H.E. Clinic UK - Frequently Asked Questions
We have summarized the frequently asked questions here that we keep receiving from our visitors. If you cannot find what you were looking for, please do not hesitate to contact us.
About Our Service & H.E. Clinic
How do I obtain my treatment?
Once you have read the information about your condition such as erectile dysfunction or hair loss, you can go through our online consultation process which is a seriese of questions regarding your condition. You simply fill out a form that contains medical questions and after submission, it is reviewed by a UK doctor. We email you back if the doctor approves your order and debit your card. We then deliver your medication (that comes through a UK Pharmacy) through Royal Mail's next day delivery.
About Online Prescription
Do I need to be of certain age before ordering prescription medicine online?
You must be 18 years or more before you can order any prescription medicine online
Do I need a prescription before I can order from your web site?
We provide online prescription during the order process for you because according to the UK laws, it is illegal to offer prescription medication for sale without a prescription. When you order from our web site, we pass your details on to one of our on board Doctor who checks you medical history and issues necessary prescription enabling you to order from our web site.
Is the online consultation process free?
Yes. The medical consultation process and diagnosis is completely free and without obligation. You can leave online consultation any time and you will not be charged for that. If our Doctors are unable to approve your order, your card will not be debited.
What if my order after e-consultation is not approved by the Doctor?
If your order is not initially approved, we will contact you to obtain further information, discuss the answers to your medical questions, or notify you that you were rejected. If, in the end, your order is rejected, there will be no charge, and you will be notified about it.
Payment Related Questions
What is the cost of treatment and are there any hidden charges?
No, there are no hidden costs, the price for treatment will be shown to you during e-consultation (order) process. We do not charge for the consultation and you will not be charged for delivery if you are ordering from within the UK.
Which credit/debit cards do you accept?
We accept the following cards for the payment: Visa, Visa Electron, Maestro, Mastercard, Switch and American Express.
Can I pay with check or postal order?
We do not accept cheques however you can pay through postal order. Contact us for further details.
Delivery
Do you deliver medication to PO Box addresses?
No, Unfortunately you cannot receive your medication through a PO Box address because we send medication through Royal Mail's signed for service and you have to sign when you receive your medication.
What if the delivery address is different from the card holder's address (if I pay by card)?
We will verify all addresses with the card issuers prior to dispatching any orders. If there are any questions or discrepancies, the order may be delayed until all information is clarified.
Do I need to be at home when my medication arrives?
Yes, Royal Mail will need a signature on medication delivery as confirmation of receipt. If it is difficult for you to make sure that you are home when your medicine arrives, You can arrange for the item to be delivered to a work address for convenience.
What happens if Royal Mail tries to deliver and I am not home?
If Royal Mail has tried to deliver your medication and you were not home, Royal Mail will leave a calling card instructing you to collect from your local delivery office, or alternatively re-arranging for delivery at a convenient time for you.
What if my delivery contains incorrect or missing items?
If your delivery contains incorrect items or wrong amount of items, Please contact us for help.
Can I return prescription medication delivered to me?
No. We are prohibited by law to accept returns of prescription medicine, unless we have sent you incorrect items. Therefore it is important that you order the medicine that you actually need and that it is suitable for you. If you are not sure about the medicine, always speak to your own GP first before ordering anything online.
Will I have to pay any taxes on my delivery?
You do not have to pay any taxes if your receive your delivery within the UK. If the medication is to be delivered internationally, the taxes or duties depend on your country's laws and you will be responsible to pay them.
What is the delivery charge for international deliveries?
The delivery charge is £10.00 for all international deliveries.
How do you pack the items?
We respect your privacy and deliver your medication in a discrete and private packaging.
Privacy, Security & Data Protection
What is your privacy policy and is my personal data safe with you?
Our privacy policy is clearly stated on our web site and. We are committed to patient privacy and security. We keep all your personal and medical details confidential and do not share it with any third party. The information you supply to us is legally protected under doctor-patient privilege.
Why do you need my telephone number?
When you go through our online consultation process, all your details are passed on to our Doctors and we may contact you if the Doctor needs any further information or if their is some problem with your medical history. We may contact you if there is a problem with the card payment. We normally correspond by e-mail, as a first means of communication (especially if you are ordering from abroad), but we may need to use the telephone in certain cases. Your number will not be disclosed to any third parties.
Is online ordering secure?
Yes it is safe and secure as we use Sage Pay to process your order on a secure connection that can not be intercepted.
If you cannot find the your question in this faq
If your question is not listed here, please do not hesitate to contact us. You can contact us by email, phone or through our online contact us form.