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Home / Frequently Asked Questions

Frequently Asked Questions

Welcome to the euroClinix FAQ page. On this page, you will find answers to the most frequently asked questions, covering general questions about our company and service, how to place your order and our treatments and deliveries. Don't hesitate to contact us should you have any additional queries.

About euroClinix
What is euroClinix? What is euroClinix?

euroClinix is a private healthcare provider. We specialise in online healthcare, allowing you to consult with a doctor online and, where relevant, purchase treatment online safely and securely. We offer free consultation and treatment for a range of conditions, including erectile dysfunction, STI as well as varied methods of contraception.

How does euroClinix guarantee my privacy? How does euroClinix guarantee my privacy?

euroClinix uses the latest technology to ensure that your information is kept safe and secure. We never share any of your personal details with any third-party. Medical details will only be viewed by medical staff to provide you with the right treatment. To ensure your privacy, we dispatch all orders in unmarked courier packaging, with no mention of the brand euroClinix. We are subject to the General Data Protection Regulation (GDPR) (EU) 2016/679 ('the Regulation') and for the purposes of the Regulation, Hexpress Healthcare Limited is the 'data controller', that is, the company which is responsible for and controls the processing of your personal data. For more information about privacy please click here.

How can I be sure euroClinix is a legal and legitimate medical provider? How can I be sure euroClinix is a legal and legitimate medical provider?

euroClinix only works with registered doctors and pharmacies. Our pharmacy is registered with the General Pharmaceutical Council (for more information please click here). Any order for medication is only dispatched once it has been prescribed by a doctor. The doctor has final approval on all orders and can decline any order if they feel that your chosen medication is not suitable for you to take. All our doctors are enrolled with the General Medical Council in the UK (for more information please click here).

Is the euroClinix pharmacy registered with official authorities? Is the euroClinix pharmacy registered with official authorities?

Yes, our pharmacy is registered with the General Pharmaceutical Council under registration No. 9010082. You can check our details and registration status by clicking the icon below.

Register Pharmacy
Are euroClinix doctors GMC registered? Are euroClinix doctors GMC registered?

Yes, all our doctors are registered with the GMC (General Medical Council). We are furthermore fully monitored by the Care Quality Commission (CQC). More information about our Medical Team can be found here.

How can I contact you? How can I contact you?

If you have any other queries, please do not hesitate to contact us via live chat, email ([email protected]) or phone (020 3322 1755). Our office is open from Monday to Friday 08:00-17:00.

Placing your order
How can I find the treatment I need? How can I find the treatment I need?

If you know the name of the drug you can check by using the search box at the top of the page. If you don't know the name of the drug, you can also type the name of the condition. Additionally, all treatments we provide can be found by navigating through the menu. If you need help, please do not hesitate to contact our Customer Service Team.

How can I register and place an order? How can I register and place an order?

To place an order, please visit the product page for the medicine you require. Choose the appropriate dosage and package size and click on the yellow button marked "Start your consultation". This will take you straight to our online consultation process, which consists of a medical questionnaire. Once you have completed this, you will be registered automatically before you enter the payment page.

A consultation allows our doctors to diagnose your condition. Each consultation includes general questions about your health as well as specific questions related to your condition. The doctors can use this information to assess whether the treatment you have selected is the right choice for you and there are no contradictions to the use of this drug.

What happens after I submit my order? What happens after I submit my order?

Your consultation will be sent directly to our medical team. It will then be reviewed by one of our doctors. If you are suitable for your chosen treatment, they will issue a prescription. This prescription will then be forwarded to our pharmacy, where your medication will be dispensed and dispatched for courier delivery. If you place your order before 4:30 pm, it will arrive at your UK address the next day.

How old do I need to be to place an order? How old do I 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 of age.

Why do you need to know my telephone number? Why do you need to know my telephone number?

It may be necessary to contact you if there are any problems with your order. Problems can sometimes occur with taking payment or because the doctor has some further questions about your health, having already reviewed your consultation. If we contact you by phone, it minimises any disruption to your order.

Can I place an order over the phone? Can I place an order over the phone?

Yes, you can. Simply contact our Customer Service Team and ask them to place an order for you. Our phone number is 020 3322 1755.

What happens if my order isn't approved by the doctor? What happens if my order isn't approved by the doctor?

If your order is not approved by the doctor, a Customer Service Consultant will call you to explain the doctor's decision and his guidance for further treatment. Your account will not be charged. If you already paid by bank transfer, we will refund the entire payment.

Can I place more than one order at a time? Can I place more than one order at a time?

This will depend on which treatments you wish to order. Certain medications may interact with each other, causing harmful side effects. If you wish to place a second order for a different medication, complete another consultation and the doctor will be able to assess whether you are safe to use this medication alongside your previous order.

What services are included with my order? What services are included with my order?

A number of services are included, as a standard, with every order. A free online consultation with a registered doctor is always included so that you can be correctly prescribed your chosen medication. We offer free next day delivery across the United Kingdom.

My Account
How do I access my account? How do I access my account?

If you are already registered with euroClinix, click the 'Login' button at the top right of the website. You can log in using your email address and password. If you have never used our services before, please complete the order process and your account will be created automatically.

What is my password and can I change it? What is my password and can I change it?

Your password will be sent to you via email when you place your first order. After this, you can change your password to a combination of your choice by logging into your account. If you need help resetting your password please contact our Customer Service Team.

How do I change my login email address? How do I change my login email address?

It is impossible to change your login email through your customer account. If you have trouble changing your details or have forgotten your login credentials, please contact our Customer Service Team for help.

Can I close my account? Can I close my account?

If you need to close your account, please contact our Customer Service Team.

How do I change my medical details? How do I change my medical details?

You can change your medical details by logging into your account or while you are placing a new order. Alternatively, you can call Customer Service to arrange for your records to be updated.

Medication
How do you guarantee your medicines are genuine? How do you guarantee your medicines are genuine?

All medications are dispensed from an accredited pharmacy. The pharmacy is registered with the General Pharmaceutical Council and you can confirm their accreditation by clicking here.

Do I need to consult my own doctor? Do I need to consult my own doctor?

We always recommend visiting your own doctor for regular check-ups. We can pass on information regarding your treatment to your own GP, in order to keep your records updated. All you need to do is to check the appropriate box during your consultation.

What happens if I get side effects? What happens if I get side effects?

Common side effects are listed on our medication pages and in most cases, aren't a serious cause for concern. However, if you start to experience a side effect you should consult your doctor or, in more serious cases, seek help at your local emergency department (A&E).

Other websites allow you to buy medication straight-away, why is your process so complicated? Other websites allow you to buy medication straight-away, why is your process so complicated?

It is illegal to purchase medication online without a prescription. Although our process can seem complicated, it ensures that you only receive medication that is safe and suitable for you to take. Any website which allows you to purchase medication without a prescription or an online consultation is operating illegally. Taking medication ordered from unauthorised websites could seriously put your health at risk.

Delivery
When will I get my order? When will I get my order?

Orders placed before 4.30pm Monday - Friday will be dispatched on the same day and arrive the next working day. Any orders placed after 4.30pm on Friday or on Saturday and Sunday will arrive on Tuesday.

How can I track my order? How can I track my order?

Once our courier receives your order we will send you an email with the tracking number. You can track your order directly on the courier page using the tracking details provided or click here. If you didn't receive an email please check your spam folder. Remember you can always contact our Customer Service Team who can provide you with your tracking number.

Do I need to sign for delivery? Do I need to sign for delivery?

Due to the sensitive nature of the contents and where necessary, customers or their representative might be asked to sign for their orders.

I placed my order several days ago and it hasn't arrived yet. What should I do? I placed my order several days ago and it hasn't arrived yet. What should I do?

When you place your order, you should have received a confirmation email with your order tracking details and instructions on how to access the parcel tracking. If the tracking shows no movement of the parcel, it is likely that there was an issue with your order. Should we need clarification of your details, our customer service will try to contact you. If you haven't heard from us and your parcel has not arrived, we recommend contacting our Customer Service Team.

How are the items packaged and delivered? How are the items packaged and delivered?

We pack all orders in boxes placed within tamper-proof courier envelopes. No branding or mention of euroClinix will appear on the packaging.

Can I change my delivery address? Can I change my delivery address?

If you have already placed your order and want to change your delivery address, please contact our Customer Service Team as soon as possible. We can change your delivery address until your order has left the pharmacy.

What happens if I am not home when my parcel arrives? What happens if I am not home when my parcel arrives?

If you are not home when delivery is attempted, the courier will leave a notification card with information on how to collect your parcel or arrange a redelivery. If you haven't received a notification card, but the tracking says your item couldn't be delivered, you can contact the courier directly to reschedule the delivery by providing your tracking number.

How much do I have to pay for delivery? How much do I have to pay for delivery?

Next day delivery with euroClinix is free of charge. You can also collect your order from a UPS Pick Up Point at no extra cost.

Can I set the delivery time? Can I set the delivery time?

It is possible to set the delivery date. You can choose your most convenient delivery date when placing your order. Unfortunately, it is not possible to choose your delivery time. However, you can order your treatment to one of the UPS Pick Up Points and collect it at a convenient time.

Can I return my order once it has been delivered? Can I return my order once it has been delivered?

Unfortunately, for health and safety reasons it is legally prohibited to offer returns on medications. If your order arrives damaged or appears to have been tampered with, please contact our Customer Service Team as soon as possible. Please make sure you dispose of unwanted medication responsibly by taking it to a local pharmacy or doctor's surgery.

How is my order delivered? How is my order delivered?

Royal Mail delivers all next-day deliveries and nominated day deliveries.

Packaging is made up of a polythene envelope that has your name and address, and inside has a plain white box that contains the medication to provide maximum confidentiality.

Will I have to pay a customs duty or import taxes? Will I have to pay a customs duty or import taxes?

Not on orders to the UK. Further charges may be levied on other international orders (Brazil and Switzerland), please contact our Customer Service Team for further details.

Can I send my parcel to a forwarding centre? Can I send my parcel to a forwarding centre?

We are unable to ship medication to forwarding centres of any kind and can therefore not accept any delivery address associated with a mail forwarding service. Please refer to our delivery page for a full list of countries we ship to.

Payment
Which payment methods do you accept? Which payment methods do you accept?

We accept the following major credit/debit cards: Visa, MasterCard, Maestro and American Express. Depending on your location, other payment methods may also be available; such as cash on delivery, invoice payments and bank transfer.

Can I change my billing address? Can I change my billing address?

Yes, you can add a different billing and delivery address while placing your order. You can also change your details at any time by logging into your member area or by contacting Customer Service.

Can I use more than one card to pay for an order? 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 cash on delivery, invoice payments and bank transfer.

Complaints
How do I make a complaint? How do I make a complaint?

If you are dissatisfied with our services you can contact our Customer Service team. The majority of complaints are dealt with over the phone and we will do our best to resolve any issues as quickly and efficiently as possible. If you are not satisfied with the proposed solution, you can raise a formal complaint by email at [email protected]. For more information about our complaints procedure please click here.

How can I report a mistake on the site? How can I report a mistake on the site?

If you notice any mistakes on our website, please contact us directly by writing an email to: [email protected].

What is your refund policy? What is your refund policy?

We are happy to cancel your order and issue a full refund as long as your medication has not been released by the pharmacy. If you wish to cancel your order, please contact our Customer Service Team as soon as possible. Once your order has been shipped, we can unfortunately no longer offer a refund because the return of prescription medication is not permitted under UK law.

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