Placing an order
Get answers to questions like:
- When should I order my next dose?
- Can I order more in advance?
- Why is my order pending?
Delivery, Collection, and Refunds
Our priority is ensuring you always have your treatments when you need them. Read on to learn more about our delivery and collection options. You can also learn more about our returns process if you have any issues with your order.
Weight loss deliveries
What are my delivery options?
For Weight Loss Injections
Processing times may vary depending on and demand. We aim to process all orders within 72 hours. However, during periods of high demand, processing may take up to 6 days. For the most accurate delivery estimates, please use our
Cold Delivery: £3.99 (Delivered by 1 PM the next working day)
Please Note: Processing times may vary depending on demand. We aim to process all orders within 72 hours. However, during periods of high demand, processing may take up to 6 days.
Cold Delivery is required for temperature-controlled products that need refrigerated storage until use by the patient. The flexible thermal packaging, which consists of an insulated pouch, maintains the necessary storage temperatures. Someone must be home to sign for your package, but this doesn't need to be you. Treatment must be placed in your fridge as soon as it’s received. This is the only delivery option available for treatments that require cold delivery (Wegovy, Saxenda, Mounjaro).
- To keep your treatment safe, don’t change the delivery date or redirect via Royal Mail, as this can delay your order or stop it from being kept at the right temperature. Royal Mail will email you tracking details and your exact delivery day.
For weight loss tablets
- 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. Please note: this does not apply to temperature-controlled products, like weight loss injections.
- Next day express delivery (£3.99): your order will be delivered 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.
- Next day Click & Collect (Free): your order will be ready to collect the next day from your chosen Post Office.
When will my order be delivered?
Your order will be dispatched for delivery after it has been approved by a doctor. At the moment, approval takes between 4-6 days. After approval, you will receive a delivery estimate and tracking information directly from Royal Mail.
Do I need to sign for my order?
All weight loss orders require a signature. That means someone must be home in order to receive your treatment.
How can I track my weight loss order?
You will receive full tracking information directly from Royal Mail after your order has been dispatched.
This will only be after your order has been reviewed and approved by a doctor, which currently can take between 4-6 days.
BMI Verification
Everything you need to know about submitting your photos:
- Why do we request photos before prescribing?
- How do I upload photos when I order?
- What photos do I need to provide?
Managing treatments
Get help with managing your treatments:
- How do I increase my dose?
- What if I missed a dose?
- How do I store my medication?
Home delivery (not including weight loss)
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. Please note: this does not apply to temperature-controlled products, like weight loss injections.
- Next day express delivery (£3.99): your order will be delivered 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.
- Next day Click & Collect (Free): your order will be ready to collect the next day from your chosen Post Office.
We always send the morning after pill or cystitis treatment by next day express delivery if you need to use these straight away (charges apply).
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: 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. For any items that require refrigeration upon delivery you must ensure this can be done. If no one is available at your delivery address to receive the item and the item is no longer usable unfortunately we cannot offer you a refund.
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.
What if my order has not arrived?
If your order has not arrived after your estimated delivery time, 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?
Orders placed with zavamed.com/uk can only be delivered to addresses in the UK.
Please note that, we do not deliver to forwarding companies, PO boxes or ‘virtual address’ services, like Parcel Motel, British Forces Post Office (BFPO) and Parcel Wizard. It is your responsibility to ensure your delivery address is accurate to avoid any issues or delays in receiving your order
Can I change my delivery address?
If your medication or test kit has not yet been approved by a doctor (and you’ve not had an email to say so), we may be able to change the address it’s being sent 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 with the exception of PO boxes and forwarding addresses. It is your responsibility to ensure your delivery address is accurate to avoid any issues or delays in receiving your order.
What if my order is damaged or faulty?
If your order is damaged or faulty, it is important to keep everything you’ve received (including the inner and outer 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. It may be necessary for you to keep the damaged item/s and packaging up until the point of the investigation being completed in case further information is required.
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).
Tracking
How can I track my order?
You can track your order using the tracking number you receive in your order confirmation email from Royal Mail 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
Collection (not available for weight loss)
What are my collection options?
We can provide collection from your local post office. You can find a local collection point here.
What happens if I do not collect my order?
If you do not collect your order within 18 days, you will not receive your treatment, and it will be returned to us. We do not provide refunds for orders that are not collected.
Can someone else collect my order for me?
You should collect your order yourself, but if you are unable to do so, you will need contact Royal Mail for more information.
Refunds
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 not be able to issue you with a refund. Where possible, 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 dispensed unfortunately we cannot offer you a refund.
I want a refund on a test kit order
If you have ordered a 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 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.
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.