Welcome to the FAQ section of HealthExpress.co.uk - The UK's favourite online clinic. We have prepared answers to some of the most popular questions regarding the use of our website, please get in touch if your question isn't covered below.
How long has HealthExpress been established?
HealthExpress was established in 2002 and since then has helped thousands of people get the treatment they need. To find out more about how we began and HealthExpress over the years, you can visit the Our Story page.
Is HealthExpress legitimately selling medication?
Yes. We only provide medications after one of our registered doctors has made a diagnosis based on a very comprehensive online consultation. All of our medications are dispensed by pharmacies registered in the UK with the General Pharmaceutical Society.
Any websites offering prescription medications without a prescription are doing so illegally, and websites that market any prescription drugs are also illegal in the UK. Click here to find out more about your rights as a consumer.
What is your security policy?
HealthExpress.co.uk is committed to patient privacy and security. All the information you supply us with is legally protected under doctor-patient privilege. Our online ordering system is protected with VeriSign secure encryption technology, so all personal and credit card information is submitted with the highest level of security for your protection.
What services are included with my order?
With every order you will receive a number of free services. Registering with HealthExpress includes a free online consultation, and there is no fee attached to receive your diagnosis. We offer free delivery to most UK and international destinations. Our Delivery Information page lists all of our delivery information, within the UK, Europe and Internationally.
Do I still need to visit my doctor?
For the vast majority of cases, most of the questions covered by the consultation form are more than sufficient to make an effective diagnosis. However, it is always advised that you consult your own doctor before commencing any line of treatment. Our doctor can notify your doctor of any diagnosis and treatment issued at your request, if you want to keep your GP records up to date. Simply tick the appropriate box to choose this service during your consultation.
Can I speak to the online doctors directly about my condition?
Yes, our doctors are available to provide advice and support. All you need to do is send an e-mail to email@example.com. Alternatively you can contact our Patient Support team on 020 7084 7594 and they will be able to put you in touch with a member of our medical team as soon as possible.
How is your doctor service regulated?
The HealthExpress Doctors service is provided by e-med Private Medical Services Ltd, which is registered with the Care Quality Commission (registration number 1-179645951), the regulator of NHS and private medical providers. Please visit our legal section to find out more information.
How long does delivery take?
Our free next-day UK delivery service is delivered to you the following working day, guaranteed, provided the order is placed before 3pm (Monday to Friday). Orders placed after this time will be dispatched the following working day. However, delivery to remote locations can take longer. For more information, please call us on 020 7084 7594 or visit our Delivery Information page.
How will my order arrive?
Deliveries with Royal Mail and UPS are packaged in a box, and then placed in a tamper-resistant envelope. Same-day deliveries are packaged in a discreet box. There will be no mention of HealthExpress or the contents on any packaging. To see an image of how you should expect your order to be packaged, visit our Delivery Information page.
Can my order be sent to a different address than my billing address?
Yes. An alternative delivery address can be provided when you order your treatment. If you have any special requirements, please do not hesitate to contact us.
Does someone need to be at home to receive my order?
Yes. All orders must be signed for when delivered. If nobody is available to receive the order, our delivery service will leave a card for you which will provide details of how to arrange collection or delivery at a more convenient time.
Can I return my order once it has been delivered?
The law prohibits the return of any medications. However, if your order arrives damaged or looks like it’s been tampered with, you should call our Patient Support team as soon as possible. When disposing of any unwanted medications, make sure you do so responsibly by taking it to your pharmacy or doctor’s office.
How do I obtain treatment?
Once you have read the necessary information about your condition, you simply submit a consultation form that will be reviewed by a registered UK doctor. The doctor then e-mails and/or texts you back with a link that allows you to proceed with obtaining treatment on HealthExpress. By clicking on the link, you can provide your payment details and complete your order. For further information on ordering treatments, please visit our How to Order page.
What is an online consultation?
Taking an online consultation is one of the first steps you need to take to get your medication. It is important because it helps our doctor prescribe treatments to you as safely as possible. The online consultation will include questions about your personal details, your current and past health, as well as the condition you require treatment for. If our doctor feels that we have the right medicine for your problem, you will be notified of their decision and you will be able to login to your secure patient area and place an order.
If during the consultation process, our doctor has any doubts as to whether the treatment is suitable for you, no recommendation will be made. Alternatively, you may be contacted to verify any questions our doctor may have about your health. To find out more about the consultation process and our procedures you can visit our How to Order page.
Can I place an order over the phone?
You can contact our Patient Support team from Monday to Friday between 7 am and 11pm to place an order or do a confidential consultation over the phone with one of our medically trained support staff.
What happens once I've placed my order?
After you’ve completed your consultation and you’ve been enabled to view the doctor’s recommendations, you may choose a treatment and make your payment. After payment has been made, a prescription for the selected medication will be sent to our UK pharmacy, where it will be checked and dispensed by a registered pharmacist. The pharmacy will dispatch it and you will be e-mailed and/texted with a tracking number and an estimated delivery date.
How old do you have to be to take a consultation or place an order?
You must be 18 years or older to be able to place an order or take a consultation with HealthExpress.
Can I still place my order online if I already have a prescription?
Yes, if you already have a prescription you can forward it on to us. For further information on how this works, just contact our Patient Support team on 020 7084 7594.
Are there any hidden costs I should be aware of?
No, there are no hidden costs. The price for treatment, if suggested, is made clear to you once the doctor has emailed you a diagnosis. HealthExpress do not charge for your consultation and free delivery is offered with all treatment options, unless you have selected otherwise.
Which credit/debit cards do you accept?
At present we accept the following cards: Visa, Visa Electron, Maestro, MasterCard and American Express.
Can I pay by cheque or postal order?
Yes, we are happy to accept payment by cheque or postal order. To do this, simply give us a call on 020 7084 7594 and we will talk you through the process. All cheques and postal orders should be made payable to Hexpress Healthcare Ltd and sent to us with your name, order number and cheque guarantee details (where applicable). Orders will only be dispensed once the cheque/postal order has cleared successfully. You can find out more about the different payment methods on our Payment Options page.
Can I use more than one card to pay?
Unfortunately we can only accept payment from one card, but we offer a wide range of other payment options which you can read about on our Payment Options page. Alternatively you can contact our Patient Support team on 020 7084 7594 with your enquiry.
How will this transaction appear on my card/bank statement?
To make sure that your order remains private, our website name will not appear on your bank or credit card statement, the transaction will appear as Healthexpress.co.uk.
How do I know that the medications I’m receiving from HealthExpress are genuine?
We only sell genuine and branded medications, dispatched from regulated UK pharmacies, registered with the Royal Pharmaceutical Society. You can verify our credentials here.
What happens if I experience side effects?
Prescription medications have the ability to cause side effects, especially in people using a different type of medication for the first time. We provide information on some most common side effects on all our medication pages.
If you experience any of these side effects for a short period of time, there is no reason to be worried, however if they become particularly prolonged, uncomfortable or if you experience anything more serious, you can contact our Patient Support team or speak to a doctor for advice. Always make sure you use medications exactly as instructed.
I’ve seen other websites that allow you to buy immediately. Why is your process so complicated?
Sites that allow you to purchase medications immediately are doing so illegally. Our process may take a little longer to complete, but it is the only way we can ensure that all our patients are getting the right medications, legally. We have streamlined the consultation and ordering process, so that most of the orders we receive are dispatched the same day.
Please feel free to contact us with any other queries you may have.