Frequently asked questions

• Am I eligible for treatment with Mounjaro or Wegovy?

  Eligibility for weight loss medication is primarily determined by your Body Mass Index (BMI) and your overall health profile. MedExpress follows clinical guidelines to ensure that Mounjaro and Wegovy are prescribed safely and effectively.

  Use this guide to check if you meet the criteria for:

  • Standard BMI thresholds.

  • Eligibility based on weight-related health conditions.

  • Adjusted thresholds for specific ethnic backgrounds.

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  Standard eligibility criteria

  You may be eligible to start treatment with Wegovy or Mounjaro if you are an adult and meet one of the following criteria: Additionally, for medications like Wegovy, all new prescriptions must start with a 0.25 mg dose to ensure safe titration. Similarly, Mounjaro prescriptions will commence at 2.5 mg unless evidence of prior use at a higher dose is provided.

  • BMI of 30 or higher: This is the standard threshold for adults living with obesity.
  • BMI of 27 or higher with weight-related health issues: If your BMI is at least 27, you may be eligible if you also have health problems related to your weight, such as:
  • Prediabetes or Type 2 diabetes.
  • High blood pressure (hypertension).
  • Sleep apnoea.
  • High cholesterol.
  • Heart disease.
  • BMI between 25 and 30 (off-label use): In some cases it is possible to initiate GLP-1 medication at BMI's between 25 and 30. This is called off-label prescribing and may not be suitable for everyone. Our clinicians will assess each order to ensure all prescriptions are safe and appropriate. If your BMI does not meet the above thresholds, your order may not be fulfilled without supplemental evidence, including documentation verifying your BMI and prior prescriptions.

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  Adjusted BMI thresholds for ethnic backgrounds

  Research indicates that individuals from certain ethnic backgrounds may face higher health risks at lower BMI levels. Consequently, the BMI thresholds for Mounjaro and Wegovy are lowered by 2.5 for individuals from the following backgrounds:

  • Asian

  • Black African

  • African-Caribbean

  • Middle Eastern

  For example, if you are from one of these backgrounds, the threshold for eligibility without additional health problems would be a BMI of 27.5 instead of 30.

  Prescription Processing Policies

  Meeting eligibility criteria is just one aspect of obtaining a prescription for GLP-1 medications. Providers may also require:

  • Evidence of prior prescriptions, especially for dosages higher than the standard starting dose.
  • Documentation such as a government-issued ID or full-body photo for BMI and identity verification. Failure to provide this evidence may result in delays or adjustments to your prescription.

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  Additional Resources

  To calculate your BMI or learn more about starting your weight loss journey, visit our dedicated GLP-1 Hub.

   

  Need further support?

  If you still need help after reviewing the information above, additional assistance is available.

• Your privacy and data security at MedExpress

  At MedExpress, your confidentiality is our top priority. We have designed our clinical, billing, and delivery processes to ensure your experience remains private, secure, and discreet at every stage.

  Use this guide to understand:

  • How we protect your medical records and personal data.

  • How MedExpress transactions appear on your financial statements.

  • Your options for discreet packaging and flexible delivery.

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  1. Data security and medical confidentiality

  Your medical information and order history are treated as strictly confidential. We implement rigorous security measures to protect your data:

  • Restricted Clinical Access: Once you place an order, access to your medical data is restricted. Only UK-registered prescribers and the MedExpress pharmacy team can view your consultation details to ensure safe and appropriate care.

  • Encrypted Handling: All sensitive information is processed through encrypted systems to prevent unauthorized access.

  • No Data Selling: MedExpress does not sell your personal data. We only share information with essential third parties, such as delivery couriers, when strictly necessary to fulfill your order.

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  2. Discreet billing and financial privacy

  We understand that financial privacy is important. To maintain your discretion, we follow these billing standards for all credit and debit card transactions:

  • Statement Descriptor: Transactions will appear on your bank or credit card statement as MEXPRESS.

  • Limited Information: There is no mention of specific medication names, pharmacy details, or the nature of your consultation on your statement.

  • Consistency: This discreet label is used regardless of whether you choose home delivery or a collection point.

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  3. Professional and discreet delivery

  You have full control over how and where you receive your medication to ensure the process remains private:

  • Unbranded Packaging: All home delivery orders are sent in plain, unbranded packaging with no mention of MedExpress or the contents on the outside of the box.

  • Post Office™ Collection: If you prefer not to have a parcel sent to your home, you can select delivery to a local Post Office™ during the checkout process.

  • Flexible Tracking: You will receive tracking information to manage your delivery, ensuring you know exactly when your package will arrive.

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  Key Takeaway

  From the moment you start your consultation to the moment your package arrives, MedExpress ensures total discretion. Your bank statement will only show MEXPRESS, your data is encrypted and restricted to clinical staff, and your medication arrives in plain, unbranded packaging.

• What does MedExpress packaging look like?

  MedExpress ensures that all medication is delivered in completely plain and unbranded packaging to maintain patient privacy. There is no mention of MedExpress, the pharmacy name, or the contents of the order on the outside of the parcel.

  Use this information to understand:

  • How your MedExpress order will appear when it arrives.

  • The privacy measures taken for MedExpress deliveries.

  • Alternative delivery options for increased discretion.

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  Appearance of MedExpress packaging

  To ensure your privacy, all MedExpress orders are packaged to be as discreet as possible:

  • Exterior: Orders are sent in plain brown padded envelopes or plain cardboard boxes.

  • Branding: There are no logos, pharmacy names, or branding of any kind on the packaging.

  • Labels: The only visible marking on the parcel is your delivery address label.

  • Contents: There is no external indication of what is inside the MedExpress package.

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  Discreet delivery options

  If you prefer not to receive your MedExpress parcel at your home address, you can select an alternative delivery method during checkout:

  1. During the checkout process, navigate to the Delivery Options section.

  2. Select the option to deliver to a local Post Office™.

  3. Collect your MedExpress order from the Post Office™ at your convenience for added privacy.

  Please note : Delivery to a local Post Office™ is not possible with all medications/delivery options

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  Need further support?

  If you still need help after reviewing the information above, additional assistance is available.

• Do I need a prescription to order?

  Overview

  MedExpress provides prescription treatments through an online clinical assessment. This article explains how prescriptions work at MedExpress, when a prescription is required, and how the online consultation process leads to a private prescription if treatment is suitable.

  Use this article to understand the prescribing process before placing an order with MedExpress.

   

  Do I need an existing prescription?

  No. MedExpress does not require an NHS or private prescription from another provider in order to place an order.

  All prescriptions for MedExpress treatments are issued as part of the MedExpress clinical assessment process.

   

  How does the MedExpress prescribing process work?

  When you place an order with MedExpress, the prescription is handled through an online consultation and clinical review.

  The process works as follows:

  1. Complete the online consultation for your chosen MedExpress treatment

  2. Pay for the medication, including any applicable delivery charges

  3. A UK-registered prescriber reviews your consultation

  4. If approved, a new private prescription is issued and your medication is dispatched

  5. If treatment is not suitable, you are informed and a full refund is issued

   

  Who issues the prescription?

  All prescriptions are issued by UK-registered prescribers working within the MedExpress clinical framework.

  A prescription is only issued if the prescriber determines that the treatment is safe and appropriate based on the information provided in the online consultation.

   

  Is the consultation free?

  Yes. The MedExpress online consultation is free.

  You only pay for treatment if:

  • You are assessed as eligible, and

  • You choose to proceed with the prescribed treatment

  If treatment is not suitable, no medication is supplied and payment is refunded.

   

  Key takeaway

  You do not need an existing prescription to order with MedExpress. A new private prescription is issued by a UK-registered prescriber following a free online consultation, if the treatment is clinically appropriate.

  If you still need help after reviewing the information above, additional assistance is available.

• Will MedExpress inform my GP about my treatment?

  Whether MedExpress informs your General Practitioner (GP) depends on the specific medication you are requesting. This policy is in place to ensure patient safety and to maintain high standards of clinical care.

  Use this guide to understand:

  • Which treatments require mandatory GP notification.

  • When informing your GP is optional.

  • What happens if you decline to share information with your GP for certain medications.

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  Mandatory GP Notification

  For certain medications, MedExpress requires your consent to inform your GP as a condition of service. This ensures safe prescribing and allows your GP to maintain an accurate medical record for your ongoing care.

  You must consent to inform your GP for the following MedExpress treatments:

  • Weight Management medications: This includes GLP-1 receptor agonists (such as Wegovy or Mounjaro).

  • Orlistat: Also used for weight management.

  Important: If you do not provide consent for MedExpress to contact your GP regarding these specific weight management treatments, we will be unable to complete your clinical consultation or supply the medication.

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  Optional GP Notification

  For the majority of other treatments offered by MedExpress, informing your GP is entirely optional.

  • Your Choice: You will be asked during your online consultation whether you would like MedExpress to send a notification to your GP.

  • No Impact on Approval: For these elective categories, choosing not to inform your GP will not affect the prescriber's decision or your ability to receive treatment.

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  Why MedExpress shares information with your GP

  Sharing information with your GP helps prevent contraindications (drug interactions) and ensures that all healthcare providers involved in your care have a complete picture of your health. When consent is provided, MedExpress typically sends a summary of the consultation and the prescribed medication to your registered GP surgery.

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  Need further support?

  If you still need help after reviewing the information above, additional assistance is available.

   

• Understanding the MedExpress Return and Refund Policy

  The MedExpress return and refund policy explains when medication can be returned, when refunds are available, and the procedures for orders that are cancelled or arrive faulty.

  Use this guide to understand:

  • Whether MedExpress medication can be returned.

  • What to do if medication is faulty, damaged, or incorrect.

  • When an order can be cancelled and refunded.

  • How refunds are issued.

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  Can medication be returned to MedExpress?

  No. MedExpress cannot accept returns of medication once the medication has been prescribed and dispensed. Returns are not permitted because:

  • Dispensed medication cannot legally be reused or resold once it leaves the pharmacy.

  • MedExpress must follow strict UK safety and regulatory requirements to protect patients.

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  What if medication is faulty, damaged, or incorrect?

  If MedExpress medication arrives damaged, appears faulty, or was dispensed incorrectly, the pharmacy team can investigate the issue.

  As part of the initial assessment, you may be asked to provide clear photo or video evidence of the issue. This helps us review the concern promptly and determine the next steps.

  Important safety instruction: Do not dispose of the medication before the investigation, as the pharmacy team may require the medication to be returned for review.

  If a return is required:

  • MedExpress provides return instructions and a freepost return label.

  • The returned medication is reviewed and recorded by the pharmacy team to ensure safe handling and investigation.

  • For unwanted medication not related to a fault, safe disposal should be completed at a local pharmacy.

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  Can an order be cancelled and refunded?

  Yes. A MedExpress order can be cancelled and refunded at any time before the medication has been prescribed by the clinical team.

  Refund Timing

  • Most MedExpress refunds are processed within 3–5 working days.

  • Refunds may take up to 10 working days to appear in a bank account, depending on the payment provider.

  After a Prescription is Issued

  Once a MedExpress prescription has been issued, the following rules apply:

  • The order cannot be cancelled.

  • The medication cannot be returned.

  • A refund cannot be provided, even if the order has not yet been dispatched.

  • This applies because prescribed medication is legally considered dispensed under UK medicines regulations.

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  What if the wrong dose was ordered?

  • If the prescription has not yet been issued: The order may be cancelled, and a new order can be placed with the correct dose.

  • If the prescription has already been issued: The medication cannot be changed, returned, or refunded, as UK prescribing regulations apply once medication is dispensed.

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  How is a MedExpress refund issued?

  If a MedExpress refund is approved, it can be issued in two ways:

  • Original Payment Method: Returned to the card used for the purchase.

  • MedExpress Account Credit: This credit can be used for future purchases and does not expire.

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  Key Takeaway

  Dispensed MedExpress medication cannot be returned or refunded due to UK safety regulations. Orders can only be cancelled and refunded before prescription approval. Faulty or damaged items can be investigated but may require return to the pharmacy team for review.

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  Need further support?

  If you still need help after reviewing the information above, additional assistance is available.

• How can I be sure MedExpress is a legal UK pharmacy?

  MedExpress is a fully legal and regulated UK online pharmacy, operating under multiple layers of UK regulatory oversight to ensure high clinical, safety, and quality standards. It meets the same legal standards as a physical high street pharmacy and operates in line with UK medicines legislation.

  Use this guide to understand:

  • Which organisations oversee MedExpress’s pharmacy and prescribing services.

  • How MedExpress credentials can be independently verified.

  • How medications are safely supplied.

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  How MedExpress is regulated

  MedExpress operates under separate but connected regulatory frameworks for dispensing and prescribing to ensure patient safety:

  • The General Pharmaceutical Council (GPhC): MedExpress is registered with the GPhC as a UK pharmacy and is regulated for the safe dispensing and supply of prescription medications.

  • The Care Quality Commission (CQC): Prescribing services are provided by Central Medical Solutions Ltd (CMS) and Health Finder Pro, both of which are clinically led organisations regulated by the CQC.

     

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  Additional certifications and industry oversight

  In addition to government regulators, MedExpress meets recognised independent standards for online healthcare:

  • LegitScript Certification: Confirms MedExpress meets international standards for safe and legitimate online pharmacies.

  • DiCE Network Membership: Confirms MedExpress follows best practices in digital clinical care and online prescribing.

     

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  How to verify MedExpress credentials

  You can independently verify MedExpress’s credentials using these official public registers:

  • GPhC Register: MedExpress appears on the General Pharmaceutical Council online pharmacy register.

  • CQC Register: MedExpress prescribing partners appear on the Care Quality Commission provider register.

  • LegitScript Directory: MedExpress is listed as a verified healthcare provider.

  • DiCE Network Directory: MedExpress is listed as a member of the DiCE Network.

     

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  How MedExpress medications are supplied

  All medications provided by MedExpress are:

  • Dispensed from a licensed UK pharmacy.

  • Issued following a clinical assessment.

  • Approved and supplied by qualified healthcare professionals.

  • Handled in accordance with UK medicines regulations.

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  Key Takeaway

  MedExpress is fully legal, regulated, and independently verifiable in the UK. Pharmacy dispensing, prescribing, and medication supply are all overseen by recognised UK regulators and independent certification bodies.