We are a secure and safe online clinic, offering consultations, prescriptions and medicines all in one place. Here at Treated.com, 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.
Yes. We are based in the UK and registered with the General Pharmaceutical Council. You can find our entry in their online database here.
We are also registered with and regulated by the Care Quality Commission.
Yes. Every doctor we work with is enrolled with the General Medical Council in the UK, and our pharmacy prescribers are registered with the General Pharmaceutical Council. Your safety is their absolute priority, and they will only draw up a prescription for your treatment if they are sure it is safe.
Orders made through our site are handled with total confidence, and your information is always kept secure.
Please visit our page on how we handle your data to find out more.
Email us at customercare@treated.com or call us on 0207 043 0716. Our customer care 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.
Yes. Every item stocked by our UK-based dispensing pharmacy is a licensed product, sourced from reputable wholesale suppliers.
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 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.
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.
The 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.
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 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.
Our testing service offers an array of home test kits, so that you can test your sample yourself and get a result from the comfort of your own home. We also offer lab-test kits, for samples which need to be sent to one of our specialist laboratories for analysis.
Whether you purchase a home test kit or a lab-test kit, you don’t need to visit a clinic in person.
Our home test kits provide you with an accurate result quickly, and our pathology partners can turn results around within a few days, or even hours, of receipt of your test sample.
Laboratory test results are uploaded to your secure patient area, and we’ll let you know via email or SMS text when they’re ready for you to view.
If our doctor needs to speak to you about your results, they will contact you directly to arrange a suitable time to talk.
We always source our test kits directly from reputable manufacturers.
For laboratory test kits, we work directly with pathology labs to provide the test kits.
Yes. Your data and results are protected in line with GDPR guidelines, and for lab tests we’ll make sure that your results are sent securely to your patient area, and let you know via email or SMS text (depending on your preference) that your result is ready to be accessed.
As an extra security measure, we’ll ask you to log in before providing you with your result.
You can find out more about how we handle your data here.
If you require any assistance, you can email us at customercare@treated.com, or contact our friendly support team on 0207 043 0716. Our advisors are available to chat from 9am to 5pm, Monday to Friday (excluding bank holidays).
You can also get in touch with us by using the live chat app on our website. All you need to do is click on the green box located at the bottom left corner of the page.
Once you’ve found the test kit you’re looking for via our testing centre, you fill in our short order form, and your test kit will be sent from our pharmacy.
If you’ve ordered a self-test kit that doesn’t need to go to a lab, you can perform this at home and get your result in a few minutes.
If you’ve ordered a lab test kit, you’ll receive everything you need to collect your sample, and post this back to our partner testing lab. They’ll analyse your sample, and send your test result to us.
We’ll then let you know by email or SMS that your result is ready to be viewed in your patient area. You’ll be able to log in and view this, along with any other advice from our doctor where required. The whole process normally takes seven days or less from the time you order, provided you do not delay collecting and sending back your sample.
Your test kit is sent from our pharmacy in Bolton, UK.
We’ll deliver your test kit to you by special courier, so you’ll normally receive it the next working day.
The price detailed on our website for each product includes the cost of your test kit, delivery of the item, analysis at our lab (where required) and review and advice from our clinician (where required).
Our test kits include everything that you need to provide your sample, along with instructions in full.
No. We offer two types of test kit: pathology lab test kits and self-test kits. Only pathology lab test kits require analysis from our pathology partners. Self-test kits can provide you with a result at home, but our clinicians will not be informed of the outcome; so you’ll need to seek further medical advice should your test kit indicate that you need to.
Self-test kits will give you a result at home; some within minutes.
Results from pathology lab test kits take slightly longer. Our specialist partner laboratories typically can provide urine test outcomes within 1-2 days of receipt of your sample, and blood test results within a few hours.
Allowing time for postage and transit, it’s reasonable to expect that your result will be ready within a week of you ordering your test, provided you do not delay collecting and sending your sample.
Simply post your sample back using the freepost envelope included. We recommend doing this as soon as you can after collecting your sample, ideally within one to two hours and at a post box where the post is shortly to be collected.
Once your result is available, our pathology partners will alert us, and we’ll upload your result to your secure patient area. You’ll receive an email or an SMS text from us to confirm that your test outcome is ready to be viewed. You’ll then just need to login to your account to view it.
If you have purchased a lab test kit, and your test result indicates that further treatment is required, one of our prescribers will contact you to arrange a suitable time to discuss treatment options.
Because our prescribers are not notified of self-test kit results, if your test outcome reflects that you need further treatment, you should follow the instructions in the patient information leaflet provided with the test kit.
Yes. We make your results available via your patient area for your safety and security, and to protect your data in line with GDPR guidance.
In some cases, yes. Some of the treatments we provide do require a test result. However, the result doesn’t necessarily have to be taken from a test kit that we have supplied. A screenshot of the outcome, or correspondence forwarded from a testing service or clinic, may be sufficient.
If you receive a test result through our lab testing service that specifies that treatment is needed, our clinician may propose suitable treatments via our service. In these circumstances, you can complete your order using the result you received through us.
We only sell test kits that provide a high level of accuracy.
The lab test kits we offer use the same processes as those used in NHS laboratories.
The self-test kits we offer are manufactured by industry leading labs. In some cases, the leaflet will contain information on how accurate the test is.
If you have undertaken a test that has been sent to one of our laboratory partners for analysis, and your result indicates that further treatment is required, a Treated.com prescriber will contact you to discuss any additional tests that may need to be conducted.
In the event that you have purchased a self-test kit, and the result specifies that you need further treatment, you should follow the instructions provided in the patient information leaflet included with the test kit.
Please note that some of our self-test kits are suitable for single-use only, and as such, in the event that your test and its effectiveness is compromised, you will need to purchase another test kit.
Provided that your order for a test kit has not already been dispensed at our pharmacy, you can cancel it. Contact our customer care team and they will issue the cancellation.
If you cancel your order for a test kit with us prior to it being dispensed, you will not be charged. Please note that we can’t cancel orders for test kits or make changes to them once they have been dispensed at our pharmacy.
We are not able to accept returns or process refunds on test kits which have been issued, due to legal restrictions.
In the event that there is an issue with your purchase, please get in touch with us and we’ll do what we can to resolve the matter.
We accept payments made by credit or debit card via our secure payment gateway, CLiQ Payments.
No. We do not accept payments made through PayPal.
No. Only payments made by credit or debit card using our secure payment gateway are accepted.
Once your test kit has been issued, it is packed and sealed in plain packaging by our pharmacy team, and passed over to our parcel transfer partners, ParcelXpert, for shipping.
The majority of test kits are delivered by DPD. We do however use companies such as UPS and Royal Mail, occasionally.
All test kits processed through our website are delivered the following day (within 24 hours).
Once your test kit has been shipped, the courier company responsible for delivering it will email you with a tracking number, which you can use to monitor the status of your purchase.
Should your order not arrive as scheduled, please contact our customer care team.
Regrettably, you cannot choose a specific delivery slot for your order.
The courier will however email you to notify you of the time that you can expect your parcel to arrive at.
If you are not available to pick up your parcel, the driver will leave a calling card for you, so that you can reschedule delivery.
If your test kit is damaged, you should contact our customer care team on 0207 043 0716, or email us at customercare@treated.com.
To log in, click on ‘Patient Account’ in the top right-hand corner of our website, and input your email address and password.
Yes. You can change your password in your patient area.
If you have forgotten your password, you can reset it by selecting 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 can’t change it.
If you have a new email address, you will need to create a new account.
If you want to delete your account, you will need to contact our customer care team.
Yes. Having placed your order, you can contact the doctor who has reviewed your case using your Treated.com profile.
If you are unhappy with our service, please contact our customer care team on 0207 043 0716, or email us at customercare@treated.com.
Our office is open between 9am and 5pm, Monday to Friday, and we aim to respond to every email within one working day.
Yes. For more information about our complaints policy, click here.
Treated Live is a video doctor platform. It enables you to have a live consultation over secure video link with a doctor or pharmacy prescriber, from the comfort of your home computer or smartphone.
Because our clinicians are available from 6am to 11pm, seven days a week, you can book a consultation at a time that’s convenient for you.
Our organisation is registered with the Care Quality Commission (CQC) in the UK. They routinely monitor our services to help us ensure we’re delivering the best and safest care possible.
Our pharmacy is also registered with the General Pharmaceutical Council (GPhC) and the MHRA (Medicines and Healthcare Products Regulatory Agency).
We handle all patient and user data in accordance with General Data Protection Regulations (GDPR) 2018. All information is stored on secure servers based in the UK.
Read more about how we handle your data.
You can email us at customercare@treated.com, or call us on 0207 043 0716. Our customer care team is available Monday to Friday, 9am to 5pm.
Alternatively, you can also message us using the chat function on our site (look for the green box on the bottom right), or through your secure patient area.
Simply click on ‘book an appointment’, and you’ll be given the option to choose an appointment time, or have the next available consultation.
Yes. You can select a time on the same day, or select a time on a future day up to one week in advance. Appointments slots are 10 minutes long.
You’ll be taken through our checkout process, and prompted to test your camera and microphone on your device. Our interface also checks your internet speed to make sure your connection is strong enough to support a video call.
You’ll also be given the option to fill in a short questionnaire, and explain what it is you would like to talk to our clinician about. You don’t have to complete this questionnaire, but it will likely help to save time during your consultation if you do.
We don’t have this option available currently. However, if you can provide some information in the questionnaire about what you would like to speak to a clinician about, we can help make sure your consultation is with the most appropriate available person.
A pharmacy prescriber is a clinical pharmacist who is able to assess a patient’s case, and recommend and prescribe treatment. To practice in the UK, a pharmacy prescriber must be registered with the General Pharmaceutical Council.
Yes. We’ll send you a reminder email and SMS (if you’ve enabled SMS notifications) 15 minutes before your appointment is due to start.
It’s important to make sure the camera and microphone on the device you’re using are both working. You’ll be given the option to test these after you have made your appointment.
If you don’t have time to test your camera and mic after making your booking, don’t worry. We’ll also send you a link to do this in your 15 minute reminder email.
It could be that you haven’t enabled access on your device or your internet browser. Normally when you set up your camera or mic prior to a consultation, you’ll get a pop-up asking you to enable these or permit our site to access them.
If you don’t get this pop-up or if you’ve already selected ‘No’, you might need to enable them manually. We would recommend doing this in ‘Settings’ or ‘Preferences’ (the name may be different according to whether the operating system on your computer or device is Apple, Microsoft Windows or Android).
You can find more information on where to locate camera and mic access options by searching online.
Here’s some info on how to do it on:
iOS (Apple iPhone)
MacOS (Apple Mac)
Windows (Microsoft)
Android
If you’re still having technical problems and are not sure why, please give our customer care team a call and we’ll do all we can to help. They’re available from 9am to 5pm, Monday to Friday.
If you’re experiencing problems with your camera or mic outside of these hours, we recommend sending our doctor a message through your patient area, so they can try to help you; or reschedule your appointment if this isn’t possible.
If your connection drops or your consultation is interrupted due to a technical fault, please call our customer care team or, if possible, send your clinician a message through the chat facility. We’ll do everything we can to help get your consultation up and running again.
Our clinicians can discuss your problem with you, in many cases make a diagnosis, and provide helpful advice. They can also recommend and prescribe treatment where appropriate. If our clinician cannot make a diagnosis or get to the bottom of the issue, they will signpost you to a service that may be able to help.
Where appropriate, our doctors can also issue a fit note (for example, if your employer has asked you to provide one).
Please note that a pharmacy prescriber is not able to issue a fit note. So if you require one, please state this in the questionnaire before your consultation, and we will ensure your appointment is with a doctor.
Most consultations are completed within the first 10 minutes. However, if it looks as though your appointment is going to run over, shortly before the first 10 minutes are up our clinician will give you the option to extend your appointment by another 10 minutes. Additional 10 minute slots are charged at £25.
Completing the questionnaire before your appointment can help to save time during your consultation, and help make sure you stay within the allocated 10 minute slot.
Yes, in most cases. If your clinician writes a prescription, you will be given the option to have this dispensed at our UK pharmacy and shipped to you by secure courier. Most orders for medicines are delivered within one working day.
If we need to order a specific item for you, your order may take an extra day to reach you.
Yes. If your clinician issues a prescription, they can send this to a pharmacy of your choosing to be fulfilled.
After your consultation is complete, a member of our customer service team will contact your chosen pharmacy to check that they have the prescribed item in stock. They’ll then contact you to let you know when you can collect your medicine.
If your clinician has issued a fit note, you’ll be able to download this from your patient area after your consultation has finished. We’ll send you an email as soon as it is ready.
Yes. You can cancel your appointment free of charge at any time up to 10 minutes before it is due to start.
If you cancel it after this time, you may be charged a late cancellation fee of £15.
If you miss your appointment, you won’t be charged the full amount of £25 for your consultation, but you may be charged a late cancellation fee of £15.
To avoid any charges, please let us know as soon as possible if you need to cancel your appointment.
Our consultations cost £25 for the first 10 minutes, and £25 for each subsequent 10 minutes.
The fee for our doctor to issue a fit note is £8.50.
There is a fee of £8.50 if you would like your prescription to be sent to a local pharmacy of your choice.
However, if you have ordered your treatment from our UK pharmacy, the prescription fee is included in the price of the medicine (as is next day delivery by secure courier).
By credit or debit card. When booking your appointment, you’ll be asked to provide your card details during our secure checkout process. We’ll only take the £25 consultation fee from your card once your appointment has finished.
Any extra costs, such as a fit note fee or prescription fee, will be added during your consultation. You’ll be asked by our clinician to confirm these before payment is processed.
All payments are handled by Cliq Payments, a secure payment platform. We do not store your card details at any time.
No. Cliq Payments handle all payments made through our site.
When you order treatment from us, we’ll pass your order onto our courier partners, ParcelXpert, to be shipped.
They will then ship your order using DPD or Royal Mail. If you have chosen to have your order sent to a UPS Access Point to be collected, your order will be carried by UPS.
Delivery is included in the price of the medicine.
In most cases, your order will be delivered within one working day of approval from our doctor.
However, sometimes we will need to order your medicine from our suppliers if our UK pharmacy doesn’t have it in stock. This normally only takes a day to arrive, so you’ll receive your item a day later than usual.
Not currently. Your shipping handler will normally contact you with an estimated delivery time either on the day your order is due to be delivered, or the evening before.
The driver will leave a calling card, explaining what you need to do next.
In most cases, no. The driver will normally just ask for a signature.
However, in certain cases, you may be asked to provide ID. If you do, we’ll always let you know beforehand so you can have it ready to show the driver.
We’ll send your prescription to your local pharmacy as soon as our customer care team has contacted them and confirmed that they have your item in stock. In some cases, they may need to order your item from a supplier; we’ll let you know if this is the case.
If your chosen pharmacy are not able to order your treatment, we will contact you to arrange sending your prescription to a different pharmacy.
We’ll let you know an estimated arrival time when we send your confirmation email, so you know when to go and collect your treatment.
You can login using your email and password through the module at the top right hand side of our site.
Simply log in to your patient area and amend your details in the form provided. Alternatively, you can call our customer care team on 0207 043 0716.
You can amend your password in your patient area. If you’ve forgotten your password, you can also use the ‘forgot password’ option to reset it.
If you need to change the email address registered with your account, please contact us.
Contact us if you would like your account to be deleted. Please note that due to UK law, we are required to retain medical data for a certain period. Please consult our page explaining How we handle your data for more information.
We value patient feedback and are always looking to make improvements to our service wherever possible. If you are unhappy with the service we have provided, please contact our customer care team at customercare@treated.com, or by calling 0207 043 0716, and we’ll do everything we can to resolve the issue.
If after bringing your complaint to our attention, you are still not satisfied or feel as though as we haven’t properly addressed your concerns, you can make a formal complaint to the General Pharmaceutical Council.
For more information on how to make a complaint, please consult our complaints policy.
We won’t charge you for a consultation until it is completed. But please let us know if you’re unhappy with the service, or if you have ordered treatment and this has not arrived, and we’ll do our best to resolve the problem.
