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 and our treatments and deliveries. Don't hesitate to contact us should you have any additional queries.

How does HealthExpress guarantee your privacy?

HealthExpress uses the latest technology to ensure that your information is kept safe and secure. We never share any of your personal details with any third party and any medical details you provide will only be viewed by the doctor who reviews your consultation. To ensure your privacy, we dispatch all orders in unmarked courier packaging, with no mention of HealthExpress.

What services are included with my order?

A number of services are included free, as standard, with every order. A free online consultation with a registered doctor is always included, so that you can be correctly prescribed your chosen medication. We offer free courier delivery across Europe, and you should receive your order within 1 - 2 days to most destinations.

How can I be sure HealthExpress is a legal and legitimate medical provider?

HealthExpress only works with registered doctors and pharmacies. Any order for medication is only dispatched once it has been prescribed by a doctor. The doctor has final approval on all orders and can decline any order if they feel that your chosen medication is not suitable for you to take.

Can I contact your doctors directly?

Yes, all you have to do is email doctor@healthexpress.co.uk to ask your question. Alternatively, if you call our patient support team, they can arrange for a member of our partner medical team to call you at a time that's convenient.

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Placing your order

What happens after I submit my order?

Your consultation will be sent directly to our partner medical team. It will then be reviewed by one of our partner 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 partner 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 Patient Support 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 Patient Support 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 Patient Support 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 before 1pm. Orders will arrive within 1 - 2 days after they are dispatched.

Do you provide same-day shipping?

We currently provide same-day shipping in the UK only, to those living within approximately 40 miles from the centre of London. If you would like to find out if you could benefit from same-day shipping, you can check your postcode here. We hope to be able to make this service available in more EU countries in the future.

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 Patient Support 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 Patient Support 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 MasterCard and VISA.

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 Patient Support 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