Frequently Asked Questions

Medication

Are all medications genuine?

Yes, all the medications offered on this website are authorised within the EU and come from licensed pharmacies. You can verify the pharmacies at any time.

How can I be sure the medications are genuine?

The medication is delivered in its genuine package with the genuine patient information leaflet. Sometimes you will receive the medication in a foreign package. This is still the genuine product and there is nothing wrong with it. You can always verify the identity and authorisation number of our pharmacy. Furthermore, the medication packages contain a registration number, which you can check with the manufacturer.

About us

What is Medix24?

Medix24 specialises in providing genuine brand medication for a range of common lifestyle needs.

When was Medix24 established?

We have served over 40.000 satisfied customers since 2003.

Are you an online pharmacy

Medix24 is not an online pharmacy, but a platform for authorised doctors and pharmacies within the EU to provide patients online in their medication needs. This way you can order your medicaction online, without you having to leave your house.

How can I be sure Medix24 is a legitimate medical provider?

Ever since our establishment in 2003, Medix24 has only worked with licensed pharmacies and doctors. You can easily check the online registration of our partner pharmacies online by clicking on the PharmaCheck button on our home page. All doctors we have contracts with are registered with the GMC (General Medical Council) or equivalent in the EU / EEA.

Doctors

How does the doctor consultation work?

We request you fill out a questionnaire to provide information about your medical condition.
An independent doctor will then assess the information you have provided, which is why it is very important to fill out your answers comprehensively and truthfully. This doctor may contact you by e-mail, to clarify any uncertainties or to advise you in case you have made an inquiry. If the product you require is suitable for you, the doctor will issue a prescription in your name and submit it to a partner pharmacy. Before we can process your consultation request, you must agree to our Patient Responsibility Agreement.

Can I contact your doctors about my condition?

Yes, if you have any questions for our doctors, please send a request via our contact form.

Do I need a prescription from my GP?

No additional prescription from your GP is needed, as it is a prescription issued by remote diagnosis. Any data and information we require are included in questions in the order form.

Should I contact my GP?

We at Medix24 encourage patients with health problems to consult a doctor. If you have any questions or problems with regard to your health we ask you to contact your GP rather than to start your own treatment

Privacy

How do you guarantee my privacy?

Protecting your privacy is important to us. Please read our Privacy Policy for further information.

Is the order process discreet?

Medix24 pays careful attention to the protection of your personal data. All sensitive personal data that is exchanged between your computer and our website, is for instance encrypted using 128-bit (Secure Socket Layer) SSL. The order information is also protected by the doctor – patient relation.

Why do you need my telephone number?

The doctor and /or pharmacy may need additional information from you in order to offer advice on the correct and safe use of the medication or ensure proper product delivery. In such cases the doctor and/or the pharmacy might contact you directly.

Place order

How does the order process work?

When you select the medicine you require, you will be prompted to fill out an online medical questionnaire on a secure server. This will then be checked by an independent, licensed doctor. When he is certain that the desired drug is suitable for your health complaints, he will write a prescription, which is then forwarded to the pharmacy. Your medication is then sent from the registered, licensed pharmacy in a discreet, plain package with next day shipment.

Can I order by phone?

If you have ordered with us before, our customer service is at your disposal to take your order over the phone. You can reach us Monday to Friday from 9 am to 5 pm at +44 – 870 82 000 45.

What services are included with my order?

Medix24 aims to provide you with high quality service, the best product quality and maximum safety available.
All services are included in your order: the complete processing, the medical advice, secure payment and express delivery from the pharmacy to the address of your choice.

What happens if the doctor does not approve my request?

An independent doctor will evaluate whether the medication your have ordered is in fact suitable for you. Should he decide this is not the case, no prescription shall be issued for you. Your request will be rejected and there will be no charge. If you have already made payment, the amount will be refunded immediately.

Payment

Which payment methods do you accept?

You can pay by bank transfer. Please allow 1-4 business days for your money to be credited to the bank account. To speed this process up, you can forward a screenshot of your proof of payment to ‘customerservice@medix24.com’. Once we have the proof of payment in, we will directly process your order.

When will payment be?

When you pay through bank transfer, you pay in advance on our Raiffeisen bank account.

Are there any hidden costs?

No, the price on the website is the final delivery price.

Delivery

When will my package arrive?

When you order before 5PM (GMT+1) and directly forward a screenshot of your proof of payment, we will most likely ship the next workday. If you do not forward the screenshot of the proof of payment, please allow several days for delivery.

What happens to the package when there is no one at home to accept delivery?

If you are not home, two more delivery attempts will be made. After that, the delivery service will leave a notice. With this notice you may collect the parcel from the delivery service at the address stated on the notice (please bring your identification). However, you might also arrange an additional delivery date by telephone.

What does my package look like?

Your package will be delivered in a neutral package, which does not contain any reference to its content. Neither does the package contain any visible reference to Medix24.

Do I need to be at home to sign for the package?

The pharmacy is required by law to request an adult’s signature for the delivery of prescription medication.

Can I enter a different delivery address (e.g. at work)?

Of course, you can specify a delivery address of your choice. This allows you to have your package delivered to your work address or holiday address.

Which courier company does the pharmacy use?

Our partner pharmacies use only reputable courier services, such as UPS or DHL.

How does “track and trace” work?

Once your package has been shipped, you will receive a track & trace code via e-mail with a link. When you click on this link, you will be taken directly to your shipment’s information page.

Can I expect problems with customs?

No, as all our deliveries come from licensed pharmacies within the EU and the medications are genuine, there will not be any problems with customs within the EU.

My package has not arrived yet. What should I do?

Please contact our customer service desk.

Customer service

I have a question or a complaint. What can I do?

Call our hotline or write an email using our contact form to get immediate assistance. Our customer service is at your disposal.

How can I contact you?

Call our hotline or write an email using our contact form to get immediate assistance. Our customer service is at your disposal.