General Frequently asked questions
Do I need a prescription to order medicine?
Yes. By law, prescription-only medicines require a valid prescription. Don’t worry if you don’t have one – our friendly in-house prescribers can review your online consultation form and, if it’s right for you, issue a prescription safely and securely.
Do I need an account to place an order?
Yes, you’ll need to create a free account. This keeps your order history, prescriptions, and medical details secure.
Why is it important to use a registered pharmacy?
Using unregulated online pharmacies can be dangerous—some sell counterfeit or unsafe medicines without proper checks. Always verify the GPhC registration and be cautious.
Do you offer discreet packaging?
Yes—we package your items in plain, secure packaging. No product names or pharmacy branding will be visible on the outside.
What if I don't live in the UK—can you deliver to me?
Currently, we only deliver within the UK.
Is your service limited to certain age groups?
Yes. You must be 18 or older to use our service.
How can I be sure the medication is genuine and safe?
We only source medicines from reputable, UK-licensed suppliers. All medicines come with batch numbers, expiry dates, and licence numbers so you can verify them if needed.
How do I dispose of unwanted or expired medication?
Please don’t throw medicines in the bin or flush them. Instead, take them to your local pharmacy or GP surgery for safe disposal.
What if I experience side effects or problems with my medicine?
Check the patient information leaflet for common side effects. If issues persist or you suspect something is wrong, contact us immediately so we can advise you or refer you to your GP as needed.
Can I talk to a pharmacist or doctor if I have questions?
Definitely! Our clinical team—including GPhC-registered pharmacists and qualified prescribers—is here to help. Reach out via phone, email, or chat if you have questions about your medication, side effects, or how to take it.
Can I cancel or change my order?
If your order hasn’t yet been approved by our prescriber, you can cancel it—just contact us and we’ll do that for you at no charge.
If your order has been prescribed but has not yet been dispensed, you may still cancel it, however a £10 administration fee will apply to cover the clinical review and processing costs.
Once approved or dispatched, prescription medicines cannot be canceled or returned due to legal and safety reasons.
How long will delivery take and how can I track it?
Most orders arrive within 2 working days. We’ll send you a tracking number when the parcel is dispatched, so you know exactly when to expect your delivery
How can I be confident my data and payment details are secure?
Your privacy matters. We use encrypted systems and adhere to data protection laws like GDPR. Payment details are processed via trusted, secure payment gateways—we never store your card info directly.
Are you a registered, regulated pharmacy?
Absolutely. We use pharmacies that are fully registered with the General Pharmaceutical Council (GPhC) and comply with UK regulations. All prescribers are also GPhC-registered and medicines are dispensed by qualified pharmacy teams.
How do I place an order?
Find the type of treatment you’re looking for and start a consultation. We’ll ask you some questions about your health and recommend the best treatments for you. Once you’ve selected your treatment a clinician will review your answers, and your order will be delivered quickly and discreetly to your home.
How long does it take for a refund?
From the moment of order refund it will take approximately 7 to 10 working days.
Delivery
How long does delivery take?
Most orders are delivered within 24–48 hours once approved. We also offer next-day delivery and, in some areas, same-day delivery. Delivery times may vary depending on your location.
Do you deliver nationwide?
Yes, we deliver to addresses across the UK. Unfortunately, we cannot currently ship medicines outside the UK.
Can I track my delivery?
Yes. Once your order has been dispatched, you’ll receive a tracking link so you can follow your package every step of the way.
Will my medicines be delivered discreetly?
Absolutely. All medicines are packed in plain, unbranded packaging with no mention of what’s inside.
Do I need to be at home to sign for my delivery?
For most prescription medicines, a signature is required on delivery to make sure your medicines are safely received. If you’re not home, your parcel may be taken to your local delivery office or you can rearrange delivery.
If a delivery is missed Royal Mail will usually leave a calling card or provide instructions to rearrange delivery or collect your parcel from your local delivery office. It is the customer's responsibility to rearrange delivery or collect the parcel from your local delivery office. It is the customer's responsibility to arrange delivery or collect the parcel. We cannot accept any responsibility for delays, failed deliveries or the condition of medication where a delivery has been missed or not collected promptly.
What happens if I miss my delivery?
Don’t worry. The courier will usually leave a delivery card or email notification with instructions to rearrange delivery or collect your parcel from a local depot.
If a delivery is missed Royal Mail will usually leave a calling card or provide instructions to rearrange delivery or collect your parcel from your local delivery office. It is the customer's responsibility to rearrange delivery or collect the parcel from your local delivery office. It is the customer's responsibility to arrange delivery or collect the parcel. We cannot accept any responsibility for delays, failed deliveries or the condition of medication where a delivery has been missed or not collected promptly.
If a parcel is returned to us because delivery was missed, refused, not collected or an incorrect address was provided then a £10 redelivery fee will apply to cover postage and handling. If the medication is no longer suitable for supply due to time out of our controlled distribution process or storage conditions, no refund or replacement will be provided.
How is my order kept safe during delivery?
Medicines are packed securely in tamper-proof packaging to protect them during transit. Some temperature-sensitive medicines may be delivered in insulated packaging.
Can I change my delivery address after placing an order?
If your order hasn’t been dispatched yet, yes—you can update your delivery address by contacting our customer care team. Once shipped, the address can’t be changed.
What happens if my parcel is lost, delayed or marked as delivered but I haven't received it?
If your parcel is believed to be lost in transit, or Royal Mail tracking shows it as delivered but you have not received it, you must notify shape8 as soon as possible, We will open an investigation with Royal Mail.
While the investigation is on going if you require your medication urgently, we can dispatch a replacement pen upon payment of a £50 refundable deposit. Once Royal Mail confirms that the original parcel has been lost or misdelivered, your £50 deposit will be refunded in full.
No replacement or refund will be provided where Royal Mail confirms that the parcel was:
- Delivered to the address provided when your order was placed.
- Delivered to a nominated safe place.
- Delivered to a nominated neighbour.
- Delivered in accordance with any delivery instructions you provided.
- Returned because an incorrect address was supplied.
- Returned because delivery was missed or the parcel was not collected from the Royal Mail Delivery office with the required timeframe.
What if my medication arrives damaged or faulty?
If your medication arrives damaged, faulty or you believe it has been compromised during transit, you must notify shape8 within 24 hours of delivery.
To investigate your claim, we may require clear photographs of the outer packaging, the Royal Mail label, the dispensing label, the medication, and the reported damage or fault. We may also require medication and packaging to be returned for inspection. Please do not dispose of any items until our investigation has been completed.
Where appropriate, the medication may need to be returned to the manufacture for further assessment. Any decision regarding a replacement or refund will only be made once the manufacturer has completed its investigation and provided its findings.
Replacements or refunds will only be issued where the claim has been verified. Damage to the outer packaging does not mean the medication has been compromised or is eligible for a replacement or refund. Claims submitted without the requested evidence, or where the medication has been disposed of before the investigation is completed, may be declined.
What are Wegovy and Mounjaro?
Wegovy (semaglutide) and Mounjaro (tirzepatide) are prescription-only medications that help support weight loss by controlling appetite and regulating blood sugar. Mounjaro also targets two hormones (GIP and GLP-1), which can lead to more effective results for some people.
Can I get these medications through SHAPE⁸?
Yes! You can order Wegovy® or Mounjaro® through SHAPE⁸ after completing our online health consultation form. A licensed UK prescriber will review your answers and, if appropriate, issue a prescription.
Who is eligible for these medications?
People with a BMI of 30 or higher.
People with a BMI of 27 or higher with health conditions such as type 2 diabetes or high blood pressure.
Your eligibility will be checked by our healthcare team during your online consultation.What side effects should I know about?
Common side effects include nausea, diarrhea, constipation, or mild stomach discomfort. Serious side effects are rare, but if you notice anything unusual, contact your GP or our SHAPE⁸ pharmacists immediately.
How does SHAPE⁸ deliver these medications?
We offer secure, fast delivery across the UK. Most orders arrive within 24–48 hours.#Medications are packed in plain, discreet packaging for privacy. Some medications require temperature-controlled packaging to ensure they remain safe and effective.
Do I need to be home for delivery?
Yes. Your medication will need to be signed for.
Prescriptions
How do I get a prescription through SHAPE⁸?
Complete our online health consultation form.
A licensed prescriber reviews your answers.
You can then order your medication directly through SHAPE⁸.
Can I get repeat prescriptions?
Yes. SHAPE⁸ can provide repeat prescriptions if approved by your prescriber. You’ll be prompted to complete a short consultation each time to ensure the medication is still safe and suitable for you.
What if my prescription is declined?
If a prescriber decides a medication isn’t suitable for you, SHAPE⁸ will:
Explain the reason clearly.
Suggest safe alternatives if appropriate.
Advise you to consult your GP if needed.
If your prescriber determines that you are not clinically suitable for treatment, you will receive a full refund.
However if the order is cancelled because you fail to provide the information, identification or medical evidence requested by our clinical team within the required timeframe, or you request cancellation after your prescription has been issued but before your medication has been dispensed then a £10 adminstration fee will apply to cover the clinical review and processing costs already incurred.
A £10 administration fee could also apply and Shape8 reserves the right to deduct a £10 administration fee, if you knowingly provide false, misleading or incomplete information, fail to disclose medical information, or place an order clearly not meeting our eligibility criteria.
Is my prescription safe and private?
Absolutely. SHAPE⁸ follows strict UK data protection regulations. Your prescription information is handled securely and confidentially, and only our licensed pharmacy team and prescribers have access.
How quickly can I get my prescription medication
Once a prescription is approved, your order can usually be dispatched within 24–48 hours. We provide secure delivery across the UK with discreet packaging.
