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Frequently Asked Questions

Welcome to the HealthExpress FAQ page. On this page you will find answers to the most frequently asked questions, covering general questions about our company and service, how to place your order as well as treatments and deliveries. Don't hesitate to contact us should you have any additional queries.

About HealthExpress
How do I know you're an authentic online doctors? How do I know you're an authentic online doctors?

Certain bodies should regulate authentic online doctors and pharmacies. This includes GPC and MHRA; HealthExpress has both of these licenses. All websites selling medication online should also have a compulsory online consultation that will be reviewed by a certified UK doctor. If a site doesn't have this, the medication you're buying may not be authentic.

What is the process when buying medication online? What is the process when buying medication online?

It is illegal to purchase medication online without a prescription. Our process ensures that you only receive medication that is safe and suitable to take from the medical details you provided. This is in the form of a consultation detailing suitable questions for your condition, which is then reviewed by a certified UK doctor.

Any website which allows you to purchase medication without a prescription from an online consultation is operating illegally and taking medication ordered from such websites could put your health at risk.

What's an online consultation? What's an online consultation?

A consultation is necessary and mandatory when prescribing medications. This is the case when obtaining in-person or online.

The consultation will include general medical questions such as your blood pressure, weight and current medical history. The second section is specific medical questions about the condition in question.

This consultation takes no longer than 5 minutes to complete and includes every relevant question needed to ensure you're getting the right treatment.

Placing an order
Do you deliver to America? Do you deliver to America?

Unfortunately, we do not deliver to the United States of America at this time.

What is included in the online consultation? What is included in the online consultation?

General medical questions and specific medical questions about that particular condition are included in the consultation. We will also ask for your personal details in terms of payment and delivery.

All questions asked are 100% necessary when prescribing prescription medications to ensure you're receiving the best possible medical care.

What age must I be to order medication online? What age must I be to order medication online?

You must be over the age of 18 years old to buy prescription medication online. Our process for buying medication will involve an age verification process.

Buying medication on a minor's behalf is also forbidden.

What is the age verification process? What is the age verification process?

As an online healthcare provider, we always confirm that you are at least 18 years of age before your first purchase. Checks are carried out against information you provide including but not limited to your name, address and date of birth on national identity registers at the time of registration and may be carried out on future occasions should there be any discrepancies in your details as time go on. To make the process as easy as possible, all checks are carried out behind the scenes as part of the registration and ordering process, requiring no action on your part. However, it is important that you provide your billing address, even if your delivery address is different, at the time of ordering.

Should we be unable to verify your age based on the details you have provided, a member of our Customer Service Representatives will contact you to discuss other options to verify your age.

Can I send over my existing prescription? Can I send over my existing prescription?

You can, however our service is all-inclusive so the prescription is included in the cost.

Why do you need my phone number? Why do you need my phone number?

It may be necessary to contact you if there are any problems with your order. Problems can sometimes occur with taking payment or because the doctor has some further questions about your health, having already reviewed your consultation. If we contact you by phone, it minimises any delay to your order, and is one of the quickest ways to overcome any issue.

Can I place an order over the phone? Can I place an order over the phone?

Yes, absolutely. You can contact our Customer Service Representatives on 0207 322 9966 and they can talk through all the consultation. This can take between 5-10 minutes.

Here are some tips before calling to place your order;

  • Have a clear idea of your general medical health. For example, do you know your blood pressure, weight and height?
  • Have your personal details such as bankcard ready to process the order and to confirm your age.

You can review the consultation beforehand by clicking to order the particular treatment.

Why hasn't my order been approved? Why hasn't my order been approved?

Once your consultation is complete, it will be scanned through our system. If there's an initial issue, our Customer Service Representatives will contact you. It will also be checked by a certified doctor who may ask for some additional information.

Alternatively, there could be an issue with your personal and/or payment details. Our Customer Service Representatives will look to resolve this issue over the phone; however, if you are unavailable you will be emailed as well.

If there is an issue with your consultation, this doesn't mean you will not receive your order, but we need to ensure the medication is safe for you to use. If your order is declined by the doctor, you will be told the reasons why.

Can I place multiple orders at the same time? Can I place multiple orders at the same time?

This will depend on which treatments you wish to order. Certain medications may interact with each other, causing harmful side effects. If you wish to place a second order for a different medication, take another consultation and the doctor will be able to assess whether you are safe to use this medication alongside your previous order.

Can I order medication in bulk for prolonged use? Can I order medication in bulk for prolonged use?

No, it is dangerous and wasteful to stockpile medication for further use. This is the reason why we have a set amount of package sizes for each medication.

If you have special circumstances, please contact our Customer Service Representatives for more details.

What is the Auto Repeat Prescription service? What is the Auto Repeat Prescription service?

Our Auto Repeat Prescription service (ARPS) allows you to continue your treatment without interruption (between review dates set by our Doctors) via the continuous supply of your medication further to your obtaining repeat prescriptions from our Doctors. Prescriptions are Doctors' written authorisations for a patient to purchase a prescription medicine from our pharmacy.

Returns and Exchanges
Can I return my order? Can I return my order?

Due to UK laws and regulations associated with prescription medications, we cannot exchange or refund your order once it has been dispatched from our pharmacy for delivery.

My package has been tampered with. What can I do? My package has been tampered with. What can I do?

If you believe your order has been damaged or opened, please contact our Customer Service as soon as possible.

Medication
The packaging for my treatment is different to the image on the website. What does this mean? The packaging for my treatment is different to the image on the website. What does this mean?

The medication you order will always be the genuine medicine, however like all products, the packaging may be different as we use approx. 5/6 preferred manufactures to ensure we always have stock readily available. This doesn't mean the medication isn't authentic and it will still be exactly the same.

It's worth noting that certain medications have a cheaper version. Every prescription medication has at least one active ingredient, which may be available in branded and non-branded version. They work in exactly the same way.

How do I know the medication is genuine? How do I know the medication is genuine?

When buying prescription medication, a website must have the correct licenses from the General Pharmaceutical Council (GPC) and the Medicines and Healthcare products Regulatory Agency (MHRA) to sell medications online. At HealthExpress we have been approved by both regulators.

This ensures that you will receive genuine medicine, but there are also additional factors you can check yourself when you receive the medication.

  • Check that the packaging hasn't been tampered with, the patient leaflet is present and the blister packs are untouched.
  • Check the expiry date.
  • Are the pills authentic? Specific medication will have particular sizes, shapes and colours.
Do I need to consult my own doctor? Do I need to consult my own doctor?

We do recommend that you inform your doctor when buying medication online so they can keep up to date with your medical health. This can be done during the consultation by ticking the relevant box.

For asthma related products, we strongly recommend you inform your doctor, and we can do this on your behalf during your consultation. This is due to new regulations regarding the amount of asthma medication that can be prescribed at one time.

What should I do if I'm experiencing side effects? What should I do if I'm experiencing side effects?

If you're beginning a new treatment, you may experience some side effects. These tend to be manageable and disappear over time. If it is a continual medication you are taking and this is your experience, you can email the Customer Service Representatives and they will forward your email on to our partner doctor for his advice.

Other medications are just one dosage so side effects experienced will pass over time.

If you have any concerns regarding side effects or symptoms of an allergic reaction at any point, or have been experiencing symptoms for a long period of time, please stop taking the medication and seek medical attention as soon as possible.

How do I dispose of unwanted prescription medications? How do I dispose of unwanted prescription medications?

Unwanted medications should be taken to your local GP surgery or pharmacy for disposal.

Delivery
When will I get my order? When will I get my order?

Medication will arrive within 1-2 days after completing your order depending on the time and day:

  • Orders placed before 4.30pm Monday to Friday will be delivered the next day.
  • Any orders placed after 4.30pm will be delivered the day after next. For example, an order placed at 7pm on Thursday will be delivered on Saturday.
  • If ordered after 4.30pm on Friday, or any time on Saturday and Sunday, your order will arrive on Tuesday.

You can also choose the preferred day through our nominated day service. Your order will be delivered on your chosen day. Your order must be signed for.

Are there any delivery costs? Are there any delivery costs?

For our next-day delivery service and nominated day service to the UK and Europe there are no additional costs. UPS Pick Up Point orders are also free of charge.

Deliveries to Switzerland or Brazil will be charged with a shipping fee of £19.99.

Will I have to pay customs duty or import taxes? Will I have to pay customs duty or import taxes?

There are no additional taxes and custom charges to UK addresses. HealthExpress UK also delivers to Brazil and Switzerland and there may be additional charges here. Check with your local postal service regarding these charges.

Do I need to sign for delivery? Do I need to sign for delivery?

Due to the sensitive nature of the contents and where necessary, customers or their representative might be asked to sign for their orders.

My order hasn't arrived when expected. What shall I do? My order hasn't arrived when expected. What shall I do?

Once your order has been dispatched you will receive a confirmation via email (at approx. 6.30pm), that includes a tracking code. You can place this tracking code in the Royal Mail tracker app on their website to check where your package is.

If this doesn't help, you can contact our Customer Service Representatives on 0207 322 9966, via Live Chat or email for further assistance.

How is my order delivered? How is my order delivered?

Royal Mail delivers all next-day deliveries and nominated day deliveries.

Packaging is made up of a polythene envelope that has your name and address, and inside has a plain white box that contains the medication to provide maximum confidentiality.

Can I get my package delivered to a store? Can I get my package delivered to a store?

Yes, we have a Click & Collect UPS option in the checkout with 100s of stores available across the UK. Select the UPS Access Point of your choice by typing your location or postcode. Using UPS is free of charge and available from the next day or nominate a preferred day.

Can I send my parcel to a forwarding centre? Can I send my parcel to a forwarding centre?

We are unable to ship medication to forwarding centres of any kind and can therefore not accept any delivery address associated with a mail forwarding service. Please refer to our delivery page for a full list of countries we ship to.

Payment
Which credit cards and debit cards do you accept? Which credit cards and debit cards do you accept?

We accept all major credit and debit cards including Visa, MasterCard, Maestro and American Express

How will the transaction appear on my bank statement? How will the transaction appear on my bank statement?

The transaction will appear on your bank statement as 'HHC LTD'. This is to ensure your order is confidential.

Complaints
How do I make a complaint? How do I make a complaint?

We have more details regarding our compliant procedure at the following link:
https://www.healthexpress.co.uk/legal/complaints-procedure

How can I report a mistake on the site? How can I report a mistake on the site?

If you notice a mistake regarding the information we've displayed about a particular condition or medication on HealthExpress, please contact us at the following address with further details:
[email protected]

Placing your order

What happens after I submit my order?

Your consultation will be sent directly to our medical team. It will then be reviewed by one of our doctors. If you are suitable for your chosen treatment, they will issue a prescription. This prescription will then be forwarded to our pharmacy, where your medication will be dispensed and dispatched for courier delivery.

What is an online consultation?

A consultation allows our doctors to diagnose your condition. Each consultation includes general questions about your health as well as specific questions related to your condition. The doctors can use this information to diagnose your medication and assess whether the treatment you have selected is the right choice for you.

When do you take payment?

Payment is only taken once your order has been approved by a doctor. If your request for medication is declined, you will receive no charge.

How old do you need to be to place an order?

We can only provide medication to adults over the age of 18. Age verification checks are carried out at the point of ordering to ensure that patients accessing our service are at least 18 years of age.

Can I send my prescription to you?

Yes, just contact our Customer Service Team for further details.

Why do you need to know my telephone number?

It may be necessary to contact you if there are any problems with your order. Problems can sometimes occur with taking payment or because the doctor has some further questions about your health, having already reviewed your consultation. If we contact you by phone, it minimises any disruption to your order.

Can I place an order over the phone?

Yes, you can. Simply contact our Customer Service Team and ask them to place an order for you.

What happens if my order isn't approved by the doctor?

If your order is not approved by the doctor, your account will not be charged. You will receive a notification email, which will give details of any alternative treatments that are available.

Can I place more than one order at a time?

This will depend on which treatments you wish to order. Certain medications may interact with each other, causing harmful side effects. If you wish to place a second order for a different medication, take another consultation and the doctor will be able to assess whether you are safe to use this medication alongside your previous order.

Medication

How do you guarantee your medicines are genuine?

All medications are dispensed from an accredited pharmacy. The pharmacy is registered with the General Pharmaceutical Council and you can confirm their accreditation by clicking here.

Do I need to consult my own doctor?

We always recommend visiting your own doctor for regular check-up. So that they can keep your records up-to-date, we can pass on information regarding your treatment to your own GP. All you need to do is to check the appropriate box during your consultation.

What happens if I get side effects?

It's not uncommon for people to experience side effects after taking medication, especially if they're beginning a new treatment. Common side effects are listed on our medication pages and in most cases, aren't a serious cause for concern. If you start to experience a side effect that's particularly uncomfortable, you should contact Customer Service or your local doctor as soon as possible.

Other websites allow you to buy medication straight-away, why is your process so complicated?

It is illegal to purchase medication online without a prescription. Although our process can seem complicated, it ensures that you only receive medication you are safe and suitable to take. Any website which allows you to purchase medication without a prescription or an online consultation is operating illegally and taking medication ordered from such websites could seriously put your health at risk.

Delivery

When will I get my order?

Orders placed before 4.30pm Monday - Friday will be dispatched on the same day. Any orders placed after 4.30pm on Friday or on Saturday and Sunday will arrive on Tuesday. Orders will arrive within 1 - 2 days after they are dispatched.

Will I have to pay customs duty or import taxes?

Not on orders to Europe. Further charges may be levied on other international orders, please contact our Customer Service Team for further details.

Do I have to sign for my delivery?

Yes, by law prescription medication cannot be delivered without a signature.

I placed my order several days ago and it hasn't arrived yet. What should I do?

When you place your order, you should've received a confirmation email with your order tracking details. If you need any more help, contact our Customer Service Team.

How are the items packaged and delivered?

We pack all orders in boxes placed within tamper-proof courier envelopes. No mention of HealthExpress will appear on the packaging.

Payment

Which credit and debit cards do you accept?

We can accept payment from Visa, MasterCard, Maestro and American Express.

Can I use more than one card to pay for an order?

Sorry, we can only accept payment from one card. Depending on your location, other payment methods may also be available such as cash on delivery, invoice payments and bank transfer.

Can I return my order once it has been delivered?

Unfortunately, the law prohibits the return of medications. If your order arrives damaged or appears to have been tampered with, please contact our Customer Service Team as soon as possible. Please make sure you dispose of unwanted medication responsibly by taking it to a local pharmacy or doctor's surgery.

How will this transaction appear on my card statement?

The transaction will appear on your card statement as HHC LTD

What is the Auto Repeat Prescription service?

Our Auto Repeat Prescription service (ARPS) allows you to continue your treatment without interruption (between review dates set by our Doctors) via the continuous supply of your medication further to your obtaining repeat prescriptions from our Doctors. Prescriptions are Doctors' written authorisations for a patient to purchase a prescription medicine from our pharmacy.

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medication
Fill out a short medical form
Doctor issues prescription
Medication sent from pharmacy