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Frequently Asked Questions

Welcome to the 121doc 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 as well as treatments and deliveries. Don't hesitate to contact us should you have any additional queries.

General
What services does 121doc offer? What services does 121doc offer?

121doc offers an online consultation and prescription service, connecting you with UK GPs from the comfort of your home. We prescribe and ship a range of treatments to patients across the UK based on a medical online questionnaire. For more information on the conditions and treatments our doctors prescribe as well as how our service works, visit our About Us page.

How does 121doc guarantee your privacy? How does 121doc guarantee your privacy?

121doc 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 and any medical details you provide will only be viewed by the doctor who reviews your consultation. To ensure your privacy, we dispatch all orders in unmarked courier packaging, with no mention of 121doc.

How does 121doc guarantee patient safety? How does 121doc guarantee patient safety?

121doc only works with authorised UK 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 final approval on all orders and can decline any order if they feel that your chosen medication is not suitable for you to take.How can I contact 121doc?

How can I contact 121doc? How can I contact 121doc?

You can reach our Customer Service team from Monday to Friday between 8:00 and 17:30 via phone, email or livechat. Visit our contact us page for more information.

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

A number of services are included with every order. A free online consultation with a registered doctor is always required so that you can be correctly prescribed your chosen medication. Once this prescription has been issued, our pharmacy will ship your treatment to your preferred address. We offer free express delivery across Europe and you should receive your order within 1 - 2 working days. Our Customer Service team will be available to assist you with personalised support and care throughout your treatment.

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.

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, your account will not be charged. You will receive a notification email, which will give details of any alternative treatments that are available.

How old do you need to be to place an order? 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.

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 Support team and ask them to place an order for you.

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, you will have t complete another consultation and the doctor will be able to assess whether you are safe to use this medication alongside your previous order.

How can I raise a complaint? How can I raise a complaint?

Should you experience any problems with your order or are dissatisfied with how an issue was handled, we recommend contacting our Customer Service team who will do their best to resolve this issue for you as quickly as possible. If you are not happy with the offered solution or you disagree with the outcome of an investigation, you can raise a formal complaint. To do so, simply send an email including all case details to [email protected] You can find more information on our complaints procedure here.

How do I cancel my order? How do I cancel my order?

We can accept order cancellations as long as your treatment has not been released by the pharmacy. If you would like to cancel your order, please get in touch with our Customer Service team as soon as possible. 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 by our pharmacy, we are no longer able to cancel the order and it will be delivered to the address indicated. Unfortunately we are unable to process any returns of unwanted items as the return of prescription medication is not permitted under UK law.

My Account
How do I create an account? How do I create an account?

You will be asked to create a 121doc account when you place your first order which you will then be able to access via your email address and chosen password for an overview over your past and present treatments.

How can I log in? How can I log in?

Please log into your existing user account by clicking the orange log in button on the top right corner of the 121doc website using your email address and password. If you haven't ordered with us before, please just follow the instructions when completing your order and a customer account will automatically be set up for you.

I have forgotten my password, what can I do? I have forgotten my password, what can I do?

If you have forgotten your password please request for this to be resent to your email address by clicking on "Forgot a 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 our Customer Service team who will be able to assist you in retrieving your account details. You can change your password any time from within your user account.

Can I change my log-in details? Can I change my log-in details?

In order to change your password, please log into your user account using the existing details. You will then have the option to update your password directly through your account. Unfortunately it is not possible to change your log in email through your account. If you need help in resetting your account details, please contact our Customer Service team.

How do I change my personal details? How do I change my personal details?

You can update your personal as well as medical details through your user account at any time. Simply log into your account and select the relevant details you wish to update.

How can I delete my account? How can I delete my account?

If you would like to close your account, please contact Customer Services.

Consultation
What is an online consultation? What is an online consultation?

A consultation allows our doctors to diagnose your condition. Each consultation consists of an online form which includes general questions about your health as well as specific questions related to your condition. The doctors can use these information provided by you to diagnose your condition and assess whether the treatment you have selected is the right choice for you.

How can I be sure 121doc is a legal and legitimate medical provider? How can I be sure 121doc is a legal and legitimate medical provider?

121doc only works with officially 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. As a healthcare provider, we are registered with national and international authorities who regulate our services, including the CQC, MHRA and ico.

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.

Can I contact your doctors directly? Can I contact your doctors directly?

If you wish to speak to one of our doctors, please contact our Customer Service team who will forward your query to the relevant doctor and, where applicable, arrange for a member of our medical team to call you at a time that's convenient.

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 medical records up-to-date. All you need to do to benefit from this service is to check the relevant box during your online consultation.

Can I send my prescription to you? Can I send my prescription to you?

Yes, just contact our Customer Support Team for further details.

How do I know which treatment is best for me? How do I know which treatment is best for me?

If you are unsure which medication would be the most suitable for your needs, you can complete a consultation based on your condition. The doctor will then be able to make a treatment recommendation based on his/her evaluation of your medical history.

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

It's not uncommon for people to experience side effects after taking medication, especially when commencing a new treatment. Common side effects are listed on our medication pages and in most cases, aren't a serious cause for concern. If you are experiencing strong or lasting side effects, please contact your doctor immediately. In especially grave cases an immediate termination of the treatment may be recommended. If you have any questions regarding side effects, please speak to one of our Customer Service representatives.

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 prescription medication online without a consultation with a doctor who id authorised to prescribe said medication. Although our process can seem complicated, it ensures that you only receive treatments you are safe and suitable to take. Any website which allows you to purchase medication without a prescription or an online consultation is operating illegally and taking medication ordered from such websites could seriously put your health at risk.

Delivery
When will I receive my order? When will I receive my order?

Orders placed before 16:30 Monday - Friday will be dispatched on the same day. Any orders placed after 16:30 on Friday or on Saturday and Sunday will arrive on the following Tuesday. We dispatch all UK orders using the Royal Mail Tracked24 service and they usually arrive within 1 - 2 days after dispatch.

How much do you charge for delivery? How much do you charge for delivery?

Delivery is included in all orders and therefore we won't charge any additional shipping fees to orders delivered to the UK.

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

You will receive all tracking details with your dispatch confirmation email. If you haven't received this, please contact Customer Services who will be able to help you to locate your parcel.

How can I change my delivery address? How can I change my delivery address?

If you would like to change your delivery address, please contact Customer Services as quickly as possible as we will only be able to change this as long as your order hasn't yet left the pharmacy. If your order has already been dispatched to an incorrect delivery address, it will likely get dropped off at a local delivery office from where you can either collect it with a valid form of ID or request a redelivery to the correct address.

Will I have to pay customs duty or import taxes? 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 our Customer Support team for further details.

Do I have to sign for my delivery? Do I have to sign for my delivery?

Yes, by law prescription medication cannot be delivered without a signature.

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 which should provide information on the current location of your parcel. If you haven't received this or are unable to locate your parcel, please contact our Customer Support 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 visible mention of 121doc will appear on the packaging.

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.

How can I request a return? How can I request a return?

Unfortunately, UK law prohibits the return of medications. If your order arrives damaged or appears to have been tampered with, please contact Customer Support as soon as possible. Please make sure you dispose of unwanted medication responsibly by taking it to a local pharmacy or doctor's surgery.

Payment
Which credit and debit cards do you accept? Which credit and debit cards do you accept?

We can accept payment via MasterCard, VISA, Maestro and American Express.

When do you take payment? When do you take payment?

Payment is only taken once your order has been approved by a doctor. If your request for medication is declined, you will not be charged.

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.

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

If your billing address is different to your delivery address, you can set separate addresses during checkout. Additionally, you are able to update your address details directly through your user account or by contacting Customer Services.

Placing your 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.

What is an online consultation?

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 diagnose your medication and assess whether the treatment you have selected is the right choice for you.

When do you take payment?

Payment is only taken once your order has been approved by a doctor. If your request for medication is declined, you will receive no charge.

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 of age.

Can I send my prescription to you?

Yes, just contact our Customer Service Team for further details.

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?

Yes, you can. Simply contact our Customer Service Team and ask them to place an order for you.

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

If your order is not approved by the doctor, your account will not be charged. You will receive a notification email, which will give details of any alternative treatments that are available.

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, take another consultation and the doctor will be able to assess whether you are safe to use this medication alongside your previous order.

Medication

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?

We always recommend visiting your own doctor for regular check-up. So that they can keep your records up-to-date, we can pass on information regarding your treatment to your own GP. All you need to do is to check the appropriate box during your consultation.

What happens if I get side effects?

It's not uncommon for people to experience side effects after taking medication, especially if they're beginning a new treatment. Common side effects are listed on our medication pages and in most cases, aren't a serious cause for concern. If you start to experience a side effect that's particularly uncomfortable, you should contact Customer Service or your local doctor as soon as possible.

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 you are safe and suitable to take. Any website which allows you to purchase medication without a prescription or an online consultation is operating illegally and taking medication ordered from such websites could seriously put your health at risk.

Delivery

When will I get my order?

Orders placed before 16:30 Monday - Friday will be dispatched on the same day. Any orders placed after 16:30 on Friday or on Saturday and Sunday will arrive on Tuesday before 13:00. Orders will arrive within 1 - 2 days after they are dispatched.

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 our Customer Service Team for further details.

Do I have to sign for my delivery?

Yes, by law prescription medication cannot be delivered without a signature.

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

When you place your order, you should've received a confirmation email with your order tracking details. If you need any more help, contact our Customer Service Team.

How are the items packaged and delivered?

We pack all orders in boxes placed within tamper-proof courier envelopes. No mention of 121doc will appear on the packaging.

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 credit and debit cards do you accept?

We can accept payment from MasterCard, VISA and Amex.

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.

Can I return my order once it has been delivered?

Unfortunately, the law prohibits the return of 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 will this transaction appear on my card statement?

The transaction will appear on your card statement as HHC LTD

Select medication
Fill out a short medical form
Doctor issues prescription
Medication sent from pharmacy