Delivery and Returns

Confirming your order

A confirmation email will be sent to you at the time you place an order. You can see the details of the order in your electronic patient record. Another confirmation email will be sent when a doctor has assessed your medical information and issued a prescription.

We will send your prescription by post and you will receive it within 3 - 5 working days.

Packaging, dispatch and deliveries

Nothing on the outside of the envelope indicates that there is a prescription within. Most items are dispatched using Royal Mail on the day of the order or on the next working day except at weekends.

If your order doesn't turn up by the time and date that's it's meant to, please don't hesitate to get in touch with us. If you let us know right away then we can figure out what the issue was, we might be able to send out a new shipment, or we can look at other options to help resolve the matter.

If you're not eligible

If for any reason the doctor requires additional information prior to issuing a prescription, you'll find a message in your electronic patient record or you will receive a text message or a phone call. If for any reason an order is declined, you will be informed of the reasons and refunded in full to the same payment card.

Prescriptions

You can cancel an order for a prescription up until the point where the doctor issues it. This can be done by sending the doctor a message via your electronic patient record. Please note, a doctor may issue a prescription within minutes or hours of an order being placed.

If the doctor, for any reason, decides not to issue a prescription for an ordered medicine you will be notified via a message in your electronic patient record and a full refund will be made to your card within a few days. You will be able to see the reason the prescription could not be issued in your electronic patient record where you can see messages from our doctors.