ZAVA Online Doctor Frequently Asked Questions

To place an order, please go to the relevant page for the treatment or medication you want to order. On that page there will be a prominent button that says “Request Treatment”. When you click that button, you will be guided through a short questionnaire to provide information about your health for our doctors. You can then choose your medication or treatment, select a delivery option, and provide payment for your treatment.

No, you cannot place an order over the phone as all orders must be completed through our secure online system. If you are having difficulties placing your order online, you can call our customer support team on 0203 8083 239 who can help you with this process.

Some details, such as future delivery details and billing information, can be updated in your patient account.

If you would like to change personal details that relate to your identity, such as name and date of birth, then you need to contact our Patient Care Team. You can do this by either messaging through your patient account, or calling on 020 3808 3239.

If you are having troubling logging into your account, you can reset your password here.

If you are trying to register an account but are unable, it is possible that you may have already registered with that email address. Try following the reset password process.

If you are still unable to access your account, contact our Patient Care Team on 020 3808 3239.

To register with ZAVA and create an account, click here. All you need is an email address, and you will need to provide us with some basic details to set up your account.

If you would like to contact us, you can message our doctors or Patient Care Team for free through your patient account. If you would like to speak to someone from the Patient Care Team over the phone, you can call us on 020 3808 3239

Please note you cannot speak to a doctor over the phone. If you have a medical query for a doctor, please message through your patient account.

For more information on how to contact us, click here.

Yes, all orders and prescriptions are reviewed by real doctors who are registered in the UK. If you would like more information on the doctors that work with ZAVA, click here.

If you have a medical query, you can send a message to our doctors through your patient account for free. Our doctors will respond to your question within 24 hours.

When our doctors or Patient Care Team send you a message, you will received a email notifying you of the message. To view the message you simply need to log in to your patient account and go to the “Messages” section. Then click on the subject line of the message to read the full message.

When you place an order, you will receive an order confirmation via email. To provide a discreet service this email will not have any details about your order, such as the treatment ordered.

You will also receive an email confirmation when you receive any messages in your patient account from our Patient Care Team or our doctors, such as when an order has been approved or a request for further information.

Once your order has been dispatched, you will receive an email from our courier service with tracking information for your order.

If you want to know who the Responsible Pharmacist is in our ZAVA pharmacy at any given time, you can email our pharmacy team at pharmacy@zavamed.com. They will not be able to support you with any queries regarding your order or treatment.

If you have any questions or need assistance with your order, you can message our Patient Care Team for free through your patient account, or call on 020 3808 3239. Our Patient Care Team can work directly with our pharmacy team to assist you.

For more information about our pharmacy team, click here.

Yes, the service we offer is legal and safe. ZAVA is registered with the CQC (Care Quality Commission) and all doctors are licensed to prescribe medicines in the UK.

For more information on how ZAVA is regulated, click here.

You should receive your test results within 5 working days of your sample reaching the lab.

Once the lab processes your sample, our doctors will send you your results via a message in your patient account. You will receive an email notification to alert you that there is a message, but this email will not contain any confidential medical information.

You should regularly check your patient account for updates.

It can take up to 5 working days after your sample reaches the lab to get your test results.

If it has been longer than 5 working days, please contact our Patient Care Team by messaging them through your patient account or giving them a call on 0203 8083 239. They can contact the lab on your behalf for an update on your results.

Our tests are processed by The Doctors Laboratory based in Central London.

Your test request form is an A5 sheet of paper included in your kit. We have already completed all the necessary information (your name, date of birth and the test you require). Make sure you include this, as well as your labelled sample, in the pre-paid envelope.

Please contact our customer support team on 020 3588 0293, and a member of their team will be able to help you.

Your test kit is valid for up to 6 months from the day of purchase.

Yes, we can provide your GP with your test results. If you would like us to do so, please message us through your patient account with your GP’s full address and we can arrange to your results to be sent to them.

Once you have selected your treatment and chosen your delivery option you will then be redirected to Sagepay's secure payment page. You will need to enter the information required before confirming you would like to proceed with placing your order. A payment is then automatically taken for your item but is still subject to a review by our doctor.

We currently accept payment by Visa Electron, Debit or Credit Card and by Mastercard Debit or Credit card.

We accept payment by Visa Electron, Debit or Credit Card and by Mastercard Debit or Credit card only. It is not possible to pay with PayPal for our services.

Due to UK medical guidelines, we cannot accept a return or refund an order once it has been dispatched from our pharmacy. More information can be found in our delivery and returns policy.

If your order has not been dispatched by our pharmacy then you can cancel your order by sending our Patient Care Team a message through your patient account, or calling us on 020 3808 3239.

Due to UK medical guidelines, we cannot accept a return or refund an order once it has been dispatched from our pharmacy. More information can be found in our delivery and returns policy.

You can amend your billing address in the personal details section of your account. This will not amend any previous orders that have been placed but will be effective for all future purchases.

Any information you provide during the payment stages is securely stored on our server. If you are concerned, more information can be found in our Privacy Policy.

A payment will appear on your bank statement for Health Bridge Ltd. It does not contain any information about what has been ordered from our service.

Yes. ZAVA offers services in the UK, the Republic of Ireland, France, and Germany. If you would like to order medication to one of these countries, you must place an order through our website for the relevant country.

We cannot deliver orders to other countries.

Our standard delivery is free of charge. The express service costs £3.99 both during the week and for our Saturday delivery service. All express orders are sent via Royal Mail's Special Guaranteed delivery service. Your tracking number will be sent to you on the evening your item is dispatched.

The timeframe for your delivery will depend on which delivery option you select. All orders are dispatched at 4pm, and any orders approved after this time will be dispatched the following day.

• Our free standard delivery can take up to 3 working days to be delivered.
• Our express delivery will be delivered the next working day by 1pm.
• Our Saturday express delivery will be delivered on Saturday by 1pm.

When your order is dispatched, you will receive an email from our courier service with a tracking reference number which you can use to track the status of your order. All orders must be signed for on delivery, but someone else may sign for it on your behalf.

For more information on our delivery process, click here.

All products are sent in plain, discreet packaging with only a Royal Mail postage label on the outside of the item. The only exception is for asthma inhalers which Royal Mail requires you to attach an ID8000 consumer commodity label to the package.

All of our orders are delivered by Royal Mail.

It is not possible to specify what time Royal Mail will deliver your item via our Standard delivery or Express services.

All orders must be signed for when they are delivered. If you are not going to be available, someone else may sign for this on your behalf.

If nobody is available to sign for the delivery, then your order will be returned to the nearest Post Office and the Royal Mail will leave a “whilst you were out card” which will provide information on how to arrange redelivery. If they do not leave a card, you can also arrange a redelivery on the Royal Mail tracking website using the tracking reference provided when your order was dispatched. You may also be able to collect it directly from the Post Office.

If you do not arrange redelivery or collect your order from the Royal Mail, it will be returned to sender after 18 days. We will notify you once we receive the order to arrange redelivery. If you do not arrange redelivery within 4 weeks, it will be destroyed.

We aren't able to send orders to forwarding companies or PO Boxes. As you are oredering prescription medication, there is a requirement that the prescription contain the name and address of the person the medication is intended for. It is for this reason we are not able to accept such addresses.

After your order has been approved by one of our doctors, you will receive a message in your account. Please log into your account to view this message which will contain details on the progress of your order.