Weight Loss FAQ

Everything you need to know about our weight loss service

What’s included with my order?

If you are ordering weight loss tablets, your order will contain your prescription of weight loss tablets.

If you are ordering weight loss injections, your order will contain:

  • Your prescription of pre-filled weight loss injection pens
  • Needles
  • Sharps bin for safe disposal of needles (if ordered as part of the bundle)

When should I place my next order?

For Weight Loss medication that is injectable such as Wegovy and Mounjaro, we recommend you order after having your first 2 doses. This allows you enough time to see how you are getting on with the current dose and ensures its appropriate to move you onto the next dose.

Each month you should increase your dose until reaching the maximum maintenance dose. Should you wish to step down a dose or stay on a particular dose please message our doctors for more advice.

How do I reorder for my next dose?

To reorder your weight loss medication, all you need to do is:

  • Repeat your online consultation
  • Highlight your weight loss treatment
  • A doctor will review it to make sure it’s still suitable
  • If suitable, we dispatch your medication via your chosen delivery method.

You will need to submit another photo after 3 - 4 months of using weight loss treatment and again annually. This is so our doctors can monitor your weight loss rate to ensure you’re losing weight safely.

Why can I not see the product I need to order?

It may be that you have not correctly filled out the assessment. If you are looking to change dose you will need to ensure you indicate

  1. You are currently on a weight loss treatment
  2. Correctly identify the medication you are on
  3. That you want to continue with the medication
  4. The current dose you are on

Alternatively from time to time due to things outside of our control we may experience a stock issue. If this is the case, we may turn off a particular product or dose meaning you will not see it at check out. We continue to work closely with both manufacturers and suppliers to ensure a consistent supply of all medications.

We would recommend checking the website for all the latest stock updates. If a line is out of stock it's likely to be short time and is often available the following week or the first week of each month.

How do I know to increase my dose?

After 4 weeks on your current dose, you may increase your dose. But if you’re still suffering from side effects, or you feel you need to stay on the current dose for any other reason, you can do so and move up at a later date.

Mounjaro only: There are three licensed maintenance doses for Mounjaro: 5mg, 10mg and 15mg. This means that once you get to one of these doses, you can stay on that dose rather than moving up to a higher dose if you feel it’s working well for you.

How long will my treatment last?

For Weight Loss medication that is injectable such as Wegovy and Mounjaro, each pen contains 4 doses. You should take one dose a week and therefore each pen will last 4 weeks.

Each month you should increase your dose until reaching the maximum maintenance dose. Should you wish to step down a dose or stay on a particular dose please message our doctors for more advice.

How should I store my medication?

For Weight Loss medication that is injectable such as Wegovy and Mounjaro, the manufacturer advises to store your in the refrigerator. Do not freeze.

For Wegovy, if needed, your current in-use pen can be kept outside of the refrigerator (below 30°C) with the pen cap still on for up to 6 weeks.

For Mounjaro, if needed, your current in-use pen can be kept outside of the refrigerator (below 30°C) with the pen cap still on for up to 30 days.

When will my order be delivered?

At the time of placing your order and in your order approved email an estimated delivery date will be shown.

Once your order has been dispensed for delivery you will receive an email from our courier provider with a tracking reference and a more specific estimated delivery date. Please continue to track your order directly with our courier provider.

Want to track your order? Log into your account here

How do you send out these orders?

Any cold chain medication products such as Wegovy or Mounjaro are sent out in special packaging that allows the medication to remain within the required temperatures as set out by the manufacturer.

Please note at present we are only able to send out Mounjaro via cold chain delivery. All weight loss medications including Mounjaro are available for Pharmacy Collect.

What happens if my order is delivered late?

In the rare case that your order is delivered late please refrigerate your order and contact our Patient Care Team as soon as possible.

It is likely your pen may still be suitable to use and our Patient Care Team can advise you further on this.

Need to let us know about a delay? Log into your account here

Why is my order still pending?

Our doctors may require more information before they can accept your order. This may include needing to provide a photo ID or pictures of yourself. This is done to assure the medication is being prescribed in a safe and appropriate manner as a remote prescriber.

Protecting your privacy

We understand that uploading photos can be a very personal experience, and your privacy is always important to us. We follow a strict security & confidentiality process for any personal images shared with us, and they will only be viewed by your prescribing doctor.

Why do I need to send my doctor photos to get treatment?

We need photos as evidence of your weight because we can’t see you face-to-face. This is to make sure your treatment is safe and suitable for you.

Weight loss medication is safe for use, but only when you meet the right requirements.

Protecting your privacy

We understand that uploading photos can be a very personal experience, and your privacy is always important to us. We follow a strict security & confidentiality process for any personal images shared with us, and they will only be viewed by your prescribing doctor.

What photos may you require?

You need to provide 2 photos. We may ask for additional photos if we require them.

Photo 1: This photo must show your feet on a set of scales with your weight clearly visible.

Photo 2: This photo must show your whole body. You do not need to show your face, and you can wear anything you’re comfortable with, providing we can still see the shape of your body.

  • Please make sure all photos are in focus with good lighting.
  • Do not edit these photos or apply any filters.
  • You can use cropping to remove your face if you choose to.
Weigh yourself on a set of scales and take a photo of your feet clearing showing your weight
Take a photo of your body in front of a mirror. We must clearly see the shape of your body

How to upload your photos

1. Sign into your Online Doctor patient account.

2. Select ‘Messages’ from the menu.

3. Select ‘New Message’, then ‘Choose files’. Choose your photos and press ‘Send Message’.

4. Your doctor will review your photos and get back to you as quickly as possible.

  • If you are suitable for your treatment, your doctor will issue a prescription, and we will dispatch your medication via your chosen delivery method.
  • If you are unsuitable for treatment or your doctor needs additional/clearer photos, they will let you know via your patient account.
  • We will cancel your order if you do not upload your photos within 2 weeks of requesting treatment.
Sign into your patient account
Log into your patient account
Select the menu
Select messages from the menu
Select new message
Select choose file
Select send message

Will I need to upload photos again?

You will need to upload photos:

  • Before you can start treatment
  • At your 3 - 4 month clinical review
  • On your annual review

After your annual review, you will only need to upload photos once a year if you continue treatment.

What happens if I don’t own scales for the photos?

Many places have public scales available, including your doctor's surgery, local gyms, and pharmacies. You can also purchase a set of scales online or from retailers for around £10.

Why aren’t my photos uploading?

You can only upload photos that are in the right format and file size.

  • All images must be either JPG, PNG, or GIF
  • All images must be below 8MB

If your images do meet these criteria, and you are still unable to upload them, please send us a message.

How do I dispose of my sharps bin?

You can dispose of your sharps bin for free by contacting your local council and arranging a pickup

What should I do if I miss a dose?

If you forget to take your Mounjaro or Wegovy injection:

If it's been 4 days or less: Take the injection as soon as you remember. Then, take your next dose on your regular schedule.

If it's been more than 4 days: Skip the missed dose. Just wait and take your next dose on your regular day.

This way, you stay on track with your treatment plan.

How do I switch to a different weight loss medication?

Remember, if you’re switching from Wegovy to Mounjaro, you need to leave a gap of 5 weeks after stopping Wegovy before you can start Mounjaro.

If you’re switching from Mounjaro to Wegovy, you’ll need to leave a gap of 1 month. This is so you don’t develop severe side effects or overdose, which could result in serious illness.

When starting Mounjaro, you need to start at the 2.5mg dose, regardless of anything else you’ve been using before this. This is because it’s a totally different drug to any others available. And unless you’ve been on Ozempic just before starting Wegovy, you’ll need to start on the lowest 0.25mg dose and work your way up every 4 weeks.

What are the side effects of weight loss injections?

The most common side effects of Wegovy are: headache, vomiting, diarrhoea, constipation, nausea, abdominal pain, and fatigue.

The most common side effects of Mounjaro are: nausea, vomiting, diarrhoea, and constipation.

If you are worried about side effects, you can message our doctors directly through your patient account.

How do I get a letter for my GP or to be able to travel with the medication?

On approval of any order, you will also be provided with a letter. This letter can be shared with a GP or downloaded for travel purposes as well.

Will I need to drop back to the starting dose if I travel?

If you're travelling and need to adjust your dosing schedule, you can do so as long as there are at least 4 days between any two doses. You will need to go back to your starting dose if you have more than a 2-week gap between doses.

How can I change my dosing days if I'm going on holiday?

If you're planning a holiday and need to adjust your dosing schedule, you can do so as long as there are at least 4 days between any two doses.

However, if you have more than a 2-week gap between doses, you must go back to the starting dose of your treatment and work your way up again.

Can I order more in advance?

Yes, you can order more of your weight loss injections in advance. This can help ensure you have a continuous supply without interruptions in your treatment.

How can I get more needles?

You can get more needles from your local pharmacy. We recommend 32G/4mm screw fit needles. Compatible examples include BD Micro-Fine Ultra, GlucoRx Ultra Carepoint, and GlucoRx Finepoint.

Can I collect my order from a pharmacy?

Due to fluctuating stock issues it is not always possible to collect your weight loss medication from a pharmacy. If this is possible for your medication, this will be displayed as an option after selecting your product.

Why does the syringe look like it has more doses?

If there is more fluid in your pen, this may be caused by the small amount of 'surplus fluid' left in each pen. This fluid helps the pen function correctly and is nothing to be concerned about.

What should I do, if I mistakenly took an extra dose?

If you mistakenly took an extra dose, you may experience more intense side effects, but these will settle over time. If the side effects are troublesome, delay your next dose by a few days. However, if the side effects are severe or not resolving, speak to a healthcare professional. It's essential to read the user manual and instruction leaflet carefully and only inject the dose instructed.

What if I have lost or misused a dose?

If you lose or misuse a dose of your Mounjaro or Wegovy injection, you have two options:

Option 1: Ideally, you should use each dose for at least 4 weeks before moving to the next one. We recommend getting the same dose again and continuing with another pen for another 4 weeks. There's no harm in staying on a lower dose longer than 4 weeks. Many people do this to allow any side effects to settle.

Option 2: If you don’t want to stay on the same dose and have not had any side effects, you can consider moving up to the next dose after your 3 doses are finished. However, this is not the recommended use of the pen and may cause more side effects at the higher dose.

If you lose or misuse more than one dose, you should order another pen of the same dose to continue for at least 4 weeks in total. We do not recommend moving up to the next dose if you've had fewer than 3 doses at your current level.

How should I adjust my dosage?

You should only ever adjust your dose as instructed by your doctor. Always follow your doctor's instructions and check your treatment plan in your patient account before changing your dose.

The time between doses is usually 4 weeks. But this can change depending on how you're responding to your treatment.

What should I do, if I mistakenly took an extra dose?

If you mistakenly took an extra dose, you may experience more intense side effects, but these will settle over time. If the side effects are troublesome, delay your next dose by a few days. If the side effects are too difficult to manage or are not getting better, speak to a healthcare professional.

How long does it take for the medication to work?

It depends on the person. Some people see results within a few weeks, while others might need a few months.

You might start feeling fuller after a few doses, but it can take time for the medication to fully work in your body. If you don't see any changes after a few months, you can talk to your doctor about other options.

Why aren't I losing more weight?

You may notice that you suddenly stop losing weight after a period of weight loss. This is called a weight loss plateau, and it's a natural part of the process.

When you increase your dose, you also might notice that it doesn't work as well as before. This is normal, as your body gets used to the new dose. At first, you might also lose water weight instead of fat, which is why your weight may stabilise.

If you keep taking your medication as directed, eat healthy and exercise regularly, you should continue losing weight after your plateau.

What are alternative treatments for weight loss? Would something else work better?

For weight loss injections, options include Wegovy, Mounjaro, and Saxenda. Wegovy contains semaglutide, mimicking GLP-1 to signal fullness. Mounjaro contains Tirzepatide, mimicking hunger and satiety hormones. Saxenda, containing liraglutide, also signals fullness and aids weight loss with diet and exercise.

For weight loss tablets, Orlistat/Xenical blocks fat absorption, while Mysimba acts on brain areas controlling appetite and food cravings. alli, an over-the-counter tablet, contains a lower dose of Orlistat.

Regular weight reviews are essential with any treatment, alongside a healthy diet and exercise plan.

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