Frequently Asked Questions
Prescriptions
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.
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.
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.
If you are running low on medication or planning to travel, please contact our Customer Service team at info@rosewaylabs.com. We'll be happy to discuss how we can ensure you receive your medication in time, including any available express delivery options.
If we are holding your original prescription, please call us (03330 504030) or email us to request the repeat to be issued.
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.
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.
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.
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.
You need to pay for your medication when you order it and before it can be dispatched.
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.
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.
If you believe there is an issue with your medication, please contact us as soon after receiving it as possible. We will investigate the matter thoroughly and may require photos, video and / or the medication returning to us. If we replace your medication, you must return the original medication within 14 days or a charge will be made. If our investigation finds there was no fault with the medication at the time of receipt, a charge will be made for any replacement.
Our gel base is clear, however, once we add powder to create your compounded medication, the gel will take on the colour of the powder that has been added – usually white. The final product will resemble a light cream but will still act as a gel.
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.
Returned products cannot be resent as there are strict guidelines regarding the safety and storage conditions of the medication. Medication will need to be reissued and paid for. To avoid this please ensure that Roseway Labs has your correct contact details and delivery address.
Returned products cannot be resent as there are strict regulatory guidelines regarding the safety and storage conditions of the medication. The medication will need to be reissued and paid for. To avoid this situation occurring, please ensure that Roseway Labs has your correct contact details and delivery address at the time of ordering.
Our aim is to make every customer happy. Should this not be the case, we welcome your feedback. Don't hesitate to contact us at 03330 504030 or info@rosewaylabs.com and allow us to address or resolve your issue.
Appointments
If you are based in the UK and have provided a UK phone number, you will be called on this number at the appointed time.
If you are based overseas, you will receive an invitation to a Google Meet call. Please check your email before the appointment and be ready on the call prior to its commencement.
Patients requesting hair loss treatments and in other situations that require a visual examination, Google Meet video conferencing will be used.
Instructions regarding the consultation form will be provided to you once your appointment is confirmed.
Yes, Roseway Labs can ship medication internationally. However, patients are responsible for ensuring the medicine is permitted in their destination country and for complying with local import regulations.
Roseway Labs cannot be held responsible for customs delays, confiscations, or returns. No refunds or reshipments will be made for medications affected by customs issues or external factors beyond our control.
We recommend checking with us before booking your appointment or processing payment to understand your needs.
To be prescribed thyroid medication, SIBO treatment or any other treatment for an infection, you would need to provide test results. If you are looking to change your thyroid medication, your test results must be from the previous 3 months, otherwise, 6 months is accepted.
It would be useful to provide details of any previous medications to the prescriber.
If you have a prescription written by a non-UK prescriber, please send a copy of it when you return the consultation form.
You will be given full information about how to provide your test results once your appointment is confirmed.
We prescribe for the following conditions:
- Hypothyroidism, where recent blood tests are available
- Infections of the gut or other microbiomes
- Hair loss
- Varied conditions that require low-dose naltrexone
We do not prescribe hormones, opioids or unusual treatments for serious diseases.
If you’re running late, please call our office on 03330 504030 and we will inform the prescriber. Whilst we will always try to accommodate slight delays, due to the tight scheduling of the appointments if you are more than 5 minutes late, it may be necessary to rebook your appointment. In these circumstances, we treat it as a cancellation and you would be required to rebook for another time and again pay the consultation fee of either £55 (initial consultation) or £35 (repeat consultation).
Firstly, do check your appointment details to confirm that you have the correct date and time – it does happen! If all is well, please allow up to 15 minutes, in case our prescriber is running late. If you still haven’t had any contact, please get in touch with us at info@rosewaylabs.com or on 03330 504030.
After the consultation, the prescriber will create your prescription on our eRoseway prescribing portal, which prompts an email to be sent to you explaining the medication you have been prescribed and its cost. The email will contain a link for you to make payment. Once paid, your order is picked up by the pharmacy team and your medication is dispensed, ordered or sent for compounding, depending on what it contains. It is then checked and released by a pharmacist before being dispatched. Most of our deliveries are made within one working day, although there is some variability depending on where you live and the demand experienced by delivery networks at that time. Overall, please allow 3-5 working days to receive your medication from the date of your consultation.
Please note that the prescriber can only create your prescription once they have received all relevant information, including your consultation form and any test results.
Typically, you should receive your medication within two to three working days from when you paid for it. Once the prescription has been created, you will receive an email requesting this payment.
If you have recently had a prescription from us, you are running out of medication and no appointments are available within your timeframe, we may be able to offer you an emergency appointment. These slots are limited.
Please email us as soon as possible to make this request. You must have recent blood or diagnostic tests, where relevant.
If we can offer an emergency appointment, you will be seen on the next consulting day (always a Wednesday). The cost is £60, which must be paid before the appointment. Standard terms and conditions apply.
We have a 24-hour cancellation policy. This means that if you cancel your appointment within 24 hours of it being scheduled to take place, your consultation fee will not be refunded. This is because it is unlikely that we will be able to fill the slot at that notice.
The cancellation policy also applies if you fail to turn up for your appointment or are more than 5 minutes late for it. We hope you understand.
We do not prescribe hormones because we are not in a position to actively monitor patients using hormone replacement therapies.
Delivery
We use Royal Mail as our main delivery service and provide the following options:
Standard if orders are £50.01 and above - £ Free
Standard if orders are £50 and below = £4.98
Cold Chain = £13.56
Next Day Delivery 1 pm = £10.98
Next Day Delivery 9 am £30
Royal Mail Tracked48 = £3.96 Please note this is 2 working days from the date of dispatch. (This option is not a 48 hours dispatch).
Royal Mail Tracked24 as standard. Please note this option aims next day delivery but does not guarantee it.
Delivery timescales are from the point of dispatch, not the point of placing an order.
Please note that we do not send out medication in cold chain packaging on Fridays. This is due to the difficultly in guaranteeing Saturday delivery.
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.
If you are running low on medication or planning to travel, please contact our Customer Service team at info@rosewaylabs.com. We'll be happy to discuss how we can ensure you receive your medication in time, including any available express delivery options.
Yes, Roseway Labs can ship medication internationally. However, patients are responsible for ensuring the medicine is permitted in their destination country and for complying with local import regulations.
Roseway Labs cannot be held responsible for customs delays, confiscations, or returns. No refunds or reshipments will be made for medications affected by customs issues or external factors beyond our control.
We recommend checking with us before booking your appointment or processing payment to understand your needs.
If you have any issues or queries regarding your delivery please call our helpful customer service team on 0333 050 4030.
Returned products cannot be resent as there are strict guidelines regarding the safety and storage conditions of the medication. Medication will need to be reissued and paid for. To avoid this please ensure that Roseway Labs has your correct contact details and delivery address.
If you miss your delivery, Roseway Labs is not responsible for the missed delivery. It's important to ensure that you or someone authorized to receive the delivery is available at the designated address during the expected delivery time. We understand that unexpected situations can arise, but please note that missed deliveries are beyond our control.
For cold chain deliveries scheduled for the next day, it's essential to plan ahead. If you know you won't be available at home, please provide an alternative delivery address where someone can accept the delivery on your behalf. While we understand that this may involve some inconvenience, it's important to note that we are not liable for any issues arising from missed cold chain deliveries.
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