About Roseway Labs
Roseway Labs is a specialist compounding pharmacy providing personalised medications tailored to individual patient needs, along with licensed and imported medications.
We work closely with clinics, prescribers, and patients to prepare bespoke formulations that are not available as standard licensed medicines. Our services include compounding, dispensing, and dispatching medications safely and efficiently, in line with GPhC regulations.
We work with UKโregistered prescribers and can process EUโlicensed prescriptions following the required checks.
Our services support patients who need bespoke or hardโtoโobtain medications, as well as licensed and unlicensed medications.
Our independent prescribing service can be used for specificโฏ, previously diagnosed and stable conditions but is not a service to diagnose orโฏmonitorโฏnew conditions
Clinics and prescribers who need a reliable, compliant pharmacy partner, as well as healthcare professionals seeking tailored formulations for specific treatment plans.
Roseway Labs is a registered pharmacy offering a full range of medication options to support personalised patient care, including:โฏย
- Importedโฏand licensed medications to support a range of health conditionsย
- Compounded formulations โโฏbespoke formulations prepared to meet individual patient needsโฏwithโฏspecific strengths, combinations, and ingredientsย
- Vitamins and supplements โ standardised or bespoke formulations for each patient. Our sister site, Gut and Health, also offers a range of premium supplements for Gut Health, Immunity, Energy, Hormones and more
Roseway Labs offers access to a broad range of licensed and imported medications, along with personalised bespoke formulations created to meet individual patient needs. We specialise in compounding a broad range of treatments such as hormones, thyroid, dermatology, hair loss and functional medicine. We also have expertise in low-dose naltrexone (LDN), pain management, allergies and intolerances, nutrition and general medication.
A dedicated Patient Portal for secure uploads, repeat requests, and treatment tracking.
A highly trained team focused on patient safety, accuracy, and regulatory compliance as well as strong clinic partnerships, ensuring smooth coordination between prescribers, pharmacy, and patients.
Consistent support, with Customer Services available to guide patients through every step.
Prescriptions & Orders
We must have a valid private prescription from a UKโregistered prescriber (or an EUโlicensed prescription after checks).
We cannot dispense without a private prescription.
We do not diagnose, prescribe, or alter prescriptions โ this must be done by the prescriber.
Some formulations may have clinical or regulatory restrictions, and we can only prepare items that meet safety and stability standards.
Dispatch times may vary depending on the complexity of the medication and operational days.
Before we can dispense medication, we must verify that the prescription contains all the legally required information to ensure it can be processed safely and without unnecessary delays.
Patient Details: Full name and address. If under 12, age must be included.
Prescriber Details: Name, Clinic address, and professional prescriber number
Date: The date of issue must be present
Medication Information: Generic or brand name or if compounded needs to be documented, as well as form (tablets, liquid), strength, dose, frequency, and total quantity.
Signature: Must be hand-signed in ink (or authorised electronically using our prescriber portal, we do accept signature rx prescriptions).
If any required information is missing it will need to be requested from your clinic or a new prescription submitted. This may result in delays to the order. For more information, please see the Patient Portal and Requesting a quote sections.
Why must some prescriptions be ordered within 28 days?
Prescriptions that contain controlled medicines such as testosterone or DHEA, must be dispensed within 28 days of the date they were signed. This is a legal requirement under UK controlledโdrug regulations. After 28 days, the pharmacy cannot legally supply these items, and you would need a new prescription. Any nonโcontrolled items on the same prescription remain valid for 6 months.
How long is my prescription valid for?ย
For nonโcontrolled medicines, a prescription is valid for 6 months (around 180 days) from the date it was written. A private prescription technically remains valid until the full quantity has been supplied, but if there has been a long gap since you last took the medication, or since the prescription was issued a pharmacist may refuse to dispense it. This is for clinical safety, to ensure the medicine is still appropriate and intended.ย
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Each item follows its own rule. The controlled drug expires after 28 days, while the nonโcontrolled medicines remain valid for 6 months.
Once your order is confirmed, it moves straight into processing.โฏ
Please allow up to 5 working days until it is dispatched. The majority of our orders are dispatched sooner than this. Please also keep in mind that we are not operational on weekends or on bank holidays, which may impact processing and delivery times.โฏ
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If you are concerned about running low on medication or need your order by a specific date, please contact our Customer Service team at info@rosewaylabs.com.ย
When contacting us, it is helpfulโฏto let us know how much medication youโฏhave remaining and whether you have any upcoming travel plans.ย ย
We do offer alternative delivery options at anโฏadditionalโฏcost, andโฏweโreโฏalways happy to discuss the best way to meet yourโฏtimeframe.โฏWeโllโฏ always do our best to support you and help ensure you receive your treatment when you need it.โฏย
We recommend placing your order at least 7 working days in advance. This gives us enough time to prepare your medication, complete any necessary checks, and make sure everything is ready for dispatch. The process is often quicker, but allowing a full week helps ensure you never run out.ย
Some medicines, particularlyย unlicensed or compounded formulations, may require additional preparation time or may occasionally be subject to stock availability.
Ordering early gives us time to let you know about any alternatives if needed, and to make, dispense, and ship your medication without delays and ensure you don't run out of treatment. If your order is urgent, please contact customer service at info@rosewaylabs.com so we can support you promptly.ย
We understand that privacy is important. All orders are sent in discreet plain, unbranded packaging (unless your clinic specifies with their branding) with no indication that the parcel contains medication. The only information displayed on the outside of the package is the shipping label with the recipientโs name and address. There are no medical references, product details or anything visible on the exterior of the parcel that would reveal whatโs inside. Itโs designed to look like any ordinary parcel, so you can receive medication with confidence and discretion.ย
Please allow up to 3 working days for delivery of pre-made items and up to 5 days for compounded items after having received both the original prescription and payment.ย Should there be a stock issue, we will notify you and provide an approximate date for delivery or offer an alternative, where appropriate.ย
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 โ usually white.ย The final product will resemble a light cream but will still act as a gel.ย
This guide outlines common issues you may experience with your Mounjaroยฎ KwikPen, the troubleshooting steps you can try before contacting the manufacturer, and the situations where you should stop troubleshooting and seek further assistance. Following this guidance can help you identify and resolve simple problems safely and ensure you know when professional support is needed.ย
Before completing your order, please take a moment to ensure everything is correct. This helps us process your medication smoothly and avoid delays:
Check that your delivery address is correct and up to date.
This ensures your medication reaches you without interruption.
Make sure your contact details are accurate.
This allows our team or the courier to reach you if needed.
If your order is being delivered overseas and you have a local phone number for the destination country, please provide it to us so the courier can contact you if needed. For example, if your delivery is to France and you have a French phone number, please share it with us.
Let our Customer Service team know about any timelines.
If you are running low, have run out, or have upcoming travel plans, please inform us so we can monitor your medication in the lab and prioritise dispatch where appropriate.
Review your order before making payment.
If anything doesnโt look quite right, please get in touch before completing your purchase.
If you have any concerns or notice an error, please contact your clinic or the Roseway Labs Customer Service team at info@rosewaylabs.com. We can help resolve any issues before the order becomes nonโrefundable, as all medications and bespoke treatments are made specially for you.
Once an order has been dispatched, we have limited ability to make changes, so checking everything beforehand gives you the best experience.
Updating your details
Itโs essential that you keep your personal and delivery details accurate, as we can only work with the information you provide. You are responsible for ensuring that your contact and delivery information is correct, not Roseway Labs. If any details are inaccurate or out of date, this may delay your order or prevent successful delivery.ย
If medication is returned to us, it cannot be reโdispensed. All returned medication must be safely destroyed and cannot be reissued, in line with pharmacy regulatory requirements. In these circumstances, a new prescription will be required, and the medication will need to be paid for again.ย ย
You can update your delivery address directly when placing your order. The system will let you enter a new address at checkout.ย
For changes to your phone number, email address, or home address, please email info@rosewaylabs.com ahead of time so we can update your account before your next order is processed.
Yes, please also inform your clinic of any changes to your personal contact details. This ensures your prescription and your pharmacy records match, preventing delays or errors.
Patient Portal
The Patient Portal is designed to make managing your treatment simple and convenient. Through the portal, patients can:
- View all current and past prescriptions
- Request repeat prescriptions when they are due
- Track when they need to contact their clinic for their next prescription
- Keep a clear overview of their treatment timeline
This helps ensure patients stay on top of their treatment and never run out unexpectedly.
Why are KYC checks needed?
KYC (Know Your Customer) checks are an important part of protecting patients and their personal information. They allow us to:
- Confirm the identity of the person accessing the portal
- Protect sensitive medical information
- Ensure prescriptions and treatment details are only shared with the correct individual
This extra layer of verification helps us maintain secure, accurate communication throughout your treatment journey.
Patients can use our secure Patient Portal to upload their prescriptions and request a quote.
You can log in using your email address and complete the quick KYC (know your customer) checks, which help ensure your information is shared securely with the correct person.ย
Once your prescription is uploaded, our Customer Services team will contact you within 48 hours, excluding nonโoperational days. Please log on to the portal to view any updates.
Delivery
Our primary courier service is Royal Mail. We can also use DHL upon request, we will provide a quote upon request for this service.
Please note:
- DHL does not deliver on weekends.
- An express service is available with Royal Mail, but this applies only once the medication is ready for dispatch; it is not a guaranteed 24โhour turnaround.
To help us support you, please contact our Customer Services team on 0333 050 4030 or email info@rosewaylabs.com if you are running low on medication, have run out, or have upcoming travel plans. This allows us to monitor your medication in the lab and ensure it is dispatched to you in good time.
|
Shipping methodโฏย |
Order Value (Type)โฏย |
Costโฏย |
|
Royal Mail Tracked24โฏStandardย |
ยฃ75.01 and aboveโฏย ย |
FREEโฏย |
|
Royal Mail RM48 Economic*โฏย |
ยฃ75.01 and belowโฏย |
ยฃ3.96ย |
|
Royal mail RM24 Standard*โฏย |
ยฃ75.01 and belowโฏย |
ยฃ4.98โฏย |
|
Cold Chainโฏย |
Medication requires to be refrigerated during transitย |
ยฃ13.96โฏย |
|
Royal Mail Express โ Next Day Deliveryย |
Once dispatched, arrives next day pre 1 pmย This is an express delivery option with Royal Mail, not a same-day next-day delivery optionย |
ยฃ10.98ย |
|
Royal Mail Express- Next Day Delivery 9 amโฏย |
Anyโฏย |
ยฃ30โฏย |
|
Same day courierโฏย |
Anyโฏย |
Email for quoteโฏโ will check if possibleย |
Please note:โฏ
- Royal Mail Tracked48 aims to deliver within 2 working days from the dateโฏyour order is dispatched from Roseway Labs. This is notโฏa 48-hour service
- Royal Mail Tracked24 is our standard delivery and is freeโฏdeliveryโฏfor orders over ยฃ75.01. Thisโฏoptionโฏaims for next-day delivery but does not guarantee it.โฏ
- Royal Mail Express - Next Day Delivery 1 pm/ 9 am; including weekends. Royal Mail now deliver throughout the week; this means that your order can be delivered any time on a Saturday or a Sunday. This option is an express delivery option once your medication has been dispatched from our end.
- Cold-chain medication means medicine that must be kept within a specific temperature range during storage and delivery. This is how our weight loss pens are sent inโฏtemperature-controlled packaging, insulated packaging designed to keep them at the correct temperature throughout their journey to you.
Yes, Roseway Labs can arrange international deliveries for certain medication only. Shipping costs vary depending on the destination and the type of medication being sent.ย
To receive a personalised quote, please email info@rosewaylabs.com with your full delivery address. Our team will confirm availability, shipping options, and pricing for your location.ย
Please be aware that international deliveries must comply with the regulations of the destination country, which may affect what we can supply and how it can be shipped.ย
We donโt send coldโchain medications on Fridays because Royal Mail cannot reliably guarantee Saturday delivery. If the parcel is delayed within Royal Mailโs delivery network, the medication may not remain within the required temperature range, which could affect its quality and make it unsuitable for use. To protect the medication and patient safety, we dispatch cold-chain items Monday to Thursday to reduce the risk of a weekend delay.
We can dispatch on a Friday if you choose to take the risk, but we strongly advise against it. If the parcel is delayed and arrives outside the safe temperature range, the medication may no longer be usable. Any Friday dispatch would be entirely at your own risk, and we cannot replace items affected by delivery delays. A new prescription and order will need to be placed and paid for.
Shipping medication internationally depends on the medication, the destination country, and local import regulations.ย
Not all medicines are eligible for international shipment. Certain products, including controlled drugs and some temperature-sensitive medicines, cannot be sent overseas.ย
Patients are responsible for ensuring that their medication can be legally imported into the destination country and for paying any customs duties, taxes, or clearance fees. Roseway Labs cannot guarantee that shipments will clear customs and is not responsible for delays, confiscation, or returns by overseas authorities.ย
If you are considering international delivery, please contact our team at info@rosewaylabs.com before placing your order so we can advise whether shipment may be possible.ย
If your medication is returned to us by the postal carrier, it cannot be resent. This is due to strict regulatory guidelines that govern the safe storage and handling of medication.ย
Once medication leaves the pharmacy, we can no longer guarantee that it has been stored correctly (for example, temperature and humidity conditions). For this reason:ย
- Returned medication cannot be reused or reโdispensed, even if the packaging is unopened and sealed.ย
- Regulations prohibit pharmacies from reโdispensing any medication that has left their control.ย
- Returned items also carry a risk of contamination or tampering, which makes them unsafe to supply again.ย
If your order has been returned, you will need to contact your doctor to issue a new prescription so that a replacement order can be processed.ย
To help avoid this situation ensure your delivery address and contact details are correct when placing your order with your doctor.ย
If you are unsure, you can confirm your details with our Customer Service team at info@rosewaylabs.com before making payment.ย
Keep an eye on your tracking information and rearrange delivery or collection promptly if needed. Because your medication is prescriptionโonly and bespoke, it must be signed for on delivery, and once dispatched, we have limited control over the parcel.ย
Please allow up to 3 working days for delivery of pre-made items and up to 5 days for compounded items after having received both the original prescription and payment.ย Should there be a stock issue, we will notify you and provide an approximate date for delivery or offer an alternative, where appropriate.ย
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.ย
As soon as your medications are dispatched by us, you will receive the tracking details directly from Royal Mail to your registered contact details. Please update the tracking information on Royal Mailโs website if you experience any issues with your delivery, or if you miss your delivery attempt. Our Customer Service team at info@rosewaylabs.com is also available to guide and support youย
Please note cold-chain medications cannot be rescheduled for delivery due to the nature of the product, and if returned to us, we will have to safely dispose of it. A new prescription and order will need to be placed and paid for.
Please remember:ย
- You will have full tracking information from Royal Mail for your order. This allows you to rearrange delivery directly with the courier.ย
- Your parcel may be held at a local depot (not always your nearest sorting office).ย
- You can arrange redelivery for a more suitable date or request collection from a designated point. Missed deliveries can only be rescheduled by you with the tracking details you receive from Royal Mail, or the paper slip left by the delivery driver.ย You may have to wait until the evening until you can book a redelivery.ย If the shipping address is incorrect, you may be able to schedule a delivery to a collection point via Royal Mail. Please follow this link for more information: Redelivery โ Royal Mail Group Ltdย
- If these steps are not taken and the parcel is returned to us, this is not considered a Roseway Labs error.ย
Returned medication cannot be reโdispensed under medication safety regulations.ย
If your order is returned because the delivery was not rearranged or collected, you will need to place a new order and pay for your medication again.ย
Please note that your medication is prescriptionโonly and bespoke, made specifically for you. It must be signed for on delivery, and once dispatched, we have limited control over the parcel.ย
If you are unsure about your delivery status or need help understanding your tracking information, please get in touch; weโre here to help.ย
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.ย 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 youโre running late, please call our office on 03330 504030 and we will inform the prescriber.ย 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.ย 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 ยฃ55 (initial consultation) or ยฃ35 (repeat consultation).
Firstly, do check your appointment details to confirm that you have the correct date and time โ it does happen!ย If all is well, please allow up to 15 minutes, in case our prescriber is running late.ย If you still havenโt 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.ย The email will contain a link for you to make payment.ย 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.ย ย It is then checked and released by a pharmacist before being dispatched.ย 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.ย 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.ย 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.ย 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).ย The cost is ยฃ60, which must be paid before the appointment.ย Standard terms and conditions apply.
We have a 24-hour cancellation policy.ย 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.ย 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.ย We hope you understand.
We do not prescribe hormones because we are not in a position to actively monitor patients using hormone replacement therapies.
Refunds, Returns, & Complaints
If you believe there may be a fault or issue with your medication, please contact us straight away so we can look into it. Please do not use anything that does not look right.ย
When you get in touch, we will ask you a few questions first. This helps us understand the situation quickly and often allows us to resolve simple issues at first hand without needing the item returned.ย
To support our investigation, we may also ask you to provide:ย
- Photos or videos showing the batch number and expiry dateย
- Images of the issue you have noticedย
- Information about when the issue occurredย
- Details on how the medication has been storedย
Because it is difficult to assess potential faults online, we may need the medication returned to us to ensure you have the correct item and that everything is in order.ย
Once we have reviewed the information and, if needed, received the item back, we will determine whether a replacement is appropriate.ย
Important information:ย
- If we replace your medication, the original item must be returned within 14 days of the replacement being dispatched.ย
- If the original medication is not returned, a charge will be made for the replacement.ย
- If our investigation finds no fault with the medication at the time of receipt, the replacement will also be chargeable.ย
We cannot return the original item to you. This is prescription only medication, not a retail product, and once dispensed it cannot be sent back to a patient under regulatory and safety guidelines.ย
We appreciate your cooperation in helping us ensure your treatment is safe, effective, and handled in line with all required regulationsย
Once your medication has been dispensed, it cannot be returned or refunded unless an incorrect item has been supplied or it is confirmed to be defective. This is because once medication leaves the pharmacy, its safety and storage conditions can no longer be guaranteed.ย ย
For this reason, it cannot be reused, resold, or reโissued to any patient.ย
Pharmacy and medicines regulations require that any medication leaving the pharmacyโs control must be destroyed, as we cannot verify how it has been stored or handled outside of the pharmacy. If a replacement is needed, it will need to be reissued as a new prescription and paid for again. To help avoid delivery issues that may lead to returns, please ensure Roseway Labs and your prescriber has your correct contact details and delivery address before completing your order.ย
Medication cannot be refunded if you experience a reaction, decide you no longer want it, expired, or feel you no longer need it. These situations do not qualify for a refund because the medication has already been dispensed against a valid prescription. If you have unwanted medication, you are welcome to return it to Roseway Labs or to any community pharmacy for safe disposal.ย
Weโre really sorry to hear if youโre unhappy with any part of your experience. Our Customer Service team is here to listen, support you, and resolve any concerns as quickly as possible.ย
If you would like to raise a complaint, please contact us as soon as you can at info@rosewaylabs.com. Sharing all the details of your complaint as early as possible helps us investigate thoroughly and put things right wherever possible.ย
Your feedback genuinely matters to us โ it helps us improve our service and ensures we continue to provide the best possible care.ย
Have a question you can't find an answer to on the site?
Please get in touch with our customer service team who will help assist you.
