FAQ’s

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Treatments & Medication

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.

Mounjaro (tirzepatide) is a once-weekly injection used to support weight loss and manage Type 2 diabetes. It works by activating two key hormones in the body—GLP-1 and GIP—which help control blood sugar and regulate appetite.

This dual-action approach helps the body produce more insulin when blood sugar is high and reduces the release of glucagon (a hormone that raises blood sugar). Mounjaro also slows how quickly food leaves the stomach, helping you feel fuller for longer and making it easier to reduce calorie intake.

As a result, Mounjaro not only improves blood sugar control in people with Type 2 diabetes, but also leads to significant weight loss—even in those without diabetes.

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.

While we respect and value the care provided by your GP, Everslim 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 Everslim—pending a clinical review. We recommend completing our quick online consultation, so our team can determine whether our programme is right for you.

At Everslim, 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

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

If you’re currently undergoing treatment with Everslim 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 travel with your Mounjaro or Wegovy pen, provided you follow the storage instructions outlined in the patient information leaflet and you make sure to have your Mounjaro or Wegovy original packaging with the prescription label still attached for any customs inspections.

We strongly recommend all patients traveling abroad to first read the customs rules of the country they are traveling too.

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 Everslim medication, including Mounjaro and Wegovy. 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 Everslim 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 Everslim. 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 Everslim, 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 Everslim.

At Everslim, 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.

5. We’ll resolve the issue

Depending on the outcome, we may offer:

  • A replacement

  • A refund

  • Another suitable solution

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 7 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)

For those on monthly or quarterly plans, 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:

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

At this time, Everslim is unable to issue company invoices or VAT receipts.

We’re committed to making your experience simple and supportive, and our team is always here to help with any other questions you may have along your journey.

Account Management

We know how frustrating login issues can be, but don’t worry—Everslim 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.

Everslim 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 Everslim account must be confirmed first. When you signed up, you should have received a confirmation email titled “Confirm your Everslim 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 Everslim 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:

  1. Log in to your Everslim account

  2. Choose the treatment you’d like to update

  3. Click ‘Edit’ next to your current payment method

  4. Enter your new card details and select ‘Save’

  5. 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 Everslim, 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 full-body photo taken from the front, wearing fitted clothing. Please include a handwritten note showing your name and the date.

  • 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 Everslim, 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 Everslim 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 Everslim, 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 Everslim is simple and discreet. First, you’ll complete a short medical questionnaire. 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.

Yes. You can cancel your subscription at any time through by contacting Everslim support at help@everslim.co.uk

If you have not found the answer you are looking for please contact us.