.
Is there a cost for my prescription?
No. There is no additional cost for a prescription as this is included along with the consultation.
How will you communicate with me?
We will communicate with you through your account section on our website as well as by email.
How do you confirm my ID?
We use LexisNexis to verify your ID and we only prescribe if you are over the age of 18.
Are there any additional fees?
No. Prices are as stated on our site, the only additional cost may be the type of delivery you select.
Will you inform my GP?
Although we do not contact your own GP without your consent, we highly recommend that you inform your GP that you have contacted us and about your consultation.
Is this service confidential?
Yes. We respect your confidentiality and your details are only used within our company.
The ordering process
What are your cut-off times for delivery?
On weekdays, our cut off time for next day delivery is 3.30pm. If you place your order on the weekend, then depending on the delivery option selected, we will dispatch your order on the next Monday.
How long will it take for the prescriber to authorise my consultation?
Our prescribers review your consultation within a few hours and will generally authorise them before the cut-off time. However, should the prescriber require more information from you, then this may delay your order until the prescriber is satisfied.
The decision to prescribe or refuse is solely the decision of the prescriber in accordance with their medical judgement. The decision is final and there is no appeal against their decision.
Are the consultations difficult to complete?
We have designed our consultations to be as easy and simple as possible. However, if you are unsure about anything please feel free to contact us.
Can I cancel my order?
Yes, if we have not confirmed dispatch. Please see our cancellation policy.
Will I get updates on my order?
Yes. You will receive email updates as well as updates on your account.
Which payment methods do you take?
We take all major credit and debit cards apart from American Express.
What name will appear on my bank statement?
When do you take the payment?
We take the payment when the order has been authorised by the prescriber.
Can I use somebody else’s card to make payment?
No. Our ID checks will only allow you to use a card registered to your name and address. This allows us to keep a safe audit trail of where we are delivering your medication.
If I qualify for a refund, how long will it take for it to be complete?
This is usually processed with 14 days of us receiving your returned item.
What are the delivery options?
We offer a clear next business day or 2-business days delivery service. All of our delivery times are guaranteed
Is your packaging discreet?
Yes. There will be no mention of where the package is from or what is contained in the package.
Can I track my order?
Yes. All orders can be tracked after you receive your confirmation email.
Will I need to sign for my order?
Yes. All items must be signed for.
Can I change my delivery details after you have dispatched?
No. Once we have dispatched the order no amendments can be made to the address.
Can I give you a different shipping address?
Yes. We can ship to an address of your choice after we have confirmed your ID.