Frequently asked questions

Is this service safe and legitimate?

Yes. All our doctors are registered with the Irish Medical Council.

Our doctors always follow best practice and are up to date on the latest medical regulations. Our doctors' specific professional responsibilities in providing online and remote medical care are set out in the Irish Medical Council’s ethical guidance. We use a quality management system to continually improve our service and its safety. These principles have helped us grow to the point where we've now safely treated more than two million patients in the UK and Ireland and issued over 3 million prescriptions over the last 10 years.

Who are the doctors and where are they based?

Our doctors are based across Ireland and work remotely. They are all registered with the Irish Medical Council.

Treatment and advice from our doctors is provided entirely at their clinical discretion and decisions are made in the best interest of the patient.

Can I get my medicines through the post?

For eligible prescriptions, you can choose either Delivery by Healthwave or Pharmacy Collect.

If you choose Delivery by Healthwave, your prescription will be sent to Healthwave for dispensing and arranged delivery. Healthwave will contact you about payment before dispatch.

If you choose Pharmacy Collect, your prescription will be sent to your pharmacy for collection.

Can I place an order for my child or on behalf of another adult?

We cannot accept orders placed on someone else's behalf. We also do not prescribe treatment for anyone under the age of 18.

How soon can I get my prescription?

Is my prescription ready for collection?

Once your order has been approved, the electronic prescription is sent straight to the pharmacy to be processed. We recommend you call your chosen pharmacy to make sure your treatment or product is in stock, and to arrange collection.

How long do I have to collect my prescription from my nominated pharmacy?

Our prescriptions are valid for 6 months from the date of issuing. It is the patient’s responsibility to arrange collection of the prescription within 6 months, or notify us that the prescription is no longer required.

If after 6 months the prescription has not been collected and/or we have not been notified that the patient no longer requires the order, the prescription will expire and a new order will need to be placed. You will not be entitled to a refund. Read our terms and conditions for more information.  

Why doesn't the pharmacy have my medication?

Pharmacies can usually get hold of stock within 24 hours and often within a few hours, however some treatments or products may be harder to get hold of – particularly if they are in short supply across the country.

The pharmacy is unable to locate my prescription. What should I do?

How do I know if my order has been received?

Once one of our clinicians has responded to your order, you will receive an email notification and a message regarding your order in your Account.

Do I have to fill out a questionnaire every time I re-order?

Yes, to ensure that the treatment is still safe for you to take. However, if you order through your Account, the process is much quicker.

If you have previously been approved for certain treatments, they should remain unhidden (i.e. pre-approved by the doctor) in your Account. You can re-order them quickly and easily by logging in to your Account, selecting one from the list of Suggested Treatments and filling out a shorter version of the standard questionnaire.

How do I pay for treatment?

All payments must be placed online via our website. We cannot place your order over the phone.

We accept payments using Visa, Mastercard, and American Express cards, or you can choose to pay with PayPal.

What will my bank statement say?

Any purchase made on our site will show as Lloyds Online on your bank statement.

Can I cancel my order once I've paid for it?

No, your order can't be cancelled and you will not be entitled to a refund. Read our terms and conditions for more information.

Why have I been refused treatment and what happens next?

Our doctors sometimes find it’s not medically appropriate to prescribe you treatment. If this happens the doctor will send you an explanatory message in your Account. We’ll also issue a refund to your card. This can take up to five working days to appear in your bank account.

I have forgotten my username/password. How do I get access to my Patient Record?

Please click on “Log in to Patient Record” and then select “I’ve forgotten my username” or “I’ve forgotten my password”. At this point, you can enter your email address or telephone number, and we will contact you to help you regain access to your account.

How do I change my personal details?

You can easily change your personal details by going to your Account, clicking on “Patient summary” and then “Change your personal and log in details”.

Can I close my account?

By law we are required to keep a copy of your consultation notes. However, your account can be fully deactivated and will be kept only as a medico-legal record of the consultations that have occurred.

Please send us a message requesting for your account to be deactivated through your Account.

I have a media enquiry

We’re always open to meeting journalists or media representatives. If you’d like to find out more about us, please email [email protected].