FAQ's - Slimming Direct

Treatments & Medication

Our Weight Loss Programme combines continuous clinical guidance and expert recommendations with weight loss medications.

By focusing on the crucial aspects of weight management, you will have the resources to help you attain sustainable weight reduction.

The Raylane Weight Loss Programme is constructed to assist individuals who are overweight or obese in attaining a healthier weight. Our clinicians will evaluate your eligibility for the programme on an individual, case-specific basis.

Find details on our weight loss programme page.

As a healthcare provider, we uphold the highest standards of quality and safety. All of our medications have undergone extensive research and are evidence-based. Semaglutide and tirzepatide have both been approved for the long-term management of obesity. Clinical trials also demonstrated that both these medications lowered the risk of adverse cardiovascular events, including a heart attack or stroke.

Our clinicians will collaborate with you to determine the ideal duration for you to remain on the prescribed medication based on your individual circumstances.

The most common side effects of GLP-1 medications are gastrointestinal, including nausea, diarrhoea, abdominal pain, and constipation. These side effects typically subside as your body acclimates to the medication. For a comprehensive list of side effects, including the less common ones, always refer to the Patient Information Leaflet.

The duration of results can vary depending on the individual, but healthy weight loss is a gradual process. Maintaining weight loss is one of the greatest challenges when it comes to achieving weight goals, which is why the Raylane programme incorporates behaviour modification. Our programme focuses on crucial aspects of health, including nutrition, exercise, and mindset.

Mounjaro is a medicine called Tirazepatide. Mounjaro works on two hormone pathways, GIP and GLP-1, these are involved in appetite and blood sugar regulation. By activating these pathways, tirzepatide can help you feel fuller, feel less hungry and experience fewer food cravings, which can lead to reduced food intake and weight loss. It also helps regulate blood glucose and improve insulin sensitivity.

Mounjaro is intended to be used alongside a reduced-calorie diet and increased physical activity, and treatment should be used as prescribed by your healthcare professional.

Weight regain is possible after stopping any weight loss medication, especially if lifestyle changes are not maintained. That’s why we encourage healthy eating, physical activity, and ongoing support alongside your treatment.

The duration of treatment varies by individual. Some people may use it for a few months, while others may benefit from longer-term use. Regular check-ins with your prescriber will help determine what’s best for your health goals.

Yes, switching may be possible if clinically appropriate. Our prescribers can help determine if a switch is right for you based on your weight loss progress, side effects, and overall health.

If you vomit shortly after your injection, do not take an extra dose. Continue with your next scheduled injection. If this happens frequently, contact our clinical team for further advice.

The safety and effectiveness of Mounjaro and Wegovy in pregnant and breastfeeding women have not been definitively established through clinical research.

Animal studies have indicated the potential for adverse effects on the developing fetus, so these weight loss medications should not be used during pregnancy or while breastfeeding.

For women of reproductive age, reliable contraception is recommended throughout the duration of treatment with Mounjaro or Wegovy.

These medications can help regulate appetite and reduce cravings, which may make emotional eating easier to manage. However, they do not directly treat underlying emotional triggers. Consider pairing treatment with behavioural support for best results.

No fasting is required before using these medications. However, eating a lighter meal beforehand may help reduce any nausea, especially when starting the treatment.

Absolutely. In fact, regular exercise enhances the effectiveness of both treatments. Just listen to your body—start gently and build up your routine as your energy and tolerance improve.

It depends on your individual circumstances. You must inform our clinical team if you’re undergoing fertility treatments or trying to conceive, as adjustments to your weight loss plan or medication may be required.

Moderate alcohol consumption may be safe, but both medications can cause nausea and affect blood sugar levels. Speak with your prescriber to ensure it’s safe based on your personal health profile.

Yes, you can pause your treatment in consultation with our clinical team. We recommend speaking with one of our prescribers to ensure it’s safe to stop and resume later, as treatment interruption may affect your progress.

Yes, it is possible to transition to Mounjaro; however, this requires a consultation with one of our clinicians. To discuss switching from Wegovy to Mounjaro, you can arrange a call HERE. This process is highly personalised and must be tailored to each individual.

Our weight loss programme is offered as a subscription service, with deliveries scheduled every 28 days. The cost of the programme depends on the specific medication and dosage strength prescribed. Higher strength pens of Mounjaro and Wegovy are priced at a premium compared to the lower strength options. To view our pricing please click here.

While we respect and value the care provided by your GP, Slimming Direct only dispenses medication based on prescriptions issued by our own in-house prescribers. This ensures a consistent, safe, and fully regulated approach to your treatment.

Why we follow this policy:

Consistency: All treatments follow our internal clinical protocols.
Safety: Our team can thoroughly assess your full health profile before prescribing.
Regulatory compliance: Online prescribing must meet strict UK pharmacy regulations.
End-to-end care: We provide full clinical oversight, including follow-ups and any necessary dosage adjustments.

Already have a GP prescription?

If you’re already on GLP-1 medication like Mounjaro or Wegovy, you may be able to continue at your current dose through Slimming Direct—pending a clinical review. We recommend completing our quick online consultation, so our team can determine whether our programme is right for you.

At Slimming Direct, your safety is our top priority. While we aim to support as many people as possible on their weight loss journey, certain medical conditions may make some of our treatments unsuitable.

Our Review Process

Once you complete your online consultation, our Clinical Team will carefully assess your medical history to ensure any treatment we offer is both safe and appropriate for you.

Conditions That May Affect Eligibility

You may not be eligible for certain treatments if you have a history of or currently experience:

Liver, kidney, or heart failure
Pancreatitis
Multiple endocrine neoplasia type 2
Cancer
Type 1 diabetes or diabetic retinopathy
A personal or family history of medullary thyroid cancer
Eating disorders such as anorexia or bulimia
Gallbladder issues
Inflammatory bowel disease or gastroparesis
Allergies to the active ingredients or any excipients in our medications

Why These Restrictions Exist

These criteria are based on clinical safety guidelines to ensure our treatments are suitable and medically sound. Our goal is to deliver safe, effective support without compromising your health.

What If I’m Not Eligible?

If our treatments aren’t a fit for you, that doesn’t mean your journey ends. We recommend speaking with your GP or another healthcare provider to explore alternative weight loss options that may be more appropriate for your needs.

Need Advice?

If you’re unsure about your eligibility or want to discuss a specific condition, our Patient Care Team is here to help. Reach out via our Support page, and we’ll guide you through your options with care and confidentiality.

Orders & Shipping

Orders approved before 3pm (Mon–Fri) are shipped the same day for next working day delivery.

Orders approved on a Friday before 3pm will be dispatched the same day.

Orders will be approved and shipped on the next working day

At present, due to prescribing regulations, Slimming Direct is only authorised to prescribe and deliver treatments to addresses within the United Kingdom.

If you’re currently undergoing treatment with Slimming Direct and have an upcoming trip outside the UK, we can adjust your delivery schedule to ensure your medication arrives before you leave—or after you return.

Just contact our Patient Care Team through the Support page and let us know:

Your travel dates
Your preferred delivery date

We’ll do our best to accommodate your request and keep your treatment on track.

While we currently only ship within the UK, we’re actively exploring ways to expand our services to support more people on their weight loss journey—wherever they are.

Let me know if you’d like this adapted for use in confirmation emails or an account notification message.

Yes, you can bring your injection through airport security, but be sure to keep it in its original packaging with the prescription label still attached. It should also be placed in a clear, plastic bag along with your needles.

Yes, you can travel with your Slimming Direct medication. However, it’s important to check the specific medical regulations of the country you’re visiting.

To avoid any issues at customs:

Keep your medication in its original packaging
Carry a doctor’s note or prescription confirmation
Check with the embassy or official health authority of your destination for any restrictions

If you need help obtaining documentation for travel, our team is happy to assist.

Once your treatment has been approved by our prescribing team, our pharmacy begins preparing and packing your order for dispatch.

When your order is collected by the courier, you’ll receive an email from Slimming Direct along with a tracking link from our delivery partner. This usually arrives later in the evening, so don’t worry if it’s not in your inbox before 5 PM.

You can track your parcel using the link provided, or by visiting the DPD or Royal Mail website—depending on which courier you selected during checkout.

If you haven’t received tracking details within two days of your order being approved, please check your spam or junk folder. Still unsure? Reach out to our Patient Care Team through the Support page, and we’ll be happy to help.

What if this is my first order?

If this is your first order, start by checking your inbox for an approval email from Slimming Direct. If you haven’t received one, your order may still be under review by our Clinical Team.

You can also log in to your patient account to check the status of your order at any time. And remember to check your spam folder—important emails sometimes end up there.

Account Refunds & Returns

At Slimming Direct, your health and safety come first. Our returns policy is designed to comply with UK regulations around prescription medicines, while still offering the best support possible throughout your treatment journey.

Prescription Medications

Order Cancellation: You may cancel your order before your prescription is approved by our clinical team.
After Approval: Once your prescription is approved, we are unable to cancel or accept returns for prescription treatments.

This follows UK law, including the Consumer Protection (Distance Selling) Regulations, which exclude prescription items due to their personalised nature and potential to deteriorate.

Non-Prescription Products

You can return non-prescription items within 14 days of purchase.
Items must be unopened and in their original packaging.
To start a return, please contact our Patient Care Team via the Support page to request a returns label.

Our Commitment to You

While we can’t accept returns for prescription treatments, our Clinical Team is here to answer any concerns you may have. We’re committed to ensuring you feel fully supported throughout your experience with Slimming Direct.

At Slimming Direct, we take great care to ensure your order arrives in perfect condition. However, if your treatment is damaged or faulty when it arrives, we’re here to help. Please follow these steps:

1. Get in touch quickly

Timeframe: Contact us within 10 days of receiving your order
How: Reach out through the Support page
Include: A clear photo showing the damage or issue

2. Provide the key details

In your message, please include:

Your order number
A short description of the issue
The date the item was received

3. Hold on to the item

Please keep the damaged or faulty product for now—we may need it for review or return.

4. What happens next

Our team will assess your case and respond promptly. If a return is necessary, we’ll send you a free returns label.

We sincerely apologise for any inconvenience and will do our best to resolve the matter quickly and fairly.

If your full refund was processed within 3 working days of the original charge, you might not see it listed separately on your bank statement. In these cases, the original charge is simply removed from your statement. Please check to see if the initial payment is still showing.

If it’s been more than 10 working days, the charge is still visible, and you haven’t received your refund, please get in touch with our Patient Care Team through the Support page—we’ll be happy to look into it for you.

We provide several payment methods for your convenience:

Major debit cards
Credit cards (Visa and MasterCard)
Klarna

For those on monthly, your payment details are securely stored to allow for seamless automatic payments on future orders.

Yes, your payment security is our top priority.

All transactions are processed through a secure payment platform.
We do not have access to view your full card details.
You can update your billing information anytime by navigating to Account Details in your Account settings.

To view the price of your next order:

Log in to your account.
Navigate to Account.
Select Manage Plans.

This will display the amount of your upcoming payment as well as details of your current treatment.

If your payment doesn’t go through:

We’ll reattempt the charge every 5 days over a 28-day period.
If payment remains unsuccessful after 28 days, your subscription will be cancelled.

To update your payment information, follow these steps:

Log in to your Account and select “Account Details.”
Click “Change” next to your existing payment method.
Enter or update your card details as needed.

Account Management

With Raylane, you can access our services whenever and wherever it’s convenient for you. Simply log in to your online account from your smartphone, computer, laptop, or tablet. Our user-friendly platform makes it easy to get the healthcare support you need, on your own schedule. With Raylane, you’re in control of your healthcare journey.

We know how frustrating login issues can be, but don’t worry—Slimming Direct is here to help. If you’re having trouble signing in, try the steps below:

Troubleshooting Tips

Double-check your login details: Make sure you’re using the correct email and password (remember, passwords are case-sensitive).
Look for typos: A small error in your email address can block access.
Clear your browser’s cache and cookies: This often resolves common login issues.
Try a different device or browser: Sometimes switching devices helps.
Reset your password: Use the ‘Reset Password’ link on the login page. If you don’t see the reset email, check your spam or junk folder.

Still can’t log in?

If none of the above works, our Patient Care Team is here to assist you. Just reach out through our Support page and we’ll help you regain access quickly.

Tips to avoid future issues:

Use a password manager, like LastPass, to keep your login details safe.
Make sure your email address on file is correct and up to date.

Slimming Direct is committed to giving you easy, secure access to your account so you can stay focused on your weight loss journey.

To reset your password, your Slimming Direct account must be confirmed first. When you signed up, you should have received a confirmation email titled “Confirm your Slimming Direct account.” Please make sure you’ve completed that step.

Once your account is confirmed, you can reset your password by clicking the ‘Reset password’ link on the login page and following the prompts. If the email doesn’t arrive within a few minutes, be sure to check your spam or junk folder.

Still can’t log in? Reach out to our Patient Care Team through the Support page and we’ll help you regain access.

To update your email or billing address on your Slimming Direct account, please contact our Patient Care Team through the Support page.

When reaching out, be sure to include your full name, date of birth, and postcode so we can verify your account quickly. Once confirmed, we’ll make the necessary updates to ensure your details are accurate and up to date.

How do I update my payment or card details?

To update your payment information:

Log in to your Slimming Direct account
Choose the treatment you’d like to update
Click ‘Edit’ next to your current payment method
Enter your new card details and select ‘Save’
You’ll be asked to approve a £0 authorisation charge via your banking app to confirm the new card

Note: If you’re subscribed to more than one treatment, you’ll need to update payment details for each one individually.

As part of your weight loss journey with Slimming Direct, you may be asked to upload photos to help us safely assess your progress and ensure appropriate prescribing.

During the initial assessment, you’ll be asked to upload:

A photo of you holding your ID.
A photo of your weight on the scales, including a note with your name and the date the photo was taken.

You can upload your photos by dragging them into the upload area or selecting them from your device. If you’re having trouble locating a task in your dashboard, you can also upload photos by sending them as a message via the Support page—just click the paperclip icon in the chat box. Be sure to read our Photo Guidelines here.

Still having issues? Our Patient Care Team is here to help—just reach out through the support form on our website.

Why do we ask for photos?

We request photos to ensure that your medication is prescribed safely and in line with current healthcare regulations. These images help our clinical team accurately assess your progress and treatment eligibility throughout your journey. All photos are reviewed confidentially by our medical professionals and are never shared outside our clinical team.

As part of the assessment process, you will be asked to upload a form of ID. Below is a list of accepted ID types that meet our requirements:

Accepted Forms of Photo ID

For your ID to be accepted, it must clearly show:

Your full name
Your date of birth
A clear photo of yourself

Even if your ID is expired, it can still be used as long as it remains a true likeness of you, and your name and date of birth have not changed.

Here are examples of IDs that may be accepted if they meet the above criteria:

Passport from the UK, Channel Islands, Isle of Man, British Overseas Territory, an EEA state, or a Commonwealth country (including Irish Passport Cards)
Driving licence from the UK, Channel Islands, Isle of Man, or an EEA state (including provisional licences)
Blue Badge
UK Government-funded Older Person’s Bus Pass or Disabled Person’s Bus Pass
60+ London Oyster Photocard (issued by Transport for London)
Freedom Pass
Scottish National Entitlement Card (for 60+, disabled, or under-22s)
60 and Over Welsh Concessionary Travel Card
Disabled Person’s Welsh Concessionary Travel Card
Northern Ireland Senior SmartPass, Registered Blind or Blind Person’s SmartPass, War Disablement SmartPass, 60+ SmartPass, or Half Fare SmartPass
ID card with a Proof of Age Standards Scheme (PASS) hologram
Biometric immigration document
Ministry of Defence Form 90 (Defence Identity Card)
National Identity card from an EEA state
Northern Ireland Electoral Identity Card
Voter Authority Certificate</

Verifying your identity helps us ensure that prescription medications are dispensed safely and legally. It’s a key part of our clinical safety checks and protects both you and our prescribers by confirming that the treatment is appropriate for your personal circumstances.

To stop receiving emails from Slimming Direct, simply click the “unsubscribe” link at the bottom of any of our messages. You can also manage your communication preferences in your account settings. If you need assistance, our support team is here to help.

Safety and Security

Yes, your account with Slimming Direct is protected by secure encryption and strict data privacy protocols. You can use it to safely communicate with our healthcare team, including clinicians, pharmacists, and patient support staff. All sensitive medical information and prescription details will be shared only through your account—ensuring your privacy is always maintained.

At Slimming Direct, protecting your privacy is a top priority. Your medical data is stored securely on servers with industry-recognised certifications such as ISO27001 and SOC2, ensuring high standards of data security and compliance.

Our clinical and support teams—including pharmacists, nurses, and patient care advisors—strictly follow data protection laws and GDPR guidelines to keep your personal information safe.

We’ve implemented strong security protocols to make sure your details remain confidential throughout your journey with us. You can view our full privacy policy for more information on how your data is handled.

Subscription Management

Getting started with Slimming Direct is simple and discreet. First, you’ll complete a short medical questionnaire—usually taking just 5 to 10 minutes. You can either choose a treatment you’re interested in or request a personalised recommendation from our team.

Your responses are then carefully reviewed by one of our registered healthcare professionals. If your chosen treatment is safe and suitable, we’ll approve your prescription. If not, we’ll recommend a better-suited option or offer further advice.

Once approved, your medication will be dispensed and sent directly to your door via next-day delivery in plain, discreet packaging—ensuring your privacy every step of the way.

We also offer a selection of non-prescription wellness products to support your overall health goals, which can be ordered directly through our online shop.

Our online consultation is quick and easy. You’ll answer a few questions about your lifestyle, medical history, current medications, and weight. This helps our clinical team determine the safest and most effective treatment for you.

After submitting the form, you’ll be asked to upload a few photos and book a virtual appointment with one of our clinicians or patient care advisors—at a time that suits you.

How does Refer-a-Friend work?

Our Refer-a-Friend scheme allows you to share your unique referral link with friends or family.

Share your unique referral link with someone you’d like to refer.
Your friend receives a discount when they use your referral link to place their first eligible order.
You receive referral credit once your friend has completed the qualifying order.
Your referral credit can then be used towards a future order, subject to the applicable terms and conditions.

It’s a simple way for your friends to save on their first order while you receive credit towards your own treatment. 💙