FAQs

Our service provides a complimentary consultation, which is assessed by a pharmacist from our expert clinical team. If appropriate, they issue a private prescription, which is fulfilled by our pharmacy and sent directly to your chosen address.

All orders placed on our site are treated with complete confidentiality, and your information is fully protected.

Yes. You can provide separate billing and delivery addresses when placing an order, and you can update your details at any point through your account profile.

If your order is rejected, we recommend consulting your GP to discuss alternative treatment options. The full amount of your order will be refunded to the original payment method, and this refund typically takes 3–5 business days to process.

Yes. Each time you place an order, you’ll need to complete a new questionnaire and provide current information, allowing the prescriber to properly evaluate your situation.

Once your order is complete, you’ll receive a confirmation email. Our clinical team will review your order and assessment form to ensure the medication is suitable for you. If approved, your order will be sent to our dispatch team. You can track its progress at any time via your patient dashboard.

After you submit your consultation form, it can take up to 48 hours for our clinical team to review it. Once your order is approved, it will be dispatched and delivered according to the timeframe of the delivery option you selected at checkout.

Occasionally, if a payment cannot be completed through our secure payment gateway, we can provide a direct, secure payment link via our payment provider. Please contact our Patient Care Team to request this link so you can complete your order safely.

Payments can be made securely using a credit or debit card through our protected online payment system. We also offer Buy Now Pay Later options, which are subject to the terms and conditions of the chosen provider.

If your order hasn’t been reviewed by our prescriber yet, you can still cancel it. Simply contact our Patient Care Team, and they will handle the cancellation for you. Orders cancelled prior to prescriber approval will not incur any charges.

We do not offer a direct click-and-collect option through our checkout. However, once your order is dispatched, you’ll receive a tracking link at the email address provided. Using this link, you may be able to redirect your delivery to a suitable collection point.

Your orders are delivered by Royal Mail and DPD. By default, your chosen courier depends on the delivery option selected at checkout, and availability may vary depending on your location. In some cases, DPD may not service certain postcodes; when this happens, Royal Mail will be used instead. It’s important to check our delivery page for full details on which couriers are available for your area

If you are not available when the courier arrives, they will make two delivery attempts on consecutive working days. After the first attempt, a card will be left with instructions, and you should check your tracking link immediately for options to reschedule, redirect your order to a neighbour, or arrange collection at a secure point. While it’s possible to leave the package in a safe place, we advise against this due to the sensitive nature of your medication.

You are able to change your delivery address up until the point your order is dispatched. Once your order is on its way, we cannot redirect or modify the delivery, so it is crucial to verify all details carefully before placing your order. Ensuring your address is correct helps avoid delays or missed deliveries. Taking this step means your treatment arrives smoothly and on time.

Once your order has been processed and scanned by the courier, a tracking link will be sent directly to the email address you used at checkout. Use this link to monitor your delivery in real time and stay in control of when your order arrives

We deliver exclusively within the United Kingdom. Orders outside of the UK cannot be fulfilled. Please ensure the delivery address you provide is a valid UK residential or work address to avoid cancellation.

Yes, we deliver across the UK, including the Scottish Highlands and the Channel Islands. Please note that while we use Royal Mail services, next-day delivery cannot be guaranteed for these locations. We recommend tracking your order closely via the link provided to ensure you receive your medication promptly and can plan for its arrival.

Delivery costs vary depending on the service you select at checkout. Standard orders over £40 may qualify for free delivery (excluding refrigerated medication). We recommend choosing the option that best suits your schedule and needs. For full details on delivery times, pricing, and how we ensure your medication arrives safely and on time, check out our delivery page.

To get your treatment as quickly as possible, make sure you watch for emails with updates about your order.

Once your consultation form has been reviewed, one of our pharmacists may request extra information to complete your assessment.

If you’re asked to provide additional details or answer safety questions, respond promptly. Doing so helps us keep your order moving and avoid any unnecessary delays.

All weight-loss injectables are shipped with care to maintain quality and effectiveness. Delivery times can vary depending on the option you select, but every order is sent for next-day delivery to preserve the cold chain. Each package comes in temperature-controlled, insulated wool packaging that maintains the internal temperature for up to 48 hours. All deliveries are fully tracked, and you’ll receive a tracking link to monitor your order. Be sure to keep an eye on your delivery so you can receive it promptly.

On weekdays, approved orders can be dispatched for next-working-day delivery, depending on the delivery option selected. Full details on delivery methods, cut-off times, and timeframes are available on our Delivery page.

All orders are shipped in plain, discreet packaging with no branding or labels that reveal the contents.

We deliver to UK residential and work addresses only. We do not accept post office addresses, collection pods, or lockers. Orders using these types of addresses may be cancelled.

Due to the medicinal nature of our products, we cannot accept returns once an order has been dispatched. The only exceptions are if your order arrives faulty, damaged, or not as described. If that happens, contact our Patient Care Team immediately, and we’ll guide you through the next steps to resolve the issue.

Reach out to us directly at support@cloudpharmacy.zendesk.com or call 0207 157 9759. Our Patient Care Team is ready to assist Monday to Friday, 9:00 am–5:00 pm. You can also get in touch by filling out the contact form on our “Contact Us” page, and we’ll respond as quickly as possible.

Online Men’s Clinic operates under Cloud Pharmacy, a UK-registered pharmacy fully licensed and regulated by the General Pharmaceutical Council (GPhC). All clinical assessments, prescribing, and safety checks are conducted internally by UK-qualified, registered pharmacist prescribers.

Patient information, including medical records and consultation details, is managed through Cloud Pharmacy’s secure, NHS-approved software and servers, ensuring your data is kept safe, confidential, and handled in full compliance with GPhC professional standards.

Your personal and medical information is fully confidential and accessible only to our registered prescribers and pharmacy team. We handle your data with the highest standards of security and discretion.

For more details on how your information is protected, you may see our Privacy Policy.

We take all feedback from our patients seriously. Every concern is handled through a structured process designed to ensure complaints are reviewed fairly, thoroughly, and in a timely manner. You can view our full complaints procedure and guidance here.

No, your GP will not be automatically notified. We do, however, recommend keeping your GP informed. Once your order has been shipped, a GP letter (also usable as a travel letter) will be available in your patient dashboard. You can also add your GP details directly into your account to make this process seamless. Stay in control of your health while keeping all the necessary information at your fingertips.

Absolutely. All of our medications come from the same certified, approved distributors that supply traditional high street pharmacies. Whether online or in-store, every treatment we provide is fully genuine, safe, and meets the same strict regulatory standards you’d expect from any UK pharmacy. Your health and safety are our top priority.

If you don’t know the exact drug name, simply type the condition you want to treat into our search box, or explore our range of treatments here.

Can’t find what you’re looking for? Our dedicated Patient Care Team is ready to guide you and point you in the right direction.

If you haven’t used a particular treatment before, it’s wise to speak with your doctor before placing an order online.

When you choose a treatment on our site, you’ll complete a medical questionnaire. Be thorough and honest, your answers must reflect your current health, lifestyle, allergies, and any other medications you take. This ensures our prescriber can accurately determine whether the treatment is suitable for you.

After reviewing your submission, our prescriber will provide key safety guidance. Make sure you read and fully understand this information before proceeding with your order, it’s essential for your safety and achieving the best results.

Our fees cover the full cost of your treatment, including the prescription and clinical review. Because of this, we cannot issue a prescription for you to use elsewhere, everything you need is included in our service.

All patients are required to complete the consultation form truthfully. As part of this process:

1. You will need to submit a full-body photo to help our prescriber assess your suitability for treatment.
2. If you are transferring from another pharmacy, we will also need a copy of your previous prescription, including your full name, the prescribed dose, the pharmacy name, and the date of your last prescription.