How can we help?
What is the process of buying medication online?
When you order prescription medicine online, you must complete an online consultation. This is so our doctors can safely issue you an online prescription based on the medical information you provide.
Please note, any website that allows you to purchase prescription medication without a consultation is operating illegally. Taking medication that has been ordered from such websites could put your health at risk.
What is an online consultation?
Each consultation includes general questions about your health (such as your blood pressure, weight and medical history) as well as specific questions related to the selected treatment. This allows our doctors to make a diagnosis and ensure the medication you have chosen is safe and right for you to take.
Your answers and medical information will not be shared with any third parties and can only be accessed by our doctors.
What is included in the online consultation?
Our online consultations are in the format of short medical questionnaires. You will be asked general questions about your health and medical history, as well as specific medical questions relevant to the treatment you have chosen. We will also ask you for your payment and delivery details to complete the order.
Online consultations take no longer than 5 minutes to complete. All questions are necessary when issuing prescription medicines. It means that our doctors can make sure the treatment is safe and right for you.
Will a doctor review my consultation?
Yes, it is a legal requirement that all online consultations are reviewed by a registered doctor. This is to make sure the chosen treatment is safe and right for you to take. All personal information is stored securely and confidentially.
Please note, all orders are subject to doctor approval, and we cannot guarantee that your order will be approved.
What happens after I submit my order?
Your online consultation will be sent directly to our medical team, where it will be reviewed by on of our in-house doctors.
If a doctor approves you for treatment, they will issue a prescription. Your prescription will then be forwarded to our pharmacist, where you medication will be dispensed and dispatched for delivery.
What services are included with my order?
Every order includes:
- Free consultation - your consultation will be personally reviewed by one of our registered doctors.
- Free prescription - a doctor will issue you a prescription if approved for treatment.
- Free delivery - we provide free express delivery across Europe, you should receive your order in 1-2 working days.
Is the price all-inclusive?
Yes, our service is all-inclusive and there are no hidden fees. All 121doc orders include a free online consultation, a free prescription and free express delivery.
How old do you need to be to place an order?
You need to be 18 years or over to order prescription medicine online. We carry out age verification checks during the ordering process to ensure that our patients are at least 18 years old.
What is the age verification process?
As an online healthcare provider, we are legally required to confirm that you are at least 18 years of age before your first purchase.
Age verification checks are automatically carried out based on the details you provide. This includes your name, address and date of birth.
If we are unable to verify your age from your details alone, you will be asked to upload a scan or a photo of a valid photographic ID (such as your driver's license or passport) to verify your age. You can do this online by logging into your member's area and following the steps. If you have any problems uploading it, please contact our Customer Services Team.
What should I do if age verification fails?
If age verification fails, there are a few common errors that you can check yourself.
- Check that it's an accepted form of photo ID that shows your face, name and date of birth.
- Make sure that it is valid and in-date. If it has expired, it is not valid.
- Make sure it's the correct file size and type. We accept PNG and JPG files no bigger than 10MB.
If you are still having problems, please get in touch with our Customer Services Team.
Why hasn't my order been approved?
There are several reasons as to why your order may not have been approved:
- If it is a medical concern, the doctor may request additional information via email.
- If there is an issue with your personal details, Customer Services will contact you via phone or email.
- If there is a payment issue, Customer Services may look to resolve this issue via phone or email.
If your order is declined by the doctor on medical grounds, you will be told the reason why.
What happens if the doctor doesn't approve my order?
If the doctor does not approve your order, your account will not be charged. You will receive an email notification which will contain details of any alternative treatments that are available. You can also contact Customer Services for clarification.
What does order status ‘Suspended’ mean?
If your order has been 'Suspended', this means the doctor has not approved your order.
This may be due to concerns about your health, diagnosis, over-prescribing, or the doctor requires additional information.
What does order status ‘Pending’ mean?
If your order is 'Pending', this means there is an issue with your order and we are awaiting a response from you.
We may need further age verification, additional medical details, or it is because your payment has not been processed.
What does order status ‘Cancelled’ mean?
If your order is 'Cancelled', we will not process it further. You will not be charged for that order. If you have no personally cancelled an order, please contact Customer Services for clarification.
Why do you need to know my telephone number?
We need your telephone number so we can contact you as soon as possible if there are any issues with your order. There could be an issue with the payment or the doctor may have further questions about your order.
Can I place an order over the phone?
Yes, you can place an order over the phone. Simply contact Customer Services and ask them to place an order for you.
How does reordering work?
You can reorder a prescription by logging in to your Members' Area and going to the 'My Orders' section. There you will have the option to reorder.
Unless your details have changed, you do need to complete an online consultation again.
Can I order medication in bulk for prolonged use?
No, it is wasteful and potentially dangerous to stockpile medication. However, we do offer a variety of pack sizes for certain treatments, especially daily treatments, so that you do not have to reorder as often.
How do I cancel my order?
We accept order cancellations as long as your treatment has not been dispensed by the pharmacy. If you would like to cancel your order, please contact Customer Services by phone, live chat or email.
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, we are no longer able to cancel the order. It will be delivered to the chosen address.
Unfortunately, we are unable to process any returns of unwanted items as the return of prescription medication is not permitted under the Consumer Rights Directive.
What are my delivery options?
We offer several delivery options at no extra charge:
- Next-day delivery
- UPS Access Point - convenient parcel drop-off and collection near your home or work address
- Nominated-day delivery - choose the most convenient day for delivery
All these options can be tracked and require a signature on delivery. If you are not in, a friend or relative can sign in your place.
When will my order arrive?
If placed before 16:30 (GMT+1) Monday - Friday, your order will be dispatched on the same day. Any orders placed after 16:30 (GMT+1) on Friday, Saturday or Sunday will arrive on the following Tuesday.
You can track your delivery by logging in to your account and going to the Members’ Area.
If you do not receive your order on time, please contact our friendly Customer Service team. You can contact them by phone, live chat or email Monday to Friday 8:00 - 17:00 (GMT+1).
How much do you charge for delivery?
How can I track my order?
You will receive the tracking details with your dispatch confirmation email. You can also track your order by logging in to your Members' Area and going to 'My Orders'.
If you have any problems trying to track your order, please contact Customer Services. They can help you locate your delivery.
How can I change my delivery address?
You can change your delivery address if your order has not yet been dispatched.
- Go to your Members' Area and go to 'My Order'.
- Select your order and edit the delivery address.
If your order has already been dispatched to an incorrect address, it is likely to be dropped off at a local delivery office. You can then collect it with a valid ID or request redelivery to the correct address.
Will I have to pay customs duty or import taxes?
You will need to not pay customs duty or import taxes on orders to Europe. Further charges may be levied on other international orders. Please contact Customer Services for further details.
Do I need to sign for delivery?
Depending on the treatment, you may be asked to sign for your order. Anyone can sign for a delivery if you are not in.
What will the package look like?
All of our orders are plainly labelled and discreetly packaged. Our logo or any personal details will not be visible on the exterior packaging.
Please note, inside the package, all treatments will appear as produced by their manufacturer, including any branding.
I placed my order several days ago and it hasn't arrived yet. What should I do?
When your order has been dispatched, you should receive a confirmation email with the tracking details. If you have not received this email or you are unable to track your order, please contact Customer Services.
Can I send my order to a forwarding centre?
No, we cannot ship medication to forwarding centres of any kind. Please refer to our delivery page for more information.
Can I get my package delivered to a UPS Access Point?
Yes, your order can be delivered to a UPS Access Point for no extra charge. It can be delivered the next working day or on a nominated day.
Which credit/debit cards do you accept?
We accept payment from MasterCard, VISA, Maestro and American Express.
Can I use more than one card to pay for an order?
No, we can only accept payment from one card per order. Depending on your location, we can accept other payment methods such as invoice payments or bank transfers.
Can I change my billing address?
Yes, you can change your billing address by logging in to your Members' Area and going to 'My Profile'.
You should keep your billing address up to date so we can verify your card payment. If your billing address is different from your delivery address, you can set a separate address during checkout.
How will the transaction appear on my bank statement?
The transaction will appear on your bank statement as 'HHC Ltd'.
Can I return orders?
No, you cannot return orders. The Consumer Rights Directive prohibits the return of medications. If your order arrives damaged or appears to have been tampered with, please contact Customer Services as soon as possible.
You should take any unwanted medication to your local pharmacy or GP surgery, where they can dispose of it safely. Do not throw away any medications with your household waste or flush them down the toilet or the sink. This can harm the environment.
What should I do if the payment fails?
You will receive an email with a link to correct a failed payment. You can also correct your payment details by logging in to your Members' Area and going to 'My Profile'. Here, select a different payment method and billing address that corresponds with your payment method.
How can I be sure your service is legal?
At 121doc, our medical staff and facilities are licensed and registered in Europe with the relevant medical and pharmaceutical authorities.
We also comply with the European prescription laws. We do not sell prescription medicines without a valid prescription from a registered doctor. A prescription also cannot be issued unless it is approved by a doctor.
We also ensure your data is protected by adhering to data privacy laws.
You can learn more about our certifications here.
Is it safe to buy prescription medication online?
It is safe to buy prescription medications online from genuine and reputable healthcare providers, like 121doc.
Our medical staff and facilities are registered with the relevant medical governing bodies. We also ensure your data is protected by adhering to European data privacy laws.
You can learn more about our certifications here.
How do you guarantee your medicines are genuine?
All of the medications we offer are approved by relevant medicines regulatory agencies such as the European Medicines Agency (EMA). They are also dispensed from a registered pharmacy. You can confirm our pharmacy registration here.
What is a generic medicine?
A generic medicine is a medicine that contains the same active ingredients and has the same effects as a previously patented medication. Generic medicines are also usually named after the active ingredient, rather than a brand name.
For example, Sildenafil is the generic version of Viagra. Both treatments are pharmacologically identical. Generics can only be sold once a patent has expired.
Can I choose any treatment?
This depends on the condition and treatment.
For some conditions (such as ED), you can compare and order different medications. However, some treatments are only available if they have been previously prescribed by your doctor.
If you are unsure of what is available to you, please contact Customer Services.
Are my orders shared with my doctor?
No, we do not share your order with your doctor. However, we do recommend that you inform your doctor of any additional medicine you are using. This is so they can keep your medical records up to date and continue to safely supervise your medical care. They can also keep a record of any allergies or adverse effects you experience with a medicine.
Do I need a prescription to order test-kits?
You do not need a prescription to order any of our tests. You can place your order online and expect delivery the next working day.
Do I need to consult my doctor?
We are not a replacement for your regular healthcare provider. So, it is in your best interests to continue seeing your doctor for any check-ups or health concerns as well as inform them of any additional medicines you take.
Can I contact your doctors directly?
If you have a question for our doctors, please contact Customers Services.
Alternatively, please log in to your account and send a message via the Message Centre. Our medical team will forward your query to the relevant doctor.
Can I send my prescription to you?
Yes, you can. However, our service includes a free prescription. So, you will not need to supply one.
What should I do if I experience side effects?
It is not uncommon to experience side effects after taking prescription medication, especially when starting a new treatment. Common side effects are listed on our product pages and in the product leaflets that come with your medication.
In most cases, common side effects are not a serious cause for concern. If you are experiencing severe or long-lasting side effects, please stop taking the medication and seek immediate medical attention.
You should also report any side effects you experience to your national medicines authority.
If you have any questions regarding side effects, please speak to one of our customer service representatives.
Can I change my login details?
Yes, you can. To change your password, please log in to your account using your existing email and password. You will then have the option to update your password in the 'My Profile' section in your Members' Area.
Unfortunately, you cannot change your email in your Members' Area. Contact Customer Services if you wish to change the email linked to your account.
What is a one-time password (OTP)?
A one-time password (OTP) is a string of numbers automatically generated for a single login attempt. OTPs can be sent via SMS or email and are used to protect web-based services, private credentials and data.
You have the option to sign in to your account with an OTP.
What is a two-step verification (2FV)?
Two-factor verification (2FV) provides an extra layer of security to your account in the form of an SMS verification. We will send a unique 6-digit code to the phone number registered to the account when you log in to your account.
You can enable this at any time by going to the 'Security' section in your account settings.
How can I delete my account?
If you would like to close your account, please contact Customer Services.
How can I raise a complaint?
Should you experience any problems with your order or our service, we recommend contacting our Customer Service team, who will do their best to promptly resolve the issue for you.
If you are not happy with the proposed solution, or if you disagree with the outcome of an investigation, you can raise a formal complaint. To do so, please send an email including all case details to complaints@121doc.com.
You can learn more about our complaints procedure here.
My package has been tampered with. What can I do?
If you believe your order has been damaged or opened, please contact Customer Services ASAP.
What services do you offer?
We offer an online consultation and prescription service, connecting you with doctors from the comfort of your home. We prescribe and ship a variety of treatments for a range of conditions.
For more information, please visit our About Us page.
How do you guarantee privacy?
We use the latest technology to ensure that your information is kept safe and secure. We never share any of your details with any third parties, and any medical information you provide will only be viewed by one of our doctors.
To ensure your privacy, we dispatch all orders in unmarked courier packages.
How do you guarantee patient safety?
We work with authorised doctors and pharmacies. Any order for medication is only dispatched once it has been prescribed by one of our registered doctors. The doctor has the final say on all orders and can decline any order if they feel the treatment is not suitable for you.
Is this service discreet?
Our patients’ privacy is of utmost importance. All your medical information is securely stored and only viewed by our doctors. We do not share your details with third-parties. We are also closely adhere to data privacy laws.
All orders will only show on invoices, bank statements, etc. as ‘HHC Ltd’.