Frequently asked questions

If your tracking link states delivered but you haven’t received your order, please follow the steps below:

Check in with your household in case anyone else may have accepted the delivery for you.

Check the surrounding area outside and any safe place around your house that may have been used by the courier.

Ask your neighbours if they may have accepted the delivery for you.

If your building has a concierge service, please check there.

If you’ve done all of the above and your order is still nowhere to be found, please contact [email protected] confirming your full delivery address.

We work with our trusted delivery partner Royal Mail.

It typically takes up to three business days to receive your order once it’s approved. We’ll send you an email with a tracking link once your order is on its way. Simply click on the link to track your delivery.

You can also select Special Delivery to receive the order faster. If your order gets approved before 2pm (Monday to Friday), your order will be dispatched the same day for next-day delivery.

You will receive an email with a tracking link once your order has been dispatched. Please click on the link to track your order and manage your delivery preferences.

If the tracking link does not work immediately, please try again later that day as the courier may not have scanned in your delivery yet. If the link continues to be unavailable the next day, please contact us at [email protected]

You can update your shipping address in your CheqUp account.

Please update your address before the next payment is processed to ensure your order is dispatched to the correct location.

Once your order has been dispatched, the delivery method cannot be changed.

With your order you will typically receive:

The medication

For Mounjaro and Wegovy you will also receive: Needles, alcohol swabs and an ice pack for the medication, along with a leaflet about your CheqUp membership.

Please note that while we do not provide a sharps bin, we encourage our customers to safely dispose of the needles by using a hard plastic container, such as a laundry detergent bottle.

Bank holidays are subject to delays, as neither our courier or our pharmacy operate during this time. Orders dispatched near bank holidays may also experience delays.

If you are concerned about a possible delay, we recommend adjusting your next payment date in your CheqUp account to avoid the bank holiday period.

For Mounjaro or Wegovy, if your order gets returned to us (due to an incorrect address or missing two separate deliveries), we will only be able to re-dispatch it if it hasn’t been 30 days in transit. After 30 days out of refrigeration, the medication can no longer be used.

If that is the case, please note we will not be able to reimburse or send a replacement – please ensure the address is entered correctly upon purchase and make necessary arrangements to accept the delivery once it has been dispatched.

Preparation: Ensure your pen is at room temperature before use and that the liquid inside is clear and colourless.

Priming: Follow the steps to prime the pen correctly before every injection. This is very important and means the correct amount of medication will be injected.

Injection: Follow the steps to inject into the recommended area, (thigh, back of the arm or stomach).

Disposal: Dispose of needles safely into a hard plastic container.

Watch the video on how to use the Mounjaro pen

Watch the video on how to use the Wegovy pen.

Once you have finished your pen, some of the liquid will remain and it is completely normal. The leftover liquid is part of the pen’s design to ensure accurate dosing and indicates the pen has been finished.

Before using your pen, thoroughly inspect it first to make sure there is no damages or cracks and the liquid is clear and transparent.

If your pen won’t twist or push down, please check that the needle is securely attached, centered and the security cap is off. Changing the needle at this point is sometimes helpful.

If your pen seems to be leaking, this is likely to have been caused by attempting to use the pen without attaching the needle first.

Please refer to this link on how to troubleshoot the pen.

If you’ve tried all the troubleshooting steps and the pen still does not work, please take a video of the pen with the needle on and the security cap off trying to use it. Please send the video which clearly shows all of the pen, from top to bottom to [email protected]

You can purchase packs of five needles using this link.

You can book a call with a Health Coach or directly message the Health Coaches in My Account.

Health Coach calls typically last around 30 minutes. During the call, the coach helps set healthy goals, provides nutritional guidance, and discusses strategies for weight maintenance tailored to your needs. If you’d like to book a session, log in to your account.

Booking a Health Coach call provides personalised support to help you set achievable goals, improve nutrition, and maintain progress on your weight management journey. It’s a great way to optimise results and receive expert guidance tailored to your needs. In fact, CheqUp members who do work with a Health Coach lose 15% more weight. You can schedule a session in your account.

Health Coach calls are included as part of your CheqUp membership, so there’s no additional cost to book.

If your payment failed and you wish to either change the payment method or to try again, please email us at [email protected] and our support team will assist you further.

Please ensure that your payment method details are up-to-date and that sufficient funds are available in your account.

CheqUp accepts the following payment methods:

PayPal

American Express (Amex)

Mastercard

Visa

Apple Pay

Google Pay

You may be eligible for a refund if the medication hasn’t been prescribed to you yet. If you have received a notification that your order has been approved, it means that a refund is no longer available as per our refunds policy.

If your subscription has renewed but you have not filled in the monthly review questions, you may receive a refund. If you have already filled out your answers confirming which dose you’d like to continue with, a refund is no longer possible.

Pharmaceutical regulations prevent the return or refund of prescription-only medications. This policy ensures the safety and integrity of the medication supply chain, protecting both consumers and the public from risks associated with the resale or reuse of prescription medications.

Once the medication gets prescribed, it becomes non-refundable as per our refunds policy agreed upon purchase.

You can read more in our Terms and Conditions.

CheqUp adheres to all applicable data protection laws, including the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR). These regulations are designed to ensure that your personal data is processed securely, transparently and for legitimate purposes.

CheqUp complies with the UK Data Protection Act 2018 and GDPR, ensuring your personal data is secure and confidential. Sensitive information is encrypted during transmission and storage, protected by advanced security measures like firewalls and intrusion detection.

Any access to personal information is restricted to authorised personnel only, limited to what is necessary for service delivery. We retain data only as long as required for services and legal compliance, securely deleting it when no longer needed. Regular audits ensure our systems meet stringent security standards.

CheqUp uses your data solely to provide services, verify eligibility for medication, offer personalised health guidance, communicate with you and meet legal requirements. Data is shared only with trusted partners, like pharmacies and never sold to third parties.

Under the Data Protection Act 2018 and GDPR, you have rights to access, correct, or delete your data where allowed, withdraw consent for certain uses, and file a complaint with the ICO if needed.

Yes, switching between these GLP-1 medications is possible under clinical supervision. Our team manages the transition to ensure it’s appropriate for your health profile. However, you must only take one weight loss medication at a time.

No. With CheqUp you do NOT need to start from the lowest Wegovy dose if you’re already on a Mounjaro weight loss journey. We will recommend the most appropriate Wegovy dose in line with your current prescription and health information. (Proof of existing prescription is required for new customers).

You may experience a slight slowing of weight loss initially as your body adjusts to the new medication. Wegovy is clinically proven to achieve significant long-term weight loss of up to 21%.

The decision balances long-term cost vs weight loss results. You can read more in our blog

The main difference is their active ingredients. Wegovy uses semaglutide (a GLP-1 agonist), while Mounjaro uses tirzepatide (a dual GIP and GLP-1 agonist). This can lead to different average weight loss results and side effects.

Both medications share similar potential side effects, primarily gastrointestinal issues like nausea, diarrhoea, and constipation. These are usually most noticeable when starting or increasing a dose and tend to subside over time. We provide support to help you manage any side effects.

If it’s appropriate to switch, your prescription will need to be updated after a thorough clinical review. Existing CheqUp members can manage this in your account by requesting to switch to Wegovy. New customers can request to switch to Wegovy through our online consultation, proof of existing prescription will be required to start above the starter dose.

We advise against stopping weight loss treatment suddenly, as this can often lead to weight regain. Please speak to our Clinicians before stopping any prescribed medication.

Wegovy is a proven weight loss medication offering up to 21% weight loss along with a balanced diet and lifestyle changes. Read our blog to find out more.

Yes! As long as you have an active CheqUp membership, you’ll have full access to the WW app.

Unlike other providers, we offer a comprehensive weight loss programme with a blended range of weight loss support including clinical oversight, and personalised 1:1 support from expert Health & Wellness Coaches.

With our holistic approach, you’ll get the guidance, accountability, and tools to achieve sustainable, long-term weight loss.

Everyone’s journey is different. Some people experience noticeable changes over time when combining our programme with healthy lifestyle choices, such as improved diet and increased physical activity. Your progress depends on many factors, including your starting point, individual health profile, and how consistently you follow the plan. Our clinical team will monitor your journey and provide support throughout.

Our health and weight management programme starts from £109 per month. This includes personalised support, regular check-ins with our clinical team, and tailored plans based on your needs and goals. Your monthly cost will always be shown to you upfront before any payment is taken, and you’ll have the opportunity to review and approve any changes to your plan.

To see the full breakdown of what’s included and understand how pricing may vary depending on medication, dosage and commitment plan length, you can explore our transparent pricing here.

Yes. Many women find treatment helpful because it supports appetite control and stabilises blood sugar levels, both of which can be affected during menopause.

In most cases, yes. Your clinician will review your medication and confirm whether treatment is suitable.

Your Health Coach will guide you towards balanced, enjoyable eating that supports your goals. Eating mindfully will help you get the best results.

Your clinician will review your progress and make adjustments. If the current plan is not delivering what you expect, we will help you explore other safe options.

You can discuss it with your CheqUp Clinician, but it is not an automatic next step. Eligibility depends on factors such as how you are tolerating treatment, your progress so far and your overall health. For some people, staying on 2.4mg may be the right option.

Yes. With CheqUp, you need to have been stable on the 2.4mg dose for at least three months before 7.2mg can be considered as part of your programme. This allows your body time to fully adjust and helps ensure the dose change is safe and appropriate.

Wegovy 7.2mg may be considered for adults using Wegovy 2.4mg for weight loss who have tolerated the treatment well and feel their weight loss has slowed or plateaued. It is not suitable for everyone and is always considered under clinical guidance.

No. It is not possible to switch directly from Mounjaro to Wegovy 7.2mg. If you are switching from Mounjaro, you would first move to Wegovy 2.4mg for at least three months. After this, and if appropriate, 7.2mg may be considered.

If you are switching from Mounjaro, this can include people on higher doses such as 15mg. However, you would still need to move to Wegovy 2.4mg first before any higher Wegovy dose is considered. Your CheqUp Clinician will guide you through this process.

The BMI requirements are the same as for other weight loss treatments. Treatment always starts at lower doses and is gradually increased. The 7.2mg dose may be considered later if clinically appropriate.

The 7.2mg dose was developed following clinical trials that showed it was more effective than 2.4mg while maintaining a similar safety profile. There are no additional doses between 2.4mg and 7.2mg.

No. There are no planned doses between 2.4mg and 7.2mg.

Wegovy 7.2mg has been shown to be more effective than the 2.4mg dose, with a similar overall safety profile. It provides stronger appetite suppression for some people, which can support further weight loss.

In clinical studies, people taking Wegovy 7.2mg lost around 21% of their starting body weight on average, compared with around 17% on the 2.4mg dose.

Individual results vary, and weight loss happens gradually over time.

Yes. Many people experience greater appetite suppression on 7.2mg compared with lower doses. However, experiences vary and stronger appetite suppression is not always necessary for progress.

Research does not specify an exact timeframe. It generally takes around five to six weeks for semaglutide to reach a steady level in the body after a dose change.

Wegovy works best when viewed as part of a long-term approach rather than a short-term change.

No. Wegovy 7.2mg and Mounjaro 15mg are considered broadly similar in overall effectiveness. There are currently no studies directly comparing the two treatments.

Based on overall effectiveness, Wegovy 7.2mg is generally considered comparable to Mounjaro 15mg, although direct comparisons are limited.

Switching treatments is a personal decision and should always be discussed with your CheqUp Clinician. They can help you understand the potential benefits and risks based on your individual situation.

The side effects of 7.2mg are similar to 2.4mg, with a slight increase in gastrointestinal side effects such as nausea, bloating, constipation, diarrhoea or vomiting.

Most side effects are mild to moderate and often settle over time or can be managed with support.

One side effect was reported more often at the 7.2mg dose: dysesthesia, which refers to altered skin sensations such as tingling, burning or increased sensitivity.

In clinical studies, this occurred in around 23% of people on 7.2mg. Most cases resolved without treatment. If you experience these symptoms, you should contact your CheqUp Clinician.

It is now available, for those that it is clinically appropriate for.

Pricing will be confirmed and shared with members before the dose becomes available.

When switching from Mounjaro, you will first move to Wegovy 2.4mg for at least three months. If appropriate, and under clinical guidance, you may then move to 7.2mg.

If switching back, you would typically move to 10mg of Mounjaro, under clinical guidance.

Some people notice changes in appetite or hunger when reducing dose. Your CheqUp Clinician will support you through any adjustment and help manage expectations during the transition.

There are currently no plans for Wegovy doses higher than 7.2mg.

Wegovy tablets have been approved in the USA but are not currently licensed in the UK. We will share updates if this changes.

No. CheqUp does not accept new members directly onto Wegovy 7.2mg. Even if you are already taking Wegovy 7.2mg through another provider, you will need to start on Wegovy 2.4mg and complete the required stability period before 7.2mg can be considered as part of your programme. This approach is in place to ensure clinical safety and consistent monitoring.

At CheqUp, all members follow the same clinical pathway. Spending time on the 2.4mg dose allows our clinicians to assess tolerability and response within our programme. This applies even if you have previously taken Wegovy 7.2mg elsewhere.

As part of the CheqUp clinical protocol, you need to be stable on Wegovy 2.4mg for at least three months before moving to 7.2mg can be considered. This applies to all members, including those who have previously taken higher doses outside of CheqUp.

Yes. At CheqUp, Wegovy 7.2mg must be ordered on a monthly basis. Because this is a higher dose, prescriptions are reviewed more frequently to ensure it remains appropriate and well tolerated as part of your programme.

Yes. A CheqUp prescription must be dated within the last 30 days to continue your 7.2mg journey. For other Wegovy doses and weight loss treatments, proof of dose can usually be dated within the last 60 days. This helps ensure decisions about higher doses are based on up-to-date information and clinical review.

No. Proof of dose does not guarantee access to Wegovy 7.2mg. All members must follow CheqUp’s clinical protocol, and eligibility is assessed under clinical guidance. Wegovy 7.2mg can only be considered after completing at least three months on Wegovy 2.4mg as part of the CheqUp programme.

Weight loss medication is designed to be taken consistently over time. A subscription helps protect your progress by ensuring uninterrupted treatment as part of your personalised CheqUp programme.

Your dose is reviewed regularly by a Clinician and can be adjusted to suit your needs.

You can pause or cancel your subscription or change your payment date in your account before your next order is approved.

The KwikPen is designed for ease of use. Always check the liquid is clear, select your dose and inject into the thigh, abdomen or upper arm. CheqUp provides step-by-step video tutorials and 1:1 Clinician support to ensure your first administration is stress free.

Most pens are stable at room temperature for up to 30 days once in use, but check specific MHRA-approved labels. At CheqUp, we use cold-chain delivery to ensure your medication arrives at clinical-grade temperatures for maximum efficacy.

Use an insulated travel case to maintain the medication’s required temperature, we’d recommend a thermal bag for short durations and then a high quality travel cooler for longer trips. Both Mounjaro and Wegovy should be stored in your carry-on luggage rather than checked bags to avoid extreme temperatures. For more guidance on travelling with your medication, read our blog: https://chequp.com/traveling-with-mounjaro-and-wegovy-essential-tips-and-guidelines/

A tiny droplet is normal, but a significant leak may indicate a device fault. Do not repeat the dose immediately. Contact the our clinical team for an assessment of the administration error to ensure you remain on a safe dosage path.

Common sites include the abdomen, thigh, or upper arm. Rotating sites can help reduce injection site reactions. If you are experiencing nausea, we may suggest trying the thigh, as some members report that this feels more comfortable.

Dose increases follow a strict 4-week titration schedule. Our Clinicians review your progress and side-effect profile before authorising a higher dose, ensuring your body has adapted safely before “stepping up.”

A monthly plan gives you full flexibility, you can pause or cancel before your next prescription with no commitment. Our 3 month and 6 month plans are designed to support consistency, which is where most people see the strongest results in their weight loss and overall health. Because of this, these plans come with a discount that rewards your longer term commitment to your weight health.

Payment is taken monthly. You’ll be charged the full standard amount and then refunded the difference, so you always pay the discounted rate.

Yes. At checkout, you’ll choose between a monthly, 3 month, or 6 month plan. All applications are still subject to a clinical review, so selecting a plan doesn’t guarantee acceptance. If you’re not approved, any payment taken will be refunded in full.

Not currently. Once your plan is active, you’ll continue on it until renewal. At renewal, you can then choose a new plan, either monthly, 3 months or 6 months.

If you’d like to leave your 3 or 6 month plan early, a £50 handling fee will apply and you’ll lose access to the remaining months of your discount. We’re more than happy to move you onto a monthly plan from there.

Our 3 month and 6 month plans aren’t tied to a specific dose, so if you need to step down to a lower dose, you’ll still receive your £10 or £20 plan discount. If you need to stop entirely for health reasons, please speak to our clinical team, they’ll support you through the next steps.

Your plan always covers 3 or 6 months of medication in total, so 3 doses for 3 months and 6 doses for 6 months. So if you pause for 30 days after your first dose, you’ll still need to receive (and pay for) the remaining doses. We’d always recommend taking your medication consistently each month for the best results, but we know life happens and a short pause is sometimes needed.

Yes, you can pause for up to 60 days. Beyond 60 days, a continued pause is treated as a plan cancellation and incurs a £50 early cancellation fee.

If you end your plan early or cancel your CheqUp account during a commitment plan, a £50 handling fee will apply. Where there are genuine extenuating circumstances, this is reviewed at CheqUp’s discretion.

This is a really common concern and our clinical team is here to support you. If you experience significant side effects, they can help by titrating your dose down or suggesting lifestyle adjustments to make you more comfortable. You’re not on your own with this.

Yes, referral discounts can be combined with a 3 month or 6 month plan.

You can view your current plan inside your CheqUp account. When renewal is due we’ll send you reminders to select your new plan.