Q: Why we ask for ID / photos / weight information?
As an online pharmacy, we must ensure treatment is both safe and supplied to the correct patient.
We ask for this information to:
- Verify your identity and prevent misuse
- Ensure medicines are prescribed to the correct individual
- Assess your suitability for treatment (including weight-related treatments)
- Confirm information provided in your consultation
- Meet regulatory and safety requirements
In some cases, we may request live photos or additional information to ensure accuracy before prescribing.
Q: How repeat requests are clinically re-checked?
Every order is reviewed by a prescriber — including repeat requests.
When you reorder, we:
- Review your previous consultation and treatment history
- Check for changes in your medical condition or medications
- Assess whether the treatment is still appropriate
- Monitor frequency of orders and usage patterns
If there are any concerns, we may request further information.
Q: Can I re-order medication?
The short answer is yes. When you first complete an online consultation with us you will be asked to create an account. When you want to re-order an item or would like a different medication, select the medication you want to reorder by logging into your account and going to your past orders. You will be asked to fill out a questionnaire for the new prescription to verify your suitability.
Q: How to report side effects or problems after delivery?
If you experience any side effects or issues with your medication, please contact us as soon as possible.
You can:
- Email our support team on [email protected]
- Contact us via chat in your portal.
- Speak to a pharmacist or prescriber where needed
For urgent concerns, you should seek immediate medical advice from your GP or call NHS 111.
We also encourage patients to report side effects through the MHRA Yellow Card Scheme.
Q: Why do I need to complete a consultation?
Consultations ensure that the drug is appropriate and safe for you. Qualified healthcare professionals will review the consultation and make their recommendation based on your responses.
Q: What if additional information is required by the clinician?
You will be contacted by email or through your account if more information is needed. To prevent delays, kindly reply as soon as possible.
Q: Will my treatment be communicated to my general practitioner?
If our clinician prescribes medication, we will issue you a letter (provided you have supplied your GP details). This will be sent to you by email and stored in your online portal. Please share this letter with your GP.
Q: Why do you ask for proof of identity?
As a regulated online pharmacy, we are legally required to verify the identity of every patient before dispensing prescription medicines. This is not simply a formality – it is a fundamental patient safety measure.
Identity verification allows us to:
- Confirm you are who you say you are, preventing someone else from ordering medication in your name.
- Ensure you are aged 18 or over, as many weight management treatments are licensed for adults only.
- Cross-reference your identity against your medical history and any previous consultations, so our prescribers have a complete and accurate picture of your health.
- Comply with the General Pharmaceutical Council (GPhC) standards for online dispensing services.
Your identity documents are encrypted and stored securely. They are used only for verification purposes and are never shared with third parties for marketing.
Q: What forms of ID are accepted?
We accept any one of the following documents:
- Valid UK passport or international passport
- UK driving licence (full or provisional, photo card only)
- National identity card (EU/EEA issued)
- A utility or council tax bill within the last 3 months
- A bank statement from within the last 3 months
Please ensure your document is current (not expired), clearly legible, and that the photo is a true likeness. Expired documents cannot be accepted even if you have held the same one for many years.
Q: How is my ID information kept safe?
All identity documents are processed through an encrypted verification system compliant with UK GDPR. Uploaded images are reviewed by trained staff for identity confirmation only and are then securely archived in line with NHS data retention guidance. You have the right to request deletion of your data at any time – contact our privacy team to do so.
Q: Why do I need to submit a photo of myself?
Weight management treatments – including GLP-1 receptor agonist injections and other prescription medicines – can carry significant risks if prescribed to patients who do not meet clinical eligibility criteria. A photograph provides our prescribing clinicians with an additional layer of information to assess suitability and confirm identity.
Specifically, the photo helps our clinicians to:
- Visually assess whether a patient’s general body habitus is consistent with the weight and BMI they have reported.
- Identify any visible signs that might indicate contraindications (for example, signs of eating disorders or severe malnutrition) that a patient may not have disclosed.
- Verify that the person in the photo matches the identity document submitted, reducing the risk of impersonation.
Prescribing weight management medication to someone who does not genuinely need it can cause serious harm. This step is not about judgement – it is about your safety.
Q: What kind of photo is required, and how is it used?
We ask for a recent, clear photograph showing your head, shoulders, and (where possible) your torso – similar to a passport photo but taken in normal clothing. It does not need to be professionally taken; a recent smartphone photograph in good lighting is perfectly acceptable.
Your photo is:
- Viewed only by our registered prescribing clinicians and trained pharmacy staff as part of your consultation.
- Never used for marketing, social media, or shared with any third party.
- Stored in an encrypted patient record in accordance with UK GDPR and the Data Protection Act 2018.
- Retained only for as long as is required by clinical and legal obligations.
Q: Can I still order if I prefer not to submit a photo?
Unfortunately, a photograph is a mandatory clinical requirement for all weight management prescription orders. Without it, our prescribers cannot complete a safe clinical assessment and we are unable to issue a prescription. This requirement aligns with guidance from the Medicines and Healthcare products Regulatory Agency (MHRA) and the GPhC.
If you have concerns about privacy or a specific reason you are unable to submit a photo, please contact our clinical team to discuss your situation. We will always try to find a safe and appropriate solution.
Q: Why do you need my weight and height?
Weight management treatments are licensed for use only within specific clinical parameters. In the UK, most prescription weight loss medications are indicated for adults with a Body Mass Index (BMI) of 30 or above, or a BMI of 27 or above if one or more weight-related conditions (such as type 2 diabetes or hypertension) are also present.
Your height and weight allow our clinicians to:
- Calculate your BMI accurately, confirming clinical eligibility for the requested treatment.
- Determine the appropriate starting dose, as some medicines are weight-dependent.
- Establish a baseline against which your progress can be monitored safely over time.
- Identify any risk factors – for example, a very low BMI can be a contraindication for certain treatments.
Q: Do I need to have my measurements verified by a GP?
For your initial order, we accept self-reported weight and height provided in good faith. However, we strongly encourage you to use accurate measurements – weigh yourself in the morning without clothing, and measure your height without shoes.
Please be honest. Providing incorrect measurements to obtain prescription medication is a serious matter: it puts your health at risk and may constitute fraudulent misrepresentation. Our clinicians are trained to identify inconsistencies between self-reported data and other information provided (including your photograph), and we reserve the right to decline or cancel an order where we have reasonable doubt.
For repeat orders, you will be asked to provide updated weight measurements so your clinician can monitor your progress and adjust your treatment accordingly.
Q: What if I don’t meet the BMI threshold?
If your BMI falls below the licensed threshold for the treatment you have requested, our prescribers will be unable to issue a prescription – not because we are unhelpful, but because prescribing outside of licensed indications would be unsafe and potentially unlawful.
In these cases, our clinical team may be able to suggest alternative approaches and will signpost you to appropriate resources, including NHS weight management services or a conversation with your own GP.
Q: How are repeat requests clinically reviewed?
Every repeat order for a weight management prescription is subject to a fresh clinical assessment – not just an automatic renewal. This is a core patient safety principle and a regulatory requirement for online prescribing services.
When you request a repeat, our prescribers review:
- Updated weight
- Side effect history
- Health changes
- Continued appropriateness
Repeat prescriptions are typically reviewed every 28 days, in line with standard supply intervals for weight management treatments.
Q: Can my repeat prescription be declined?
Yes. Our prescribers may decline to reissue a prescription if, on clinical review, they determine that:
- You have reported new symptoms or side effects that require further investigation before treatment can safely continue.
- Your weight has changed to a degree that alters clinical suitability.
- You have reported a new medical condition or medication that is contraindicated with your current treatment.
- There are unanswered questions on your review questionnaire that require clarification.
If a repeat is declined, you will be notified with a clear explanation and advised on your next steps.
Q: Will I ever be asked to speak with a clinician directly?
Yes, in some circumstances. If our prescribers have clinical concerns based on your questionnaire responses, or if your case falls outside standard parameters, they may request a telephone or video consultation before proceeding.
In all cases, you also have the right to request a consultation with one of our prescribers if you have questions about your treatment at any point in your journey.
Q: How do I report a side effect or problem after receiving my order?
If you experience a side effect or problem after receiving your medication, please do not ignore it.
You can report it:
- Via your patient account
- Via email to [email protected]
If you are experiencing a severe or life-threatening reaction, call 999 or go to your nearest A&E immediately.
Q: What are the common side effects I should know about?
Common side effects vary depending on the specific treatment prescribed. For GLP-1 receptor agonists (such as semaglutide or liraglutide), frequently reported side effects include:
- Nausea, vomiting, or stomach discomfort
- Diarrhoea or constipation
- Headaches and fatigue
- Reduced appetite
These effects are often temporary and improve as your body adjusts to the medication. However, you should always report side effects that are severe, persistent, or causing you significant distress.
