How can we help?
Find answers to common questions, or log in to manage your order, documents and subscription yourself.
Help articles
Our help articles are being updated. The answers below cover the most common questions, or you can contact us.
Who can have treatment?
Am I eligible?
Treatment may be suitable if you are aged 18 to 74 and have a BMI of 30 or more, or a BMI of 27 or more with a weight-related condition such as high blood pressure, high cholesterol, prediabetes or sleep apnoea. Lower BMI thresholds may apply to people from certain ethnic backgrounds. A prescriber reviews your answers and decides whether treatment is safe and appropriate for you.
I'm already on a weight-loss injection or tablet with another provider. Can I switch?
Yes. If you have used a GLP-1 medicine in the last 6 months and have a BMI of 20 or more, you can apply to switch. We will ask for proof of your previous prescription so the prescriber can decide the right dose for you.
What dose will I start on?
First-time orders start with the lowest available dose. To start on a higher dose, you will need to provide evidence of a previous prescription. Your prescriber reviews your progress at each reorder before any change.
Does ordering guarantee a prescription?
No. Placing and paying for an order does not guarantee that a prescription will be issued. If the prescriber decides treatment is not suitable, your payment is refunded in full.
Delivery and reorders
How quickly will my order arrive?
Our prescribers aim to review every order within 24 working hours. Once approved, our partner pharmacy normally dispatches within one further working day. Orders approved before the 11am cut-off are sent by Royal Mail Tracked 24 in discreet, cold-chain packaging that keeps medicine at the right temperature for 48 hours. Delivery times are not guaranteed.
Where can you deliver?
We deliver to UK addresses only. We cannot deliver to PO boxes or parcel lockers.
What if my parcel does not arrive?
If your parcel has not arrived within 7 days, contact us and we will arrange a replacement, subject to prescriber approval.
How do reorders work?
About a week before your next supply is due, we will remind you. Log in, answer a few short questions about your progress, weight, any side effects and other medicines, and choose your dose. A prescriber reviews every reorder.
Payments, subscriptions and your account
When am I charged?
You pay when you place your order. If a prescriber decides treatment is not suitable for you, we refund your payment in full.
Can I pause or cancel my subscription?
Yes. You can pause, resume or cancel at any time from your account. We will ask why you are leaving so we can improve.
How do I get a copy of my prescription, an invoice or a letter for my GP?
You can download your documents from your account at any time.
How do I change my email address?
You can change your email address from your account. We will ask you to verify the new address.
What is the Lotus Patient App?
The app is included with every treatment, or available on its own from £4.99 a month. Use it to track your progress, follow the programme, message our clinical team and join the community.
Privacy
Who can see my health information?
Only the clinicians and staff involved in your care. We never share health information with advertisers, and our messages never include details of your treatment.
Will you contact my GP?
With your agreement, we can send a letter to your GP so your medical records are kept up to date.