How can we help?
What is the process of buying medication online?
There are different kinds of medicine available to purchase online; prescription medication, over-the-counter treatments, and home remedies.
We offer a prescription service, which means you can order treatments that would generally require a trip to the doctor. Before ordering, we ask that you complete a confidential consultation, which will then be reviewed by one of our in-house doctors.
Please note, any website that allows you to purchase prescription medication without a consultation is operating illegally.
What is an online consultation?
Our consultations include general questions about your health (e.g. blood pressure levels, current and past conditions), as well as specific questions related to your selected treatment. We will also request relevant personal information to complete payment and delivery.
All questions are necessary and your answers and details will not be shared with any third-parties. Only our doctors have access to your medical information.
What is included in the online consultation?
Our consultations include general questions about your health (e.g. blood pressure levels, current and past conditions), as well as specific questions related to your selected treatment. We will also request relevant personal information to complete payment and delivery.
All questions are necessary, and your answers and details will not be shared with any third-parties. Only our doctors have access to your medical information.
Will a doctor review my consultation?
It is a legal and medical requirement that a doctor first reviews all completed consultations. We have a team of in-house doctors and specialists who will ensure your selected treatment is safe for your use. All information is stored securely and confidentially.
Please note, we do not guarantee that our doctors will approve treatment.
What happens after I submit my order?
Your consultation will be sent directly to our medical team, where it will be reviewed by one of our doctors.
If your chosen treatment is deemed suitable for your use, they will issue a prescription. Your prescription is then forwarded to our pharmacy, where your medication will be dispensed and dispatched for courier delivery.
What services are included with my order?
Every order includes - consultation, prescription, delivery and medical support.
- For you to be prescribed, you must complete a consultation with one of our registered doctors.
- We provide free express delivery across Europe. You should receive your order within 1 - 2 working days.
- Our customer service team (including doctors) is also available to provide personalised support and care.
Is the price all-inclusive?
Yes. All 121doc orders include a medical consultation, a prescription and next-day delivery. There are no additional costs. We believe in providing a safe and easy-to-use service.
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 old..
What is the age verification process?
As an online healthcare provider, we are legally required to confirm that you are at least 18 years of age before your first purchase.
Checks are carried out against information you provide including, but not limited to, your name, address and date of birth. Checks may also be carried out in the future should there be any discrepancy in your details.
Should we be unable to verify your age:
- you will be sent an email notification
- you will be asked to upload an image of a form of ID (e.g. passport)
- your order will be 'pending' until verified
What should I do if age verification fails?
If incorrect, please amend your date of birth.
You can also upload a picture of your ID. This is done on the My Profile section of the Members' Area.
Your ID should display your face, name and DOB. Accepted forms of ID include passports, driver's licences and identity cards.
Allowed file extensions: png, jpg (Max 10MB).
Why hasn't my order been approved?
There are several reasons as to why your order may not have been approved:
- If it is a medical concern, the doctor may request additional information via email.
- If there is an issue with your personal details, Customer Services will contact you via phone/email
- If there is a payment issue, Customer Services may look to resolve this issue via phone/email
If your order is declined by the doctor on medical grounds, you will be told the reason/s why.
What happens if the doctor doesn't approve my order?
If the doctor does not approve your order, your account will not be charged. You will receive a notification email, which will contain details of any alternative treatments that are available. You can also contact Customer Services for further clarification.
What does order status ‘Suspended’ mean?
If your order has been 'Suspended', this means the doctor has not approved the selected treatment for your use.
This may be due to concerns about your health, diagnosis or over-prescribing or simply because the doctor requires additional information.
What does order status ‘Pending’ mean?
If your order is 'Pending', this means there is an issue, and we are awaiting your response. It may be that we need further age verification, medical details or that your payment has not processed.
What does order status ‘Cancelled’ mean?
If your order is 'Cancelled', we will not process it further. No payment will be taken. If you have not personally cancelled, please contact Customer Services for clarification.
What does order status ‘Dispatched’ mean?
If your order is 'Dispatched', this means our pharmacy is preparing your treatments.
What does order status ‘In transport’ mean?
If your order is 'In transport', this means it is on its way to you. An email containing the tracking information will be sent to you once your order has left our pharmacy.
What does order status ‘Delivered’ mean?
If your order is 'Delivered', this means it has been received and signed for at the chosen address.
Why do you need to know my telephone number?
If there are any issues with your order, it may be necessary to contact you.
Problems can sometimes occur at the point of payment or because the doctor has further questions regarding your health.
A phone call is the most efficient way for Customer Services to communicate directly with you.
Can I place an order over the phone?
Yes, you can. Simply contact Customer Services, and ask them to place an order for you.
How does reordering work?
Log in to your Members' Area and navigate to the 'My Orders' section. You will find the option 'Reorder'.
Unless your details have changed, you do not need to complete a consultation again.
Can I place more than one order at a time?
Yes. However, certain medications may negatively interact with each other. Our doctors may not approve your order on this basis.
You can place multiple items in one basket, and complete a consultation for all.
If you wish to place a second order for a different medication, you will have to complete a separate consultation.
Can I order medication in bulk for prolonged use?
No. It is wasteful and potentially dangerous to stockpile medication. This is the reason that for some treatments, especially daily treatments, we offer a variety of package sizes.
If you have any special circumstances, please contact Customer Services.
How do I cancel my order?
We accept order cancellations as long as your treatment has not been dispensed by the pharmacy. If you would like to cancel your order, please contact Customer Services by phone, live chat or email.
If your order has not yet been dispensed, we can arrange for a full refund to be issued. If your treatment has already been dispensed, we are no longer able to cancel the order. It will be delivered to the requested address.
Unfortunately, we are unable to process any returns of unwanted items as the return of prescription medication is not permitted under UK & EU law.
What are my delivery options?
We offer several delivery options:
- Next-day delivery
- UPS Access Point - convenient parcel drop-off and collection near your home or work address
- Nominated-day delivery - choose the most convenient day for delivery
All these options can be tracked and require a signature on delivery. If you are not available, a friend or relative can sign in your place.
None of these options will incur an additional charge.
When will my order arrive?
If placed before 16:30 (GMT+1) Monday - Friday, your order will be dispatched on the same day. Any orders placed after 16:30 (GMT+1) on Friday, Saturday or Sunday will arrive on the following Tuesday.
It is possible to track your delivery by logging into your account and navigating to the Members’ Area.
If you do not receive your order on-time, please contact our friendly customer service team. You can reach them by phone, live chat or email Monday to Friday 8.00 - 17.00 (GMT+1).
You can also send them a message via the Message Centre on your account.
How much do you charge for delivery?
How can I track my order?
You will receive all tracking details with your dispatch confirmation email. You can also find them in the Members Area > My Orders.
If something is wrong, please contact Customer Services - they will be able to help you to locate your parcel.
How can I change my delivery address?
If you would like to change your delivery address, this is possible as long as your order has not been dispatched.
Go to the Members' Area > My Orders, and open the order.
Alternatively, contact Customer Services as soon as possible.
If your order has already been dispatched to an incorrect address, it will likely get dropped off at a local delivery office. You can then collect it with a valid ID or request redelivery to the correct address.
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 Customer Services for further details.
Do I need to sign for delivery?
Due to the sensitive nature of the contents, customers may be asked to sign for their orders.
What will the package look like?
All our packages are plainly labelled with no logo or symbol of any kind. This makes our service perfect when ordering treatment of a sensitive nature, and allows deliveries to be made to both home and work addresses.
Please note, inside the package, all treatments will appear as produced by their manufacturer, including any branding.
I placed my order several days ago and it hasn't arrived yet. What should I do?
When you place your order, you should receive a confirmation email with your tracking details. If you haven't received this or are unable to locate your parcel, please contact Customer Services.
Can I send my order to a forwarding centre?
We are unable to ship medication to forwarding centres of any kind. Please refer to our delivery page for a full list of countries we ship to.
Can I get my package delivered to a UPS Access Point?
Yes. Using UPS is free of charge, and delivery can be made the next day or on a nominated day.
How is my order delivered abroad?
If you are based in the EU/EEA, your delivery will be made by an independently designated shipping company.
Which credit/debit cards do you accept?
We accept payment from MasterCard, VISA, Maestro and American Express.
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 invoice payments and bank transfer.
Can I change my billing address?
Yes. You can do this in the Members' Area > My profile.
We ask for your billing address to verify your card payment. If your billing address is different from your delivery address, you can set a separate address during checkout.
How will the transaction appear on my bank statement?
The transaction will appear on your bank statement as 'HHC Ltd'.
Can I return orders?
Unfortunately, UK law prohibits the return of medications. If your order arrives damaged or appears to have been tampered with, please contact Customer Services as soon as possible.
Please dispose of unwanted medication responsibly by taking it to a local pharmacy or doctor's surgery.
What should I do if the payment fails?
If the payment fails, you will receive an email with a link to correct it.
There is also an option to correct your details on the My Profile section of the Members' Area. Here, you can select a different payment method and billing address (this needs to correspond with your payment/card).
How can I be sure your service is legal?
We only work 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 will decline if they feel that your chosen medication is not suitable.
As a healthcare provider, we are registered with national and international authorities who regulate our services, including the CQC, MHRA and ICO. Certificates can be viewed here.
Is it safe to buy prescription medication online?
To ensure you are purchasing from a reputable company, you should look to see their country’s regulatory bodies verify them.
In the UK, this is the Care Quality Commission (CQC) and the Medicines and Healthcare products Regulatory Agency (MHRA).
How do you guarantee your medicines are genuine?
All medications are dispensed from an accredited pharmacy.
What is a generic medicine?
A generic medicine is a drug that contains the same active ingredients and has the same effects as a previously patented medication.
For example, Sildenafil is the generic version of Viagra. Both treatments are pharmacologically identical. Generics can only be sold once a patent has expired.
Can I choose any treatment?
This depends on the condition and treatment.
For some conditions (such as ED), you can compare and order different medications. Alternatively, some treatments (chronic, contraception, etc.) are only available after you have first been prescribed by your personal doctor.
If you are unsure of what is available to you, please contact Customer Services.
Are my orders shared with my doctor?
Almost all orders are completely confidential. The only exception is UK orders for chronic conditions (HBP, Diabetes, HRT, Asthma, etc.). For those orders, we are legally obliged to inform your GP.
Do I need a prescription to order test-kits?
You do not need a prescription to order any of our tests. You can place your order online and expect delivery the next working day.
We send results only to you and do not share any information with your doctor.
Do I need to consult my doctor?
We always recommend visiting your doctor for regular check-ups.
We can also pass on information regarding your treatment to your GP to keep your medical records current. All you need to do to benefit from this service is to check the relevant box during your consultation.
Can I contact your doctors directly?
If you have a question for our doctors, please contact Customers Services.
Alternatively, please log in to your account and send a message via the Message Centre. Our medical team will forward your query to the relevant doctor.
Can I send my prescription to you?
You can, however, our service is all-inclusive, meaning a prescription is included in the cost.
How do I know which treatment is best for me?
If you are unsure which medication is most suitable for your needs, you can start the order process and complete a consultation based on your condition.
The doctor will then make a treatment recommendation based on his/her evaluation of your medical history.
Some treatments also offer the 'Advise Me' function. You will be asked questions about your lifestyle and needs, plus medical questions. You will then be presented with the advice of our doctors.
What should I do if I experience side effects?
It is not uncommon to experience side effects after taking prescription medication, especially when commencing a new treatment. Common side effects are listed on our product pages and, in most cases, are not a serious cause for concern.
If you are experiencing severe or long-lasting side effects, please stop taking the medication and seek immediate medical attention.
If you have any questions regarding side effects, please speak to one of our customer service representatives.
Other websites allow you to buy medication easily - why is your process so complicated?
It is illegal to purchase prescription medication online without a consultation with a doctor. Although our process may seem complicated, it ensures that you only receive treatments safe to use.
Any website that allows you to purchase prescription medication without an online consultation is operating illegally. Taking medication ordered from such websites could put your health at serious risk.
How do I create an account?
You can create an account by clicking the icon in the top menu bar. You will also be asked to create an account when you place your first order.
How do I log in?
You can log in to an existing account via the button at the top right corner of our website. You will need to input your email address and password.
If you haven't ordered with us before, please follow the instructions when completing your order. A customer account will automatically be set up for you.
Alternatively, you can log in with Facebook and Google.
I have forgotten my password, what can I do?
If you have forgotten your password, please request a one-time password to be sent to your email address. This can be done by clicking "Forgot password?" below the password box.
If you do not receive an email or have no access to the email account you used when you first signed up, please contact Customer Services. They will be able to assist you in retrieving your account details.
Once logged in, you can also change your password.
Can I change my login details?
To change your password, please log into your account using your existing details (email and password). You will then have the option to update your password under My Profile.
Unfortunately, it is not possible to change your login email in the Members' Area. If you need to change your email, please contact Customer Services.
What is a one-time password (OTP)?
A one-time password (OTP) is a string of numbers automatically generated for a single login attempt. OTPs can be sent via SMS or email and are used to protect web-based services, private credentials and data.
What is a two-step verification (2SV)?
This is an additional layer of security which requires two forms of authentication: your password and SMS verification. We will send a 6-digit code to the number that is registered to this account. View your phone number here.
How do I change my personal details?
You can update your personal and medical details at any time. Simply log in to your account and select the details you wish to update.
How can I delete my account?
If you would like to close your account, please contact Customer Services.
How can I raise a complaint?
Should you experience any problems with your order or our service, we recommend contacting our customer service team who will do their best to promptly resolve the issue for you.
If you are not happy with the proposed solution, or if you disagree with the outcome of an investigation, you can raise a formal complaint. To do so, please send an email including all case details to [email protected].
You can learn more about our complaints procedure here.
My package has been tampered with. What can I do?
If you believe your order has been damaged or opened, please contact Customer Services ASAP.
What services do you offer?
We offer an online consultation and prescription service, connecting you with doctors from the comfort of your home. We prescribe and ship a variety of treatments for a range of conditions. For more information, please visit our About Us page.
How do you guarantee privacy?
We use the latest technology to ensure that your information is kept safe and secure. We never share any of your details with any third parties, and any medical information you provide will only be viewed by one of our doctors.
To ensure your privacy, we dispatch all orders in unmarked courier packages.
How do you guarantee patient safety?
We work with authorised doctors and pharmacies. Any order for medication is only dispatched once it has been prescribed by one of our GMC-registered doctors. The doctor has the final say on all orders and can decline any order if they feel the treatment is not suitable for you.
Is this service discreet?
Our patients’ privacy is of utmost importance. All your medical information is securely stored and only viewed by our doctors. We do not share your details with third-parties. We are also regularly inspected by various UK regulatory agencies, such as the Information Commissioner's Office (ICO).
All orders will only show on invoices, bank statements, etc. as ‘HHC Ltd’.
