• Customer Service Team available now: Mon-Fri 8:00-17:00
  • Private & confidential service
  • Genuine medication
  • All-inclusive service - No hidden fees
  • Next day delivery
  • FAQs

FAQs

Please contact us via live chat, phone or email should you have any additional queries.

About HealthExpress
How can I be sure that HealthExpress is a legitimate medical provider? How can I be sure that HealthExpress is a legitimate medical provider?

HealthExpress only works with fully registered doctors and pharmacists. We work together with our registered UK pharmacy Trusted source General Pharmaceutical Council (GPhC) Government Source Pharmacy Regulation in Great Britain Go to source . You can read more about us and our ethos here. All websites selling medication online must have a compulsory online consultation that will be reviewed by a certified doctor. If a site doesn't have this, the medication you're buying may not be authentic.

How does HealthExpress guarantee my security and privacy? How does HealthExpress guarantee my security and privacy?

HealthExpress uses the latest technology to keep your information safe and private. We guarantee not to pass on your data to third parties without your knowledge. Your medical information will only be viewed by the doctor reviewing your consultation. We send all medicines in plain packaging to protect your privacy without the HealthExpress name or logo.

Which services are included in my order? Which services are included in my order?

Our service is all-inclusive, and there are no hidden fees. Every order includes:

  • A free online consultation (questionnaire) is always included in our service so that our doctors can prescribe the correct medication.
  • A free prescription from our registered doctors
  • Free next-day delivery
Can I contact the doctors directly? Can I contact the doctors directly?

You cannot contact our doctors directly. However, you can email a question to our customer service team at enquiry@healthexpress.co.uk.

Placing an order
What is the process when buying medication online? What is the process when buying medication online?

When you buy prescription medication online, you must complete an online consultation. This means our doctors can safely issue you an online prescription based on the medical information you provide. It is illegal to sell prescription medication online without a valid prescription.

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

What is an online consultation? What is an online consultation?

A consultation allows our doctors to prescribe safely online. Each consultation includes general questions about your health (such as your blood pressure, weight and medical history) and specific questions about the condition.

Based on this information, the doctor makes a diagnosis and checks whether the medication you have chosen is right for you.

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

Online consultations are in the format of short medical questionnaires. You will be asked general medical questions and specific medical questions about that particular condition. We will also ask for your payment and delivery details to complete the order.

The consultation takes no longer than 5 minutes to complete. All questions asked are 100% necessary when issuing prescription medications to ensure the treatment is safe and right for you.

What is the process for placing an order online? What is the process for placing an order online?

Follow three easy steps to receive your prescription and treatment:

  1. Answer the online medical questions. This helps our doctors to decide which treatment is safe for you.
  2. Select your treatment. You will see a list of recommended treatments. You can select the one you prefer.
  3. Checkout and delivery. Once you’ve completed the checkout, our doctors will review your answers. If the doctor approves you for treatment, you will receive your treatment as soon as the following day.
What does the price on your website include? What does the price on your website include?

Our price is all-inclusive, and there are no hidden fees. The price includes a free online consultation (questionnaire) so that our doctors can prescribe the correct medication. It also includes a prescription and free delivery to get your order within 1 to 2 working days.

Do I need a prescription from my GP to order online? Do I need a prescription from my GP to order online?

No, our service includes a prescription. Your online consultation will be reviewed by one of our doctors. If the desired medication is suitable for you, the doctor will issue a prescription. The prescription is then sent to our UK pharmacy, where the medication is packed and handed over to a courier for shipment.

Can I place multiple orders at once? Can I place multiple orders at once?

No, if you wish to order multiple medications, you must place separate orders for each medication. This is because each condition requires a specific online consultation.

Can I order medication in bulk for long-term use? Can I order medication in bulk for long-term 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 Services Team for more details.

What happens after I place my order? What happens after I place my order?

Your online consultation will be sent to one of our doctors. They will review your medical questionnaire to check if it's safe for you to take. If the desired medication is suitable for you, a prescription will be issued. The prescription is forwarded to our UK pharmacy, where the medication is packed and handed over to the courier for shipment.

How long does it take for my prescription to be approved? How long does it take for my prescription to be approved?

It depends on when you have placed your order. From Monday-Friday between 08:00 - 16:30, our doctors review your online consultation within 1-2 hours. In the evening and on weekends, our doctors review your online consultation the next working day.

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

Your order may not be approved if there is an issue with your consultation. This doesn't mean you will not receive your order. However, we will need to ensure the medication is safe for you. If one of our doctors declines your order or they require some additional information, you will receive an email explaining the situation.

Alternatively, your order will not be approved if there is an issue with your payment, personal or delivery details. If this happens, our Customer Services Team will contact you and try to resolve it via phone or email.

What happens if my order is rejected by the doctor? What happens if my order is rejected by the doctor?

If your order is not approved by the doctor based on medical grounds, your bank account will not be charged. You will receive an email from Customer Services advising you on your next steps.

How old do I have to be to place an order? How old do I have to be to place an order?

Orders can only be placed by adults over the age of 18. We carry out age verification during the ordering process to ensure that our patients are at least 18 years old.

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

When you place an order, automatic checks will be conducted based on the details you provide, so you must give us your correct name, billing address and date of birth to avoid problems.

If we cannot verify your age automatically, you will be asked to manually upload a picture or scan of a valid photographic ID (e.g. your driver's license or passport). You can upload your photo ID by logging in to your members' area and following the steps. In case you have any problems, contact our Customer Services Team.

Why do you want to know my phone number? Why do you want to know my phone number?

We may need to contact you if there is a problem with your order. For example, if there is a problem with your payment or medical details. If we contact you by phone, we try to keep the call as short as possible.

How do I update my email address? How do I update my email address?

To update your email, please contact our Customer Services Team. Your account is based on your email address. You cannot change it yourself in the member area.

How do I change my personal details? How do I change my personal details?

You can correct your address, phone number and password in the Account Settings in your members' area.

To change your name, email or date of birth, contact our Customer Services Team.

How do I subscribe or unsubscribe from promotional emails or text messages? How do I subscribe or unsubscribe from promotional emails or text messages?

You can manage your communication settings in your members' area:

  1. Log in
  2. Select 'Account Settings'
  3. Select 'Communication Preferences'

You can update your preferences at any time. Please note, this will not affect any emails related to your orders/treatments.

Payment
Which payment options do you offer? Which payment options do you offer?

We accept all major debit and credit cards including Visa, MasterCard, Maestro and American Express. Paying by credit card incurs no additional fee.

When is the payment taken? When is the payment taken?

Payment is only taken once your order has been approved by a doctor. If your order is rejected, we won't take any payment.

What can I do if my debit or credit card payment does not go through? What can I do if my debit or credit card payment does not go through?

There are a few things you can do yourself:

  1. Check the card details you entered are correct and that the card is valid.
  2. Check whether your card is supported by us, we accept Visa, MasterCard, Maestro and American Express.
  3. Make sure there are sufficient funds in the account.
  4. Check whether your bank requires extra verification before making a purchase, like through an app or website.
  5. Try using a different payment method.

If you still have problems, please contact our Customer Services Team.

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

No, our prices always include delivery. There are no additional costs.

Do you offer same day delivery? Do you offer same day delivery?

No, we currently only offer next-day delivery.

When will I receive my order? When will I receive my order?

If you are approved for treatment based on your medical history and the doctor has no follow-up questions, your order will be dispatched as soon as possible. If your order is approved by Monday to Friday before 16:30, your order will be dispatched the same day and delivered the next day. Orders approved after 16:30 on Friday, Saturday or Sunday, will be delivered on Tuesday. There may be additional delays if your request is placed during public holidays. When you place your order, you will be given the next available date for delivery to choose from. If your request is for time-critical treatment such as emergency contraception, antibiotics or an inhaler, please take delivery times into account as this may impact the effectiveness of treatment or risk your condition becoming worse. If you are worried the order will not reach you in time, then please seek help from a more appropriate medical service.

How are the orders packed and delivered? How are the orders packed and delivered?

We deliver medicines inside discreet and tamper-proof courier envelopes. Our logo or any personal details will not be visible.

Do I have to sign when accepting the package? Do I have to sign when accepting the package?

Yes, due to the sensitive nature of your order, a signature is required upon delivery. If you are not available, this can be a relative, friend, housemate or work colleague.

Why hasn't my delivery arrived yet and what should I do? Why hasn't my delivery arrived yet and what should I do?

If your order has not arrived yet, there are a few possibilities:

  1. Did you receive our dispatch email with the tracking code?
    Once our pharmacy hands your parcel over to Royal Mail, we send you an email with a tracking code. If you did not receive a confirmation email, it might be due to a problem with your order. Please check your inbox and spam box for emails from our doctors or Customer Services Team as they may be trying to contact you regarding your order. You can also check the Order Details in the members' area to see your order status and tracking code.
  2. Do you have a tracking code but your order has not been delivered?
    You can track your parcel via the tracking tool on our website or on the Royal Mail website. It may have been that they attempted to deliver but you weren't home, in which case, they leave a card with instructions on what to do.

In all other situations or if you need any assistance, contact our Customer Services Team.

Can I have my order delivered to a pick-up point? Can I have my order delivered to a pick-up point?

Yes, we offer delivery to a pick-up point. You can select this option in the checkout process. Delivery to a pickup point is free. Please refer to our Delivery Page for a full overview of our delivery options.

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

We cannot ship medication to forwarding centres of any kind and, therefore, cannot accept any delivery address associated with a mail forwarding service. Please refer to our delivery page for an overview of our delivery options.

Do you send medication to Ireland or the Channel Islands ? Do you send medication to Ireland or the Channel Islands ?

No, unfortunately we cannot send medication to Ireland nor the Channel Islands. Visit our Delivery Page for a full overview of our delivery options and countries

Will the package have a name on it and information about what is inside? Will the package have a name on it and information about what is inside?

Each order is carefully packaged to protect the product as well as your privacy. Medications are dispatched in a safe box placed inside a standard courier envelope with no mention of the brand HealthExpress or the parcel's contents.

How can I find the tracking number of the order? How can I find the tracking number of the order?

Once our pharmacy hands your parcel over to the courier, we send you an email with the tracking code. If you did not receive this email, there might be a problem with your order, and we are trying to contact you. Please check your inbox and spam folder for emails from our doctors or Customer Services Team.

Once Royal Mail has scheduled your order you will also receive an email form them with a tracking code.

You can also find the tracking number in your member area. Click 'Track Order' in the members' area. If your order has been dispatched it will show the tracking code.

If you need any further assistance, please contact our Customer Services Team.

How can I contact the courier? How can I contact the courier?

On the Royal Mail website, you can find the tracker and information about how to contact them about your delivery.

How do change the delivery address? How do change the delivery address?

Log in to the members' area and choose 'Account Settings' from the menu. There you can select your default address, add a new address or remove an address. You can also change your default address during the ordering process when placing a new order.

If you want to change the delivery address of an order that is already in process, please contact our Customer Services Team.

From where are you sending the medication? From where are you sending the medication?

You can find more information about our UK pharmacy here. Our medical team consists of fully licensed doctors and pharmacists, registered with local authorities.

To which countries does HealthExpress deliver? To which countries does HealthExpress deliver?

You can find all information about delivery and the countries we ship to here.

Will you resend the medication if I'm unable to collect my delivery? Will you resend the medication if I'm unable to collect my delivery?

If Royal Mail is unable to deliver your parcel after two attempts, it will be returned to us. In most cases, we can arrange for the parcel to be resent. Please get in touch with our Customer Services Team to coordinate the resend. However, we strongly recommend using the Royal Mail tracking link to ensure you're available to receive your delivery to avoid delays in getting your treatment.

Please note that we cannot resend cold chain products, such as the weight loss injectables. These orders will require a signature upon delivery. They are packed using an insulating material and ice packs to ensure they reach you at the correct temperature. If you are not at home for the planned delivery date, Royal Mail will attempt to deliver a 2nd time, or you need to collect it from the Royal Mail collection office within 48 hours. If you receive the medication more than 48 hours after dispatch, the medicine should still be safe to use. Please refer to the specific treatment’s patient information leaflet for storage information.

Medication
How is it guaranteed that the medicines are original? How is it guaranteed that the medicines are original?

All medications are dispensed by an accredited UK pharmacy Trusted source General Pharmaceutical Council (GPhC) Government Source Pharmacy Regulation in Great Britain Go to source . See our pharmacy information here.

Will I need to inform my GP? Will I need to inform my GP?

We are not a replacement for your regular healthcare provider. It's in your best interests that you continue to see your regular GP and inform them of any additional treatments you take. This is so they can continue to closely supervise your medical care and ensure your safety.

Informing your GP of your use of our services will allow them to keep your medical records up-to-date. This includes information on any new medications you take in addition to your current medication, as well as monitoring requirements for all your medications (e.g. blood tests). They will also keep a record of any allergies or adverse effects you experience.

If you wish, we can inform your doctor about your treatment. All you have to do is tick the appropriate box during your consultation. However, in some cases, we must notify your GP of your use of our services.

If you want to inform your GP yourself, we provide you with a GP letter. You can find it in your member area. Log in, go to My Orders, and click the relevant order. In the order details, you'll find a link to download the GP letter.

What should I do if side effects occur? What should I do if side effects occur?

It is not uncommon for some patients to experience side effects when taking certain medications, especially when they are new to them. Common side effects are listed on our product pages and, in most cases, are not a serious concern. Further information can be found in the Patient Information Leaflet (PIL) that is provided with your medication. If severe side effects occur, please stop taking the medicine immediately, contact your GP and inform our Customer Services Team as soon as possible.

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 genuine, however, the packaging may be different as we use several manufacturers to ensure we always have stock readily available. This doesn't mean the medication isn't authentic.

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

Can I order multiple medications at once? Can I order multiple medications at once?

No, you can only order one medication per order. Certain medications may interact with each other, causing harmful side effects. If you wish to place a second order for a different medication, you will need to place a separate order and complete another consultation. One of our doctors will be able to assess whether you are safe to use this medication alongside your previous order.

Will I receive a physical copy of my prescription? Will I receive a physical copy of my prescription?

The doctor sends your prescription directly to our pharmacy, where your medication is prepared and dispatched. If you need a physical copy of your prescription, please contact our Customer Services Team.

Why do I need a prescription to buy medication online? Why do I need a prescription to buy medication online?

It is illegal to sell drugs without a prescription. Although our process may seem complicated, it makes sure you get the right medicine and that it's safe for you to take. Websites, where you can buy medicines without a prescription or online consultation, are acting illegally. If you buy medicines that you have ordered from such websites, it could be unsafe.

Do you offer painkillers online? Do you offer painkillers online?

No, our doctors can not prescribe painkillers online.

Do you offer hormone replacement therapy for transgender people? Do you offer hormone replacement therapy for transgender people?

No, we do not offer hormone replacement therapy for transgender people wanting to transition. Please consult your GP.

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.

Subscription
What is the subscription service? What is the subscription service?

Our subscription service allows you to automatically receive your treatments regularly without needing to reorder. There are no additional fees and you can amend or cancel your subscription at any time.

You don't have to complete a new consultation for each order. However, every 6-12 months you must review and update your medical details so the doctors can make sure the treatment is still safe for you to take.

Please note that this service is only available for certain medications.

How do I sign up for the subscription service? How do I sign up for the subscription service?

If you have already placed an order with us, you can activate the subscription in your members' area. Log in, and in the menu, go to the tab My Subscriptions and follow the steps.

You can also activate your repeat prescription during checkout:

  1. Select your treatment.
  2. Start the consultation.
  3. Select your delivery frequency in the checkout process.

You will now receive treatment deliveries at the selected frequency.

How do you take payment for the subscription service? How do you take payment for the subscription service?

We will take payment once we start preparing your order, this is 2 days before each delivery. You do not need to do anything. If there are any problems with your payment method, we'll contact you to resolve the issue and get your order to you as soon as possible.

Note: when setting up the subscription or changing your payment details via the member's area, £1.00 will be charged and refunded from your account to activate the service.

How do I change the delivery date of my subscription? How do I change the delivery date of my subscription?

Log in to the Members' Area and in the menu go to the tab My Subscriptions. Click 'Edit' to change the delivery date.

Please note, in order to prevent over-prescription, you can only set later dates. If you need your medication sooner, please contact our Customers Services Team.

How do I change my delivery address for my subscription? How do I change my delivery address for my subscription?

Log in to the Members' Area, and in the menu, go to the tab My Subscriptions. Click 'Edit' next to the Delivery Address to change it.

Note: if you change your default address in Account Settings, it will also send your subscription to this new default address.

Can I change my delivery frequency when using the subscription service? Can I change my delivery frequency when using the subscription service?

Yes. Log in to the Members' Area and in the menu go to the tab My Subscriptions.

Please note, in order to prevent over-prescription, our doctors might review the change and contact you by email if needed.

Can I change the dosage when using the subscription service? Can I change the dosage when using the subscription service?

Yes. Log in to the Members' Area and in the menu go to the tab My Subscriptions.

Please note, in order to prevent over-prescription, our doctors might review the change and contact you by email if needed.

Why do I have to review my medical details? Why do I have to review my medical details?

You will be reminded to review your medical details every 6-12 months via email. This is to make sure the medication is still safe for you. If no further information is required by the doctors, your prescription will be extended automatically.

How do I change my payment method? How do I change my payment method?

Log in to the Members' Area, and in the menu, go to the tab My Subscriptions. Click 'Edit' next to the payment details to add a new card. Don't forget to change your billing address if needed.

Can I have more than one subscription? Can I have more than one subscription?

To avoid health risks, you cannot have more than one subscription for the same condition. But, you can have more than one subscription if they are for different conditions.

How can I change, pause or cancel my subscription? How can I change, pause or cancel my subscription?

You can change, pause or switch off your subscription at any time in the members' area:

Log in to your member area and select the tab My Subscriptions. There you'll find all the details and options to make changes.

Please note: if you want to make changes to an order that is in process, please contact our Customer Services Team.

Return
Can I return my order after it has been delivered? Can I return my order after it has been delivered?

Unfortunately, in line with UK regulations, medicines cannot be returned or reused once they have left our pharmacy. If your order is damaged, please contact our Customer Services Team. Please ensure you dispose of unwanted medicines responsibly by taking them to a pharmacy or GP surgery.

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

Find all details regarding our complaint procedure here.

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 about a particular condition or medication on HealthExpress, please contact us at the following address with further details: complaints@healthexpress.co.uk

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