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 to Friday are processed within 1 working day, and dispatched within 5 working days.
Orders placed after 4pm are processed the next working day.
Due to Doctor availability, we are currently only issuing digital prescriptions. If you still require a physical prescription, please fill out your order request as normal and follow up this order with a message clearly requesting a paper prescription and the address you wish it to be sent to. This paper prescription may be subject to a delay of up to 7 working days.
Digital prescriptions will be sent to a pharmacy of your choice within 2 hours of being approved by our IMC-registered in-house doctors.
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 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.
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 02 120 63396 (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.