Question 1

Do you ship internationally?

Accepted Answer

At this time, we only ship within the UK.

Question 2

Can I return the products?

Accepted Answer

Prescription products are non-returnable once dispatched (for safety and regulatory reasons).
If you receive an incorrect or damaged item, contact us via your dashboard immediately. We will work with you on a resolution.

Question 3

Can I change my treatment?

Accepted Answer

Yes - you may switch treatments through your dashboard:
1. Go to “Treatments” in your user account.
2. Select “Make a change” → “Change my treatment.”
3. Choose from available treatments and dosages.
4. Confirm the new frequency, dosage, and shipping cadence.
5. Save changes and review order details.
If unsure, our Clinical Team is available via the dashboard for guidance.

Question 4

How fast is the delivery?

Accepted Answer

We use tracked courier services. After dispatch, deliveries typically arrive in 24 hours to a maximum of 3 working days.
Initial orders require clinician approval, which may add 1–2 working days.

Question 5

Are your deliveries letterbox-friendly?

Accepted Answer

Most orders are designed to fit through standard UK letterboxes.
Larger orders may require a signature if too bulky for letterbox delivery.

Question 6

Do I need to take treatments forever?

Accepted Answer

Yes - discontinuing treatment usually leads to a return to the pre-treatment rate of hair loss.
To maintain results, you must continue using the products as directed.

Question 7

Is the packaging discreet?

Accepted Answer

Yes. All Lyv shipments come in plain, unbranded packaging.
No indication of contents or medical nature appears on the exterior package.

Question 8

Do I need a prescription?

Accepted Answer

Yes - for any prescription-only treatments, a clinician must approve them after reviewing your medical questionnaire.
Even if you already have a prescription from another prescriber, we require you to complete our assessment to ensure suitability under Lyv’s protocols.

Question 9

Does Lyv replace my GP?

Accepted Answer

No. Lyv provides consultations with independent clinicians for certain conditions, but we do not replace general medical care.
We encourage you to keep your GP informed of any medications or treatments issued via Lyv.

Question 10

Will I speak with a prescriber?

Accepted Answer

Every order that requires a prescription is reviewed by a licensed clinician to ensure safe and appropriate treatment.
You can contact our Clinical Team via your Lyv dashboard or by email (info@lyvpharmacy.com) for any medical questions.

Question 11

Who can use Lyv products?

Accepted Answer

Prescription treatments are tailored according to eligibility criteria determined by our clinicians (age, health conditions, etc.).
For example:

1. New customers may have age restrictions (e.g., 18–75) depending on the treatment.
2. Some medications (e.g. finasteride) are not suitable for pregnant or breastfeeding individuals.

When you apply, the clinician will assess whether you are eligible.

Find The Right Programmes & Support

Frequently Asked Questions

Frequently Asked Questions