manual

Frequently asked questions

• How does it work?

  At MANUAL, we are an online healthcare provider, so all of our services can be accessed easily via our website: manual.co.

  Here’s how it works:

  1. Browse our treatments: Once you visit our site, take a look at the treatments we offer. If you’re not sure which one is right for you, you can complete a questionnaire based on the treatment you're interested in. Our clinicians will review your answers and make a recommendation.

  2. Order and approval: After placing your order, our clinical team will review it based on your medical questionnaire answers. They will either approve or reject it, depending on your needs.

  3. Processing and dispatch: Once your order is approved, we’ll get it processed and dispatched, depending on the items you've ordered.

  4. Free consultations: If you prefer, you can call 020 4538 8411 and press Option 3 for expert advice on your treatment plan.

     • Available Monday to Friday
     • Hours: 09:00 - 17:00

  
  If you have questions and want to speak to us, you can contact our clinical or customer care teams.
  

• Managing your subscription and orders

  How do I manage my subscription and orders?

  Your MANUAL account puts you in control. Here's what you can easily manage yourself:

  • Adjust delivery dates
    Choose when your orders arrive to match your schedule, so you never have too much or too little.

  • Change your plan
    Switch treatments, adjust the frequency of deliveries, or update the amount you receive.

  • Track your orders
    View order statuses, delivery dates, and tracking details—all in one convenient spot.

  • Cancel anytime
    Cancel your subscription directly from your account whenever you need.

  Important note about prescriptions:
  Prescription orders can only be cancelled before they're approved by our clinical team—for your safety, we can't refund or cancel orders after that point.
  
  
  

  Ready to make changes? Log in to your account

   

  

  

   
• How does the Hair Loss Money Back Promise work?

  At MANUAL, we’re proud to offer some of the most effective hair loss treatments in the UK. In fact, over 9 out of 10 men see their hair loss stabilise or improve. That said, we understand everyone’s journey is different and if you feel your treatment plan hasn’t worked for you, our  Money Back Promise.

  To apply for a refund, please ensure you meet the following criteria:

  1. Engage with Your Treatment:

  • Consistently follow your Treatment Plan and use the prescribed treatment for 180 days.

  2. Submit Progress Photos:

  • Use the Hair Progress Tracking Tool on your account page to upload the following photos:
    • You must submit at least 5 sets of hair photos 
    • Use the Hair Progress Tracking Tool in your Account page on the Manual website: Hair Loss Tracking 
    • Upload pictures with at least 30 day intervals between each upload.

  3. Request a Refund:

  • After 180 days, but no later than 210 days from the delivery of your first shipment and send a refund request email to us with your order number.

  Important Notes:

  • Refund requests will only be accepted between 180 and 210 days from the delivery date of your first shipment.
  • Refunds will be processed to the payment method used for the original purchase.
  • Limit one refund per customer for each eligible product.
  • Only the cost of the Hair Loss Treatment Service subscription is refundable. Additional items, such as cosmetic products or supplements, are not eligible.
  • The refunded amount will depend on the number of orders you have received and their frequency. Our Customer Care team will provide you with specific details.

  Side Effects:

  • If you experience side effects or have questions about how to use any product, you can message a Manual Clinician via “Your Messages” on the Manual website for guidance.
  • If you are experiencing side effects or have a question about how to use the treatment:
    Call 020 4538 8411 and press Option 3 to speak to  a Clinician (side effects or treatment ).

   

  The Hair Progress Tracking tool will prompt you to take 3 photos each time you submit your updates.

  Please note that we do not offer a Money Back Promise for Regain as it is not our product.
  
   

   

• Can I return prescription medication?

  We follow strict regulations when it comes to prescription orders.

  Prescription orders (Hair Loss, & Erectile Dysfunction Treatments):

  • You can cancel your order only before it has been approved by our Clinical Team

  • Once approved or prepared by the pharmacy, prescription orders cannot be cancelled or returned

  This is because prescription medication is exempt from returns under UK law (Consumer Protection Distance Selling Regulations 2000).

  What should I do with unwanted medication?
  Take any unused or unwanted prescription medication to your local pharmacy for safe disposal

   

   

• Why did my payment fail and what should I do?

  At MANUAL , we aim to make your treatment journey as smooth as possible, including the payment process. Here's everything you need to know about payments, billing, and security.

  How does billing work?

  As a subscription-based service, your payments will automatically process in line with your treatment plan. This will be every 30,60,180 or 365 days, depending on your plan.

  To check the frequency of your payments, please review your subscription details on your account under Manage Plans and Orders.

  What payment methods do you accept?

  We offer a variety of payment options to suit your needs:

  • Major debit cards
  • Credit cards (including American Express)
  • PayPal (only available during checkout for the first order) 

  Are my purchases secure?

  Absolutely. We prioritise the security of your financial information.

  • All payments are processed through a secure payment system
  • We do not have access to your full card details
  • You can update your billing method at any time on your Account under Billing and Payments

  Once your payment has been successfully processed you'll be able to see the payment in your bank statement under Menwell LTD or MANUAL. MANUAL is our sister company. 

  How much is my next order?

  To find the price of your next order:

  1. Log into your account
  2. Go to Account
  3. Then click on Manage Plans and Orders

  Here you'll see the cost of your next payment, including any discounts and the treatment you are on.

  What if my payment fails?

  If your payment is unsuccessful:

  1. If your payment doesn’t go through, we’ll automatically retry the payment over the next 28 days at 10 PM on the following days:

     Day 0 (first attempt), then Days: 1, 2, 3, 5, 10, 15, 20, 25, 28

  2. If the payment is still unsuccessful after 28 days, we'll cancel your order
  3. The subscription will remain active

  How to update your payment details:

  Please update your payment details by logging into your account and following the steps below:
  1. Head to Account
  2. Click on Billings and payments
  2. Go to View all below Payment methods
  3. In the next screen, you can edit your current payment method or add a new one. Once updated, your payments will then be taken from this card.

  Can I get a company invoice or VAT receipt?

  At present, we do not provide company invoices.

  We're here to ensure your Voy experience is as seamless as possible, from treatment to billing. Your journey to better health is our priority, and we're committed to supporting you every step of the way.
   

   

• How can I change my next order date?

  We know flexibility is important, so it’s easy to change your upcoming order date any time.

  Here’s how to do it:

  1. Log into your account at manual.co/account

  2. Go to Manage Plans and Orders

  3. Select the plan you'd like to change

  4. Next to "Next Dispatch," click Manage Delivery and choose your new date
     
     

  What happens next:

  • Our Clinical Team will review your change request within 24 hours

  • Once approved, your new date will appear in your account

  Helpful tip: Try to make changes at least 3 days in advance to avoid any processing delays.

  If you run into any issues, our support team is just a message away — we’re here to help!

   

   

   

• Where is my order?

  You can track your order at every stage — from approval to dispatch to delivery — either through your email notifications or directly in your MANUAL account.

  Check your email:

  • When your order is dispatched, you’ll get a tracking email with a link to follow its journey

  • Click the "Track Your Order" button or use the tracking number on the Royal Mail website

  • You can also check the proof of delivery to see where the item was left

  Check with your neighbours:

  • Sometimes parcels are left with a neighbour or in a safe place — worth checking nearby if it hasn't arrived

  Check your Manual account:

  • Log in to view your plans and orders

  • See order statuses and tracking details

  • Make changes to your plan or upcoming deliveries

  Helpful tips:

  • Check your spam or junk folder if you're missing a confirmation or tracking email

  • Add help@manual.co to your email contacts to avoid missing future updates

   

  

• Can I change my delivery address?

  Take Control of Your Orders with Ease

  Our service is designed to put you in control. You can manage all your personal details directly through your account.

  What You Can Do:

  • Update Your Delivery Address – Easily change your address to ensure your orders always arrive at the right location.
  • Edit Personal Details – Manage your payment details, billing address, and preferred email with just a few clicks.
  • Manage Orders – Choose when you want your orders to arrive, so you never run out or have excess stock.
  • Track Your Orders – Access detailed tracking information, expected delivery dates, and your order history anytime.

  How to Edit Your Shipping Address:

  1. Log into your account
  2. Click "Change" next to the "Shipping Address" section
  3. View all saved addresses and make necessary updates

  Important Reminder:
  Changes to the shipping address cannot be made once an order has been processed by our pharmacy. Any changes will affect future orders.

   

  

• Do you ship abroad?

  Currently, we only ship within the UK.

  Due to prescribing regulations, we are unable to prescribe or dispatch medications to countries outside of the UK at this time.

  We understand this may be inconvenient, and we appreciate your understanding. If this changes in the future, we’ll be sure to update our customers.

• How is my order packaged?

  How is my order packaged and shipped?

  We ship all orders in discreet packaging for your privacy. Medications come in either sealed sachets or child-proof bottles.

  The postage label includes sender information and a return address, but rest assured—this does not affect the discretion of your package.

  📦 Tracking your order
  Once your order is dispatched from our pharmacy (by 16:30), you’ll receive tracking details so you can follow its journey.

  
  
  
  
  
  

• What to do if there are side effects from a treatment?

  As with all prescription medications, there are risks of unwanted side effects. If you experience any side effects while using our treatments, please stop the treatment and consult a medical professional.
  
  If you experience mild side effects or you are concerned about side effects and you would like to discuss it further please call 020 4538 8411  and press option 3  (Non TRT)
  
  If you experience severe side effects, please contact your GP, call 999, or visit your local A&E.
  
  

  For any other inquiries, you can reach our customer care team.

  If you have a medical query, you can find out how to speak with our clinicians here