Frequently Asked Questions

Is this legal?

Yes, PrivateDoc Limited is a UK based provider of online doctor consultations registered with the Care Quality Commission under the Health and Social Care Act 2008, so you can be assured that the service you receive meets government standards at all times.

Prescription medication can legally be sent through the post in the UK (including Channel Islands and Isle Of Man).

Medication is dispensed via a UK Pharmacy following receipt of a valid prescription. Unfortunately it is not possible to ship to the United States of America due to FDA regulations and US customs.

How does the process work?

Our process consists of three steps. Consultation, Review, Dispensing.

Our doctors prescribe using the National Institute for Health and Care Excellence (NICE) best practice guidelines. More information can be found here

More information on our process is available here

How long does it take?

Completing your online consultation takes minutes. The questions are tailored to your condition. Once the consultation is complete and one of our GMC registered doctors approves your prescription the medication is despatched. Consultations approved before 1pm are normally despatched for next-day delivery the same day.

What if my consultation isn't approved?

If our doctors don't approve your consultation, for whatever reason, you will not be charged anything.

Will you ask for payment details during the consultation?

Payment information is only collected if you have selected a preferred medication. This enables automatically despatch of the treatment quickly following a consultation review resulting in a prescription.

How do I return an item?

If your prescription medicines appear to be damaged or if the delivery appears to be wrong or if you have any other customer service concerns then please contact customer service on 0333 358 0200. We will make every effort to replace any damaged products and/or deal with your query. Please note that we are unable to accept returns or cancellations of prescription products which you have decided you no longer wish to keep.


If you are dissatisfied with the service you received from PrivateDoc and would like to make a complaint, please write to us at the address below. We aim to investigate and respond to all complaints within 1 week in accordance with our internal complaints procedure.

PrivateDoc Limited
Unit 7
Wharfside House
Prentice Road
IP14 1RD

If you are unhappy with the response to your letter please contact the Care Quality Commission at: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA; switchboard 03000 616 161.