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 Patient Care team on 0203 8083 239 who can help you with this process

Weight loss orders:

Submit photos

If this is your first weight loss order, or if your doctor has requested additional photos, please submit them so your doctor can review your order.

Learn more about verifying BMI

Doctor reviews order

One of our doctors will review your consultation and photos to make sure treatment is safe and suitable.

Order is dispatched

Your order will be passed to Royal Mail after it’s approved. We will send you an updated delivery estimate at this time. Royal Mail will also provide you with full tracking information directly when your order is dispatched.

To keep your treatment safe, please avoid changing your delivery date or redirecting your parcel via Royal Mail, as this could cause delays or affect temperature control. Royal Mail will email you tracking details and confirm your exact delivery day.

Treatment delivered (1-2 days)

Royal Mail will deliver your order based on your chosen delivery method. If you’ve chosen the signed-for delivery option, someone will need to be home to sign for your delivery.

Our doctors may require further information before they can accept your order and prescribe medication, so be sure to check your account. If you do not respond to this request for additional information within 14 days, your order will be cancelled and you will be fully refunded.

All other treatments (morning after pill, ED, the contraceptive pill, etc.)

After you complete your order and payment, you will receive an email confirmation. Your order will then be reviewed by one of our GMC registered doctors to make sure that this treatment is safe and appropriate for you, which can take up to 24 hours.

Once a doctor has reviewed your order, you will be sent a message through your secure patient account. If approved, your order will be dispatched via your chosen delivery method. If not approved, you will be fully refunded within 5 days.

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.

Your Patient ID number is a unique number that can be found in all emails from ZAVA and in your patient account. It helps our doctors and Patient Care Team identify your account so they can assist you more efficiently.

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 as quickly as possible.

When our doctors or Patient Care Team send you a message, you will receive an email notifying you. 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 will find an unsubscribe button at the bottom of all emails that we send you. Simply click on this button and it will deactivate you from all future emails until you resubscribe.

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 Patient Care 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.

Before taking the test, make sure you are well hydrated. Drink 2-3 large glasses of water before attempting to take a sample.

Warm up your hands in hot water for 3-5 minutes to improve the blood flow to your fingers.

Swinging your arms and clenching your fists can also help improve blood flow.

When you have pricked your finger with the lancet, massaging your hand in a downward motion can help to “milk” the blood out of your finger. Once a droplet has formed, you can tap it against the side of the tube to help guide it in.

Your test kit will have an illustrated guide on the best way to provide a blood sample.

When you place your order, you’ll be taken to a secure payment page, or redirected to PayPal, Apple Pay, or Google Pay, depending on the payment method you choose. Your bank may show the amount as pending in your account, but you’ll only be charged once a doctor has approved your order. If your order is not approved, the pending amount is released immediately by us, and no money is taken.

We accept:

• Visa (credit, debit, Electron)
• Mastercard (credit, debit)
• PayPal
• Apple Pay
• Google Pay

Yes. You can choose PayPal, Apple Pay, or Google Pay at checkout and will be redirected to their secure payment system.

• Before approval: If the doctor has not yet approved your order, you can cancel it in your patient account by sending us a message. In that case, the pending amount will be released, and no charge will be taken.
• After approval: Once a doctor has approved your medication order and it has been charged, we cannot offer a refund.
• Exceptions: In rare or exceptional cases, we may consider a refund if we are able to stop processing before dispatch. For tests, kits, or services, different rules may apply.

Read our delivery and returns policy for more information.

Yes. Update your billing address any time in the personal details section of your account. Changes apply to future orders but won’t affect orders already placed.

Yes. All payments are processed securely using industry-standard technology — the same level of protection used by banks. We never store your full card details, and only share the minimum information needed to complete your order safely. Access to your information is strictly limited, and every partner we work with must meet the same high standards.

Read our privacy policy for more information.

Payments will appear as Health Bridge Ltd. Your bank statement will not show any information about your treatment.

Our prices cover the full service, not only the medication. This includes:

• a doctor carefully reviewing your questionnaire to make sure the treatment is safe for you
• your prescription (if approved)
• the cost of your medication from a UK registered pharmacy
• ongoing access to our Patient Care Team and our doctors if you have questions about your treatment

We don’t add hidden consultation fees or extra charges later on. The price you see is the final price you pay.

Yes. ZAVA offers services in the UK, the Republic of Ireland, France, Spain, 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.

Weight loss deliveries:

In most cases, your order is reviewed by one of our doctors within 24 hours. Once approved, it’s usually dispatched the same day and delivered the next day.

After your order has been dispatched, you’ll receive an updated delivery estimate directly from Royal Mail.

Important: Please don’t try to change the delivery date or time with Royal Mail. Because weight loss treatments are delivered chilled, changes to delivery can cause issues with refrigerated orders and may affect the quality of your medication.

Treatment and test kit deliveries:

The timeframe for your delivery will depend on which delivery option you select. All orders are dispatched at 6pm, 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 upon delivery if you chose the signed-for option. 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.

We will always update you on the status of your order via your patient account and emails. Please double-check that our doctors have not requested more information in order to process your order.

For weight loss orders

If your order has been approved by one of our doctors, it’s usually dispatched the same day and delivered the next day with Royal Mail.

As soon as your order is on its way, you’ll receive your tracking details directly from Royal Mail.

If you haven’t received a dispatch email yet, your order is likely still with our doctors for review. This can take up to 24 hours.

You can check your patient account and your emails at any time for updates on your order.

We do not send anything to your address, only your medication which is optional on the delivery services page.