You will be sent two emails when you order. A confirmation email will be sent to you at the time you place an order. A second email will be sent when a doctor has assessed your medical information and issued a prescription. The emails we send you will not contain any confidential information.
All prescription orders placed between 9am and 4pm Monday–Friday are processed and dispatched on the same day.
Orders placed after 4pm are processed and dispatched the next working day.
If you choose to have your paper prescription mailed to your address, you will receive it via post within 3–5 working days.
If your chosen pharmacy is unable to fulfil your prescription, we will get in touch with you to arrange alternative collection arrangements.
If you notice that your order has not been delivered by the time and date that's it's supposed to have been, please get in touch with us as soon as possible. This will help us figure out what the issue is, send out a new shipment where we can, or look at other alternatives.
Please note that because of reduced operating hours over bank holiday weekends there may be changes to the estimated delivery and click & collect dates. For each of our services, you’ll be able to see an estimated delivery date for your order. You can also see our Contact us page for customer support opening times.
If our doctor requires any additional information before issuing your prescription, you will find a message in your patient account. If for any reason our doctor is unable to issue a prescription for you, you will be informed of the reasons and refunded in full.
What if my order has not arrived?
If your order has not arrived, please call our Customer Support team on 020 3588 0292 (8am to 7pm Monday to Thursday, 8am to 6pm Friday and 9am to 5pm Saturday). Outside these times, you can message us through your account.
What if the doctor needs more information?
In some cases, the doctor may need some more information from you to continue with your order. When this happens, one of our doctors will send you a message through your account.
Once we have all the information we need, the doctor can continue to review your order.