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FAQ

• Why has the price of Mounjaro changed?

  Eli Lilly, the manufacturer of Mounjaro, has increased the price of all dose strengths in the UK to align with prices across mainland Europe. We understand that changes like this can feel unexpected and sometimes frustrating. Our priority is to help you continue your weight loss journey with minimal disruption, and we are committed to exploring additional solutions to ensure your treatment supports your health goals and fits your lifestyle 

• Where is my order?

  We understand it can be frustrating not knowing where your order is, and we want to make the process as clear and smooth as possible. Once your order is dispatched, you will receive an email confirmation letting you know it has been shipped.

  For refrigerated medications, we ensure they are delivered the next day after dispatch to maintain their quality and safety.

  For unrefrigerated medications, your delivery timeframe will depend on the shipping service you selected at checkout. If you ever have questions about your order status or need assistance, our support team is here to help and can provide updates to give you peace of mind. 

• My order arrived faulty/ damaged

  We’re sorry to hear that your order did not arrive in the condition you expected. Our Patient Care team is happy to assist and investigate your case further.

  When you receive your order, please take photos or videos and send them to our customer support team at: support@cloudpharmacy.zendesk.com

  Our team is working hard to assist all of our patients. Please allow 1–2 business days for a response 

• How do I update my account details?

  You can update your account information through your patient dashboard. If you are changing your delivery address, please review the details on your next order to ensure there are no address errors. If you are unable to access your account due to incorrect or forgotten login information, please contact support@cloudpharmacy.zendesk.com , and our team will assist you in resetting your login credentials. 

• I do not have a valid ID, can I still order?

  For safety and security reasons, all patients and customers are required to complete identity verification through our partner, Lexis Nexis. If this verification cannot be completed successfully, you will need to provide a valid, up-to-date ID (passport or driver’s license) to our Patient Care team for manual verification. If verification cannot be completed, your order will need to be canceled and refunded.