Contact & FAQs | Hello Eve

Something on your mind?

Explore our top asked questions about Hello Eve. Or, check out the FAQs on each product page to answer any care-specific queries.

How is Hello Eve regulated and monitored?

Hello Eve and all our prescribers are registered with the GPhC. At all times we will adhere to best practices and put our customers first in the services that we provide.

Who can use Hello Eve?

Hello Eve is accessible to women between the ages of 18 and above. We currently don’t cater to women under 18. If you’re in need of contraception under the age of 18, please speak to your regular healthcare provider or call the NHS 111 service.

Will my NHS exemption be valid for Hello Eve orders?

NHS exemption certificates are only valid for NHS prescriptions. The Hello Eve service is a private consultation by a private prescriber. As such, medication charges will apply for these orders.

If I place an order with Hello Eve, will you inform my GP?

We would inform your GP of your consultation only if you have given us the permission to. In the consultation form there is a section which asks the customer if you would like us to inform your GP, if you fill yes, you are then required to fill in your GP details.

How long does it take for my consultation to be reviewed?

Once you've completed your online consultation and your order has been placed, one of our in-house clinicians will review your order within 24 to 48 hours on weekdays. If your order was requested on a Friday after 2pm, or over the weekend, it will be reviewed on Monday. Emergency contraceptive orders will be prioritised.

You'll then receive an email confirming your consultation has been reviewed and approved, or if we require further information. In some cases, your order may be declined if the medication request is clinically unsuitable for you.

When do I pay for my order?

When you complete your order we’ll ask you to provide your card payment details, but we’ll only take payment when our clinicians approve your items. This may show on your bank statement as a ‘pending transaction’ and you’ll need to have the funds in your bank account at the time of completing your order.

In the rare case our clinicians are unable to approve your order on medical grounds, the transaction will be cancelled at our end and the funds released from the "pending transaction" state.

Can I cancel my order?

Once you have completed a questionnaire and gone through the checkout, the order is final and cannot be cancelled. This is because of how prompt and quick our process is. The order is placed and then we act fast to get your items to you as soon as possible.

Can I return my items?

Unfortunately, we will not be able to accept medication that has left our pharmacy hub. In cases where your order was delivered faulty or damaged, please contact us and we should be able to arrange a replacement.

I have lost my items. Can I get a free replacement?

We won’t be able to replace any items that have been lost or misused. However, if you need them replaced urgently, you can complete a new online consultation for the items you require via the Hello Eve website, or contact your local healthcare provider.

If I’ve requested a refund, when will I receive it?

Once agreed and then processed by our team, your refund should be back in your account within 3-5 working days.