Manual

Your questions, answered

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 9-16:00).
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.

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 9-5:30) 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 9-5:30).
Overstocked or going on a trip and need your delivery early? We've got you covered! You can amend your delivery date by accessing your online account here manual.co/login

Weight Loss orders excluded*

All you need to do is follow the steps below:
1. Go to Goals and click on your active plans
2. Click on Active Treatments
3. Find Got too much or going to be away and click on Manage Delivery
4. Select the date that works for you
5. Then click Confirm

* If you have any further questions about the delaying your order date, drop us a message at help@manual.co or phone us on 020 4538 8411 (Mon-Fri 9-5:30).

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!

You will receive your tracking details, once your order has been dispatched from our pharmacy. In your order confirmation email, you’ll find your tracking number. You can use that on the Royal Mail tracking page to stay updated on the status of your delivery! Or simply click on the button that says Track your order and let us do the rest!

If you encounter any issues, feel free to drop us an email with your order number on help@manual.co or ring 020 4538 8411 (Mon-Fri 9-16:00) and we will check this for you.

*Please check your spam/junk folder in case the email is there.
It would be helpful to approve Manual as a contact so that all future emails about your orders, are received promptly.
You can check and change your shipping addresses at any time on our website.

Please visit www.manual.co/login and login to your account.

Once logged in, go to Account then Accounts Details and then Change next to Shipping Address and you will be able to view all your current shipping addresses and make changes to them.

Please be aware that once the order has been Completed the delivery address cannot be amended. If you have any issues, please contact Customer Care on help@manual.co or 020 4538 8411 (Mon-Fri 9-5:30).
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.
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