You'll be sent 2 or 3 emails when you order.
- A confirmation email will be sent to you at the time you place an order
- A second email will let you know when our doctor has assessed your medical information and will update you on the status of your order
- If your order has been approved, a third email will inform you of the dispatch
If you have a specific enquiry about Royal Mail deliveries in your area, you can find a list of them here: http://www.royalmail.com/service-updates.
All packaging is completely plain and does not indicate the contents inside. Only your address appears on the packaging. Nothing on the outside of the packaging indicates prescription medications within.
All items are dispatched on the day of the order if it's ordered before 4pm, or next working day if after, except at weekends where the order will be shipped on the following Monday.
- With free standard delivery we aim to deliver your package within 2 to 3 working days
- With next day delivery (extra fee as indicated on the delivery page), you can receive your package before 1pm the next working day
- With next day click & collect your package will be delivered the next working day to a Royal Mail post office of your choosing. We'll send you an email or SMS when your package is ready to collect. You'll need to bring a proof of identification in order to collect your package
A signature is required on receipt of delivery, but it can be signed for by you or a person of your choice. If you need to ask about a delivery please call our Customer Support on 0203 588 0292.
If you notice that your order has not been delivered by the time and date that it's supposed to, please get in touch with us as soon as possible. This will help us figure out what the issue is, send out a new shipment where we can, or look at other alternatives.
Zava does not currently offer international shipping.
However, we're working on bringing Zava everywhere around the world. Send us an email at firstname.lastname@example.org to let us know where you live.
If for any reason the doctor requires additional information to enable them to assess your suitability to a treatment, you’ll find a message in your account or you’ll receive a text message or a phone call.
If for any reason an order is declined, you’ll be informed of the reasons and refunded in full to the same payment card.
Cancellation of medicines order
Cancellation for medicines can be made up to the issuance of a prescription only. Once the prescription is issued and the confirmation is sent to you, cancellation will not be possible.
This is due to health and safety reasons. Please note: a doctor may issue a prescription within minutes or hours of an order being placed.
If you have unwanted medicine, please take it to a pharmacy for safe disposal.
Cancellation of goods (Test Kit) order
You have the right to cancel an order within 14 days from when the order is delivered to you or the person you've identified for delivery purposes. We ask you to send a message in your account indicating that you wish to cancel your order within the 14-day window.
If the good was already dispatched to you before we receive the notice of cancellation, you must acknowledge and understand that we will not be able to proceed with a cancellation and refund if you have opened the good or used it. Only goods in their original packaging which are not damaged in any way will be accepted and refunded (except if due to us, or if the damage occurred during the delivery).
Cancellation of orders requiring several provision of services (such as pre-assessment based on photos)
You have the right to cancel up to 14 calendar days after you have pressed the button “Submit”. However, if our doctors have started to provide a service at your request at the time of cancellation (e.g. the doctor has started to assess your health condition by looking at the photos you provided), we'll ask you to pay the costs relating to this.
Damaged or faulty goods
Damaged or faulty goods on receipt can be returned to us and a full refund will be given including your postage costs.
Please first send us a message in your account to let us know of your intention to return faulty goods. In this message, please include the nature of the fault, the order number, and a picture of the good. Once we’ve confirmed your request, we’ll instruct you to send back the good and will refund the costs of the good and postage.
Please make sure that the returned item is complete and is packaged safely to avoid further damage, and include all the original packaging. We recommend that you return faulty goods by registered mail. Please note that if the item is further damaged by the process of return, an appropriate sum will be deducted from your refund.
If the doctor, for any reason, decides not to issue a prescription for an ordered medicine, you'll be notified via a message in your account and a full refund will be made to your card within a few days. You'll be able to see the reason the prescription could not be issued in your account where you can see messages from our doctors.