Frequently Asked Questions

You’re not alone. Lots of people struggle with their weight. Many also have body image concerns. It’s a journey. It won’t be easy at times. But it’s worth it. Losing weight can dramatically reduce serious health risks like type 2 diabetes and heart disease. But more than that, managing our weight can help us feel better about ourselves. Some people can loose weight by changing their habits, and some also need a little help from medication. That’s ok. Let’s start your journey today.

How do I pay for treatment?

All payment methods will be displayed at checkout. Details on how to pay will be email to you once your order is completed

How will I receive my order?

You can have your order delivered to your home address the next working day for $4.95 or in 2-3 working days for FREE.

You can collect your order from your local ParcelShop for $2.95 next day delivery or FREE standard delivery.

Or you can collect your order from a pharmacy for free. 

How long does it take to get my order approved?

On a weekday, between the hours 9am to 5pm, our clinicians aim to assess your questionnaire within one hour. At a weekend, they aim to do this within three hours

How do I know if my order has been received?

Once one of our clinicians has responded to your order, you will receive an email notification and a message regarding your order in your Patient Record.

Do I have to fill out a questionnaire every time I re-order?

Yes, to ensure that the treatment is still safe for you to take. However, if you order through your Patient Record, the process is much quicker.

If you have previously been approved for certain treatments, they should remain unhidden (i.e. pre-approved by the doctor) in your Patient Record. You can re-order them quickly and easily by logging in to your Patient Record, selecting one from the list of Suggested Treatments and filling out a shorter version of the standard questionnaire.

What will my bank statement say?

Any purchase made on our site will show as Lloyds Online on your bank statement.

Can I cancel my order once I've paid for it?

Your order can be cancelled if you have not collected it from the pharmacy. If your order has been posted and you have accepted delivery, you will not be allowed to cancel it.

Why haven't I received my test results?

Results should be processed within 5 working days. If you haven’t received your results after 5 days please contact us via your Patient Record

Where is my order?

If you’ve selected home delivery for your treatment and your parcel hasn’t arrived, you can track your order through the Evri website: https://www.evri.com/track-a-parcel

Please note, parcel tracking is not available for test kits.

I have a medical exemption card/do not usually pay for prescriptions. Do I have to pay to use this service?

We are a private medical service and not part of the NHS, therefore all orders must be paid for.

Can I place an order for my child or on behalf of another adult?

We cannot accept orders placed on someone else’s behalf. We also do not prescribe treatment for anyone under the age of 18.

Can I place an order on the telephone?

No. All orders must be placed online and paid for via our secure online payment gateway.

Why doesn't the pharmacy have my medication?

Pharmacies can usually get hold of stock within 24 hours and often within a few hours, however some treatments or products may be harder to get hold of – particularly if they are in short supply across the country. 

The pharmacy is unable to locate my prescription. What should I do?

Please ask the pharmacy staff to contact us

How do I select same-day collection?

You can select free same-day collection at the checkout screen when you place your order. You will need to indicate the pharmacy which you will collect your medicines.

Same-day collection is subject to your chosen pharmacy’s opening hours and stock. We suggest you ring your chosen pharmacy before you go to collect your treatment, just to make sure they have it in stock and ready. 

Are there any delivery charges?

Not all our treatments are available for delivery, so you might have to pick them up in selected pharmacies. 

Can I collect a test kit from a pharmacy?

Unfortunately we do not offer a collection service on our test kits. All test kits are posted via Royal Mail either by Next-Day Delivery or FREE Standard Delivery.

Is my prescription ready for collection?

Once your order has been approved, the electronic prescription is sent straight to the pharmacy to be processed. We recommend you call your chosen pharmacy to make sure your treatment or product is in stock, and to arrange collection.

How long do I have to collect my prescription from my nominated pharmacy?

Our prescriptions are valid for 6 months from the date of issuing. It is the patient’s responsibility to arrange collection of the prescription within 6 months, or notify us that the prescription is no longer required.

If after 6 months the prescription has not been collected and/or we have not been notified that the patient no longer requires the order, the prescription will expire and a new order will need to be placed. You will not be entitled to a refund if you do not collect your order within 6 months.

Do I need a prescription for your treatments?

All treatments we provide as part of our service require a prescription which our doctors will write for you when your order is approved. This prescription is then sent electronically to your chosen pharmacy for collection or our mail order pharmacy for delivery.