Delivery, Collection, and Refunds
What are my delivery options?
At checkout, you need to select a delivery option. You can also see the estimated delivery date (note, times shown only apply if you order before 4pm).
- Free standard delivery: we aim to deliver a standard delivery order within 48 hours (Monday to Friday). For some areas of the UK, standard delivery can take 72 hours.
- Next day delivery unsigned (Free) for COVID test kits only: your order will be delivered the next day (Monday to Friday).
- Next day express delivery (£3.99): your order will be delivered by 1pm the next day (Monday to Friday).
- Next day express delivery on Saturdays (£7.99): if you place your order by 4pm on a Friday, we can deliver by 1pm on Saturday.
Bank holiday weekends
There may be changes to estimated delivery and Click & Collect dates over bank holiday weekends. You can see an estimated delivery date for your order, for each of our services.
If you need help, please call our Customer Support team on 020 3588 0292 (8am to 7pm Monday to Friday, 9am to 6pm Saturday, and 10am to 4pm Sunday).
Outside these times, you can message us through your account.
What if I place my order after 4pm, or at the weekend?
If you order after 4pm Monday to Friday, your order will be processed the following working day. This means:
- if you order next day express delivery after 4pm on a Monday, your order will be processed on Tuesday, and will be delivered on Wednesday
- if you order next day express delivery after 4pm on a Friday, your order will be sent on the following Monday and you’ll receive your order on Tuesday
If you order before 4pm on a Friday, you have the option of next day express Saturday delivery.
If you order at any time on a Saturday or Sunday, your order will be processed on Monday.
What if the doctor needs more information?
In some cases, the doctor may need some more information from you to continue with your order. When this happens, one of our doctors will send you a message through your account.
Once we have all the information we need, the doctor can continue to review your order.
Do I need to sign for my order?
This depends on what you order and the delivery method you choose.
- Medication: always requires a signature
- Test kits (including COVID-19 tests): no signature required unless you choose next day express or Saturday delivery
If your order requires a signature, you or someone on your behalf, will need to sign for it. If no one is home, your parcel cannot be delivered.
If you’re collecting your order at a Post Office, we suggest you check that your parcel has arrived, before going to collect it. You can track your order on the Royal Mail website using your tracking number. At the Post Office, you will need to show proof of ID and your tracking number to collect your parcel.
Contactless delivery does not require you to sign for your parcel, but someone needs to be home so that Royal Mail can sign on your behalf. This is to avoid unnecessary contact and to make sure that your parcel is safely delivered to the correct person.
What will my order look like?
Medication orders should arrive in a white box (see image). Test kits should arrive in a grey jiffy bag. Your address will be printed on the outside, as well as our return address (but not our company name). Nothing on the outside will indicate what is inside.
How can I track my order?
You can track your order using the tracking number you receive in your order confirmation email from us after placing your order.
You will also receive:
- a second email to let you know when our doctor has assessed and approved your order
- a third email to let you know that your order is on its way
What if my order has not arrived?
If your order has not arrived, please call our Customer Support team on 020 3588 0292 (8am to 7pm Monday to Friday, 9am to 6pm Saturday, and 10am to 4pm Sunday).
Outside these times, you can message us through your account.
You can check if there are currently any issues with Royal Mail deliveries in your area.
What countries do you deliver to?
Does ZAVA ship to the US?
ZAVA does not ship to the US. We can only deliver to UK addresses.
What type of addresses do you deliver to?
We can deliver to all UK addresses, including PO boxes. We cannot deliver to forwarding companies.
How do payments work?
When you place an order, a ‘hold’ is put on the funds in your account for this. Payment is only taken from your account once your order has been reviewed and approved by one of our doctors.
What if the doctor does not approve my order?
All orders are reviewed by our doctors. In some cases, a doctor will get in touch with you if they need more information to do this.
If we are not confident that a treatment is right for you, we may need to decline your order. If this happens, you will not be charged.
Can I get a refund?
If we need to issue you a refund after your order has been approved and you have been charged, this will take 2 to 3 working days to process.
See our guidelines below to learn more about when we can offer a refund.
I want a refund on a medication order
If a doctor has approved your order (and you’ve received an email to say so), we will do our best to see if we can stop the order before it’s processed. If we can, we will issue you with a full refund.
If your order has been dispatched (and you’ve received an email to say so), unfortunately we cannot offer you a refund.
I want a refund on a COVID-19 test kit order
You can return a COVID-19 PCR test kit or a lateral flow test (LFT) kit, provided the seal is not broken and it has not been used. We will charge a £10 administration fee for a returned COVID-19 test kit.
Follow these steps to request your full refund.
1. Return your test kit to us. Please include a printed copy of your order confirmation email (or a note of your Patient ID) with your kit. Post this to:
46 Essex Road
2. Send a message to our Customer Support team to say you've sent your test kit back and request your refund. You can contact them via your ZAVA account.
3. We will process your refund once we've received your test kit and message you to say when this has been done. Your refund should take 7 days to process and reach your account from the day we receive your test kit. We appreciate your patience during this time.
I want a refund on a COVID-19 Recovery Certificate
We can refund your COVID-19 Recovery Certificate if our doctor reviews your order and finds that you are not eligible, based on the information you provide. If this happens, we will cancel your order and refund you in full (note, this can take 2 to 3 working days to process).
If you discover that a recovery certificate is not accepted for the purpose you need it after placing your order, please contact our Customer Support team immediately from your patient account. We can only refund your certificate if it has not been created yet (if we can, this will take 2 to 3 working days to process).
It is your responsibility to check the latest guidelines set out by your airline, destination, border control, venue etc., to ensure a COVID-19 Recovery Certificate complies with these and is accepted, before ordering.
I want a refund on a non COVID test kit order
If you have ordered a non COVID test kit that you no longer want to use, send us a message through your account within 14 days of ordering the kit, and we can issue you with a full refund.
However, if you’ve sent your sample to the lab for testing, we can no longer offer a refund.
I want a refund on a photo assessment service order
We will check what stage your order is at. Depending on this, we may be able to offer a partial refund.
Can I change my delivery address?
If your medication or test kit has not been dispatched yet (and you’ve not had an email to say so), we may be able to change the address it’s being sent to.
What if my order is damaged or faulty?
If your order is damaged or faulty, keep everything you’ve received (including the packaging) and send us a message through your account. Please include the order number, and one or more photos of the damaged goods, in your message.
We can usually send you a replacement order, once we have checked what has happened.
You can either send the damaged goods back to us, or dispose of them safely (see how to do this, below).
What should I do with medication I no longer want?
You should not throw any medication into a normal bin. You can take medicine you no longer need to any pharmacy where it can be disposed of safely.
The pharmacy will not take any information from you. You can remove any outer packaging (for example, anything that has your name on it), and throw that away separately.