Help centre
Help and common questions
Straight answers about consultations, costs, clinicians and what happens next. Can't find what you need? Call or email the clinic - we're open 7 days a week, 7am to midnight.
Popular topics
See all 15 conditions and who each service is for.
You start, Nelford handles the rest: four simple steps.
Next-working-day delivery or your prescription by email.
Free consultation, and clear prices before you pay.
Who reviews your consultation and how to check registration.
When to call 999 or NHS 111 instead.
How to raise a concern and how it's handled.
Common questions
How do I start a consultation?
Choose your service on the Conditions page and select Start free consultation. You can create an account to save your details for next time, sign in, or continue as a guest, and complete the consultation online at any time.
Is the consultation really free?
Yes. Your online consultation is free. You only pay if a clinician considers treatment appropriate and you choose to go ahead.
How quickly will my consultation be reviewed?
Same-day review. A UK-registered clinician reviews consultations the same day during opening hours (7 days a week, 7am to midnight). Consultations sent overnight are reviewed from 7am.
How do I get my treatment?
You choose. If a clinician approves treatment, choose next-working-day delivery through our pharmacy partners (same-day options available on request), or receive your prescription electronically by email to use at a pharmacy of your choice.
When will my delivery arrive?
Treatment confirmed before 4pm on a weekday is eligible for next-working-day delivery. Same-day options are available on request.
How much does treatment cost?
Your online consultation is free. If treatment is approved, services start from £19.40, and the total depends on the treatment and how you choose to receive it. Before you pay, you see a clear price for each option. There is no subscription.
Will I definitely get treatment?
A clinician decides with you. Every consultation is reviewed individually by a UK-registered clinician, who recommends treatment only when it is clinically appropriate and explains the options, benefits and risks. You then choose whether to go ahead.
Who reviews my consultation?
UK-registered and regulated prescribing clinicians review every consultation individually. You can check a pharmacist clinician's registration on the General Pharmaceutical Council's public register.
What if my order can't be fulfilled?
We work with multiple pharmacy partners to help keep treatment available. If we're unable to fulfil your medication order, we'll refund the medication and delivery costs and send your prescription electronically so you can arrange fulfilment elsewhere.
Can I request repeat treatment?
Yes. With a Nelford account you can request repeat treatment in a few steps: check your saved details, answer a short update about how the treatment is going, and a clinician reviews your request.
Which conditions do you treat?
Nelford offers 15 services, including weight management, high blood pressure, underactive thyroid, impetigo, rosacea, scabies, styes, insomnia, depression, ADHD medication management, gout, rheumatoid arthritis flares, COPD flare-ups and Raynaud's.
How is my information protected?
Your consultation is completed on a secure platform and handled in line with UK data-protection law. Nelford Clinic Ltd is registered with the Information Commissioner's Office (ICO). The Privacy notice has the detail.
What if I need urgent help?
For a medical emergency call 999 or go to A&E. For urgent advice that isn't an emergency, contact NHS 111. Nelford's online service is for non-emergency care.
How do I contact the clinic?
Call 020 4569 0644 or email patients@nelfordclinic.co.uk, 7 days a week, 7am to midnight. The Complaints page explains how to raise a concern.
Still need help?
Open 7 days a week, 7am to midnight.
Please don’t send urgent or detailed health information by email.
Caution: Need help urgently?
Don’t wait for a reply from Nelford. In a medical emergency call 999 or go to A&E. For urgent advice that isn’t an emergency, contact NHS 111. See Patient safety.
Start your free consultation
Answer a few questions online. A UK-registered clinician reviews it the same day and sends you your options. You only pay if you choose to go ahead.
- Free consultation
- Same-day review
- Open 7 days, 7am–midnight