Manual

Your questions, answered

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Frequently asked questions

  • 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 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 service teams via email on help@manual.co or give us a ring on  020 4538 8411 (Mon-Fri 09.00-17:00).

  • Our flexible subscriptions give you full control over your plan. You can change your delivery dates, quantity of your products and your delivery frequency for all future orders via your account!

    Just visit www.manual.co/login and login to your account. Once you’re in, go to “Accounts” and then “Your Plans” and you will be able to view and change all your subscriptions.
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    Please note that Prescription Medication orders can only be cancelled or refunded up until they have been approved by our clinical team.

    All other orders can be cancelled or returned within 14 days of delivery.

    If you’re having any issues, feel free to reach out on help@manual.co or on 020 4538 8411 (Mon-Fri 9-17:00)  and our team would be happy to help you!

  •  

    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 any questions you can contact our Customer Care team on help@manual.co or phone 020 4538 8411 (Mon-Fri 09.00-17:00).

  • Whether you're overstocked or plan to be away for the next scheduled delivery, you can easily change your delivery date to suit your needs. Please note that this option is not available for Weight Loss orders.

    1. Go to your account: Log in to your account
    2. Select your plan: Select the plan you want to change 
    3. Manage your delivery: Look for the option to "Manage Delivery"
    4. Choose a new date: Select a new delivery date that fits your schedule
    5. Confirm: Click "Confirm" to save your new delivery date



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    Due to the way that prescriptions are generated, it is not currently possible to change the renewal date for all future orders. 

  • Tracking your order is easy!

    Check your email: Once your order is dispatched from our pharmacy, we'll send you an email with your tracking details. This email includes a tracking number which you can use to monitor your delivery's progress on the Royal Mail tracking website. 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. Once logged in you can view all of your plans and orders with expected delivery dates and tracking information.

    Log in to view your plans and order

    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.

     

  • You can update your delivery addresses whenever you need,

    1. Go to your account: Log in to your account
    2. Edit shipping address: 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 left our pharmacy. 

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  • Unfortunately, we are currently unable to prescribe or dispatch medications to countries outside of the UK.

    This is due to the current prescribing regulations.

  • 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. 

    Please note that different products are shipped with different delivery providers. This is due to the storage needs of specific products (such as cold chain), and could mean that if your order contains multiple products, they could be delivered separately. 

    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.

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  • 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 

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