Frequently asked questions

Yes. We keep our communication with you to a minimum. Most of our communication is done via your secure account. We will never mention any confidential information relating to your treatment or your condition in your email directly without your consent.

The Pharmaceutical Society of Ireland has confirmed that our prescriptions are legally valid for dispensing in Ireland. This means our services are accepted by all pharmacies, however if you encounter any issues please contact our Customer Support Team through your patient account. Our Doctors are IMC registered, physically based and practising in Ireland.

We normally aim to process all new requests and orders within 24 hours for orders placed before 4pm on a working day, although this can vary if we are particularly busy.

There are a number of different reasons that a request or order may not be approved. If this happens, a doctor will message you through your patient account with the full details, along with information on what to do next. You will also receive an email telling you that you have a new message in your patient account.

If our doctors have any questions regarding your request or order, they will message you through your patient account. You will also receive an email telling you that you have a new message in your patient account.

Yes. You can message our doctors through your patient account at any time if you have any questions.

If our doctors need to speak to you for any reason then they will send a message to your patient account. We only send you messages about your health or something you've ordered to your patient account. This is for security and privacy reasons. We can guarantee the security of our patient accounts, and we will never disclose your medical information in an email.

You can track the current status of your request through your patient account. We will also send you updates whenever the status of your request changes.

Unfortunately you are unable to place an order for somebody else using your own account. Each person must have their own individual account with a separate email address. This is to ensure personal details are confidential just as it is at a regular GP’s.

If you cannot find the medication on our list that you usually order with us, there may be a current shortage nationwide with pharmacy suppliers. Please send us a message through your patient account and our doctors will do their best to help you and recommend an alternative if possible.

The cost of your medication is separate from the cost of your prescription. A full list of current Healthwave prices can be found on our website.

Yes. The cost of your order only covers the prescription. Healthwave Pharmacy will be in touch shortly to take payment for your treatment, or if you have chosen to collect your medication payment for medicines will need to be made at your chosen pharmacy.

Healthwave will normally contact you within 2 hours of your order being approved.

Healthwave will contact you via email or telephone to arrange payment for your order.

Yes. You can find details on how to contact Healthwave directly on their website.

Your results will normally be sent to your patient account within 3 days of your completed test being returned to our lab.

If any further action is required after getting your results, our doctors will advise you on what to do next through your patient account.

You can take and return your test kit up to 6 months after it has been ordered. We are unable to offer refunds on test kits that have already been dispatched.

If your results suggest you need treatment, our doctors will inform you through your patient account where they will be able to direct you towards the appropriate service.

You can choose ‘pharmacy with courier’ to get your medication sent to you by a pharmacy. They will contact you for a short pharmacist consultation and payment before dispatching.

Alternatively, you can also choose to collect your medication from your nearest pharmacy.

If you choose ‘pharmacy with courier’, your prescription will be transferred within 2 hours of completing your ZAVA consultation. After this, you will be contacted by the pharmacy with the courier service. They conduct a short pharmacist consultation and request payment before dispatching.

Once dispatched, your medication should arrive the next working day.

If you need your prescription sooner, we suggest choosing our pharmacy collect option, where you will be able to collect in as little as 2 hours from our doctors accepting your request.

If you select pharmacy with courier, your medication will be dispatched by the pharmacy for delivery the next working day.

If you need treatment more urgently, you can choose our pharmacy collect option, where you will be able to collect in as little as 2 hours from our doctors accepting your request.

You can track the current status of your order through your patient account.

If you choose our pharmacy collect option, you will be able to collect in as little as 2 hours from our doctors accepting your request.

Prescriptions can be available to collect from your pharmacy in as little as 2 hours. However, we recommend that you contact your chosen pharmacy to confirm this before going to collect.

If the pharmacy has no record of your prescription, please message us through your patient account and we will try to solve this issue as quickly as possible.

Every questionnaire we receive is reviewed by a doctor who looks at your answers before prescribing any treatment to make sure it's right for you. Your health and safety are always our top priority, and if we think what you've requested isn't safe or suitable, we will not approve it.

No. You will never pay for any treatment you do not receive. At ZAVA, you only have to pay if we can help.

A real doctor reviews every questionnaire we receive before prescribing treatment. They do this to ensure you need treatment and that your preferred treatment is safe and suitable. If they have any concerns, they will ask for more information before approving your treatment. This is done entirely for your safety and to ensure we always provide you with the best health care possible.

If you reply to your doctor's message and they are happy with the information you provide, they will approve your order, and it will be securely sent to the appropriate pharmacy.

This will depend on when you reply to your doctor's message and whether they approve your order after receiving the required information. We will send you an updated delivery estimate once your order has been approved.

If you no longer want treatment, you can cancel your order through your patient account, but we recommend checking your messages from the doctor first.

There are a number of different reasons that a request or order may be cancelled. If this happens, a doctor will message you through your patient account with the full details, along with information on what to do next. You will also receive an email telling you that you have a new message in your patient account.

Yes. But first, please check your patient account, as your doctor may have recommended an alternative treatment or needs more information before prescribing your order.

Possibly. But first, please check your patient account, as our doctors will have explained why your order was cancelled. If it is because the treatment is unsuitable, or there are other concerns about prescribing it to you, then ordering the same treatment will only result in another cancelled order.

Refunds typically take 3-5 working days to process, but this depends on the speed at which your bank processes the refund. If you haven’t received your refund after 7 days then you should let us know. When you place an order, the money is not immediately taken from your account, but instead frozen until a doctor accepts your order. If the doctor decides that the treatment is not appropriate, the funds will be unfrozen and never leave your account.