Frequently asked questions
Quick answers about your account, ordering, delivery and returns.
Your account and identity check
Why do I need to verify my identity?
We sell medicines, so we check every customer is a real adult before their first order. You do it once, when you register, and it takes about two minutes.
What do I need for the identity check?
A valid passport, driving licence or national ID card, and a phone or computer with a camera to take a quick selfie.
How long does approval take?
Most checks are approved straight away. If yours needs a manual review, it can take a little longer. We email you as soon as your account is approved.
Why can't I change my name?
The name on your account comes from your verified ID, so it can't be edited online. If it's wrong, or it has legally changed, contact us.
Ordering and payment
How do I pay?
By bank transfer. After you place your order, we show and email you our bank details. Use your order number (for example FM-100001) as the payment reference.
Why bank transfer only?
It keeps our prices low and means your card details are never entered on our website.
When will my order be processed?
As soon as your payment reaches our account. Your order status in My account changes from “Waiting for payment confirmation” once we have matched it.
How do I use a coupon code?
Enter it in your basket and select Apply. The discount shows in your totals before you check out. Some codes are for first orders only.
What if a product needs a prescription?
The product page says so. You upload a photo or PDF of your prescription at checkout, and we can't send the item without it.
Delivery
How much is delivery?
A flat £3.99 per order, anywhere in the UK.
How long does delivery take?
We aim to send orders within 1 working day of receiving your payment. Most arrive 1 to 3 working days later. See delivery information.
Will anyone know what's in my parcel?
No. Every order is sent in plain packaging with no product names on the outside.
Do you deliver outside the UK?
No, we only deliver to UK addresses.
Returns and help
Can I return an item?
Unopened items with an unbroken seal can be returned within 14 days. Faulty, damaged or wrong items are always replaced or refunded. See our returns policy.
Can I cancel my order?
Yes, if we haven't sent it yet. Contact us with your order number. If you have already paid, we refund you in full.
Can you give me medical advice?
We can help you find products and answer questions about your order. For medical advice, speak to your doctor or pharmacist, or call NHS 111.
Didn't find your answer?
Contact us and our team will get back to you.