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
Your order will be dispatched for delivery after it has been approved by a doctor. This is usually on the same day for orders placed up to 6pm. Please note that should our doctors have further clinical questions or during busy periods, this may take a little longer.
What are my delivery options?
For weight loss injections
Order cut-off: Place your order by 6pm for next-day delivery. Orders placed after this time will be processed the following day.
Doctor review: Most orders are reviewed within 24 hours, often on the same day.
Delivery: Free next-day delivery
Delivered the next working day if you order by 6pm.
Your treatment is shipped in protective packaging to help keep it within the required temperature range during transit.
- Single pens can be delivered without a signature. Please note: If you choose this option, your parcel may be left in a safe place or with a neighbour.
- Treatment packs are delivered by 1pm the next working day. Someone must be available to receive and sign for the delivery.
- Store your treatment in the fridge as soon as it arrives.
To keep your treatment safe, please don’t change the delivery date or redirect your parcel via Royal Mail, as this may cause delays or affect temperature control.
You’ll receive tracking details and your delivery date by email from Royal Mail. To keep your treatment safe, please don’t change the delivery date or redirect your parcel, as this may cause delays or affect temperature control.
For Wegovy: single pens may arrive without cold packaging. Wegovy can be transported at room temperature (up to 30°C) for up to 48 hours and remains safe and effective when stored correctly. If unopened and stored correctly in the fridge, Wegovy can be used until the expiry date shown on the pen. Once opened, Wegovy can be stored in the fridge or at room temperature (below 30°C) for up to 6 weeks. Weight loss treatment packs will still arrive in cold packaging.
For weight loss tablets
- Free next-day delivery: your order will be delivered the next day (Monday to Friday).
- Next day express delivery on Saturdays (£3.99): if you place your order by 5pm on a Friday, we can deliver by 1pm on Saturday.
- Next day Click & Collect (£3.99): 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. Usually approval will be within 24 hours. 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 up to 24 hours.
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).
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 to 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.
Frequently asked questions
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.