FREQUENTLY ASKED QUESTIONS
How do I find the item I am looking for?
We’ve worked hard to make our app as simple as possible to use. If you know the name of the product you’re looking for, use the search function on our homepage. If you don’t, you can easily search by the time of condition you’re looking to treat. You can also use the top navigation bar to 'Shop by Condition' to see a full A-Z list of the medicines that we can supply online and the medical conditions that we can treat.
If you still need help, simply pick up the phone or email us, and we’ll be happy to advise.
How can I check the status of my order?
You can check the status of your order at any time by logging into your account and viewing 'My Latest Order'.
You will be kept up to date at every stage of your order via email. Upon payment, you will receive an order confirmation email. We will also email you when we have dispatched your order; we aim to do this on the same, or next, working day.
Will I receive a receipt for my order?
Yes, you will receive an order confirmation via email.
What payment methods do you accept?
We accept most major credit and debit cards through our app, including PayPal and American Express.
Can I save my payment details for faster re-ordering?
Yes, you will be given the option to save your card details after you complete your order. This means that you can quickly checkout by selecting your saved card and confirming the CV2 (the three digits on the signature strip of your card). Your card details are stored securely with Barclaycard, one of the largest global payment processing companies that use the highest levels of security and encryption.
When will my card be charged?
When you confirm your order, we will authorize payment for your order amount from your bank. We will not charge your card at this time, however, your bank may prevent you from spending this money until the status for your order is updated. When your order is dispatched, your card will be charged. If for whatever reason, our medical team decides that we are unable to make a supply of medication, we will cancel the authorization on your card and you will not be charged.
What are the typical expiry dates on the products sold?
We use a stock rotation system to ensure you receive products with the longest possible expiry dates. We always aim to ensure that this is a period of no less than 6 months.
Why do I have to answer questions to purchase some medicines?
Some of the medications we sell are legally classified as ‘Pharmacy’ or 'Prescription-Only' medicines. 'Pharmacy' medicines can only be sold from a registered pharmacy under the supervision of a pharmacist. 'Prescription-Only' medicines require a valid prescription to be supplied. We ask you standardized medical questions to ensure that any treatment that we supply will be both safe and effective for you to take.
Can I order for others?
Consultations for prescription medicines must be completed by the patient. A prescription must be for a named patient who has completed the consultation themselves. This is required for us to operate safely and legally. Pharmacy medicines can be ordered for others such as family members, however, where possible we encourage the consultation process to be completed by the patient.
Can I repeat the order?
Yes, it is possible to repeat order your medication. If you are ordering repeat medications and the circumstances have not changed since the last order, the process is much quicker than your first consultation. You can order repeat supplies of medicines by logging in to your account (in the top right of every page) and selecting the medication you require from the list available.
Can I order medications other than those listed?
At present we can only supply the medications for the conditions listed on our website. This is to ensure we are prescribing safely for our patients. We are always looking to improve and expand our service, so keep looking out for new conditions and services being added.
Why has the doctor sent me a message?
Sometimes the doctors may require more information to ensure that the medication being prescribed will be safe and effective for you. Any extra information is only ever relevant for the treatment of your condition and is treated confidentially. You must provide the information required within 5 working days, otherwise, your order will be canceled and a refund will be issued.
Why has my order been declined?
If your order has been declined this is usually because there is a clinical reason where our doctors feel that the medication would be unsuitable for you. This normally means that further investigation is required and you should see your doctor or another healthcare professional.
You will receive a message from our doctors explaining any decisions regarding your consultation and a recommendation on where to seek treatment (if required) and a full refund.
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