Frequently asked questions.
Everything you need to know about ordering, delivery, safety and your account.
Ordering & consultations
- How do I order a treatment?
- Choose your treatment, complete a short online consultation, and a GPhC-registered pharmacist will review your request. Once approved, we dispense and dispatch your order discreetly.
- Do I need a prescription?
- No need to bring your own. Our prescribing pharmacists assess your consultation and issue a prescription where it's clinically appropriate, all as part of the service.
- What if my treatment isn't approved?
- If our clinicians decide a treatment isn't suitable for you, we won't dispense it and you won't be charged. Where possible, we'll suggest a safer alternative.
- Can I reorder a previous treatment?
- Yes. Signed-in patients can reorder past treatments from their account in a couple of clicks, subject to a quick clinical check.
Delivery & packaging
- How long does delivery take?
- Approved orders are typically dispatched the same working day and arrive the next working day via tracked Royal Mail delivery.
- Is my order discreet?
- Always. Every order is sent in plain, unbranded packaging with no reference to its contents or to our pharmacy.
- Do you deliver cold-chain treatments?
- Yes. Temperature-sensitive treatments are shipped in insulated, cold-chain packaging to keep them effective in transit.
Safety & privacy
- Is MediHealth Direct a registered pharmacy?
- Yes. We're a GPhC-registered pharmacy, held to the same standards as any UK high-street chemist. Our registration and superintendent pharmacist details are shown in the footer.
- Who reviews my consultation?
- Every request is reviewed by a qualified, GPhC-registered pharmacist before any treatment is dispensed.
- How is my personal data handled?
- Your data is stored securely and only used to provide your care, in line with UK GDPR. You can read more on our Privacy Policy page, and request a copy or deletion of your data at any time.
Payments & accounts
- When am I charged?
- Your card is authorised at checkout, but you're only charged once a pharmacist approves your treatment. If it isn't approved, the authorisation is released and you won't be charged.
- Are there any subscriptions or hidden fees?
- There are no hidden fees, and every treatment can be bought as a one-off with no commitment. Some weight-loss treatments also offer an optional subscription plan: a rolling monthly plan or a fixed term billed monthly. Each month is only charged once your check-in is approved, rolling plans can be cancelled at any time, and if you cancel a discounted fixed-term plan early the discount on months already delivered may be charged back, as explained at checkout. Full details are in our Terms & Conditions.
- How do I access my account?
- Sign in with your email and we'll send you a secure magic link, no password to remember. From there you can view orders, prescriptions, consultations and messages.
- Which payment methods do you accept?
- We accept all major credit and debit cards: Visa, Mastercard, American Express and Maestro. Every payment is processed securely and your card details are never stored on our servers.
- Will I be charged before my treatment is approved?
- Your card is authorised at checkout but only charged once a pharmacist approves your treatment. If it isn't approved, the authorisation is released and you keep your money.
Treatments & prescriptions
- Are your treatments genuine and UK-licensed?
- Yes. We only dispense genuine, UK-licensed medicines sourced through regulated wholesalers, dispensed from our GPhC-registered pharmacy.
- Can I get a copy of my prescription?
- No. Prescriptions are held securely and are visible only to authorised MediHealth Direct staff. You can still follow your consultation and order progress in your account.
- What happens during a follow-up or review?
- For ongoing treatments, our clinicians may ask a few follow-up questions to check the treatment is still working well and remains suitable before issuing a repeat.
- Can I speak to a clinician directly?
- Yes. Where a video consultation is appropriate, you can book a call with a clinician and join securely from your account, no software to install.
Weight loss treatments
- How do I know if weight-loss treatment is right for me?
- Our online consultation captures your height, weight (BMI) and medical history. A clinician reviews this to decide whether treatment is clinically appropriate and safe for you.
- How are temperature-sensitive treatments delivered?
- They're temperature-sensitive, so they're shipped in insulated cold-chain packaging via tracked delivery to keep them effective in transit.
- Will I get support during my journey?
- Yes. Signed-in patients have access to our in-account Health Coach for supportive nutrition, exercise and lifestyle guidance alongside their treatment.
Complaints & feedback
- How do I make a complaint?
- We're sorry if something hasn't met your expectations. You can raise a complaint any time. See our Complaints page for the full procedure and how to get in touch.
- How quickly will you respond to a complaint?
- We acknowledge complaints within 3 working days and aim to provide a full response within 28 days. If we need longer, we'll keep you updated.
- What if I'm not happy with your response?
- You can escalate to the relevant regulator: the General Pharmaceutical Council (GPhC) for pharmacy matters, or the Information Commissioner's Office (ICO) for data concerns. Details are on our Complaints page.