We understand you might have questions, so we have added information on the most common queries below.
General
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What is HEBA Online Pharmacy?
HEBA Online Pharmacy is a UK-registered online pharmacy regulated by the General Pharmaceutical Council (GPhC). We provide safe, convenient access to prescription treatments and over-the-counter healthcare products, with clinical oversight from qualified pharmacist independent prescribers. You can verify our GPhC registration on the GPhC website.
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Is HEBA Online Pharmacy safe and legitimate?
Yes. We are fully regulated by the GPhC and comply with all UK legal requirements for the online sale and supply of medicines. All clinical decisions are made by GPhC-registered pharmacists and NHS-trained independent prescribers — not automated systems. You will always see the GPhC registered pharmacy logo on our website.
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How does HEBA Online Pharmacy work?
Simply complete a confidential online consultation for your chosen treatment. Your responses are reviewed by one of our qualified prescribers. If the treatment is clinically appropriate for you, it is dispensed from our registered pharmacy and dispatched directly to your door in discreet packaging.
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Who can use HEBA Online Pharmacy?
Our services are available to adults aged 18 and over who are resident in the United Kingdom. Some treatments have additional eligibility criteria which our prescribers will assess during your consultation. HEBA is not a substitute for emergency medical care — please call 999 or attend A&E in an emergency.
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Is my personal information kept confidential?
Absolutely. We take data privacy very seriously and comply fully with UK GDPR. Your medical and personal information is handled with the strictest confidentiality and is never shared with third parties without your consent, except where required by law or for direct patient care.
Delivery
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How long will my order take to arrive?
We aim to dispatch all approved orders the same day or the next working day. Standard delivery typically takes 2–3 working days. Express next-day delivery options are available at checkout, subject to order cut-off times. Please allow additional time during busy periods or UK bank holidays.
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Will my order arrive in discreet packaging?
Yes. All orders are dispatched in plain, unmarked packaging with no indication of the contents or the pharmacy's name on the outside. Only your delivery address and a return address appear on the parcel. Your privacy is always protected.
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Do you deliver to all areas of the UK?
We deliver to all mainland UK addresses including Scotland and Wales. Delivery to some remote areas, Scottish Highlands, and islands may take slightly longer. We currently do not deliver outside of the United Kingdom.
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What happens if I miss my delivery?
If you are not home when your delivery is attempted, our courier will leave a card with instructions on how to rearrange delivery or collect your parcel from a local depot. You can also update your delivery preferences directly through the courier's tracking link provided in your dispatch email.
Medicines
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Are the medicines you supply genuine and licensed?
Yes. We only supply medicines that are licensed by the MHRA (Medicines and Healthcare products Regulatory Agency) for use in the UK. All products are sourced from approved pharmaceutical wholesalers and manufacturers. We never supply counterfeit or unlicensed medicines.
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Can I order any medicine I want?
No. Patient safety is our priority. Prescription-only medicines are only supplied following a clinical consultation and prescriber approval. Our prescribers may decline to issue a prescription if the treatment is not clinically appropriate for you. We do not supply controlled drugs.
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How should I store my medicines?
Storage instructions vary by product and will be included in the patient information leaflet inside your parcel. As a general rule, most medicines should be stored in a cool, dry place away from direct sunlight, heat, and moisture, and kept out of reach of children. Always follow the specific instructions on your packaging.
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What if I experience side effects from my medication?
If you experience any unexpected or concerning side effects, stop taking the medicine and seek medical advice promptly. You can contact our pharmacy team for guidance. Serious or life-threatening reactions require immediate emergency care — call 999. You can also report side effects to the MHRA via the Yellow Card scheme at yellowcard.mhra.gov.uk.
Prescriptions
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Do I need an existing prescription to order?
No. For most treatments, you do not need a pre-existing prescription. Our qualified independent prescribers can assess your suitability and issue a prescription as part of your online consultation — all within the same process.
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Are your prescriptions valid for use elsewhere?
Prescriptions issued by our prescribers are typically dispensed within our registered pharmacy, this is included as part of the service we provide so you would not be able to use our prescription elsewhere. If you would like a paper copy of your prescription and your item dispensed elsewhere, this can be assessed on a case by case basis. Please contact our team and we can advise on the options available.
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What if my prescription is declined?
If our prescriber determines that a treatment is not appropriate for you based on your consultation, you will be notified and given a full refund. We may recommend that you speak to your GP or another healthcare professional. The safety of our patients always comes first, and a declined prescription reflects careful clinical judgement.
