At Dr Frank's, our aim is to make sure that everyone has access to achieve their weight loss goals and, with this in mind, we strive to keep our prices as affordable as possible with a variety of options to choose from. You can find more information on prices and our options HERE.

‍Please be aware that with our clinician-led service and this being a more premium option with monthly video calls with a specialist nurse, prices are with an additional £20.

*Prices can vary or change depending on prescribed doses, stage in the weight loss journey, or external factors (supplier charges or stock availability).

Currently, we accept major debit and credit cards - this includes Amex, as well as PayPal.

If you subscribe to a monthly, quarterly or an annual plan then your payment details are securely stored and payment is taken automatically for your recurring orders.

With your first order, your sharps bin is complimentary as part of our welcome package. Should you need an additional sharps bin during your time with Dr. Frank's, simply reach out to our team, and we will provide further guidance.

For our clinician-led service, your monthly calls with a specialist nurse are included in your package. If you need extra support, are experiencing side effects, or wish to discuss your progress before your monthly review, you can schedule unlimited wellbeing video or phone calls with our specialist nurses.

If you're on our self-directed service and require additional support, want to discuss your progress or dosing, or are experiencing side effects, you also have the option to schedule a wellbeing call with one of our specialist nurses. Please book your call HERE or contact our team at 0331 630 1010 or via the form on the Payments, Cancellations and Refunds Contact page for further assistance.

Dr Frank's is predominantly a virtual service whereby our specialist nurses will review medical forms and applications online or attend virtual video and phone calls with our customers.To attend the virtual video appointments with our nurses or health advisors, you will receive an email confirmation for your appointment of which includes a unique video link to join.

We now also have our Digital Hubs that are expanding across the nation. At our Digital Hubs, you can have your identity verified and appropriate measurements completed by a member of the team. They will assist you to submit your application online and identify the subscription type that works best for you! You will be able to find the address for your chosen digital hub upon booking your appointment HERE and on your email confirmation upon completing your booking.

Yes! We are now offering and building Dr Frank's Digital Hubs nationwide. At our Digital Hubs, you can have your identity verified and appropriate measurements completed by a member of the team. They will assist you to submit your application online and identify the subscription type that works best for you! You will be able to find the address for your chosen digital hub upon booking your appointment HERE and on your email confirmation upon completing your booking.

Our appointment system is designed to be flexible to accommodate our clients' busy schedules. You can book same day appointments with one of our specialist nurses if required/desired. Our specialist nurses have a variety of availability starting from 08:00 in the morning through to 21:00 in the evening Monday to Sunday. *

*Availability depending on booked timeslots on specific days.

Yes! Our specialist nurses have a variety of availability starting from 08:00 in the morning through to 21:00 in the evening Monday to Sunday.Please be aware that although our specialist nurses have availability 7 days a week. Customer Service opening hours are Monday to Friday 10:00 - 16:30.

Don't panic! As you have completed your application, one of our specialist nurses has reviewed this and noticed that your BMI falls within certain criteria. With this in mind, it is just that before we can proceed you will need to have a short discussion around off-label prescribing and, in turn, further approval with Dr Frank. This is just a short 15 minute call with one of our specialist nurses - you can schedule your call via the link in the email you have received with the BMI request or via this link HERE.

‍Alternatively, if you would like further details, please get in touch with the team via the New Booking form on the Contact page or call 0331 630 1010. Please note - Customer Service opening times are Monday to Friday 10:00 - 16:30.

Regularly tracking your weight is essential for both you and the Dr. Frank's team to monitor your progress on your treatment plan. We advise weighing yourself weekly and completing the wellbeing questionnaire monthly. You'll receive an SMS and email notification 21-25 days after your last purchase with a link to the wellbeing questionnaire that requires completion.

It is important to complete the wellbeing questionnaire so that both you and the Dr Frank's team can monitor your progress, tailor your dosing plan to what is needed uniquely to you, and highlight for side effects that need action with one of our specialist nurses. We work with you to find to what is needed for you based off the information provided and deliver high-quality advice to support you on your weight loss journey.

At Dr Frank's, if you are currently on Mounjaro, we follow the standard protocol of 2.5mg > 5.0mg. At this point, your progress and symptoms (if any), will determine whether you increase to 7.5mg or remain on the 5.0mg. If it is decided by one of our specialist nurses to increase to 7.5mg, a member of the team will be in touch to discuss prices.Similarly, these same steps will be taken with the 10.0mg, 12.5mg and 15.0mg.

At Dr Frank's, if you are currently on Semaglutide, we follow the standard protocol of 0.25mg > 0.5mg > 1.0mg. At this point, your progress and symptoms (if any), will determine whether you increase to 1.7mg or remain on the 1.0mg. If it is decided by one of our specialist nurses to increase to 1.7mg, a member of the team will be in touch to discuss prices.Similarly, these same steps will be taken with the 1.7mg to the 2.4mg.

You may experience some weight regain after discontinuing the medication, as it no longer helps control your appetite. This underscores the importance of the Dr. Frank's approach, which emphasises developing healthy habits in nutrition and exercise to sustain long-term weight loss.

Before considering discontinuation, we recommend scheduling a complimentary consultation with one of our specialist nurses. This consultation will allow you to discuss the possibility of transitioning to a lower maintenance dose, enabling your appetite to stabilise gradually.

If you begin to regain weight or feel at risk of weight gain, it's best to contact us sooner rather than later. Delaying could mean needing to restart the program from the beginning, rather than transitioning to a tailored plan at a lower rejoin starting dose.

Plateauing during a calorie-restricted diet is a common occurrence where weight loss slows down or stops altogether for a period exceeding 3-4 weeks. This is known as a 'weight plateau'.

Weight loss is often non-linear and may include periods of stalling or slight increases.

If you find that you are experiencing weight plateauing, please get in touch with the Customer Service team or schedule a wellbeing call with one of our specialist nurses here

Plateauing during a calorie-restricted diet is a common occurrence where weight loss slows down or stops altogether for a period exceeding 3-4 weeks. This is known as a 'weight plateau'.

Weight loss is often non-linear and may include periods of stalling or slight increases.

If you find that you are experiencing weight plateauing, please get in touch with the Customer Service team or schedule a wellbeing call with one of our specialist nurses here

Not seeing immediate results can be discouraging, but at Dr. Frank's, we offer a range of services to support and motivate you throughout your weight loss journey. Our goal is to ensure you receive the encouragement and assistance needed to achieve your weight loss goals. As humans, we’re all different, so the amount of time that it takes to work can vary from person to person. However, most people do start seeing results in terms of weight loss within the first few weeks of taking the injections – even before reaching the therapeutic doses of the medication.

If you're not experiencing the expected impact of the medication, our specialist nurses can assess your current treatment plan and adjust it as needed, providing tailored tips and advice.To schedule a consultation with one of our specialist nurses for further discussion, please book an appointment here.

Are you struggling with motivation or have you hit a weight plateau? We understand that each person's weight loss journey is unique, with its own challenges and progress. To ensure comprehensive support, you may benefit from speaking with our specialist dietitian or discussing your situation further with our health and life coach. These services offer personalised care to assist you on your weight loss journey.

Learn more about our personal wellness & dietitian coaching and health & life coaching to find the support that's right for you.

You are able to change your account details, however you will need to get in touch with the Customer Service team to request this. Once confirmed with the team, they will be able to action accordingly.Please note - if you are needing to change your delivery address for your next prescription, please ensure this is requested and actioned prior to your next charge otherwise there is a risk that your order will be posted to the original address.

We prioritise the security and confidentiality of your information. Our platform is designed to adhere to all applicable privacy laws and incorporates robust security measures to safeguard your personal data.

For further details, please review our Privacy Policy.

To opt out of receiving our marketing emails, simply click the unsubscribe link located at the bottom of the email you received.

Please note, you cannot unsubscribe from emails related to your orders or account status.

Unsubscribing from marketing emails does not automatically cancel your account. If you wish to cancel your subscription, please fill out our Cancellation Request Form which can be found in the Payments, Cancellation and Refunds section of the Contact page.

Your account and subscription will remain active until we receive, review and process your cancellation request. Thank you for your understanding and cooperation.

If you have forgotten your password to the customer portal, please use this link to reset your password. Please make sure to use the email address to match the one you had used to sign up initially for your account and/or subscription.

To change your password, please follow these steps:
1. Login to the customer portal here: https://www.drfranks.co.uk/user/login
2. Find your account and patient details
3. Select Change Password and input the details as desired
4. Make sure to click 'Save' so this secures the information

If you are experiencing issues with the customer portal, please complete the form on the Managing my Account topic within the Contact page. Please provide as much information as you can and, if possible, share the necessary screenshots or videos of the screen and your troubles. With this information, it helps the team understand and assist more efficiently on the matters and issues that need addressing.z

Our services primarily operate on a subscription basis. Prescriptions for medication are typically issued for specified periods based on your chosen subscription plan, though exceptions may apply depending on individual assessment during your weight loss journey. It's crucial to regularly complete wellbeing questionnaires and maintain ongoing communication with Dr. Frank's to ensure we can provide continuous support and ensure the medication you receive remains appropriate for your needs.

Normally, medication is dispatched every 28 days, unless you've arranged with our team for a custom delivery frequency, such as for extended travel periods requiring more than one month's supply.

Our subscription service includes ongoing clinical support for addressing side effects, assessing medication effectiveness, or addressing any health-related queries you may have.

Managing your subscription is convenient through your Dr. Frank's account. You can adjust delivery dates, pause medication supply temporarily or indefinitely as needed.

For cancellation requests or any inquiries about your account, please contact our Customer Service team, who will gladly assist you.

You can view your current subscription by logging in to the Customer Portal and selecting the 'Subscription' tab.

If you are needing to change the date of your next subscription charge, whether it be earlier or delayed, please get in touch with the team via the Managing my Account contact form or call 0331 630 1010 during Customer Service opening hours.

You can login to the Customer Portal to view your subscription. Here you can action to pause your subscription or cancel the subscription so no further charges are incurred. If you wish to reinitiate and rejoin Dr Frank's, please get in touch with the team on 0331 630 1010 during opening hours* and they will be able to assist further.

*Customer Service Opening Hours - Monday to Friday 10:00 - 16:30

You can login to the Customer Portal to view your subscription and chosen payment method here

Within the portal, you can change and update your desired payment method and card details. Or delete them as needed.

If you are interested in reactivating your subscription and rejoining Dr Frank's, please give the team a call on 0331 630 1010 during Customer Service opening hours to assist with this request swiftly.

Alternatively, please complete the Managing your Account form via the Contact page with the desired request and a member of the team can assist further.

Yes we do! We love hearing about our customers referring friends or family to join Dr Frank's - the building of our community is fantastic and, with this in mind, we in turn want to reward you both. To get involved with our Referral Scheme, please login to the Customer Portal here and select the 'Rewards' tab. You will then be presented with the Dr Frank's rewards and club page. Within this page, you will find the Refer a Friend section. All you need to do is input your friend's email address and select 'Next'. This will trigger an email to your friend's email inbox with a unique link to select. Once this link is selected, a unique discount code will be presented which they then need to use at the Checkout to sign up and submit an application to Dr Frank's. It is imperative to ensure your friend uses this unique discount code as this will then allow your friend to have £75 off their first order AND you will receive 750 points (equivalent to £75) on your account to redeem for your next subscription charge.

If the steps above by inputting your friend's email address are not working, you do have alternative options below to share your link. This includes:
- a unique URL link to copy
- a connection and link direct to Whatsapp
- a connection and link direct to Facebook and Facebook Messenger- a connection and link direct to Twitter/X

Please Note - T&Cs do apply for redeeming points on a monthly basis  - these can be found here

There are various ways to earn points at Dr Frank's on our Rewards Scheme. These include:
- Create an account = 200 points
- Your Birthday Gift = 50 points
- Leave a written review = 50 points
- Add a photo review = 100 points
- Add video review = 200 points

100 points equals £10!
It is easy to redeem your points on a monthly basis by logging in to the Customer Portal, reaching the Rewards page and click Redeem Points. This will then discount your next susbcription charge automatically.

‍Terms & Conditions for Rewards Scheme:
‍Each type of review can only be credited with points once per month.
Customers are eligible to leave another review and receive points each month.
Points can only be redeemed once per month on your subscription.
You can only redeem up to 900 points per month.
You must have a minimum of 300 points in your account to redeem your points.
Upon setting up a new account, customers automatically receive 200 points.

If you are experiencing issue with the referral link or unique discount code, please make sure you are copying the details exactly as it is presented on the screen. Please note - these links and codes will be case sensitive so it is important to ensure these match exactly.

If you continue to have issues with this, please complete the form on the Manage my Account contact page or call the Customer Service team during opening hours to discuss in further detail.

If you can, please have appropriate screenshots and/or videos to hand to share with the team so we can work more efficiently and identify the matter as soon as possible for you.

You can do more than one review a month to earn points, however, it must be a different type of review completed in one month and not just several of the same type. If you do several reviews of the same type within one month, you will only receive points for one of the reviews.

For example, if you complete a written review (50 points), photo review (100 points) and video review (200 points), you could earn up to 350 points within one month. If you were to do x3 written reviews within one month, you will only earn 50 points for the month.

Terms & Conditions for Rewards Scheme:
‍Each type of review can only be credited with points once per month.
Customers are eligible to leave another review and receive points each month.
Points can only be redeemed once per month on your subscription.
You can only redeem up to 900 points per month.
You must have a minimum of 300 points in your account to redeem your points.
Upon setting up a new account, customers automatically receive 200 points.

It’s important to know that Semaglutide isn’t a type of insulin, but instead it mimics a hormone that’s produced by your gut once you’ve eaten. Semaglutide helps many people to feel fuller and more satisfied for longer after eating smaller portions, ultimately resulting in eating less food and consuming fewer calories. In turn, this leads to weight loss when used alongside a healthy diet and lifestyle.

Wegovy and Ozempic share the common active ingredient, semaglutide, yet they are promoted for distinct purposes. Ozempic is approved and licensed for managing type 2 diabetes and has been available since 2017 - although, it is has been found in a number of studies that it can also support and be effective for weight loss. In contrast, Wegovy is a more recent introduction licensed specifically for weight loss.In essence, Wegovy and Ozempic operate identically, eliciting the same physiological response. However, disparities exist in factors such as the dosage of semaglutide and the medical conditions they are indicated for in their respective marketing.

Semaglutide is administered through injections once a week. When initiating the medication, you will commence with a lower dose, gradually increasing each month until reaching the maintenance dose. It is crucial to adhere to the prescribed dosage as directed by our healthcare professionals.
‍

‍We do also have the offering of semaglutide in a tablet form, Rybelsus. Rybelsus is administered once per day, following the prescribed dosing and instruction as informed by one of our specialist nurses. Consume the medication with a small amount  of water. It is important to ingest Rybelsus 30 minutes before your meals, beverages, or any other daily medications. Consuming food or drinks within the 30-minute window after taking Rybelsus may diminish the drug's effectiveness.

Semaglutide, under the brand name Ozempic, was sanctioned for type 2 diabetes treatment in 2017. It is  administered through injection into the stomach, leg, or arm fatty tissue. Rybelsus later introduced an alternative delivery method of Semaglutide as an oral tablet. Rybelsus received approval for treating type 2 diabetes in 2019, but its active ingredient, semaglutide, obtained approval earlier, in the injectable form of Ozempic.

Extensive clinical trials preceded the licensing of semaglutide, with injections approved for weight loss under the name Wegovy. This followed promising research results.

Despite Rybelsus and Ozempic not being licensed for weight loss, they share the same active ingredient, semaglutide, that is contained in Wegovy. While all medications carry potential side effects, for most individuals, they are mild and manageable. And, at Dr Frank's, our dedicated and experienced team are able to be contacted to provide the support and guidance that is required when needed.

As humans, we’re all different, so the amount of time that it takes to work can vary fromperson to person. However, most people do start seeing results in terms of weight losswithin the first few weeks of taking the injections – even before reaching the therapeutic dose of 1mg or above.

As a general guide, most people taking Semaglutide for weight loss are expected tolose at least 5% of their body weight within 12 weeks of starting treatment. Generally speaking, if Semaglutide doesn’t help you to lose 5% of your starting weight after 12weeks of using it, then our specialist nurses can arrange a referral to our specialistdietitians and nutritionists to look at alternative options/support routes.

While Semaglutide is generally well-tolerated, it can cause side effects with some being more common than others.If you are experiencing any side effects, please do get in touch with the team on enquiries@drfranks.co.uk or call 0331 630 1010 for further assistance.
‍Common side effects of semaglutide include:
‍- ‍Nausea
- Stomach pain
- Diarrhoea
- Vomiting
- Constipation
- Headache
- Tiredness
- Belching
- Dizziness
- Bloating
- Gas
- Upset stomach
- Heartburn

These effects typically subside as your body acclimates to the medication and dosage. If you encounter challenges with the side effects, our healthcare professionals are available to offer support and guidance.‍

‍Rare or uncommon side effects of semaglutide include:
‍- Pancreatitis (inflammation of the pancreas)
- Gallstones
- Hypoglycemia (low blood sugar) in patients with type 2 diabetes
- Anaphylactic/ allergic reaction
- Diabetic retinopathy (an eye condition) complications in patients with type 2 diabetes
- Palpitations or feelings of a racing heartbeat while at restIf you experience any of the serious side effects listed above, seek medical attention immediately.

Off-label prescribing is when you are prescribed a licenced medication to treat a condition not specifically stated or listed on its product license.

Towards the end of the drug development process, the pharmaceutical company applies for a license to treat a specific condition and submits the results of its trials to the Medicines and Healthcare Products Regulatory Agency (MHRA) or the European Medicines Agency (EMA). If the license is granted, it will specify certain information regarding the medication, such as who can use it, what dosage, storage and usage instructions, side effects and contraindications and what conditions it may be used to treat. This can all be found in the patient information leaflet provided with the medicine.

Prescribing outside of the licensed specifications of any medicine means that it is being used “off-label”. Our clinicians at Dr Franks will only prescribe off-label if they believe that the medication will be effective at treating the condition in question, and that the advantages outweigh any potential risks.

Off-label prescribing is fairly common and is a safe practice as long as the patient’s condition, medical history, allergies and current medicines are taken into consideration. Being prescribed a medicine off-label doesn’t mean that the drug is unlicensed – these two terms mean very different things and shouldn’t be confused with each other. An off-label medicine is simply a medicine that does have a UK or EU license, but not for the purpose that it’s being used for.Wegovy and Mounjaro  are indicated as an adjunct to a reduced-calorie diet and increased physical activity for weight management, including weight loss and weight maintenance, in adults with an initial Body Mass Index (BMI) of:
•   ≥30 kg/m2 (obesity), or
•   ≥27 kg/m2 to <30 kg/m2 (overweight) in the presence of at least one weight-related comorbidity

For Mounjaro, Wegovy or Ozempic:
Before initial use, store it in a refrigerator away from any freezing elements. Do not freeze the medication, and do not use it if it becomes frozen.Following usage, you can either store the pen in the refrigerator or in a shielded, dark space below 30°C.

In the rare circumstance that the pen was not refrigerated before the first use, it remains suitable for use if the storage temperature is below 30°C. For Ozempic/Wegovy - Dispose of the pen after 6 weeks, following the manufacturer's recommendation.For Mounjaro - Dispose of the pen after 30 days, following the manufacturer's recommendation.

For Rybelsus:
Unlike other GLP-1 therapies, Rybelsus does not require refrigeration. It should be stored at room temperature between 20-25°C. Ensure it is stored in a dry place away from moisture.

If a dose is missed, it should be administered as soon as possible within 4 days after the missed dose.If more than 4 days have passed, skip the missed dose and administer the next dose on the regularly scheduled day.In each case, patients can then resume their regular once-weekly dosing schedule.For example, if the regular dose day is Sunday: [include image >>>>]

Your medications are kept in cold storage throughout the supply chain and while in the DAM pharmacy. We deliver them using cold chain packaging to ensure they remain refrigerated during delivery. Our technical specifications have shown that our packaging can maintain the medication at a temperature between 2-8°C for up to 72 hours.

If, for any reason, your pen has not been stored in a fridge before first use:Ozempic/Wegovy will remain suitable for use for up to 6 weeks after the dispatch date.Mounjaro will remain suitable for use for up to 30 days after the dispatch date.

Before initial use, store it in a refrigerator away from any freezing elements. Do not freeze the medication, and do not use it if it becomes frozen.Following usage, you can either store the pen in the refrigerator or in a shielded, dark space below 30°C.

In the rare circumstance that the pen was not refrigerated before the first use, it remains suitable for use if the storage temperature is below 30°C.
For Ozempic/Wegovy - Dispose of the pen after 6 weeks, following the manufacturer's recommendation.
For Mounjaro - Dispose of the pen after 30 days, following the manufacturer's recommendation.

If you have upcoming travel plans and need your medication, we can assist in ensuring you receive it on time. You have the option to request an early delivery before your trip or to schedule a delivery for when you return.

To arrange this, please contact our Customer Service team via the Managing my Account form within the Contact page on the website or call 0331 630 1010 during Customer Service opening hours. Provide your travel dates and your expected return to the United Kingdom. This information will enable us to organise the most suitable delivery option for your needs.

To ensure you don't miss any doses while you're away, please supply as much detail as possible regarding your current medication supply and the duration of your absence. Include information about when you expect to run out of medication and any specific dates you prefer for delivery. This will help us effectively coordinate your orders, preventing any interruptions in your treatment and avoiding deliveries during your trip. Our goal is to ensure you have a seamless experience, even while traveling.

If you have upcoming travel plans and need your medication, we can assist in ensuring you receive it on time with the appropriate quantities. You have the option to request a custom delivery before your trip.

To arrange this, please contact our Customer Service team via the Managing my Account form within the Contact page on the website or call 0331 630 1010 during Customer Service opening hours. Provide your travel dates and your expected return to the United Kingdom. This information will enable us to organise the most suitable delivery option and quantity of medication for your needs.

To ensure you don't miss any doses while you're away, please supply as much detail as possible regarding your current medication supply and the duration of your absence. Include information about when you expect to run out of medication and any specific dates you prefer for delivery. This will help us effectively coordinate your orders, preventing any interruptions in your treatment and avoiding deliveries during your trip. Our goal is to ensure you have a seamless experience, even while traveling.

As healthcare providers, we exclusively prescribe medications that have undergone rigorous clinical trials, establishing their safety and efficacy. Our clinicians collaborate with you to determine the optimal duration for maintaining the prescribed medication, tailored to your individual circumstances.

Following comprehensive clinical trials affirming the safety and effectiveness of GIP and GLP-1 medications for diabetes, the FDA granted approval for the long-term treatment of obesity with Semaglutide and Mounjaro. These trials also revealed a reduced risk of adverse cardiovascular events, including heart attacks or strokes.

If you are on a subscription plan and you have completed your wellbeing questionnaire in a timely manner, your next prescription will be completed and dispensed automatically in line with your charges.If these steps are not taken and are not successful initially, delays can be experienced for your next prescription. Please be assured a member of the team will be in touch within 72 hours from the scheduled subscription date to address the matter and we can assist to resolve accordingly.

Before we can prescribe and post your medication, our clinical admin and specialist nurses will need to review and approve the information provided.

If you have opted to schedule a video consultation with one of our specialist nurses, you can simply attend your 30 minute appointment whereby a complete medical assessment will take place and eligibility for treatment will be confirmed, along with the discussion around the various payment options on offer.

If you have opted for the online, self-directed route of our services, you will need to complete the initial eligibility questionnaire and choose your preferred medication and subscription option. From here, you will then need to choose between uploading three images (as detailed below) or schedule a ID verification video call:
1. Upload a full-length photo of yourself - Important for us to evaluate your suitability for our weight loss pen. It must include your face , and you can wear whatever clothing you're comfortable in
2. A picture of a valid ID, such as your Passport or Driver's License - For the purpose of identity verification
3. A photo of you standing on the scales with the weight reading visible uploaded on the same day it was taken - This is critical for us to prescribe the medication without requiring a face-to-face appointment.

Once you have submitted your application details and uploaded the required images or scheduled and attended your video verification identity appointment, your application will be transitioned to the 'Processing' status. Once your application reaches this status, it is now ready for review by one of our specialist nurses to determine your eligibility for the treatment - this will be reviewed within 24 hours of reaching this status and you will receive an email update accordingly.

If your application is approved, you will then have a prescription created by one of our specialist nurses and this will be sent to our partnered DAM Pharmacy. DAM Pharmacy will then dispense your order within 24 hours with next day delivery via Royal Mail. In summary, from the moment of your application status changing to Processing status and being approved, you will receive your medication within 48-72 hours.*

If your application cannot be approved at this time, there could be various reasons for this - these reasons could include:
- Incorrect or unclear images and/or documentation provided
- BMI falls within certain criteria which then requires a video or phone call with a specialist nurse for the off-labelling discussion (please see FAQ about BMI requests in ... section for further information)
- Image of medication/prescription does not fall within the last 28 days
- Identified as a Complex Case (i.e. clarity required on past or current medications taken) which requires a further discussion with a specialist nurse.

When one of these matters occurs, your application will be moved to the 'On Hold' status whilst we work on identifying and resolving the next steps. Please expect to be contacted by a member of the team within 24 hours once your order status switches to On Hold to explain the next steps.

*this is subject to change when it comes to the prescriptions being sent to the pharmacy for dispense on weekends and bank holidays due to courier restrictions and days of service.

Once your eligibility has been approved and payment has been successful, you will have your medication prescribed within 24 hours. Our partnered pharmacy will then dispense your medication within 24 hours* and be posted with next day delivery via Royal Mail.

*if your medication is prescribed before 15:30 Monday to Friday, the partnered pharmacy will complete same day dispense and your medication will be received at your door the following day - you will receive Royal Mail tracking information in line with this and to update accordingly.

With your next subscription charge being successful, this triggers for our specialist nurses to review your account and prescribe your next dose accordingly. Kindly, please make sure you have received a SMS and email 21-25 days following your last charge which includes the request and link to complete your wellbeing questionnaire. It is important to complete the wellbeing questionnaire so that both you and the Dr Frank's team can monitor your progress, tailor your dosing plan to what is needed uniquely to you, and highlight for side effects that need action with one of our specialist nurses. We work with you to find to what is needed for you based off the information provided and deliver high-quality advice to support you on your weight loss journey.

If you have had your wellbeing questionnaire completed, your prescription will be completed and dispensed within 24-48 hours from the point of your charge being completed.*If you do not complete the wellbeing questionnaire, there is a chance that your next prescription could be delayed. A member of the team will be in touch if there are any issues or if we require confirmation on your next dose.

*This is subject to change over weekends and bank holidays

We use next-day service to UK mainland postcodes in England, Wales & Scotland (excluding Scottish Highlands and Islands). Royal Mail aim to deliver to addresses by 16:30 every working day (Monday to Saturday) with exceptions for remote areas with limited transport such as the Highlands and Islands of Scotland.Please allow 24-48 hours from the point of your prescription being created and shared with the partnered pharmacy. Please keep an eye out for your Royal Mail tracking information - if this does not go in to your main inbox, please check your junk or spam folder also.

If you are unable to find the email with your tracking information and you believe it has been a sufficient amount of time to wait on your order, please get in touch with the team by completing the form on the Managing my Account, Orders & Deliveries section of the Contact page. Alternatively, you can call the team via 0331 630 1010 during Customer Service opening hours.

When it comes to medications, a month is typically considered to be 28 days or 4 weeks, rather than the standard calendar month. Many daily medications are dispensed in 28-day supplies.

Consequently, your prescription may advance by approximately 2 days each month. NHS best practice guidelines recommend a 28-day repeat prescribing interval as the optimal balance for patient convenience, good medical practice, and minimising drug wastage. In addition, common use of the medication pen runs as 1 dose per week, each pen contains x4 doses of the prescribed level and, therefore, falls in line with charges running at every 28 days.

This method is also acknowledged as a safe option for repeat prescription systems by the Clinical Commissioning Group (CCG).

We have validated our packaging and transportation methods to ensure that the product remains within 2-8 degrees Celsius for at least 72 hours.

However, if delivery delays cause your order to be delivered beyond this 72-hour window, a 6-week use-by period begins. During this time, you can use your medication without concern, as it will cover your full treatment schedule.

The only time we advise caution is if the solution appears unusually cloudy or lacks the transparency you’ve seen in previous pens.

If you are worried about the safety of your pen, please complete the form in the "Managing my Account, Orders & Deliveries" section of the Contact page. Include a picture or video of your pen, and our team will review it and provide further advice.

We adhere to standards with our cold-chain packaging to ensure that our product remains at the appropriate temperature of 2-8 degrees Celsius during transportation and packaging for at least 72 hours.If your medication exceeds this temperature range during transportation, it is still safe to use within the 6-week treatment expiry window. However, if the solution appears cloudy and lacks transparency, please exercise caution.

If you are worried about the safety of your pen, please complete the form in the "Managing my Account, Orders & Deliveries" section of the Contact page. Include a picture or video of your pen, and our team will review it and provide further advice.

If you have received your order and you believe there is something incorrect (i.e. wrong dose, quantity, medication or damage), please reach out to our Customer Service team who will be able to review and advise further. Please use the form on the Managing my Account, Orders & Deliveries section of the Contact page. Include a picture of video of your pen with the prescription label (if applicable) so the team can efficiently review and provide an appropriate solution.

At Dr Frank's, we want to ensure that our services are accessible to as many customers as we can and ensure everyone is getting the help to achieve their goals. With this in mind, we do ship and post out the medication direct to desired delivery address. Royal Mail is the courier service that we use in line with the Tracked 24hr and Signed for option.

Please be aware that, unfortunately, we are currently unable to prescribe or dispatch medications to countries outside of the UK. This is due to the current prescribing regulations.

The main service our partnered pharmacy offers is to ship and post the medication via the Royal Mail courier service. However, in certain circumstances and upon request, we can arrange for your collection of the medication from our partnered pharmacy. Our partnered pharmacy is located at DAM Pharmacy, 77-83 Pavilion Road, London, Westminster, SW1X 0ET. Please do not attend the pharmacy to collect your medication without speaking to a member of the team first. You can make this request during a call with one of the specialist nurses, or by getting in touch with the Customer Service team via the form on the Managing my Account, Orders & Deliveries section of the Contact page. Alternatively, you can call the team during Customer Service opening hours - Monday to Friday 10:00 - 16:30.

Please be aware that, unfortunately, we are currently unable to prescribe or dispatch medications to countries outside of the UK. This is due to the current prescribing regulations.

If you wish to reschedule or delay your upcoming order before it begins processing and review by one of our specialist nurses, kindly, please get in touch with the team as soon as possible via the Managing my Account, Orders & Deliveries section of the Contact page. Alternatively, you can call the team during Customer Service opening hours - Monday to Friday 10:00 - 16:30.

Please note - if your order has already begun processing but you have not yet received tracking information from Royal Mail, please complete a form on the Contact page detailed above. There is a chance we may be able to resolve and/or delay the order for you, however this is not guaranteed and will need to be reviewed by the team before we can confirm. If your order is already in transit and you have your Royal Mail tracking information, please follow the link in your Royal Mail tracking email or get in touch with Royal Mail directly to assist further to request these changes. It's important to keep in mind that failed deliveries that aren't notified before dispatch may incur additional charges.

Yes, all orders are packaged in discreet and plain cold-chain packaging. We adhere to standards with our cold-chain packaging to ensure that our product remains at the appropriate temperature of 2-8 degrees Celsius during transportation and packaging for at least 72 hours.

If your medication exceeds this temperature range during transportation, it is still safe to use within the 6-week treatment expiry window. However, if the solution appears cloudy and lacks transparency, please exercise caution.

Once your order has been dispensed and dispatched by the pharmacy, staff members are Dr Frank's are limited on what they can action as your order now sits with Royal Mail. Upon dispatch of your medication and Royal Mail now arranging the delivery of your order, the accountability for action lies with them - however, please know Dr Frank's will support where we can. You will receive relevant tracking information from Royal Mail once it has been dispatched. From here, you will be able to view various delivery options, these include:
- Delivery to Neighbour
- Deliver to Local Collect
- Royal Mail Customer Service Point or local Post Office - Click here for guide.

‍Depending on when you need/request to change delivery details, you may be able to change the delivery address with Royal Mail, however there is only a small window for this to be actioned and it is also restricted dependent on the postcode distance.

If you are experiencing troubles, please get in touch with the team to assist further.

DAM Pharmacy are our trusted partners who dispense all Dr Frank's prescriptions. DAM Pharmacy are are registered pharmacy based in Knightsbridge, London.

GPhC Registration: 2051875
https://www.pharmacyregulation.org/registers/pharmacy/9012071

If you wish to change the next payment date of your subscription, we can assist in ensuring you have it scheduled at the desired time. To arrange this, please contact our Customer Service team at via the Payments, Cancellations & Refunds form in the Contact section of our website or call 0331 630 1010. Provide as much information as possible within your request. This information will enable us to organise the most suitable delivery option for your needs.

At Dr Frank's, we want to ensure everyone has access to the most suitable and desired payment methods to join our community. With this in mind, we now offer different options to make payment for the programme, as well as a variety of subscription types which can be viewed on our pricing page here‍. Payment Methods on offer include:
- Klarna
- ClearPay
- Apple Pay
- Google Pay
- PayPal
- Credit  cards
- Debit cards
- Amex

You can log on to the Customer Portal here to view your subscription and the next payment due date. You will also receive a SMS and email prompt 72 hours before your next subscription charge to advise about your upcoming charge.

If you wish to upgrade or downgrade your subscription plan, or simply wish to discuss your subscription options to find one that works out best for you. Please get in touch with the team via the Manage my Account form in the Contact page or call 0331 630 1010 during Customer Service opening hours.

You can login to the Customer Portal to view your subscription. Here you can action to pause your subscription or cancel the subscription so no further charges are incurred. If you wish to reinitiate and rejoin Dr Frank's, please get in touch with the team on 0331 630 1010 during opening hours* and they will be able to assist further.

*Customer Service Opening Hours - Monday to Friday 10:00 - 16:30

We prioritise the security and confidentiality of your information. Our platform is designed to adhere to all applicable privacy laws and incorporates robust security measures to safeguard your personal data.

For further details, please review our Privacy Policy.

You can login to the Customer Portal to view your subscription and chosen payment method here - Within the portal, you can change and update your desired payment method and card details. Or delete them as needed.

You can login to the Customer Portal to view your subscription. Here you can action to pause your subscription or cancel the subscription so no further charges are incurred. If you wish to reinitiate and rejoin Dr Frank's, please get in touch with the team on 0331 630 1010 during opening hours* and they will be able to assist further.
*Customer Service Opening Hours - Monday to Friday 10:00 - 16:30

To request for a refund, you must ensure you have completed a request form on the Payments, Cancellation & Refunds section on the Contact page, or spoken with a member of the team on 0331 630 1010. Once a request form has been submitted or a discussion with a member of the team has been completed, please allow up to 72 hours for this to be investigated and outcomed accordingly. Once the refund request has been approved, this will be actioned by our finance department. Please allow 5-10 working days for the authorised refund amount to appear in your bank account (this will be the same one you made payment with for the releavnt charge).

Please remind yourself of our Cancellation, Returns & Refund Policy before submitting and requesting for a refund - Cancellation, Returns & Refund Policy

If your product arrives damaged, defective, or incorrectly delivered, please notify us so we can provide further assistance. We'll guide you on the necessary steps to resolve the issue promptly.

Please email us at enquiries@drfranks.co.uk with a photo or video of the damaged parcel within 7 days of receiving the items. Our team is ready to assist you accordingly.

For faulty items, we may request that you return them for investigation. Please ensure you keep the items rather than disposing of them to facilitate the resolution process.

You can find our Cancellation, Returns & Refund Policy here. ‍If you are unsure or would like to understand the policy in further detail, please do not hesitate to get in touch with the team via our Contact page.

If you are needing to change the date of your next subscription charge, whether it be earlier or delayed, please get in touch with the team via the Managing my Account contact form or call 0331 630 1010 during Customer Service opening hours.

Please note - you cannot have one specific date every month for your charge to be taken without manually contacting the team every month to arrange this. With the medication, the dosing schedule follows a 28 day cycle and, with this in mind, the charges and appointments are scheduled in line with the 28 day period to ensure the medication is received accordingly.

The National Health Service (NHS) currently covers prescription medications only under specific circumstances. To increase accessibility, we offer our weight management service and medication through private prescriptions.

You will be notified if your subscription charge fails to be processed. The notification will be triggered via email and/or SMS.
Failed payments can affect the smooth continuity of your weight loss journey and the scheduling/action of your next prescription being completed.
With this considered, it is crucial take action when a failed payment occurs.

Steps to take to resolve this matter include:
1. Check the funds in your chosen bank account
2. If there are enough funds in your bank account, the charge will be retried the following days, again after 72 hours and then again 1 week later if it continues to fail. As long as you have sufficient funds in your account at these times, the subscription charge should go through successfully and next prescription can be arranged.
3. If you are needing to change you payment method and/or card details, please login to the Customer Portal here to amend your payment method and/or card details and your subscription charge should automatically attempt to be taken
4. If the failed payment appears to be blocked or declined, this could be that your bank has flagged the subscription and not allowed for the charge to be taken. To identify and resolve this matter, please get in touch with your chosen bank company to address this matter. Once this matter has been addressed and resolved with your bank, please get in touch with the Customer Service team on 0331 630 1010 during opening hours to ensure that your next subscription charge has or can be processed successfully.