How can we help?
How does the service work?
To use our service, you will first need to complete an online consultation about your health and medical history.
One of our registered doctors will review the information you provide and assess whether treatment is clinically appropriate for you. They may ask for additional information before a final decision is made.
If you are eligible for treatment, the doctor will issue a prescription, which will be sent to you by our pharmacy.
What is an online consultation?
An online consultation allows a doctor to assess your health remotely. It includes general questions about your health and medical history, such as your blood pressure, weight, existing medical conditions or any medicines you currently take. You will also be asked questions relevant to your symptoms or condition.
Your answers will help our doctor assess your needs and determine whether treatment is appropriate for you.
Your personal and medical information is handled securely and shared only where necessary to provide the service, in accordance with our privacy policy.
What is included in an online consultation?
Our online consultations are short medical questionnaires that take about 5-10 minutes to complete. You will be asked about your general health, medical history, current medications and any allergies. Depending on what you are seeking treatment for, you may also be asked additional medical questions.
Please answer all required questions fully and accurately. This information allows our doctor to assess whether treatment is appropriate and whether they need any further information from you.
You will also be asked to provide payment and delivery details. Payment will only be taken if our doctor issues a prescription. If they do not think that prescription treatment is appropriate for you, you will not be charged.
Will my consultation be reviewed by a doctor?
Yes. A registered doctor reviews every completed consultation.
Our doctor will assess the information you provide and decide whether treatment is clinically appropriate. In some cases, you may be contacted for further information.
Please note that submitting a consultation does not guarantee that a prescription will be issued.
What happens after I complete my consultation?
Your consultation will be sent securely to our medical team and will be reviewed by a registered doctor.
If the doctor considers treatment appropriate, they will issue a prescription. The prescription will then be sent to our pharmacy, which will prepare your treatment for delivery.
What services are included?
Our services include:
- Online consultation - Personally reviewed by one of our doctors.
- Prescription - If eligible, an electronic prescription for the appropriate treatment.
- Delivery of the prescribed treatment - We offer express delivery in several European countries, with delivery in 1-2 business days.
Is the price all-inclusive?
Yes. The prices shown on our website include all expenses, including the online consultation, medical review, the prescription, the prescribed treatment, pharmacy dispensing, and delivery to your chosen address.
How old do I need to be to use the service?
You must be at least 18 years old to use our services. We perform age verification checks to ensure our patients are at least 18 years of age.
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 cannot issue a prescription?
If the doctor cannot issue a prescription for you, your account will not be charged. You will receive an email with information about possible treatment alternatives. You can contact customer service at any time for further details.
What does the status “Suspended” or "On hold" mean?
If your order is showing as "suspended" or "on hold", this means that the doctor cannot approve it at this stage.
This may be because:
- Additional medical information is required
- Some of the information provided needs to be clarified
- Medical treatment may not be suitable based on your health or medical history
If more information is required from you, our Customer Services team will contact you via email or phone.
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 complete my consultation over the phone?
Completing your consultation online is usually the quickest way; however, if you are having any issues filling out your consultation, you can also contact our Customer services to get it done over the phone.
How do I reorder?
Log in to your member area and go to the “My Orders” section. From there, you can begin a new prescription request based on the previous treatment you have received from us.
You will need to complete a new online consultation so that our doctor can review your current health and medical information.
Can I request treatment for more than one condition or purpose at a time?
No, you can only request treatment for one condition per consultation. This is because each condition must be assessed separately. To request treatment for more than one condition, you will need to complete the relevant online consultation for each condition. This ensures that the doctor receives the information needed to assess each request individually.
Can I request a longer supply of treatment?
The treatment supply available to you depends on the treatment, your individual circumstances and what your doctor considers clinically appropriate.
For some treatments, different pack sizes or supply options may be available. Your doctor will prescribe the most suitable amount based on your needs and treatment plan.
If you need more treatment or would like to reorder, you will need to complete a repeat consultation. This allows the doctor to check that your treatment remains safe and appropriate for you at that time.
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.
Which delivery options are available?
The delivery options available to you will be shown at checkout. They may vary depending on your address and the treatment being supplied.
We offer:
- Express delivery to your chosen address
- Delivery to a UPS or DHL pick-up point
- Delivery on a nominated day
- Tracking number to check the status of your order
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.
Do I have to pay customs or import duties?
You will not be charged any customs or import duties on orders to Europe.
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 pickup point?
Yes, your order can be delivered to a UPS pick-up 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 that the service is safe and legitimate?
121doc works with registered healthcare professionals and regulated pharmacy providers. You can find information about our doctors, pharmacies and organisations involved in providing the service here. Where applicable, you can use the links provided to check registration details directly with the relevant regulatory authority.
Furthermore, we ensure the protection of your data by complying with all applicable data protection laws.
How can I check whether an online healthcare service is legal?
Before using an online healthcare or pharmacy service, check that the healthcare professionals and dispensing pharmacy are registered with the relevant authorities.
A legitimate prescription service should require an appropriate medical assessment before supplying any prescription treatments. It should also provide clear information about the organisations and healthcare professionals responsible for the service.
Where the common online pharmacy logo is displayed, click it and check that it directs you to the pharmacy’s entry on the relevant authority’s register. Do not rely on an image of the logo that does not link to an official register.
How do you ensure that medicines are genuine?
Medicines supplied through the service are obtained through regulated supply chains and dispensed by a registered pharmacy.
All supplied treatments have been authorised by the relevant regulatory authorities, including the European Medicines Agency (EMA).
You can check our dispensing pharmacy's registration details 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 my treatment?
The consultation will assess your suitability for treatments that are commonly used for your condition, and when applicable, you have the option to choose the one you prefer. However, your preferred treatment may not always be the best option for you, and our doctor may recommend an alternative.
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 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 you my prescription?
Yes, you can. However, our service always includes a prescription, so you don't need to provide us an existing 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’.