Frequently Asked Questions

Ordering your medication

How do I send you a paper prescription?

Please post your original prescription, along with your contact details, to us at:

Roseway Labs, Zetland House,  5-25 Scrutton Street, London EC2A 4HJ.  If you use registered post we can take that as proof of posting but if not, please allow up to 5 working days for the prescription to reach us.  If you would like to call and check whether we have received your prescription, please note that our post arrives after lunch each day.


Why do you ask me to email my prescription before posting it?

Providing us with an emailed copy of your prescription allows us to price it accurately for you, confirm that we can supply the medication and it gives us something to work from should your original prescription be lost or delayed in the post.

How long does it take to receive my medication?

Please allow up to 3 working days for delivery of pre-made items and up to 7 days for compounded items after having received both the original prescription and payment.  Should there be a stock issue, we will notify you and provide an approximate date for delivery or offer an alternative, where appropriate.

How do I order a repeat?

If we are holding your original prescription, please call us (03330 504030) or email us to request the repeat to be issued.

Can I order more medication than the doctor has prescribed for me?

The prescription provides the maximum amount of medication that we can supply.  We can supply less medication, however, and you can take the balance at another time.

Do I need a prescription if I have a letter from my doctor?

Yes, we do require a prescription for any medication and cannot accept a letter from your doctor instead. However, we do not require a prescription if the letter recommends supplements or vitamins.

Can you accept a prescription from outside the UK?

For licensed medication, we can accept UK and EU prescriptions.  For unlicensed and compounded medications, we can only accept prescriptions from UK prescribers.  Should you have a prescription that we cannot accept, talk to us and we may be able to connect you to a prescriber who can help.

How do I pay for my medication?

Your prescriber may have already sent us your prescription, in which case you will receive an email containing a payment link to the email address given to us by your prescriber.  If you don’t receive it, try your junk mail folder or call us on 03330 504030.  If you have a paper prescription, we will call you once we receive it so long as you include your contact details with the prescription.  Payment can be made by debit or credit card; we accept Visa, Mastercard and Amex.

When do I pay for my medication?

You need to pay for your medication when you order it and before it can be dispatched.

Why must some prescriptions be ordered within 28 days of being written?

The hormones testosterone and DHEA are controlled drugs and therefore are subject to different rules.  If you have medications containing these on your prescription, you must order them within 28 days of the prescription being signed.  After that, you would need to get a new prescription for these items.  Other items would still be valid.

For how long is my prescription valid?

A private prescription remains valid until the medication is fully taken.  However, if you have had a long gap between taking medications from that prescription or between the prescription being signed and you taking any medication from it, a pharmacist may decide not to supply that medication and may ask for a new prescription, in order to confirm that the clinical need remains.

Can I get a refund for my medication?

Once medication has been dispensed, it cannot be returned or refunded unless it is a defective product or we have dispensed incorrect products.  Medication will not be refunded in the event that there is a reaction or you do not like it or no longer need it.  You can always return your medication to Roseway Labs or to any other pharmacy for safe disposal.


How do I receive my medication?

Medication is dispatched from Roseway Labs using either Royal Mail or an overnight courier. You would be notified of your delivery by email or text and provided updates as to its progress.  If you need to change your delivery options or request the parcel to be left in a safe space, you can do so with the overnight courier but not with Royal Mail.  Other delivery options are available upon request, such as guaranteed delivery, international delivery or same-day courier service.

My medication hasn't arrived; what should I do?

The email or text that you initially received from the delivery company will contain your tracking number.  In the first instance, please go to the relevant system for a status update.  If that status update doesn’t look right, please get in touch with us.

Can I request for my parcel to be left in a safe place?

In most deliveries to mainland UK, this is possible.  Please request it at the time of ordering your medication.

What is my tracking number?

Your tracking number will be emailed and / or texted to you once your products have been dispatched.  We use the email address and telephone number provided to us by your prescriber.

I missed my delivery, can I redirect my parcel?

For most UK mainland deliveries, this is possible and you should be able to do it through the email or text that you are initially sent from the delivery company.  There may be a fee involved if the redirection is to a location in a different area.  Roseway Labs is always on hand to assist, when necessary.

Can you deliver abroad?

We have an excellent international delivery network, however, each country has its own set of Customs regulations.  Some countries allow in medication more smoothly than others and all non-EU deliveries will incur taxes.  Please contact us to discuss further.


What is compounding?

Compounding was the recognised process for making medication until the late 1960s, when the concept of licensing was first introduced.  These days, compounding specifically refers to medications made in a pharmacy under the supervision of a pharmacist, as allowed in the Human Medicines Act 2012.  The advantage of compounding is its flexibility.  Medications are made for a single patient according to the directions written by a prescriber and are therefore truly personalised.

How is compounding regulated?

All pharmacies, including their compounding activity, are regulated by the General Pharmaceutical Council (the GPhC) and subject to annual inspections.  You can check us out here.

Can you make me a customised medication?

Quite possibly, yes!  The considerations are whether we hold or can obtain the raw materials, whether the desired product can be formulated and how urgently you require the medication.  We only work with pharmaceutical-grade powders, we do not crush tablets.  Please be aware that if we are to buy in raw materials specifically for your medication, the cost of the final product will reflect that.  You or your prescriber is welcome to get in touch and discuss this further.

Do all compounds require a prescription?

Yes, all compounds require a prescription, even those that contain only herbal ingredients.

I have an allergy, can you help?

We often hear from patients who are sensitive to certain fillers or ingredients and in many cases, we can help.  Please email us to discuss further.

What ingredients are in your base creams?

We hold a vast array of base creams that contain many different ingredients.  Base creams are usually designed for a specific purpose, such as effective delivery of a particular type of drug into the bloodstream or to retain an active ingredient in the layers of the skin.  The relevant ingredients will be stated in the patient information leaflet that accompanies your medication.

How do you compound medication?

Making a medication requires a clear formulation and method of manufacture, specialised equipment and well-trained technicians.   Compounding takes place in a controlled laboratory environment with good air extraction and workstations set up for the protection of technicians.

Why do you need to use a filler and dye in your capsules?

The quantity of active ingredients in each capsule can be minuscule and it is very important to ensure even distribution of the active ingredient across all capsules.   In order to make this process accurate, fillers are used to provide bulk and dye is used to visually check the distribution.  We cannot currently compound capsules without using fillers and dye, although there may be options available for sensitive patients.

Hormone medication

What is the difference between licensed, unlicensed and compounded hormone medication?

Licensed medication has been approved for sale and marketing in the UK in order to treat a specified condition.  To get to this stage, it has been through years of research, development and clinical trials, which cost many thousands of pounds.

Unlicensed medication has not gone through this process in the UK.  It includes medication licensed in a different country and imported into the UK, licensed medication that is used for a purpose other than the specified condition and compounded medication.

Compounded medication is made in a pharmacy, under the supervision of a pharmacist and is made to order.  This means that preparations are made individually, according to a given prescription, rather than in large batches.


What is the difference between regulated BHRT (rBHRT) and compounded BHRT (cBHRT)?

Body-identical hormones (rBHRT) are no different to bio-identical hormones (cBHRT). The phrase was coined to differentiate between compounded medication (cBHRT) and some BHRT medications that are available as licensed medications through the NHS (rBHRT).

What is the source of your hormone powders?

Our hormone powders are all bio-identical, sourced originally from wild yam, which is then synthesised in a laboratory to create the molecules that are identical to the hormones in the human body.  Compounded BHRT is not a natural product but its active ingredients are molecularly identical to our own, natural hormones.

Do you only supply compounded hormone medications?

Roseway Labs supplies licensed, unlicensed and compounded medication along with a wide range of vitamins, supplements and diagnostic kits.

Which licensed hormone medications are bio-identical?

This list is not exhaustive and includes:  Utrogestan, Cyclogest, Crinone, Estradot, Evorel, Elleste Solo, Femseven, Lenzetto, Ovestin, Oestrogel, Vagifem, IntraRosa, Sandrena, Testim, Tostran, Testogel.

Sequi and Conti patches are usually not bio-identical.

Can you recommend a hormone doctor?

We work with hormone doctors all over the UK.  Please contact us to find a doctor close to you.

How long do my hormone preparations last?

The base cream that we use for our hormone preparations has data to show that it keeps hormones stable for a period of 6 months.  After this, the efficacy of the product cannot be assured.

Additionally, our capsules, troches (lozenges), pessaries and rapid dissolve tablets all have a shelf-life of 6 months.

Thyroid medication

Which thyroid medications do you supply?

We supply many brands of UK licensed thyroid medication including Eltroxin and Teva as well as unlicensed (imported) brands such as Tirosint, Synthroid, Novothyrol, Cytomel, SigmaPharm and Thybon Henning.  Additionally, we supply brands of natural desiccated thyroid, such as Armour Thyroid and ERFA Thyroid.

What brands of natural dessicated thyroid are available?

The only brands that are currently being offered in the UK are Armour Thyroid and ERFA Thyroid.  Nature Throid and WP Thyroid are both out of manufacture pending an FDA investigation.  NP Thyroid is also unavailable to the UK market at present.

Why are some natural thyroid medications unavailable?

The active ingredient in natural desiccated thyroid (NDT) medication is an animal product, usually porcine.  It is therefore very difficult to be precise about the actual quantities of levothyroxine (T4) and liothyronine (T3) in each medication, however, in order to be a medication, these levels must be stated and consistent.  Should the FDA determine that the medications are out of the accepted range for T4 and / or  T3, they stop production until they can be assured of the reliability.  Currently, RLC Labs, the manufacturer of WP Thyroid and Nature Throid has been asked to stop production by the FDA of all its medicinal products because some were found to be lower strength than purported.  NP Thyroid had a similar issue with some of its batches.


Will the NHS prescribe natural thyroid medication?

Usually, the NHS will not prescribe and supply natural thyroid medication, however, an NHS doctor may be happy to prescribe it on a private prescription.

How can I get a prescription for thyroid medication?

If you are under the care of an NHS GP and they do not wish to prescribe privately for you, you can either find a private GP service or book in with our prescriber.  Please note that our prescriber would need to see recent blood tests and evidence of any previous thyroid medications you have taken.

Do you compound thyroid medications?

Roseway Labs compounds thyroid medication using synthetic levothyroxine (T4) and liothyronine (T3) in the form of a suspension or capsules.  This can be useful for patients with sensitivities or who need a non-standard dose.  We can also compound with natural desiccated thyroid (NDT) which is porcine.

Hair loss medication

What is the difference between minoxidil, finasteride and latanoprost?

Minoxidil increases the size of the hair follicle; finasteride reduces the effects of dihydrotestosterone (DHT), a hormone linked to baldness and latanoprost increases hair density.

I'm very sensitive to minoxidil; are there any alternatives that work?

The effects of minoxidil are hard to reproduce, however, depending on the root cause of your hair loss, there may be other ingredients that can help.  For example, if the root cause is hormonal then minoxidil, whilst helpful, won’t be the critical factor.  You may also find that by changing the base of the product, irritation from minoxidil may subside.

What types of hair loss medication do you compound?

We compound hair tonics, foams and capsules with a wide range of different ingredients in our formulary.

Will my hair fall out if I stop taking the medication?

Hair loss medication can halt the decline but cannot stop it.  Once you stop taking the medication, hair loss is likely to resume.

Do you offer anything to make eyelashes and eyebrows grow thicker?

We compound a latanoprost serum, that can be used on eyelashes, eyebrows and even on beard patches.  This product must be refrigerated.

Do your topical medications all contain alcohol?

Most contain some alcohol but many of the bases we offer contain only a very low level.

Can I order a minoxidil preparation without a prescription?

All of our compounded preparations require a prescription.  If you need a prescription for a hair loss product, you can book in with our prescriber.

How do I get a prescription for your hair loss medications?

You can book in to speak with our prescriber.

How long will it take to see results?

One hair loss cycle is six weeks, so to see maximum results can take a number of months.  You should, however, begin to see some results within a few weeks of using your product.

Dermatological medication

Why does my derma cream only have a shelf life of 30 days?

The ingredients in derma creams are inherently unstable unless additional ingredients such as stabilisers and preservatives are used.  As such, the potency of the cream cannot be fully assured past 30 days.

What ingredients are useful to treat my acne?

Adult acne can be treated by topical antibiotics, such as erythromycin and clindamycin alongside ingredients such as salicylic acid, azelaic acid and alpha lipoic acid.  Additional ingredients that can be incorporated include niacinamide, to counter any irritation; spironolactone to block androgens; and zinc, to combat inflammation and reduce oil production.  Compounding offers the flexibility to get a prescription that is precisely the treatment that your skin requires.

What ingredients are useful to treat my rosacea?

Ivermectin is used in the licensed medication Soolantra to treat skin lesions due to rosacea.  For cases where redness is the main problem, azelaic acid can be used, such as the gel Finacea.  It is possible to compound a customised dose of ivermectin and azelaic acid to treat the specific symptoms of rosacea that you may have.

What ingredients are useful to treat my eczema?

Commonly used and effective ingredients for eczema will vary according to need and include: corticosteroids, tacrolimus, coal tar, zinc, hyaluronic acid, antibacterials and antifungals.

What ingredients are useful to treat my hyperpigmentation / melasma?

A synergistic combination of tranexamic acid and vitamin C have been shown to maximise skin brightening and fade-out areas of uneven skin tone and discolouration.  Studies have shown that kojic acid and hydroquinone are highly effective treatments for hyperpigmentation when used in combination.


What ingredients are useful to treat my psoriasis?

Corticosteroids are frequently used to treat psoriasis.  They can be complemented with ingredients such as retinoids, coal tar, tacrolimus, urea and salicylic acid.

What ingredients are useful to treat my ageing skin?

There are many prescription-level ingredients that can help with ageing skin.  Topical hormones such as oestriol, oestradiol, progesterone and pregnenolone can all produce very positive effects.   More classic ingredients such as tretinoin (a retinoic acid), ascorbic acid and azelaic acid can help too.  Other ingredients that can positively impact your skin, depending on its needs, include boswellia, niacinamide (nicotinamide), hyaluronic acid, alpha lipoic acid, melatonin, CoQ10 and vitamins A and E.  There is no end to the combinations that can be created to treat individual needs.

We also like Totally Derma, the bovine collagen drink, for improving your skin from the inside out.

I'm using one of your creams and my skin feels tight, looks red and is peeling. Is this normal?

Yes!  Acids will create redness and peeling whilst in use.  If this is too much, talk to your prescriber about reducing the strength of your cream or try using it every other day until your skin gets used to it.  Remember to always wear a sunscreen whilst using any acids on your skin.

Low dose naltrexone (LDN)

What does LDN do?

Low-dose naltrexone (LDN) is a weakened dose of a licensed medication.  It seems to regulate a dysfunctional immune system, reduce pain and fight inflammation.  Hence, it is frequently used by people looking to manage symptoms of auto-immune disease.

How do I get an LDN prescription?

Should you not have a private prescriber for LDN, you can book in with our prescriber, who will help.

Is it better to take LDN as a liquid or in a capsule?

Whilst this is a matter of preference, ongoing, initially you may find it easier to titrate up to a full dose using liquid because LDN can cause initial symptoms such as vivid dreams and sleeplessness.  Going easy at first can help to manage these symptoms until you have reached stability.  At this point, capsules may be more convenient.

How do I take your liquid LDN?

Shake the bottle before each use.  Measure the required volume using the pipette then release the liquid under your tongue.  Hold it there for as long as possible, ideally close to a minute, then swallow the remainder.  Try not to touch the pipette against your skin, tongue or mucous membranes.

How can I find out more about LDN?

The LDN Trust is a wonderful repository of information.  You can also read the books by Linda Elsegood, who founded the LDN Trust.  The books can be bought here.

Lyme disease medication

Do you make liposomal disulfiram capsules?

At this stage, we do not offer liposomal disulfiram capsules.

Do you make enterically coated disulfiram capsules?

We offer capsules that are designed to resist stomach acid and release their contents into the gut.  This has the same result as using an enteric coating.

Do you supply valaciclovir, aciclovir and celecoxib?

Yes, we can supply all of these medications.

How can I get a prescription for compounded disulfiram capsules?

At present, we do not offer a prescribing service for Lyme Disease treatments.  We may be able to put you in contact with prescribers should you require it.

Using your medication

What do I do if I think I'm having a reaction to my medication?

If it is an emergency, please dial 999.  If it is not an emergency, please contact either your prescriber or one of our pharmacists (03330 504030) to discuss your symptoms and find a resolution.  You may be advised to stop taking the medication whilst a solution for you can be found.

Can I return my medication if I no longer want it?

Once medication has been dispensed, it cannot be returned or refunded unless it is a defective product or we have dispensed incorrect products.  Medication will not be refunded in the event that there is a reaction or you do not like it or no longer need it.  You can always return your medication to Roseway Labs or to any other pharmacy for safe disposal.

How do I apply my compounded hormone cream?

Compounded hormone creams and gels are usually applied externally onto clean, dry and unbroken skin.    The pump should be fully depressed in order to receive one dose of your medication.

Ideally, the cream should be applied to an area of thin, hair-free skin such as your inner arm, shoulder or inner thigh and rubbed in for one minute using your inside wrist.  Always wash your hands before and after use.

How do I take my rapid dissolve tablets?

Rapid dissolve tablets will melt on your tongue or under your tongue in less than a minute.  They should not be chewed or swallowed whole.  The active ingredients will be absorbed in many ways such as through your saliva, your mucous membranes and sublingually.  Always wash your hands before and after use.

How do I take my oral drops?

After shaking the bottle well, take some of the liquid into the pipette provided.  Release the prescribed number of drops into the space under your tongue and then lower your tongue, holding the medication until it is absorbed, which should be less than one minute.  Try to avoid touching anything with the pipette.  Always wash your hands before and after use.

How do I take my lozenges (troches)?

Open the tray of lozenges and twist slightly to release one.  You will see that one side of the lozenge is indented, creating a pattern of quarters.  If you have been prescribed a quarter or half of a lozenge, you will need to cut the lozenge accordingly.  Place the right amount of lozenge in your mouth, where the upper gum and cheek join and leave it there until it is completely absorbed.  This should take 20-30 minutes.  It is best not to eat or drink whilst absorption is taking place. Should some of the medication remain after this time, it is likely that the active ingredients have been absorbed and only the base is left, which can be disposed of.

Lozenges should be stored at room temperature.  At warmer temperatures, they may become a little sticky in which case placing them in the fridge for a short period will make them firmer.  Please do not leave them in the fridge for longer periods of time.  Always wash your hands before and after use.

How do I use my pessaries (or suppositories)?

Pessaries and suppositories look the same but pessaries are inserted vaginally and suppositories are inserted rectally.  After removing it from its mould, the best way to insert either is to use your finger, pushing as far as it will reach.  Your body temperature will melt the medication over 20 minutes.  Please be aware that your body may discharge some inactive ingredients afterwards.

Always wash your hands before and after use.

Diagnostic kits

How can I get a GI Map test?

We can supply the GI Map test with or without Zonulin.  If you work with a practitioner, we can send the results directly to them.  If you don’t, our functional medicine practitioner will interpret your results for you and provide some recommendations for treatment.

How can I get a SIBO test?

We supply the SIBO test and interpretation report with Lactulose or Glucose.  If you work with a practitioner, we can send the results directly to them.  If you don’t, our functional medicine practitioner will interpret your results for you and provide some recommendations for treatment.

How can I get a DUTCH test?

Please call us on 03330 504030 to discuss ordering a DUTCH Test Complete or a DUTCH Test Plus.

Do you offer food allergy testing?

We offer the York Tests for food allergies and intolerances.  Contact us to place an order on 03330 504030.

Why do I need a practitioner report for some tests?

Certain laboratories require trained professionals to interpret the results of their tests and we must abide by this in order to offer those tests to you.

Who is your functional medicine practitioner?

Despina Giannopoulou provides our functional medicine support.  You can read more about her here.

Vitamins & Supplements

Which brands of supplements do you supply?

We offer many brands of supplements, including Designs for Health, Totally Derma, Pure Encapsulations, Thorne Research, Bare Biology, BioKult, and BetterYou.  Please visit our sister shop Gut and Health to see the full range of supplements, or if there is a product you need to order, please call us.


I can't see the brand I like on your website. How can I order it?

Just give us a call on 03330 504030 and we will be happy to help.

How long does it take to receive my supplement order?

Please allow up to one week to receive your order.  Sometimes, supplements are subject to small manufacturing delays, in which case we would notify you.

Do you stock Totally Derma?

We are proud to be stockists of Totally Derma, the bovine collagen drink.  You can order it here.

To discuss your licensed and unlicensed medication requirements, book a call with one of our team today.

Experts in their fields, our pharmacy team will answer your questions quickly