Frequently Asked Questions

We hope that you'll be able to find the answers to your questions here, but if you still need any further information or help, then please get in touch.

• About Onlineclinic
• Placing your order
• Medication
• Delivery
• Payment

About Onlineclinic

How long have you been established?

Onlineclinic was launched in 2002 as the UK's first legal online clinic. You can find more about our history on our About Us.

How do you guarantee my privacy?

We comply with all GMC (General Medical Council) rules regarding your confidentiality. We will never share your details with any third party and your medical details will only be shared with the doctor who views your consultation. All orders we dispatch have no mention of your treatment or Onlineclinic printed on them. Onlineclinic will not appear on your billing statement; transactions will be made out to our parent company Hexpress Healthcare Ltd.

What services are included with my order?

Included with every order is a free confidential online consultation with one of our doctors. We also offer free next-day delivery with every order to the UK, and within 1 -2 days to Europe. You can also get free advice from our Patient Support Team or our doctors at any point before, during or after your treatment. Lines are open 7 days a week.

How can I be sure Onlineclinic is a legitimate medical provider?

Onlineclinic only uses registered UK doctors and accredited UK pharmacies. All treatments are prescribed by a doctor, but only if they think you are suitable for the medication. Otherwise your order may be declined. Onlineclinic is registered with ISIS, the internet shopping security accreditor and our Pharmacy is registered with the General Pharmaceutical Council.

Can I talk to one of your doctors about my condition?

Of course, all you have to do is email doctor@onlineclinic.co.uk, or alternatively, phone our Patient Support Team on 0207 084 7593 and they can instruct one of our medical team to contact you directly.

Placing your order

You can find out more about how our order process works by visiting the How We Work page.

What happens when I submit my order?

Your consultation will be forwarded to our doctor, who will issue a prescription if you are safe and suitable to take your chosen medication. If approved, your prescription is forwarded to our pharmacy, which will then prepare your medication and dispatch if for overnight delivery.

What exactly is an online consultation?

A consultation is the process our doctor's use to diagnose your condition and prescribe medication. Each consultation will include general medical questions and specific medical questions regarding your condition. Based on the answers you give, our doctor will be able to judge whether the medication you have chosen is appropriate for your condition and safe for you to take.

When do you take payment?

We only take payment once our doctor has approved your order and issued a prescription. If you are not approved, not charge will be made to you.

How old do I need to be to order?

You need to be over 18 years of age to order treatment online.

Can I send my prescription to you?

Yes you can. Contact our Patient Support Team on 0207 084 7593 for further details.

What do you need my telephone number for?

We may need to contact you if there is a problem with your order. This could be because of problems with your payment, or because our doctor needs more information before prescribing medication. Having a contact number allows us to reach you directly, minimising any disruption to your order.

Can I place an order over the telephone?

Yes you can. Just contact our Patient Support Team 0207 084 7593 to place an order.

What happens if my prescription is declined by the doctor?

You will not be charged if your order is declined by the doctor. You will receive an email notification, which may give details of an alternative treatment, if available, that you could try as alternative.

Can I place more than one order at a time?

This really depends on what treatments you are ordering. Certain medications may react badly with each other, and may not be suitable to be used together. If you do wish to order a second medication, take another consultation and the doctor will be able to decide whether you can use this medication alongside your other treatments.

Medication

How do you guarantee your medicines are genuine?

All our medications are dispatched from an accredited and regulated UK pharmacy. Our pharmacy is registered with the General Pharmaceutical Council; you can confirm their accreditation details here.

Do I need to consult my own doctor?

It's always a good idea to visit your own doctor for a face-to-face consultation if possible. So that your medical records remain up-to-date, we can pass on information regarding your treatment to your own GP if you place a request when taking your consultation.

What happens if I experience a side effect?

Side effects aren't uncommon for people taking medication, especially if they're starting a treatment for the first time. Common side effects are listed on our medical pages and should not generally be a cause for concern. If you experience a side effect that is particularly uncomfortable, then you should contact our Patient Support Team or your local clinic as soon as possible.

Other websites allow me to purchase medications immediately, why is your process so complicated?

It is only legal to purchase the medications we sell online if you have a proper prescription. While our process may seem complicated, it ensures that you are properly and safely prescribed your medication. Any website which allows you to buy prescription medication without a prescription or an online consultation is breaking the law, and should be reported to the MHRA.

Delivery

When will I get my order?

If you order in the UK Monday to Thursday before 3pm, you should receive your medication on the next working day. Orders placed before 3pm on Friday, will arrive on Monday. Orders placed over the weekend, will arrive on Tuesday. Orders to Europe will be delivered in 1 -2 days.

Do you offer same day shipping?

We can offer same day shipping to locations within the M25 circular if you place your order before 2pm. You can select same day shipping when entering your address details. Depending on your postcode, shipping may either be Free or cost an additional fee.

Will I have to pay import taxes or customs duty?

There will be no charges to orders dispatched to Europe, North America, Canada, Australia and New Zealand. There may be additional charges to other countries, please contact our Patient Support Team for further details.

Will I have to sign for my delivery?

Yes. By law prescription medications require a signature before they can be delivered.

I placed my order a few days ago and it has still not arrived. What should I do?

You will have been sent an order tracking number when your order was confirmed. If you are living in the UK, you can track your parcel with Royal Mail. All other orders will have been dispatched by UPS and you can track your order here.

Contact Patient Support if you need any further assistance.

How are the items packaged and delivered?

All orders are securely packaged within standard courier envelopes. This means that no mention of Onlineclinic or your medication will appear on the packaging you receive.

Payment

What currency will I be charged in?

We accept payment in all major currencies, including GBP, Euro, USD, DKK and SEK.

Which credit/debit cards do you accept?

We accept payment through Mastercard, Visa, Maestro, Visa Electron and American Express.

Can I use more than one card to place an order?

Sorry, we can only take payment from one card. We can also accept payment through PayPoint, cheque, postal order and BACS transfer if these options are more convenient.

Can I return my order after it has been delivered?

Unfortunately due to UK law, we cannot accept returns for medication. If your order arrives damaged or appears to have been tampered with, please contact Patient Support as soon as possible. Please remember to dispose of unwanted medication responsibly by taking it to a local pharmacy or doctor's surgery.

What will show on my credit card statement?

To ensure confidentiality, Onlineclinic will not appear on your card statement. Your transaction will be made out to Hexpress Healthcare Ltd, our parent company.