Frequently Asked Questions

Is registration necessary in order to make a purchase?

We must abide by stringent rules since we offer healthcare services online. One of these rules requires us to maintain accurate and full client profile information that is processed and protected on our website. The information you provide is stored in accordance with GDPR and is only visible to the necessary healthcare professionals and team members when it comes to dispatching your order. On our website, you cannot order a prescription-only medication without first creating an account and filling out an online consultation form, unless you have already received the medication and need to reorder it to finish your dosage.

Where does my medication for weight reduction originate from?

We only stock prescription medications in our GPhC-registered pharmacy in the UK, where they are all purchased straight from the manufacturer’s licensed UK distributor. Your consultation is then immediately given to you by the pharmacy after being approved by a member of the prescribing team.

What happens if, after completing payment, my prescription is not approved?

Our prescriber will go over your consultation in detail and may call you to ask further questions to determine whether the prescription is appropriate for you after you complete your online consultation, product selection, and payment. Checks for identity and age will also be made simultaneously and in the background.

If the doctor does not approve your prescription for any reason or if the age verification checks are failed, you will immediately receive a full refund.

How do you handle returns?

If you decide to cancel your order after placing it, please email as soon as possible and include your order number. If the products haven’t been distributed, we’re pleased to give you a full refund with no questions asked. We are unable to reuse the product once it has been dispensed because it has been packaged and labeled uniquely for you. As a result, beyond this point, you won’t be able to cancel your order. According to rules controlling the sale and supply of medications in the UK, pharmaceutical products cannot be returned.In order to make changes to or cancel an order, please get in touch with us as soon as possible after completing the order. Orders are typically processed and delivered the same day they are placed. You will receive refunds on the original payment card you used. Please be aware that Direct  Pharmacy only sells drugs and products that are approved in the UK and does not produce any medications. If the effectiveness falls short of your expectations or if you are unable to drop the appropriate amount of weight, you are not entitled to a refund. According to the laws regulating the sale and supply of medications, prescription-only medication cannot be returned or refunded.

My order has not been delivered.

Due to cold-chain limitations, orders are delivered the next day between Monday and Saturday. If you ordered on Tuesday morning, for instance, you might get it the next day. To ensure Tuesday delivery, if your order was placed on a Saturday after noon, we might not send it until the following Monday.

Please send us an email straight away at with your order number if your order has not arrived on the scheduled day. We will check into this straight away for your benefit.

Can I place orders without submitting the consultation form or having a prescription?

You need a prescription to buy any medication that is available only by prescription. If you are ordering to complete your dosage, your order will be accepted and mailed to you. Before obtaining your weight reduction medication from our clinic, you must fill out an online / remote consultation form for all orders. One of our prescribers may contact you after evaluating your form to validate the details you gave and perhaps ask you some additional, in-depth questions. If you are deemed eligible for treatment, a prescription will be written for you and issued by our pharmacy.

How will I receive my order?

All injections and medications for weight loss are shipped through the cold-chain method directly from our pharmacy in the UK. It is packaged by a dispenser in concealed packaging with the right insulating materials and ice gel backs to ensure that it reaches you at the proper temperature range. It is sent by a tracked next-day delivery service or a tracked two-day service for Northern Ireland and the Channel Islands to the address you provided. To enable the delivery of the medication, confirm that someone is present at the address.

Please see our “shipping terms & conditions” page for further information.

I got a defective product.

Contact us as soon as you realize the gadget or pen is defective if you received one, or if it develops a defect (the pen, for instance, stops releasing any liquid). You will be required to send the pen back to the pharmacy with recorded or tracked delivery and a detailed explanation of the problem. The malfunctioning gadget will be submitted to the manufacturer for examination, and a case will be opened with them for inquiry. The device will be replaced without charge if it is found to be defective. Please be aware that the process may take 3–6 days to complete. Any defective pens must be notified within five days of ordering them.We won’t be able to replace any damaged pens after this point. If any pens are examined and determined to be functional, they will either be discarded or given back to you. Please be aware that since the products are both medicines and medical devices, we won’t be able to offer a refund or replacement until the makers have determined that the products are defective and have provided a replacement.

How can we confirm your identity and age?

Before you complete your first transaction, we always verify that you are at least 18 years old. Checks are made against the information you provide, including but not limited to your name, address, and date of birth on national identity registries, at the time of registration. Further checks might be performed if your information changes over time. Under the scenes, every examination is carried out automatically to make things as easy as possible for you.

If we cannot identify your age from the information you have provided, a member of our customer service team will contact you and request official identification.

What makes your phone number necessary?

There are two reasons for this. If the prescriber still has concerns about your health after evaluating the consultation, it may be necessary to contact you first. When we call you, it reduces any delays to your order and is one of the quickest ways to handle any problems.

Second, you will get notifications when SMS or text messages are delivered. As a result, all you will need to access this service is your mobile number.