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 doctor 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 doctor may need to know; such as your overall health or lifestyle habits, allergies, or information about other medicines you are currently using.

Once our doctor 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 doctor, or the pharmacist, you’ll be notified by email, and you won’t be charged.

Yes. Every item stocked by our UK-based dispensing pharmacy is a licensed product, sourced from reputable wholesale suppliers.

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

Once your order has been confirmed as suitable for you, our doctor 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.

Please note: when your parcel arrives, you will need to present a photo ID to the driver. This can be either a valid passport, or a UK or EEA photocard driving licence.

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 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 doctor 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 doctor, 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 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, our courier partner 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.

Yes. Simply login to your account and amend your details on the profile page.

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 doctor. (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.

We only work with reputable delivery companies, including DPD, UPS® and Royal Mail.

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

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

When accepting your delivery, you will need to show the driver a valid, government-issued photo ID, such as a UK or EEA driving license, or passport.

Please make sure you have this ready when your delivery is due to arrive.

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 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.