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 book a free consultation with our team before placing an order via www.manual.co/book
If you have questions and want to speak to us, you can contact our clinical or customer care teams. -
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Your MANUAL account puts you in complete control of your healthcare. Here's everything you can do:
What you can manage yourself
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Update delivery schedule
Choose your delivery dates to match your needs - never run low or have too much
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Change your plan
Adjust frequency, switch treatments, or update quantities whenever you need
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Track everything
See your order status, delivery dates, and tracking details all in one place
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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.
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Update delivery schedule
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Order Cancellation and 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 your order contains prescription-only medication and it has already been approved or is being prepared by the pharmacy, we will not be able to cancel it or accept a return of the items.
Prescription Medication and Returns
Prescription medication is exempt from returns under the Consumer Protection (Distance Selling) Regulations 2000, as consumers do not 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 goods 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.
How to Dispose of Unwanted Medicine
If you have unwanted medicine, please take it to a local pharmacy for safe disposal.
Non-Medicinal Products
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. If the order is split into several deliveries on different days, you have until 14 days after the day you receive the last delivery to change your mind about the products.
Sealed Products and Returns
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).
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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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How to Adjust Your Next Order Date
We know how important it is to have flexibility with your orders, and we've made it simple for you to adjust your next order date whenever you need. Just follow these easy steps:
1. Log in to Your Account
Head over to https://www.manual.co/account and log in.
2. Go to Manage Plans and Orders
Once you're logged in, click on Manage Plans and Orders to view your subscriptions.
3. Select the Plan You’d Like to Update
Find the plan you want to make changes to and click on it.
4. Adjust Your Delivery Date
Next to "Next Dispatch," you'll see an option to Manage Delivery. Click it, and you’ll be able to choose a new date for your next order.
What Happens Next?
- After you’ve selected your new date, our Clinical Team will review your request within 24 hours.
- Once it's approved, you'll see your updated order date in your account.
A Few Helpful Tips:
- To avoid delays, we recommend updating your order date at least 3 days in advance of when you’d like it to arrive. This gives us enough time to process everything smoothly for you.
If you run into any issues or have questions, our support team is just a message away. We’re here to make things as seamless as possible for you!
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Our service is designed to put you in control. We’ll keep you informed every step of the way, so you can track or amend your orders directly 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 will include a tracking number. Use this number to monitor your delivery’s progress on the Royal Mail tracking website, via the link provided in your order confirmation email.
- Alternatively, you can click the "Track Your Order" button in the email to automatically check your order's status.
- You can also review the proof of delivery to see where your item was left.
Check with Your Neighbours
Sometimes deliveries are left with a neighbour or in a safe place nearby. It’s worth checking with them if you haven’t received your order.
Check Your Account
You can also track your order directly from your account:
- Log into your account to view all your plans and orders.
- Check the status and track any order.
- Easily make changes to your plan or order.
Important Tips
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Check your spam/junk folder: Occasionally, our emails may end up in your spam or junk folder. If you can’t find your order confirmation or tracking email in your inbox, make sure to check these folders.
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Add Manual to your contacts: To avoid delays and ensure you receive all future emails about your orders, please add Manual to your email contacts.
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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. -
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.
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.
If you have a medical query, you can find out how to speak with our clinicians here