Frequently Asked Questions

When ordering treatment on the web, it's understandable that you would want to ask questions before you make your purchase. Find out more about our first-class service by reading the following FAQs:

• What does the online consultation involve?

• Which courier companies do you use?

• Are the medicines you sell genuine?

• Are there any hidden costs?

• When do I receive my order?

• Is the order process discreet?

• Do I need to be at home to sign for it?

• What if I am not at home?

• I placed my order a few days ago, why have I not got it?

• Can I get a refund?

• Which credit cards do you accept?

• Are my personal details safe with you?

• Can I talk to your doctor about my condition?

• Are you an online pharmacy?

• Is it legal to obtain treatment in this way?

What does the online consultation involve?

It's a straightforward 4-part process put in place to ensure the treatment you have chosen is suitable for your condition. Unlike a face-to-face consultation a doctor can not determine there and then whether treatment is your best option. Only after assessing the information you provide in the consultation form can our doctor agree to approve a prescription medication for you to use. You will be notified via email of the doctor's decision.

Which courier companies do you use?

We work with 3 well established courier companies: Royal Mail, UPS and City Sprint. You can choose from 5 delivery options, including same day delivery for orders within the M25 circular and standard next day delivery for orders placed after 2pm.

Are the medications you sell genuine?

We only prescribe genuine branded medication. Each treatment on our site has undergone clinical testing and has been FDA approved. Our dispensing pharmacy does not dispense treatments without a prescription, and every prescription is double checked by the dispensing pharmacist to make sure that nothing is left to chance in protecting the integrity of our system and your health.

Are there any hidden costs?

No, we do not believe in charging patients for hidden costs. In fact, we are open about what's included in our price. You can view what additional services we offer by clicking the drop-down box next to the price list on our treatment pages.

When do I receive my order?

Treatment is normally delivered within 24hours of placing your order. Our dispensing pharmacy will dispatch your treatment using Royal Mail's Special delivery service in-order to guarantee delivery by 1pm the following working day.

Is the order process discreet?

Yes, the only parties aware of your purchase are the 121doc doctor and our trusted pharmacy. We do not sell your information on, or display it publicly. All medications are packaged discretely to ensure safe arrival to your chosen delivery address.

Do I need to be at home to sign for it?

Yes, the courier will require a signature on delivery as confirmation of receipt.

What if I am not at home?

The courier should leave a calling card instructing you to collect from your local delivery office, or alternatively re-arranging for delivery at a convenient time for you.

I placed my order a few days ago, why have I not got it?

In this instance please contact us directly by telephone or email. It could be that we have tried to get in touch without success before proceeding with your order. Simply quote your order reference number and a member of our Patient Services Team will attempt to resolve the issue as soon as possible.

Can I get a refund?

By law, we are unable to accept returned prescription medicines. We have an option at each stage of the order process for you to change treatment dosage if you need to. And to ensure your chosen treatment is the right medication for your condition our doctor will assess your consultation thoroughly.

Which credit cards do you accept?

We are happy to accept all major credit and debit cards including Visa and MasterCard. If you are not sure about your own card, just get in touch.

Are my personal details safe with you?

Patient confidentiality is of the utmost importance to our business. Your details are safe with us, and will not be sold on for any reason whatsoever. We use regulated safeguard web tools to ensure our online order process is secure and trustworthy.

Can I talk to your doctor about my condition?

Yes, just drop us an email stating your name, contact details and best time to call, and one of our EU registered doctors will get in touch with you in the strictest of confidence.

Are you an online pharmacy?

No, we are an online clinic from which you can expect a more expansive range of services than any online pharmacy will offer. We use the services of UK and EU registered doctors and registered UK pharmacies to dispense the medication once a valid prescription has been received.

Is it legal to obtain treatment in this way?

It is legal in most countries to import treatments for a certain duration. However, we advise that you check the specific laws in your own country before placing an order.