Frequently asked questions
About our service
Is the service confidential?
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.
Does my GP have to be told about my treatment?
For most of our services informing your GP is completely optional. Guidance from the General Pharmaceutical Council states that for certain medications or conditions, online healthcare companies need to share the information about our consultation with your usual GP. Without one, we can't safely prescribe. In these cases we might need to follow up with you to provide these details before we can issue your treatment.
It’s a good idea to tell your GP about any treatment that you’re having through ZAVA. Letting your GP know allows them to understand your needs and work out the best way to treat you in the future.
If you do want to keep your GP informed, you can download a GP letter from the ‘Order History’ section of your account. If you prefer, ZAVA can send this letter directly to your GP. If you’d like us to do this, send us a message through your account including your GP’s name, and the address of the surgery.
Is the service you offer legal?
Yes. We are a CQC (Care Quality Commission) registered online doctor service. We have UK registered doctors working for us who are legally allowed to prescribe medicines online. If you want further information, check out our registration on the CQC website.
Are the medications you provide genuine?
Yes. We offer treatments from all the major drug manufacturers including Pfizer®, GSK®, Bayer®, Merck®, Lilly® & Roche®.
How do I take the medicine?
When we send out medication we provide you with detailed instructions on how to take the medicine. If you have any questions before or after taking the medication, then you can contact the online doctor either via phone or via your account.
Are you open on bank holidays?
Our doctors work on bank holidays so orders can be reviewed and processed, but our customer support phone line is closed.
I’m not satisfied with your service, how can I complain?
If you want to complain about your order or the service you’ve received please contact our Customer Support team on 020 3588 0292. They’ll let you know whom you need to send your complaint to. For more details about how your complaint will be handled, please see our terms and conditions.
Delivery, collections, and refunds
Royal Mail Strike Action
I think my order is delayed. How can I find out where it is?
If you are waiting for a delivery and are unsure where it is, please use the Royal Mail tracking service for more information. You will need your tracking reference number, which we will email to you.
ZAVA can not provide tracking information after your order has been received by Royal Mail.
What do I do if my order isn’t appearing on the Royal Mail tracking system?
Royal Mail is experiencing delays in adding orders to its tracking system. If your order does not appear, please remain patient and try again later. Alternatively, you can contact Royal Mail directly.
We are continually processing new orders, and there are no delays at ZAVA. All delays are currently due to the Royal Mail strike action after orders have been dispatched.
Can ZAVA tell me when I will receive my order if it is delayed?
ZAVA can not provide tracking information once your order has been received by Royal Mail.
What do I do if I want to cancel my order because of delivery delays?
After a medication has been dispensed to a patient, it can not be repurposed even if it is returned. So while you can cancel your order, we will be unable to provide a refund.
What do I do if I need urgent medication and my order is delayed?
If you need medication urgently and your order is delayed, you should contact your GP or seek emergency medical advice if required.
What do I do if my treatment is delayed and it must be refrigerated at all times?
All refrigerated items are dispatched in special packaging to make sure they stay at the correct temperature (2°C–8°C) for up to 52 hours.
If your order is delayed, but you receive it within 52 hours of doctor approval, please immediately refrigerate it and use it as normal as instructed by your doctor.
If your order is received after 52 hours from approval, please immediately refrigerate it and contact our customer support team.