manual

Frequently asked questions

• How does it work?

  Good question!
  
  We are an online healthcare provider so all of our services can be accessed via our website manual.co (cool, right?)
  
  We offer a wide range of treatments, so once you get to our page, have a browse and see what works for you! If you are unsure, you can even try filling in our questionnaire based on the treatment to see what our clinicians recommend.
  
  After placing an order, our clinical team will check and either approve or reject it depending on your medical questionnaire answers. Once it has been approved, we will get this processed and dispatched depending on the items you have ordered.
  
  We also offer medical support, and you can book yourself in for a free consultation with our team prior to your order on manual.co/book
  
  If you have questions and want to speak to us, you can contact our clinical or customer care teams.
  

• Managing your subscription and orders

  Your MANUAL account puts you in complete control of your healthcare. Here's everything you can do:

  What you can manage yourself

  • Update delivery schedule

    Choose your delivery dates to match your needs - never run low or have too much

  • Change your plan

    Adjust frequency, switch treatments, or update quantities whenever you need

  • Track everything

    See your order status, delivery dates, and tracking details all in one place

  • Cancel subscription

    You can pause or stop your subscription anytime through your account

  Important note about prescription medications

  For your safety, prescription medication orders can only be cancelled or refunded before they're approved by our clinical team.

   

  Ready to make changes? Log in to your account

  Need help? We're here for you:

  • Email: help@manual.co
  • Call: 020 4538 8411 (Monday to Friday, 9am-5pm)

   

  
• What is your Returns policy?

   As per our Terms of Sale, cancelling an order can only be done up until the point at which the prescription is approved by the clinician. If you have prescription-only medication in your order and has already been approved, we will not be able to cancel it or accept a return of the items.
  
  

  Prescription medication is exempt from returns under the Consumer Protection (Distance Selling) Regulations 2000, as consumers don’t have the right to cancel a contract under the following circumstances:
  
  

  13. (1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts;

  (c) for the supply of good made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
  
  If you have unwanted medicine, please take it to a local pharmacy for safe disposal.
  
  For orders relating to non-medicinal products, you have 14 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the products.
  
  This excludes sealed products which are not suitable for return due to health or hygiene reasons if unsealed after delivery (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered)
  
  If you have any questions you can contact our Customer Care team on help@manual.co or phone 020 4538 8411 (Mon-Fri 09.00-17:00).

• How can I amend my next order date?

  Our service is designed to put you in the driving seat. Whether you're overstocked or plan to be away for the next scheduled delivery, you can easily change your delivery date via your account. 

  • Amend next order: Select the plan you want to change and select a new delivery date that fits your schedule*
  • Update delivery address for your upcoming order: Update your delivery address with a click so your order always arrives in the right location **
  • Track your orders: Once you're logged in, you can access detailed information on all your plans and orders, including expected delivery dates and tracking details

  Change your next order date: Log into your account

  *Please note that this option is not available for Weight Loss orders
  **If an order has been dispatched you will not be able to change address
  

  
  
  
  

  

• Where is my order?

  Our service is designed to put you in the driving seat. We will email you when your order is on its way and you can track or amend your orders from your account. 

  Check your email:

  When your order is dispatched from our pharmacy, we'll send you an email with your tracking details:

  • The email includes a tracking number which you can use to monitor your delivery's progress on the Royal Mail tracking website using the tracking link provided in the order confirmation email.
    OR
  • You can click the "Track Your Order" button in the email to automatically track your order's status.

  Check your account:

  Alternatively, you can track your order by logging into your account on our website:

  • View all of your plans and orders 
  • Check status and track any order
  • Make changes to your plan or order with ease 

  View your orders: Log into your account

  Important tips:

  Check your spam/junk folder: Sometimes, our emails may end up in your spam or junk folder. If you don't see your order confirmation or tracking email in your inbox, please check these folders.

  Add Manual to your contacts: To ensure you receive all future emails about your orders without delay, please add Manual as a contact in your email account.

• Can I change my delivery address?

  Our service is designed to put you in the driving seat. You can manage all your personal details via your account. 

  • Update delivery address: Change your delivery address with a click so your order always arrives in the right location 
  • Edit personal details: Manage your account details from payment details and billing address to your preferred email with ease 
  • Manage orders: Choose when you want your orders to arrive. No more worrying about running out or having too much stock
  • Track your orders: Once you're logged in, you can access detailed information on all your plans and orders, including expected delivery dates and tracking details

  Edit shipping address: Log into your account

  Click "Change" next to the "Shipping Address" section. Here, you'll be able to see all your saved shipping addresses and make any necessary adjustments.
  
  

  Important Reminder:

  Please note that changes to the shipping address cannot be made once an order has been processed by our pharmacy. 

  

• Do you ship abroad?

  Unfortunately, we are currently unable to prescribe or dispatch medications to countries outside of the UK.
  
  This is due to the current prescribing regulations.

• How is my order packaged?

  We ship all our orders in discreet packaging. Medication is either found in single use sealed sachets or in child-proof bottles.
  
  The sender information as well as the return address are included in the postage label, however these do not affect the discretion of the packaging. 
  
  You will receive all of your tracking information after your order has been dispatched from our pharmacy. We dispatch all orders by 16:30 so expect your tracking at this time.
  
  
  
  
  

• Why doesn’t MANUAL mention Weight Loss medications by name?

  Advertising restrictions in the UK mean that we can’t present all of our treatment options until you’ve had a clinical consultation. We believe choosing the right treatment should always be made with your clinician, once they know more about your circumstances. 
  
  To start your Weight Loss journey with us, please complete the medical questionnaire here www.manual.co/weight-loss 

• 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.

  We recommend booking a free consultation with one of our clinicians here, where you can choose your preferred date and time (subject to availability).
  
  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 using the options below:

  • Phone: 020 4538 8411 (Monday to Friday, 09:00-17:00)
  • Email: help@manual.co
  • Twitter: @MenofManual
  • Facebook: MenofManual
  • Instagram: @menofmanual

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