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Frequently Asked Questions

General
Payments
Orders
Shipping and Delivery
Cancellation, Exchange, and Return
How do I create my user account?

General

How do I find the right treatment?

Use the search bar on our homepage to look up a specific treatment or condition, or browse our treatment categories to explore your options. Our UK-registered prescribers offer a range of clinically approved treatments for each condition and will recommend the most appropriate option for you following your consultation.

Can I use my medication to treat a different condition?

No. Each medication is prescribed for a specific condition and should only be used for that purpose. Our consultation questionnaires are tailored to each condition, and our UK-registered prescribers review your answers in that specific context. Using medication to treat a condition it hasn't been prescribed for can be unsafe, so we strongly recommend speaking to your GP if you have concerns about a different health issue.

Can I ask a medical question without placing an order?

Yes. If you have a question for one of our UK-registered prescribers, you can get in touch confidentially at any time through your DoktorABC account. Just log in and select 'Ask a prescriber' to start a conversation. You don't need to have an active order to use this feature.

Who carries out my consultation?

All consultations on the DoktorABC platform are carried out by UK-registered prescribers, qualified healthcare professionals registered with the General Pharmaceutical Council (GPhC). You can request the name and GPhC registration number of your prescriber at any time, allowing you to verify their qualifications independently through the GPhC's public register at pharmacyregulation.org.

How are your prescribers and pharmacies regulated?

All prescribers on the DoktorABC platform are registered with the General Pharmaceutical Council (GPhC), the independent regulatory body for pharmacy professionals in the UK. All partner pharmacies are likewise GPhC-registered and operate under the full supervision of UK regulatory authorities.

In addition to this external regulation, DoktorABC independently monitors all prescribers and pharmacies we work with, including their qualifications, professional standing and ongoing compliance, to ensure the highest standards of care for every patient.

Is my information kept confidential?

Absolutely. Your privacy is protected at every stage, from consultation to delivery. Only your UK-registered prescriber can access your medical questionnaire answers and any messages you exchange during your consultation. Your data is fully encrypted and never shared with third parties.

All orders are dispatched in plain, discreet packaging with no DoktorABC branding, so nobody but you will know what's inside.

Payments

Which payment methods does DoktorABC accept?

We accept the following payment methods:

Card payments: Visa (Credit, Debit and Electron), Mastercard (Credit and Debit) and Maestro
PayPal: for fast and secure checkout
Klarna: for flexible payment options

Are there any hidden fees for prescriptions or delivery?

None at all. DoktorABC offers transparent, all-inclusive pricing. The cost of your consultation and prescription is included in the price you see. Standard delivery charges are added at checkout.

What will appear on my bank or credit card statement?

Your statement will show "Sky Marketing Limited", the company behind DoktorABC. No reference to DoktorABC, your treatment or any medical information will appear on your statement, keeping your purchase completely private.

Can I claim the cost back through my private health insurance?

Prescriptions issued through DoktorABC are private prescriptions and are not available on the NHS. If you have private health insurance, whether you can claim back the cost will depend entirely on your individual policy and provider. We recommend checking directly with your insurer. DoktorABC is unable to advise on insurance reimbursement.

My payment has been declined. What should I do?

There are a few common reasons why a payment might be declined. We'd suggest checking the following:

Card details: Make sure your card number, expiry date and billing address are entered correctly
Available balance: Ensure your account has sufficient funds to cover the transaction
Card restrictions: Some banks block online or international transactions by default. If everything looks correct, it's worth contacting your bank directly to check

If you've checked all of the above and are still having trouble, please get in touch with our customer support team at support-uk@doktorabc.com and we'll be happy to help.

Orders

How do I request a treatment?

Getting started is straightforward, here's how it works:

Select your treatment: Choose the condition you'd like help with and click 'Start My Consultation'
Complete your consultation: Answer a short, confidential health questionnaire. Please answer as accurately as you can, as our UK-registered prescribers rely on this information to assess your request safely
Prescriber review: Your UK-registered prescriber will review your answers and, if appropriate, issue a prescription directly to our partner pharmacy
Stay informed: You'll receive email updates at every stage of your order, from approval through to delivery

Do I need to have a prescription before I place an order?

No. You don't need an existing prescription to use DoktorABC. Once you've completed your online consultation, your UK-registered prescriber will review your answers and, if your request is clinically appropriate, will issue a private prescription on your behalf. This is then sent directly to our partner pharmacy to fulfil your order.

Please note that a prescription is always required for prescription-only medications. Our service handles this as part of the process, so you don't need to obtain one separately.

Will I receive my medication or just a prescription?

You'll receive your medication directly. No need to take a prescription to a pharmacy. A copy of your private prescription will be included with your delivery for your records.

How long does it take to get a decision on my request?

Our UK-registered prescribers aim to review your answers as quickly as possible during working hours (8am – 5pm). Weekend requests are also reviewed, though response times may be longer.

You'll receive an email notification as soon as your questionnaire has been reviewed, so there's no need to check back manually.

Do I need to provide a phone number when placing an order?

No. A valid email address is all that's required. This allows our UK-registered prescribers and support team to keep you updated on your consultation and order at every stage.

Providing a phone number is optional but can be helpful for our delivery partners if there are any issues with your delivery.

Can I order more than one pack of the same medication at once?

Each order is limited to one pack per treatment at a time. This is to ensure your treatment is reviewed regularly and prescribed safely, repeat orders for the same treatment are only available after an appropriate interval, as determined by your UK-registered prescriber.

Many of our treatments are available in different pack sizes and for different treatment durations, so you can choose the option that best suits your needs.

Can I order medication on behalf of someone else?

We're unable to process orders on behalf of another person. Each patient must have their own DoktorABC account and complete their own consultation questionnaire. This ensures our UK-registered prescribers can assess each individual's health information accurately and prescribe safely.

If someone you know would like to use our service, the best thing to do is encourage them to create their own account. It only takes a few minutes and their consultation is completely confidential.

Is there a limit to how much medication I can order?

Yes. The amount and dosage of medication you can order is determined by your UK-registered prescriber based on your individual health information and consultation answers. This ensures your treatment is always clinically appropriate and safe for you.

Order quantities and pack sizes may also vary depending on the treatment. Your UK-registered prescriber will always recommend the most appropriate amount for your circumstances.

Can I place an order over the phone?

No. All orders must be completed online. This is for your safety and privacy. Your UK-registered prescriber can only assess your request after reviewing your completed consultation questionnaire, and only you can access your account and enter your personal health information.

Our customer support team are available to help with any questions about the process, but are unable to place or manage orders on your behalf.

Can I use an existing prescription with DoktorABC?

We're unable to accept prescriptions issued by other providers. All prescriptions must be issued by a DoktorABC UK-registered prescriber, based on your completed consultation questionnaire.

This ensures that every prescription is clinically appropriate for you at the time of ordering, even if you've been treated for the same condition before, a fresh consultation helps our prescribers confirm that your circumstances and health information are up to date.

Shipping & Delivery

Do I need to be home to receive my delivery?

No. Anyone at your delivery address can accept the order on your behalf. Please note that a signature will be required on delivery, so someone will need to be present.

What does my delivery packaging look like?

All orders are sent in plain, discreet packaging. Neither the label nor the outer packaging contains any information that could identify the contents, so your delivery looks just like any other parcel.

The sender address will show our UK partner pharmacy, rather than any DoktorABC branding.

Can my order be delivered to a post office?

Unfortunately not, because a signature is required on delivery, orders must be delivered directly to a residential or business address where someone will be present to sign for them.

If you're concerned about privacy or won't be home during the day, you can update your delivery address to a workplace or another address where someone will be available to receive your order.

How can I track my delivery?

As soon as your order is dispatched you'll receive an email containing your tracking number. You can use this to track your delivery directly through our delivery partner's tracking system.

You can also find your tracking number at any time by logging into your DoktorABC account and checking your order details.

How do I change my delivery address?

You can update your delivery address at any time by visiting 'My Account' in your DoktorABC profile. Any changes you make will apply to all future orders.

You can also change your delivery address during the order process, right up until your order has been accepted by our partner pharmacy. Once accepted, the address is locked and cannot be changed directly.

If you need to change the delivery address for a pending order, please contact our support team at support-uk@doktorabc.com. Make sure to include your order number so we can locate your order quickly.

Which delivery options do you offer?

Our partner pharmacies use Royal Mail for delivery to every part of the UK. You receive a tracking number which you can use to track your order on the Royal Mail website.

How long does it take for the order to be delivered?

Royal Mail typically delivers within 2-3 business days. On weekends and holidays, no orders are picked up or delivered.

Can my billing and delivery addresses be different?

Absolutely. Your billing and delivery addresses don't need to match. If you're not at home during the day, for example, you can have your order delivered to your workplace or another convenient address instead.

What should I do if my delivery hasn't arrived?

First, we'd recommend checking your tracking information. You'll find your tracking number in the confirmation email we sent when your order was dispatched, or in your order details under 'My Account'.

If your tracking shows the order has been delivered but you haven't received it, or if there's no tracking update after a reasonable time, please contact our support team at support-uk@doktorabc.com with your order number and we'll look into it straight away.

Cancellation & Returns

How do I cancel my order?

You can cancel your order free of charge at any time before it has been dispatched by our partner pharmacy. To cancel, please contact our support team as soon as possible at support-uk@doktorabc.com with your order number and we'll take care of it for you.

Please note that once your order has been dispatched by our partner pharmacy, we're unable to cancel or accept returns. This is a legal requirement under UK pharmacy regulations. If you have any concerns about a dispatched order, please get in touch with our support team and we'll do our best to help.

What happens if my consultation isn't approved. Will I get a refund?

In some cases, our UK-registered prescribers may be unable to approve a particular treatment, for example, if it isn't suitable for your current health conditions or could interact with other medications you're taking. This is always done with your safety and wellbeing in mind.

If this happens, your prescriber will wherever possible recommend a suitable alternative treatment. If no appropriate alternative is available, you will receive a full refund.

Can I return my medication?

Unfortunately, medication cannot be returned once it has been dispensed and dispatched by our partner pharmacy. This is a legal requirement under UK pharmacy regulations. Once medication has left the pharmacy, its storage conditions and integrity can no longer be verified, meaning it cannot be safely returned to stock or resupplied to another patient.

If you have any concerns about your medication or believe there has been an error with your order, please contact our support team at support-uk@doktorabc.com and we'll do our best to help.

My Account

How do I create a DoktorABC account?

Creating an account is quick and straightforward. All you need is a valid email address. You can register by clicking 'Sign Up' in the top right corner of our homepage, or you'll be prompted to create an account automatically during the consultation and ordering process.

How do I reorder a previous treatment?

To reorder a treatment, log into your DoktorABC account and go to 'My Orders'. Find the relevant order and select either 'Reorder same dosage' or 'Reorder different dosage' depending on your needs.

Please note that all reorders are subject to review by our UK-registered prescribers. Your request will be assessed in the same way as your original consultation to make sure your treatment remains appropriate for you.

Where can I find my delivery tracking number?

Your tracking number will be sent to you by email as soon as your order has been dispatched. You can also find it at any time by logging into your DoktorABC account and checking your order details under 'My Orders'.

Use your tracking number to follow your delivery's progress directly through our delivery partner's tracking system.

How do I contact a UK-registered prescriber?

You can get in touch with one of our UK-registered prescribers at any time through your DoktorABC account. Log in and select 'Ask a prescriber' to send a confidential message, only your prescriber will be able to view your conversation.

You can also leave a message for your prescriber at the end of the consultation and ordering process if you have any additional questions or information to add.

I've forgotten my password — what should I do?

On the login page, click 'Forgot your password?' and enter your email address. We'll send you an email with a link to reset your password straight away.

Where can I find the payment details for my orders?

Log into your DoktorABC account and go to 'My Orders'. Here you'll find a full history of your orders. Select 'Order details' on any order to view the payment method used for that transaction.

How do I change the payment method for my order?

Log into your DoktorABC account and go to 'My Orders'. Select the relevant order and click 'Change payment method' within the order details.

Please note that payment method changes can only be made before your order has been accepted by our partner pharmacy. If you're having difficulty changing your payment method, please contact our support team at support-uk@doktorabc.com.

How do I deactivate my DoktorABC account?

Log into your DoktorABC account and go to 'Personal data' under 'My Account'. From there you'll find the option to deactivate your account.

Please note that if you have any active or pending orders, we recommend waiting until these have been fulfilled before deactivating your account. If you have any questions or need help with deactivation, please contact our support team at support-uk@doktorabc.com.

If you can't find the answer in our FAQ section, you can contact our customer support team here, and we'll do our best to help.

Our Customer Service Team is available from Monday to Friday from 9:00 to 18:00