FAQs
Welcome to the FAQs section of HealthExpress.eu. We have prepared answers to some of the most popular questions regarding the use of our website, but please contact us if your question isn’t covered below:
About Us
How long has HealthExpress been established?
HealthExpress was established in 2002 and we’ve been helping hundreds of thousands of patients to treat medical conditions ever since. If you’d like to find out more about how we began, and how HealthExpress has progressed through the years, you can visit the Our Story page.
Does HealthExpress sell medication legitimately?
Yes. We were the first online clinic to fully comply with the MHRA’s guidelines on selling prescriptions online, and we still follow these guidelines today. It’s why we’ll only provide medication if a registered doctor has made a diagnosis based on our comprehensive online consultation process. It’s also why we’ll only dispense medication from pharmacies registered with the General Pharmaceutical Society.
Any websites that offer prescription medications without prescriptions are doing so illegally. Click here to learn more about your rights as a patient.
What is your security policy?
We are committed to patient privacy and security. Any information you supply during the consultation will be protected legally by doctor-patient privilege. Any information you give online, including during the payment process, is protected with VeriSign secure encryption technology. This allows HealthExpress to guarantee that your personal and payment information is submitted with the highest level of security, keeping your details safe.
What services are included with my order?
You’ll receive a range of free services when you use HealthExpress. When you register with us, you’ll receive a free online consultation with a registered doctor, which will give you a personalised diagnosis and recommended treatments. We also offer free next-day delivery to most European destinations.
Will I still need to visit my doctor?
Usually the online consultation is comprehensive enough for our doctors to make a sufficient diagnosis, which means you can order and receive treatment without having to visit your doctor. We can share information on your diagnosis and course of treatment with your doctor, so they can keep your medical records up-to-date, if you’d like us to.
It’s always advisable that you consult your doctor before you begin any treatment. In some cases, if one of our doctors feels they can’t make a diagnosis because they don’t have enough information, they may recommend you meet with your doctor instead or contact you to clarify any questions they have.
Can I speak to any doctors directly about my condition or treatment?
All of our doctors are available to provide advice and support if required. You can email doctor@healthexpress.com or contact our Patient Support Team on 020 7084 7594, who will put you in contact with a member of our medical team as soon as possible.
Delivery information
How long does delivery take?
We offer a free delivery service throughout Europe, including Ireland, which will take between one and two days depending on your location. We also offer free next-day delivery to the UK, and free international delivery which can take three to five working days.
How will my order arrive?
We send all medications in discreet packaging, placed inside courier envelopes to ensure absolute discretion. All our deliveries are made by UPS or Royal Mail and need to be signed for.
Can you send my medication to an address that isn’t my billing address?
If you provide us with an alternative address, we will deliver it there. You just need to tell us when ordering your medication. If someone isn’t in to receive the delivery, our couriers will leave a card which will tell you how to arrange collection or reschedule delivery for a better time.
Can I return my order once it’s been delivered?
No, you’re prohibited from returning medications by law. However, if your order looks damaged or like it’s been tampered with, you should contact our Patient Support Team.
How do order
How do I obtain treatment?
Once you’ve read the information about your treatment, you’ll need to complete a consultation that will be reviewed by a registered doctor. We’ll notify you when the doctor has made a diagnosis and recommended treatments, and we’ll give you a link which will allow you to enter your payment details and complete your order.
If you’d like to know more about this process, please visit our How to Order page.
What’s an online consultation?
Taking a consultation is essential and is the first thing you need to do in order to buy prescription medication. It allows our doctor to prescribe treatments that are safe for you to use. You’ll be asked about your current and past health, the condition you require treatment for and any medications you’re using.
If the doctor feels treatment may be unsuitable for you, they won’t recommend any. Instead you may be contacted to answer any further questions, or they may suggest you visit your doctor.
If you’d like to find out more about our consultation process, please visit our How to Order page.
Can I place an order over the phone?
Yes. Our Patient Support Team are available Monday to Friday, between 7am and 11pm. You can place an order or complete a consultation over the phone with one of our medically trained support staff.
What happens when I place an order?
After you’ve completed your consultation and looked at your recommended treatment, you can choose and order your preferred treatment. After you’ve made a payment, your prescription will be sent to our pharmacy where it will be checked and dispensed by a registered pharmacist. It will then be dispatched for delivery, when you’ll be given a tracking number and an estimated delivery date.
How old do you need to be to take a consultation or place an order?
You need to be at least 18 years old to place an order or take a consultation with HealthExpress.
Can I still place an order online if I already have a prescription?
This is possible; all you need to do is forward the prescription to us. To find out how this works, please contact out Patient Support Team on +44 20 7084 7594.
Payment Options
Should I be aware of any hidden costs?
There are no hidden costs with HealthExpress. The price you see is the price you’ll pay; we don’t charge for our consultation and delivery is free, unless you’ve chosen an alternative delivery option.
Which credit/debit cards to you accept?
Currently we accept payment from Visa, Visa Electron, Maestro, MasterCard and American Express.
Can I pay by cheque or postal order?
We’re happy to accept payment by cheque or postal order. If you want to use this method, please give us a call on 020 7084 7594 and we’ll talk you through the process.
All cheques and postal orders should be made payable to Hexpress Healthcare Ltd and sent to us with your name, order number and cheque guarantee details (where applicable). We’ll only dispense orders once the cheque or postal order has cleared.
You can find out about the different payment methods on our Payment Options page.
Can I pay with more than one card?
We can only accept payment from one card, but there are a number of other ways you can pay which you can learn about on our Payment Options page or by contacting our Patient Support Team on +44 20 7084 7594.
How will this transaction appear on my card/bank statement?
To guarantee your privacy, our website name won’t appear on any statements. Instead, the transaction will appear as Hexpress Healthcare Ltd.
Medications
How do I know that the medication I’ll receive is genuine?
We only ever sell genuine, branded medications. We dispense medication from regulated pharmacies which are registered with the Royal Pharmaceutical Society. You can verity our credentials here.
If you want to verify that the medication you’ve received is genuine, you can do so by looking for a hologram. You can also contact the manufacturer and check the batch number on the pack with them, which will also reassure you that it’s genuine.
What happens if I develop side effects?
Every prescription medication may cause side effects, especially if you’re using it for the first time. We provide information about the most common side effects on every treatment page on HealthExpress.eu.
If you experience the specified side effects for a short period of time, you shouldn’t worry. If they become prolonged, uncomfortable or you experience more serious side effects, you should contact our Patient Support Team or speak to a doctor for advice.
Other websites let you buy medication immediately. Why is your process so complicated?
It’s illegal to allow you to buy prescription medication without a prescription, so any websites that allow you buy without one are operating illegally.
Our process may take a couple of minutes more to complete, but it’s essential to check you’re safe to use certain medication and to remain on the right side of the law. Our consultation and ordering process has recently been streamlined, to allow us to dispatch most orders on the same day they’re placed.
I have a question that hasn’t been answered. How can I get an answer?
Please contact us with any other queries you may have and we’d be happy to help you.
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