Frequently Asked Questions

We're an online healthcare provider, which means you can access all of our services directly through our website at mylondonpharmacy.co.uk. Convenient, right?
We offer a wide variety of treatments, so feel free to explore our site and find what suits you best! If you're unsure, you can also complete our questionnaire, and our clinicians will recommend the right options for you.
Once you place an order, our clinical team will review your medical questionnaire to approve or reject it. After approval, we’ll process and ship your items as quickly as possible.
If you have any questions or need assistance, you can reach out to our clinical or customer service teams by emailing [email protected].
Yes, it is mandatory to send a photo and a short video of yourself. This requirement ensures that our clinicians can accurately assess your medical records and verify your identity, which is essential for patient safety and compliance with healthcare regulations. The photo and video help confirm that you are the individual requesting treatment, allowing our healthcare professionals to conduct a proper visual assessment and detect any potential contraindications. Additionally, this process helps prevent fraudulent prescriptions and unauthorised use of medications. We take privacy and security seriously, and all submitted images and videos are stored securely and used solely for medical verification purposes. If you have any concerns, please contact our support team for assistance.
Our subscription service is designed to put you in the driver's seat. You can manage your subscription and orders via your account:
- Cancel your subscription: Contact us and we can cancel your subscription instantly.
- Amend your subscription: You can change your subscription frequency, delay your next order, or switch your treatment plan easily by contacting our team.
- Adjust delivery dates: Choose when you want your order to arrive. No more worrying about running out or having too much stock.
- Track your orders: You can access detailed information on all your plans and orders, including expected delivery dates and tracking details.
- View your subscriptions and orders: Log in to your account.
As per our Terms of Sale, cancelling an order can only be done up until the point at which the prescription is approved by the clinician. If you have prescription-only medication in your order and it has already been approved, we will not be able to cancel it or accept a return of the items.
We ensure the safe delivery of cold medications using Woolcool packaging, which is certified for temperature control. Our medications are shipped with ice packs and delivered via DHL cold chain delivery from our partner pharmacies to your door anywhere in the UK. We guarantee that all medications are kept at a temperature of 2-8°C throughout their journey from the dispensary to your hands.