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.
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.
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.
euroClinix only works 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 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).
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
If you need to close your account, please contact our Customer Service Team.
All medications are dispensed from an accredited pharmacy.
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.
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).
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.
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.
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.
Due to the sensitive nature of the contents and where necessary, customers or their representative might be asked to sign for their orders.
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.
We pack all orders in boxes placed within tamper-proof courier envelopes. No branding or mention of euroClinix will appear on the packaging.
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.
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.
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.
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.
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.
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.
Not on orders to the UK. Further charges may be levied on other international orders (Switzerland), please contact our Customer Service Team for further details.
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.
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.
The transaction will appear on your card statement as HHC LTD.
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.
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.
If you notice any mistakes on our website, please contact us directly by writing an email to: [email protected].
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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