Frequently asked questions

Alternatively, if you don’t know the name of the drug you require, you can search for it by typing in the name of the condition you are looking to treat into our search box; or again, by opening our condition drop-down menu by clicking on the link beneath the search box.

If you can’t find what you’re looking for, our customer care team may be able to help.

If you have not used a particular medication before and are not sure whether it is suitable for you, we would advise that you see your doctor to discuss it person, before placing an order online.

When you opt to buy a specific treatment from our site, you will be presented with a medical questionnaire. You should ensure that your answers accurately reflect your current medical state, so that our prescriber can determine whether the product you are buying is right for you. This means disclosing all relevant information pertaining to your medical history, and anything else our prescriber may need to know; such as your overall health or lifestyle habits, allergies, or information about other medicines you are currently using.

Once our prescriber has reviewed your order, they will send you some important safety information. Please make sure you read and understand this fully before proceeding with your order.

The listed price for each product is all inclusive, covering the cost of your medicine, consultation, and express delivery on Mondays to Saturdays.

In the event that the medication you have ordered has been found unsuitable for you for any reason by the prescriber, or the pharmacist, you’ll be notified by email, and you won’t be charged.

The answers you have supplied to the questions in your medical assessment are then reviewed by one of our GMC-registered doctors or UK pharmacy prescribers.

Once your order has been confirmed as suitable for you, our prescriber will send you a notification, inviting you to review the advice and safety information provided by them.

Once you have confirmed that you have read and understood this, an electronic prescription is issued by the doctor, and your order is passed on to the pharmacy.

Your medication is then dispensed and shipped to your door within one working day.

To ensure you receive your treatment in as timely manner as possible, we would advise that you keep an eye out for emails and texts with updates about your order.

After reviewing your case, the doctor or pharmacist may ask you to provide further information relating to your order.

Once the doctor or pharmacy prescriber has approved your order, they will always ask you to review their advice and safety information before passing your order on to the dispensing pharmacy.

If you are asked by our doctor or pharmacist to review information or answer additional safety questions, it is important to do so as soon as you can, to help us ensure your order is not subject to delay.

On Mondays to Fridays, orders approved by the doctor before 4pm will arrive the following day.

Orders placed after 4pm on Fridays and at weekends will be delivered no later than the following Tuesday.

For UK customers placing their order before 4pm on Friday, we offer a free Saturday delivery service at no extra cost.

Yes. You will need to retake the questionnaire each time you order and provide up-to-date information, so that the prescriber can accurately assess your case.

Yes. We will keep you updated at every stage of your order by email, and also by text message if you have supplied your mobile number.

If you need any further assistance, our customer care team is ready and waiting to help.

If your order has not yet been approved by our prescriber, you can still cancel it. Just get in touch with our customer care team, and they’ll cancel it for you. If you cancel your order with us before it is approved, you won’t be charged.

Please note that we will be unable to cancel your order or make amendments to it once it has been approved by our doctor.

(When our doctor has reviewed your order, you will receive an email letting you know.)

We offer two types of test kit: pathology lab tests, and self-test kits that give you a result at home.

When you order a pathology lab test, we’ll send you a kit containing everything you need to collect your blood or urine sample. Once you’ve collected this according to the instructions, you’ll need to send it to our pathology partners in the box and envelope provided. Our pathology partners will then analyse your sample. They can usually turn around urine test results in 1-2 days, and blood test results in a few hours.

When your result is ready, they’ll notify us, and we’ll send your result to your secure patient area. When your result is ready to be viewed, you can see it by logging in. If your test result indicates you need further treatment, our prescriber will provide information on this.

The other type of test kits we offer don’t need to go to a lab to be analysed, and can provide a result at home in a few minutes. When you order these test kits from us, you’ll receive everything you need in the kit to perform your test, but out prescribers won’t be notified of your result. You’ll need to follow the instructions provided in the leaflet with the kit, if your result indicates you need to seek treatment.

We accept payments made by credit or debit card through secure payment gateway CLiQ Payments.

CLiQ Payments is an internationally-renowned online payment portal, which we use to process payments for our service.

No. We do not accept PayPal payments.

Yes. When you order with us, we do not have access to your card details at any point. These are handled exclusively by CLiQ Payments, and kept safe.

Yes. You can enter different billing and delivery addresses when placing an order. You can also make alterations to your details by accessing your profile.

Once your order has been shipped, the courier company delivering your order will supply you with a tracking number by email, which you can use to follow the progress of your items.

If your order does not arrive as scheduled, please contact our customer care team.

If you have already placed your order and want to change your delivery address, please contact our customer care team as soon as possible.

Please note that we will not be able to change your delivery address for an order you have already placed once it has been approved by our prescriber. (For this reason, we would advise that you carefully check your delivery address when completing the form on our checkout page to ensure it is up-to-date and correct.)

Please also be aware that if you do change your address after placing your order, you may not receive it in the normal 24 hour window.

Your driver will leave a calling card for you, so that you can reschedule delivery.

Next-day delivery made on weekdays and Saturdays in the UK is free.

After your medicine has been dispensed, it will be packed and sealed in plain packaging by our pharmacy team, and then passed onto our parcel transfer partners, ParcelXpert, to be shipped.

Most orders placed through our private prescription service are delivered by DPD, however we do occasionally use other providers such as UPS and Royal Mail.
Orders placed through our NHS service are delivered by Royal Mail.

Unfortunately, we are unable to allow you to choose your delivery time.

However, the courier will email you to let you know what time to expect your parcel on your day of arrival.

The driver will ask for a name and signature when delivering your parcel.

We are unable to accept returns or offer refunds on prescribed items, as it is against the law to do so. Any medications returned to us are destroyed.

If there is a problem with your order, please contact us and we’ll do everything we can to help resolve the issue.

Click on ‘Patient Account’ at the top right of our website, then login using your email address and password.

You can find out what your password is by referring to the email which was sent to you when you placed your first order.

Yes. You can change your password in your patient area.

If you have forgotten your password, you can reset it by choosing the ‘forgot password’ option on the login screen. A link will be sent to your registered email address.

Once you have registered with an email address, you cannot change it. If you have a new email address, you will need to create a new account.

If you need to close your account, please contact our customer care team.

When you come to reorder, you will be presented with a new questionnaire. If your medical status has changed since you last ordered, you should explain this when providing your answers.

If you are taking medication and your medical status changes, you should notify your doctor as soon as possible, so that they can assess whether the medication is still suitable for you, and provide an alternative where required.

Yes. Once your order has been placed, you will be able to contact the doctor who has reviewed your case via your Treated.com profile.

If for any reason you are unhappy with the service you have received from us, please get in touch with our customer care team on 0207 043 0716, or drop us an email at customercare@treated.com.

Our office is open from 9am to 5pm, Monday to Friday, and we aim to respond to every email within one working day.

You can read more on our complaints policy here.

We are unable to offer refunds on prescribed medicines, as it is not permitted by UK law to do so.

If your treatment has not yet been approved by our doctor and you would like to cancel your order, please get in touch with our customer care team.

Patients with an account can contact our doctors or prescribing pharmacists by logging into their patient area and sending a message via our doctor chat facility.

Those who do not have a patient account and wish to get in touch with our doctors can do so by contacting our customer care team, who will then pass your query or complaint on to the relevant person.