Do I need a prescription when placing a consultation?

A prescription is not required when using our service as you will be issued with a private prescription from our online Pharmacist Independent Prescriber once your order is approved. This is an electronic prescription which the pharmacy will process. There is no need for you to do anythng.

I already have an existing NHS prescription. Can I use it?

Unfortunately, we are unable to accept any NHS prescriptions.

I have a Private or veterinary prescription. Can I use it?

Yes. You can as we dispense and process both private and veterinary prescriptions online. Please see private and veterinary section online to see how you can do this.

Will my GP be informed of my online treatment?

When placing an order, you will be given the option to enter your GP details. Although it is recommended and something we strongly advise you do to keep your doctor informed of the medication you are taking, this is completely optional and we will never inform your GP without your consent. We strongly recommend that you speak to your GP about medical conditions you have or any medications you are taking. However, we respect our patients' confidentiality and in line with GDPR legislation, we will not contact your GP without your permission.

Can I expect confidentiality of service?

All medical information and patient accounts are confidential. We treat your privacy and security with the utmost of importance and do not share your data with any other third parties. You can find out more by reading our privacy policy.

What is the cut-off time for next day delivery?

10am is the cut off time for next day delivery.

How long does it take before my consultation is looked at?

A prescriber should look at your consultation within a few hours and may get in contact with you if they have any further questions. In circumstances where a prescriber is not happy with your consultation then it could take slightly longer. For this reason, you will need to factor in this time when placing your consultation and should generally allow for an extra 24 hours (although this can take up to 72 hours on rare occasions).

Why is there a delay with my order?

Delays with your order may occur due to a number of reasons, such as your consultation requiring additional information by our doctor. Our system requiring an identity check from you or delays with the shipping service. Please check your order status within your account and feel free to contact our team if you require further information.

What do I do if I want to cancel my order?

If you'd like to cancel your order for any reason then please get in touch with our customer service team for assistance. Please note that cancellations over the weekend may not be possible and you will not be able to cancel your order once it reaches the 'complete' status.

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 standardised medical questions to ensure that any treatment that we supply will be both safe and effective for you to take.

Can I repeat order?

Yes. If you are ordering repeat medications and the circumstances have not changed since the last order then this is possible. It’s important that you are honest and update us on your condition if it has changed since your last order. This is to ensure that the medication is safe for you. You will be directed to the online consultation form where you can make changes to the answers you submitted during your last consultation. You can order repeat supplies of medicines by logging in to your account and selecting the medication you require.

Why has the Pharmacist sent me a message?

Sometimes the Pharmacist 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.

Why has my order been declined?

If your order has been declined this is usually because there is a clinical reason where our UK registered prescribers feel that the medication would be unsuitable for you. This normally means that further investigation is required and you should see your GP or another healthcare professional.

Are there any private prescription fees?

No, we do not charge any private prescription fees. The private prescription issued by our UK registered prescribers is completely free.