Reach Online Pharmacy

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Frequently Asked Questions

Safety & Clinical Guidance

How can I be sure the medicine is genuine?

All medicines we supply are UK licensed and sourced from MHRA-regulated and trusted UK wholesalers, the same suppliers used by high street pharmacies. Each medication is supplied with batch numbers and expiry dates for traceability. This ensures the authenticity and safety of the medicines we provide.

Occasionally, the pack you receive may look different to the image on our website. This is simply because many licensed manufacturers produce the same medicine, and we can’t guarantee which version will be in stock at the time. Rest assured, whichever pack you receive, it will always be a genuine UK product.

Yes, our online service operates in compliance with UK laws and regulations. We are fully regulated by the General Pharmaceutical Council (GPhC), under the same framework that governs your local GP practice and high-street pharmacy, and run from within an established community pharmacy group. We are committed to providing safe and legal access to medications through our online platform, whilst operating to the highest professional standards. We hold full professional insurance through Numark to give you complete peace of mind.

Yes. Every prescription is issued by a UK-registered prescriber and dispensed by pharmacists who are all registered with the General Pharmaceutical Council (GPhC). All treatments are prescribed in line with National Institute for Health and Care Excellence (NICE) recommendations and other recognised UK best-practice guidelines.

Contact our clinical team immediately. We provide guidance on next steps and can refer you to your GP or NHS services if needed.

If you experience a medical emergency or life-threatening symptoms, do not wait for an online consultation. Contact your local emergency services immediately by calling 999 or go to the nearest A&E department. Our online pharmacy and clinicians cannot provide urgent emergency care.

All prescriptions are issued by UK-registered prescribers who hold current registration with their professional body (such as the General Pharmaceutical Council). Medicines are then dispensed from our GPhC-registered community pharmacy, part of the established Reach Pharmacy Group.

Ordering & Consultations

How do I place an order?

Ordering with us is simple:

  1. Select the treatment you’re interested in, and complete a short online consultation, so our clinicians can check it’s safe and appropriate for you.
  2. If approved, your prescription will be issued and your treatment will be dispensed from our UK registered pharmacy.
  3. Your medication is delivered discreetly to your door.

For weight loss treatments, we follow best-practice guidelines to ensure your safety. This includes:

  • Photo evidence – you’ll be asked to upload a clear, full-body photo so our clinical team can assess your body composition against your BMI and medical history.
  • Video consultation (first supply only) – on your first order, a short video call with one of our prescribers is required. They’ll confirm your identity, ask few quick health questions, and visually verify your body composition.
  • Subsequent orders – after your first consultation, you’ll only need to provide updated photos, unless you or our clinicians feel a further video call is necessary.
  • Weight confirmation – you’ll be asked to step on to your home scales during the video call to confirm your current weight.

This process ensures we are clinically thorough while keeping things as convenient as possible for you. All video calls and photos are confidential and only viewed by the prescribing clinician.

Yes. Once you’ve had your first consultation approved, re-ordering is easy. For some treatments, you may need to provide updated information or photos to confirm your suitability.

Yes, every order requires an online consultation to ensure the treatment is appropriate for you. For weight loss treatments, the first order also requires a video consultation; subsequent orders may only require photos.

Yes – your account helps us securely manage your consultations, prescriptions, and orders, and keeps your treatment history in one place.

Most treatment requests are reviewed and approved within one working day. You’ll be notified by email when your order is approved or if more information is needed.

Yes – once you’ve placed your order you’ll immediately receive an email confirming we’ve received it. We’ll then email you again as soon as one of our prescribers has reviewed your consultation and your order has been approved or if we need any extra information.

We do our best to maintain full stock of all treatments listed on our website, and stock levels are updated regularly. However, national shortages can sometimes affect availability. If an item is temporarily unavailable, we’ll contact you straight away to offer either a full refund or the option to keep your order on hold until the product comes back into stock.

Payments & Refunds

Why do you take pre-authorisation payments for weight loss treatments?

We do this because it protects you and keeps things friction-free:

  • Only pay if approved: we review your consultation first; we don’t take payment until a clinician confirms the treatment is right for you.
  • No refund hassle: It’s a temporary hold, not a charge. If you’re not approved, we void the hold – there’s no refund to wait for; your bank simply releases it.
  • Easy amendments, no double payments: If your plan changes (e.g. dose/pen strength), we only capture the final approved amount. You won’t be charged twice.
  • Faster turnaround: Once approved, we capture and dispatch – no back-and-forth with refunds or re-payments.
  • Added security: Pre-authorised payments prevent misuse and support safe supply for higher-risk medicines.

How it works:

1. You place your order -> 2. We place a temporary hold -> 3. Clinician reviews your consultation (and photo/video where needed) -> 4. If approved, we take payment and ship; if not, we void the hold.

What you’ll see on your statement: a pending amount (not a charge). If we don’t proceed, your bank releases it automatically (release timings vary by bank).

Note: Pre-authorisation currently applies to weight loss treatments only; other treatments are usually charged at checkout.

This depends on the treatment you’re requesting:

  • Weight loss treatments: We only place a temporary hold on your card at checkout (a pre-authorisation). No money is taken until your consultation is approved by one of our clinicians. If your request isn’t approved, the hold is cancelled and your bank will release the funds (usually within 1-3 working days).
  • All other treatments: Payment is taken at checkout. If your consultation isn’t approved, we’ll issue a full refund straight away. Refunds typically appear back in your account within 3-10 working days, depending on your bank.

This way, you never risk paying for a treatment you can’t receive – and you won’t need to chase us for refunds.

If our clinical team decides a treatment isn’t suitable for you, we’ll explain why, suggest next steps, and may offer safer alternatives when appropriate.

For weight loss treatments, Apple Pay and Google Pay aren’t available because we use a pre-authorisation payment system. You can pay securely with any major credit or debit card. For all other treatments, you can use Apple Pay, Google Pay, or any major card to pay instantly.

Yes. All payments are processed through our secure, PCI DSS–compliant payment gateway. Your card details are encrypted and never stored on our servers, so your information stays completely safe when you pay online.

Yes – you can cancel or make changes to your order as long as it hasn’t been approved by our prescribing clinician. Just contact our team, and they’ll handle the cancellation or amendment for you. If your order is cancelled before approval, you won’t be charged; any pre-authorised payment will be released, or you’ll receive a refund if payment has already been taken. 

No – consultation is included in the price of your treatment.

Yes, prices are as listed online. There are no hidden fees.

Identity Verification & Security

Do you need to check my ID?

Yes. For your safety and to comply with pharmacy regulations, we’re required to verify your ID before we can supply treatment. This is a quick process using OneID, which securely confirms your identity online in just a few clicks.

You can read more on how it works on our ID Check page.

Yes. Our website is fully secure, and all ID checks, consultations, and payments comply with UK data protection and pharmacy regulations. We use encrypted systems to store your personal and medical information securely. Only authorised prescribers and pharmacy staff can access your data.

Delivery & Returns

How quickly will my order arrive?

Orders approved before [time] are usually dispatched the same day. All medicines are sent in plain, discreet packaging.

• Royal Mail Tracked 48: estimated delivery within 2-3 working days.

• Royal Mail Tracked 24: estimated delivery within 1-2 working days.

• Royal Mail Special Delivery Guaranteed by 1pm: delivered the next working day if approved before [cut-off time]. Signature required. 

Temperature-sensitive medicines (such as weight loss injections) are always sent by Royal Mail Special Delivery Guaranteed by 1pm, and must be signed for in person. These items cannot be left unattended and must be handed directly to you (or someone you’ve authorised), to ensure they remain safe and effective.

All orders are fully tracked so you can follow their progress from dispatch to delivery.

At the moment we’re not able to offer a selectable delivery time slot. However, once your parcel is dispatched, the courier will email you with an estimated delivery window for the day it’s due to arrive.

If you’re not available, the courier will leave a card (or send you an email/text) with instructions so you can easily rearrange delivery or collect your parcel at a convenient time.

Once your order has been dispatched, the courier will provide you with your tracking details. You can use their link to follow your parcel all the way to your door.

If your order doesn’t arrive as expected, please contact our customer care team and we’ll check the status for you and help resolve any delivery issues.

Yes – all orders are shipped in plain, unbranded packaging with no indication of the contents or our pharmacy name on the outside. Only your delivery address and the Royal Mail label will be visible.

You can update your address before the order is dispatched by contacting our support team.

Currently, we only deliver within the UK.

After your medicine has been dispensed, we pack it in plain, discreet packaging and hand it to our delivery partner (Royal Mail) to ship it safely to you.

Due to UK law and safety regulations, we’re unable to accept returns on prescribed medicines. Any medicines sent back to us must be destroyed. If there’s a problem with your order, please contact us promptly and we’ll do everything we can to help resolve it. Learn more about our returns policy here.

Customer Support

How do I get in touch with you?

Our pharmacy team is available Monday–Friday, 9am–5pm for advice and support. If you have any questions about your consultation, order, or treatment, our team is ready to guide you every step of the way.

Please contact our support team – we’ll guide you through any website, account, or payment issues promptly.

Still have questions? Our team is here to help – get in touch anytime and we’ll guide you through everything you need to know.

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