manual
Categories
- Getting started How it works, basic information
- Managing my account Plans, subscriptions and tracking tools
- Payments & Refunds Help with payments, discounts and refunds
- Orders & Delivery Update and track your orders
- Treatments & Services Medication info, side effects, services
- Privacy & Security Understand how we keep your data safe
- Contact Reach our Care & Medical Team
Frequently asked questions
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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:
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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.
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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.
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Processing and dispatch: Once your order is approved, we’ll get it processed and dispatched, depending on the items you've ordered.
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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. -
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How do I manage my subscription and orders?
Your MANUAL account puts you in control. Here's what you can easily manage yourself:
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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. -
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We follow strict regulations when it comes to prescription orders.
Prescription orders (Hair Loss, Weight Loss & Erectile Dysfunction Treatments):
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You can cancel your order only before it has been approved by our Clinical Team
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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 -
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As outlined in our Terms of Sale, cancellations can only be made before your prescription is approved by our clinician. Once the prescription has been approved, we are unable to cancel the order or accept a return of prescription-only items.
Prescription Medication and Returns
- Prescription medication is exempt from returns under the Consumer Protection (Distance Selling) Regulations 2000.
- According to the regulations, consumers cannot cancel a contract for goods that are:
- Made to the consumer’s specifications or personalized
- Likely to deteriorate or expire rapidly
Once your prescription is approved, your order will be processed and dispatched. Please review your order carefully before approval to ensure it is correct.
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If your payment doesn't go through, don’t worry — we’ll try again automatically.
Retry schedule (always at 10 PM):
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Day 0 (first attempt)
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Then: Day 1, 2, 3, 5, 10, 15, 20, 25, 28
If payment still fails after 28 days, your order will be cancelled.
To update your payment method:
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Log in and go to Account > Account Details
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Click Change next to your payment info
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Add or update your card details
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We know flexibility is important, so it’s easy to change your upcoming order date any time.
Here’s how to do it:
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Log into your account at manual.co/account
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Go to Manage Plans and Orders
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Select the plan you'd like to change
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Next to "Next Dispatch," click Manage Delivery and choose your new date
What happens next:
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Our Clinical Team will review your change request within 24 hours
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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!
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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:
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When your order is dispatched, you’ll get a tracking email with a link to follow its journey
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Click the "Track Your Order" button or use the tracking number on the Royal Mail website
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You can also check the proof of delivery to see where the item was left
Check with your neighbours:
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Sometimes parcels are left with a neighbour or in a safe place — worth checking nearby if it hasn't arrived
Check your Manual account:
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Log in to view your plans and orders
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See order statuses and tracking details
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Make changes to your plan or upcoming deliveries
Helpful tips:
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Check your spam or junk folder if you're missing a confirmation or tracking email
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Add help@manual.co to your email contacts to avoid missing future updates
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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:
- Log into your account
- Click "Change" next to the "Shipping Address" section
- 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. -
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.
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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. -
How should I store my medication when travelling?
Your storage instructions depend on whether you have started your medication:
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If you’ve already taken your first dose:
Keep your pen stored below 30°C while travelling. Continue using your medication as normal according to your treatment plan. -
If you haven’t started your medication yet:
You must keep your medication cold until you take your first dose, just as you do at home. While travelling:- Store it in a cool bag — but do not freeze it.
- Keep it in your hand luggage or check with your travel provider for advice on travelling with medication.
- Take your medication within 7 days of shipment, so plan accordingly if you’re travelling long distances.
- Confirm your accommodation has a fridge or a cool place to store your medication.
If you will be away for more than one month, please let us know. Our clinicians will review your situation and advise how best to assist you.
What should I know about managing side effects while abroad?
Side effects can be stronger when you’re on holiday, especially in warmer climates. Here’s what to keep in mind:
- Stay well hydrated by drinking plenty of water.
- Pay close attention to how your body feels and be cautious with your medication.
- If you experience severe side effects, stop taking the medication immediately and seek medical help at the nearest hospital or speak to a local pharmacist about over-the-counter options.
How can I dispose of medication while abroad?
You can usually dispose of medication at local pharmacies. However, we recommend checking with local authorities before travelling to understand the best and safest disposal options in the country you’re visiting.
How do I get a copy of my prescription for travel?
Some airlines require a copy of your prescription to allow you to travel with your medication.
If you need one, please contact our customer support team who will assist you in obtaining an official copy. -
If you’ve already taken your first dose:
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We understand this is an initial step in your weight loss journey towards healthy living, and we’re here for every bump in the road. Just let us know if you have any worries, feedback or questions.
As a first step, it’s important for you to take the time to read the manufacturer’s patient information leaflet enclosed in your box. This gives you everything you need to know about how to take the medication, what to avoid, side effects and potential interactions with other medications.
What is Wegovy
Wegovy contains a hormone called GLP-1 that occurs naturally in the gut. Its purpose is to regulate appetite and provide a feeling of fullness for an extended period, helping to reduce cravings and keep you satisfied after meals. By targeting the receptors responsible for appetite in the brain, this medication helps to lower the body's natural ‘set point’, which is the weight it strives to maintain. Since Wegovy reduces your appetite, it gives you the opportunity to make healthier choices and reduce your calorie intake to optimise your weight loss.
How does Wegovy work?
In a nutshell
1. Reduces appetite—so you are less hungry
2. Reduces cravings—so it’s easier to make healthy choices
3. Reduces your set point—so you can lose more weight before starting to plateau
Wegovy Titrations
Wegovy is available in 5 different dose strengths – 0.25mg, 0.5mg, 1mg, 1.7mg & 2.4mg. You start Wegovy at a dose of 0.25 mg once a week and increase the dose every 4 weeks until you reach 1mg. It is essential that your starting dose is 0.25mg - if you have received any other strength, please get in touch with our customer support team before starting your treatment.
If you'd like to, you can also increase to 1.7mg and 2.4mg for enhanced appetite suppression but this is optional. The dose is gradually increased to allow your body to get used to the medication and minimise any side effects you might experience.How to take Wegovy?
You need to inject Wegovy once a week (on the same day each week), under the skin. It should be injected in the abdomen (keep 5cm away from your belly button), upper legs or upper arms. We advise you to mix up your injection sites each week to minimise discomfort.
How to store Wegovy
You can keep the pen for 6 weeks when stored at a temperature below 30°C or in a refrigerator (2°C to 8°C). Do not freeze your medication and keep it away from the freezer compartment.
When you are not using the pen, keep the pen cap on in order to protect it from light.
Please do not use your medicine if the solution is not clear and colourless or almost colourless.
You should start using your treatment within 7 days of receiving it and finish using it within 6 weeks from the date on the Voy pharmacy label applied to your medication.
Once you’ve used your needles and finished your pen, you can dispose of it in the sharps bin provided. Do not throw away any medicines via wastewater or household waste. If you’re unable to use your sharps bin, ask your pharmacist how to throw away medicines you no longer use. These measures will help protect the environment.
These instructions are supplementary to the information provided in the patient information leaflet in your medication box which you’ll receive within your order.
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What is Mounjaro
Mounjaro is a new medication that activates the receptors of two hormones found in the digestive tract known as GLP-1 and GIP which increase after we eat. They combine to provide a feeling of fullness for an extended period. By also targeting receptors in the brain it helps to lower the ‘set point’ which is the weight it ordinarily strives to maintain. Mounjaro gives you the opportunity and makes it easier to opt for healthier choices to reduce your calorie intake to optimise your weight loss.
If you would like to know even more about how Mounjaro works you can learn more from the following site: Mounjaro.com.
How does Mounjaro work?
In a nutshell:
- Reduces appetite – so you are less hungry
- Reduces cravings – so it’s easier to make healthy choices
- Reduces your set point – so you can lose more weight before reaching a plateau
Mounjaro Titrations
Mounjaro comes in six different dose strengths: 2.5mg, 5mg, 7.5mg, 10mg, 12.5mg and 15mg. You’ll start Mounjaro at a dose of 2.5mg once a week and increase the dose every 4 weeks, automatically, until you reach the full dose of 15mg by month 6.
The dose is gradually increased to allow your body to get used to the medication and minimise any side effects you might experience. Unless otherwise agreed with a clinician, it is essential that your starting dose is 2.5mg - if you have received any other strength, please get in touch with our customer support team before starting your treatment.
If you do not want to increase your dose every 4 weeks, please speak to our Medical Team or Customer Care Team, and we'll update your subscription.Why is there excess liquid after my fourth dose?
Every Mounjaro Kwikpen comes with four doses of medication and enough liquid to prime your pen before every dose.
This means that you will see an excess of liquid in your pen after you’ve taken your four doses. This is to be expected and should not be something to worry about.Please do not attempt to take more than 4 doses of your medication, attempting to use your pen more than four times will lock your pen and you’ll no longer be able to access the liquid.
Where can I find the expiry date for my Mounjaro pen?
You can find the expiry date of your medication on the side of your medication box. This will be shown as ‘EXP: DATE’. The expiry date refers to the end of the month that is noted.
How do I take Mounjaro?
Mounjaro is injected once a week (on the same day each week), under the skin, in the subcutaneous fat. It should be injected in the abdomen, thigh or upper arm (it’s advisable to rotate to a slightly different part of your body each time you inject, this minimises potential discomfort/irritation).
Please note that the medication is contained within the clear chamber in the pen, not the individual needles – these are used to deliver each dose.
How to store your Mounjaro
You should store Mounjaro in the refrigerator between 2°C to 8°C (36°F to 46°F). If needed, each pen can be stored at room temperature up to 30°C ( 86°F) for up to 30 days.
Once you've started the pen, it must be used within 30 days of the first dose.
These instructions are supplementary to the information provided in the patient information leaflet in your medication box provided with each order.
Do not use this medicine if the solution is not clear and colourless or almost colourless (slightly yellow).
Once you’ve used your needles and finished your pen, you can dispose of it in the sharps bin provided. Do not throw away any medicines via wastewater or household waste. If you’re unable to use your sharps bin, ask your pharmacist how to throw away medicines you no longer use. These measures will help protect the environment.
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Due to UK advertising restrictions, we can only show all available treatment options after you’ve had a clinical consultation. Your clinician will help you choose the best option based on your individual needs.
To get started, complete the medical questionnaire here: www.manual.co/weight-loss.
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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