Frequently Asked Questions
Everything you need to know about our online pharmacy, consultations, prescriptions, and delivery.
Online Consultations
How does the online consultation work?
You complete a short health assessment questionnaire online. Our team of qualified prescribers reviews your answers alongside your medical history. If you are clinically suitable, a prescription is issued and your medication is dispensed from our GPhC-registered pharmacy.
Is my consultation private and confidential?
Yes. All consultations are fully confidential and your data is handled in compliance with UK GDPR. Your information is only shared with the clinical staff required to process your consultation.
Can I be refused a prescription?
Yes — our prescribers may decline to issue a prescription if they determine that a treatment is not clinically appropriate for you. This is done in your best interests. You will not be charged if a prescription is not issued.
What happens after I submit a consultation?
Our clinical team aims to review all consultations within 24 hours on working days. You will receive an email confirmation once a decision has been made.
Prescriptions & Medication
Do I need an existing prescription?
No. For online clinic treatments, our independent prescribers can issue a new private prescription following your consultation — you do not need to visit a GP first.
Can you dispense NHS prescriptions?
Yes, we are able to dispense NHS prescriptions. Please contact us at hello@fyldeclinic.co.uk for further details.
How long is a prescription valid for?
Private prescriptions are generally valid for 6 months from the date of issue unless otherwise stated. Some controlled drugs have shorter validity periods under UK law.
Delivery
How long does delivery take?
Standard delivery takes 2–3 working days. Express next-day delivery is available on eligible orders placed before the cut-off time. Full details are on our Delivery & Returns page.
Is packaging discreet?
Yes. All orders are dispatched in plain, unmarked packaging with no indication of the contents on the outside.
Do you deliver across the UK?
Yes — we deliver to all mainland UK addresses. Delivery to some remote areas (Scottish Highlands, Islands, Northern Ireland) may take an additional working day.
Orders & Returns
Can I return medication?
Due to the nature of pharmaceutical products, we are unable to accept returns of medications once they have been dispatched. This is in line with UK pharmacy regulations. If you have a concern about your order, please contact us immediately.
What if my order arrives damaged?
If your order arrives damaged or incorrect, please contact us within 48 hours of receipt at hello@fyldeclinic.co.uk with photos and your order number. We will resolve this promptly.
Account & Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and PayPal. All payments are processed securely.
How do I track my order?
Once your order is dispatched you will receive a confirmation email with tracking information. You can also view your order status by logging in to your account.
Still have a question?
Our pharmacists are happy to help with any clinical or order queries.