Frequently asked questions

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  • What is

    We are a secure and safe online clinic, offering consultations, prescriptions and medicines all in one place. Here at, we’re happy to be able to supply treatments for a range of conditions, including hair loss, erectile dysfunction and period pain.


    Each order made through our site is screened by a qualified physician, and is only issued if it is safe. Approved orders are handled by our pharmacy, who then ships your medicine to you via overnight courier.


    Click here to find out more about us.

  • Are you a registered pharmacy?

    Yes. We are based in the UK and registered with the General Pharmaceutical Council. You can find our entry in their online database here.

  • Are your doctors GMC registered?

    Yes. Every doctor we work with is enrolled with the General Medical Council in the UK. Your safety is their absolute priority, and they will only draw up a prescription for your treatment if they are sure it is safe.

  • How secure is my data?

    Orders made through our site are handled with total confidence, and your information is always kept secure. We will never share your details with anyone else or sell them on.

  • How can I contact you?

    Email us at or call us on 0207 043 0716. Our customer service team is available Monday to Friday, 9am to 5pm. You can also reach us by using the live chat app on our website. Just click on the green box located at the bottom left corner of the page.

  • How can I find the treatment I need?

    You can locate the medication you are looking for in a number of ways. If you know the name of the product you need, you can either type it into our search box, or find it using our A-Z drop down menu; on our homepage, just click on the link beneath the search box.

    Alternatively, if you don’t know the name of the drug you require, you can search for it at our pharmacy 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 on our homepage.

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

  • How can I be sure I am buying the right treatment?

    Before buying one of our medicines, it is important to read the information provided to make sure that it can treat your condition, and that it can be used safely by someone with your medical profile.

    When you opt to buy a specific treatment, you will be presented with a short 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 your doctor may need to know; such as your overall health or lifestyle habits, allergies, or information about other medicines you are currently using.

  • What is included in the price?

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

    If you opt to pay by cash on delivery, a £19.99 administration fee will be charged. Paying by credit or debit card through AltaPay however is free.

  • How long does it take me to order?

    It only takes around five minutes on average to complete our simple ordering and consultation process.

  • What happens if my order is rejected?

    In the event that the medication you have ordered has been found unsuitable for you by our doctor, you’ll be notified by email, and you won’t be charged.

  • Are all your treatments genuine?

    Yes. Every item stocked by our UK-based dispensing pharmacy is a licensed product, either sourced from reputable wholesale suppliers, or the manufacturers of the medicines themselves.

  • What happens once I have ordered?

    The answers you have supplied to the questions in our 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 make up an e-prescription for you and send this to our pharmacy.

    Your medication is then dispensed at our GPhC-regulated pharmacy and shipped to your door within one working day.

  • How can I make sure I get my order within 24 hours?

    On Mondays to Fridays, orders placed 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.

  • Do I need to fill in the questionnaire every time I order?

    No. When you make a repeat order, you only need to retake our questionnaire if any information pertaining to your medical condition has changed.

    This includes: changes in existing conditions or the development of any new conditions; any changes in your general health, such as your blood pressure levels or your weight; if, since your last order you have become pregnant or have begun breastfeeding; or if you have learned anything new about your health since your last online consultation.

    Please let us know if anything relating to your overall health had changed when reordering. Our doctor may need to reconsider your suitability to your treatment.

  • Will I receive a confirmation from you?

    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 service team is ready and waiting to help.

  • What are the means of payment?

    At present, we accept payments made by credit or debit card through secure payment gateway AltaPay, or by cash on delivery.


    Please note: we charge a £19.99 fee for payments made by cash on delivery. (However, there is no charge for payments made through AltaPay.)

  • What is AltaPay?

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

  • Can I pay with PayPal?

    No. We do not accept PayPal payments.

  • Are my payment details secure?

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

  • Can I change my billing address?

    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.

  • How can I track my order?

    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 service team.

  • Can I change my delivery address?

    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, you can do so by calling our customer service team, or that of the courier handling your order.

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

  • What happens if I am not there when the courier comes?

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

  • What is the delivery price?

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

  • Which courier do you use?

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

  • Can I set the delivery time?

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

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

  • Can I send back my order?

    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.

  • How do I access my account?

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

  • What is my 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.

  • Can I change my password?

    Yes. You can change your password by choosing the ‘forgot password’ option on the login screen. A link will be sent to your email address.

  • How do I change my login 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.

  • How do I change my medical details?

    When you come to reorder, you will be presented with an option to make adjustments to your medical details. Simply click on ‘Review My Answers’ and follow the instructions.

    If you need to notify us of anything after placing an order, please call our customer service team.

  • Can I talk to a doctor?

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

  • How do I make a complaint?

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


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

  • What is your refund policy?

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


    If you have not yet received your medicine and would like to cancel your order, please get in touch with our customer service team.

  • How can I reach your doctor?

    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 service team, who will then pass your query or complaint on to the relevant person.