FAQs – ellaOne Direct
Frequently Asked Questions

Here are a few of the questions we get asked the most. If you don’t see what’s on your mind then please contact our ellaOne Direct Careline on 01284 715299.

Please select your question category from our list below.

General Questions

What is ellaone?

ellaOne is an oral emergency contraceptive pill containing ulipristal acetate. If you have had unprotected sex, or your contraception has failed, taking ellaOne can help prevent unplanned pregnancy.

ellaOne is the most effective* morning after pill and it can be effective for up to 5 days (120 hours) after unprotected sex. However, like all morning after pills, it is more effective the sooner you take it.

For further information on ellaone, click here https://www.ellaone.co.uk/faqs/

Who can use ellaone?

ellaOne is suitable for any woman of childbearing age, including adolescents. To purchase ellaOne online via ellaOne Direct you must be 16 or over. If you are under 16, you can still get ellaOne via your local pharmacy, GP, or sexual health centre.

How much does ellaOne cost?

The cost of ellaOne is £34.95.

ellaOne Questionnaire

How long does the ellaOne questionnaire take to complete?

The 7 questions should take less than 2 minutes to complete. Once you have completed your questionnaire (medical questionnaire) and your order has been placed, you will receive an acknowledgement email to confirm receipt of your order. This will then be reviewed by one of our in-house pharmacists. If no further clarification is required then you will be notified that your order has been dispatched. Where our in-house pharmacist has contacted you directly and confirmed that ellaOne is unsuitable for you, a full refund will be issued. Please allow 3 to 5 days for this.

Please remember to check your junk folder for mail.

Ordering, Dispatch and Delivery

How can I pay for ellaOne?

ellaOne can be purchased from us online using credit/debit card.

When can I order ellaOne?

ellaOne is available to order 24/7, 365 days a year.

Can I receive ellaOne any day of the week?

Deliveries are made 7 days a week**. When placing an order Monday to Friday, please order before 3pm to qualify for Next Day Delivery. When ordering at the weekend, please order before 10.00am to qualify for next day delivery. If you order after the website cut off times your order will be despatched the next working day.

** Bank holidays, Easter and Christmas may affect our delivery schedules so please check our website during these times.

How will I know when my order has been sent?

You will be sent an acknowledgement receipt of your order by email and a second to confirm that your order has been despatched. If your order needs further clarification from one of our in-house pharmacists the confirmation email will confirm this. Once they have contacted you to ensure ellaOne is suitable for you, you will then be sent confirmation that your order has been despatched.

For any orders where our in-house pharmacist has deemed that ellaOne may be unsuitable for you, you will receive an initial email stating that your order will require further checks. Following the outcome of our in-house pharmacist investigations, you will receive an email to clarify the status of your order.

Please remember to check your junk folder for mail.

My order has been confirmed, when will I receive my medication?

Once your order has been confirmed by our in-house pharmacist, your order will be sent via DPD and will arrive the Next Day if you placed your order prior to the cut off times highlighted on our website.

How will my order be despatched?

Any order placed before 3pm Monday to Friday will be sent out the same day using DPD Next Day service. Orders placed after 3pm will not be despatched until the following day. For orders placed at the weekend by 10.00am, the order will be sent out the same day for next day delivery. For orders placed after 10.00am then the order will be sent out the next day.

How can I check the status of my order?

You should receive an email to confirm that your order has been despatched. Once your order is on its way then you will be contacted by DPD directly where you will be given your consignment number and parcel number for tracking. You can track the status of your delivery here https://track.dpdlocal.co.uk. Alternatively download the DPD app here (link to app, https://www.dpd.co.uk/lp/yourdpd/index.html#download)

How will my delivery arrive?

The item is sent out in a box using discreet packaging via DPD’s Next Day service. You will be sent an email and text from EO Direct regarding the progress of your order and estimated time for your delivery directly from DPD.

I am worried about my privacy with regard to how the order arrives with me.

The item is sent out in a box and polybag using discreet packaging. There is no mention of the product on the outside of the parcel.

Do I need to sign for my delivery?

All deliveries, including weekends do not need to be signed for. The discreet unbranded package fits through a standard sized letterbox.

My delivery is damaged/My delivery is incorrect

Please contact the ellaOne Careline on 01284 715299 or info@ellaonedirect.co.uk available 24/7.
(Please note calls to the ellaOne Direct Careline will be charged at your standard network rate)

Is International delivery available?

At present the ellaonedirect.co.uk service is available throughout the UK only. International deliveries are not currently available.

I ordered ellaOne but still haven't received it?

By entering your email address and mobile number, DPD will be able to send you directly notifications of when your order will be arriving. This gives you the option to change the day or deliver to another address. This should minimise the risk of orders getting lost. However, on the rare occasion that there might be an issue we advise that you first check with other members of your household to establish whether they have taken in the delivery on your behalf. If there is still an issue, please contact our ellaOne Careline on 01284 715299 who can raise a query with DPD to try to resolve this. Please ensure you have your order number available. Subject to our findings we may be able to issue another order or offer you a refund.

If you did not receive an email confirmation from us or any DPD notification then again please call our ellaOne Careline on 01284 715299.

My order is marked as needs approval and I still don't have my order.

Your order will be marked for needs approval by our registered pharmacist who will need to contact you by the telephone number you provided to discuss your questionnaire before they can approve the order. Our pharmacist aims to get hold of you within a few hours of your order. If in the unlikely circumstance you still haven't heard anything then the fastest way to contact us is through the ellaOne Direct Careline on 01284 715299 available 24/7. Please have your order number to hand.


Can I cancel my order?

Once you have completed the online questionnaire (medical questionnaire) and gone through the checkout, the order is final and cannot be cancelled. This is because we will have already started the process of reviewing and dispatching your medication to you as quickly as possible. If your order hasn't yet been confirmed and despatched by our pharmacist then you can cancel your order. Please call our ellaOne Direct Careline on 01284 715299 as soon as possible to do this. (Please note calls to the ellaOne Direct Careline will be charged at your standard network rate).

I have changed my mind and wish to return my order.

Unfortunately we are unable to accept back medication that has left our pharmacy.

My order arrived damaged.

In cases where your medicine arrived damaged or faulty, please contact us immediately where we will request a photograph of the damaged product. We will then offer you the choice of a replacement if it is still within your time frame or alternatively can offer you a full refund where you can then purchase it directly from your local pharmacy. Please contact our ellaOne Direct Careline on 01284 715299 available 24/7. (Please note calls to the ellaOne Direct Careline will be charged at your standard network rate).

Lost Medication

I received my order but have lost my medication; can you send me a replacement?

Unfortunately, we will not be able to replace any medication that has been lost after delivery. You would need to re-order on our ellaOnedirect.co.uk website or visit your local healthcare professional or pharmacy.