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?
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.
But informing your GP is completely optional. And all treatment you have through Zava, and any messages you send and receive, are totally confidential.
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.
Do you have real doctors working for you?
Yes. As you can see from our team page, we currently have several doctors working for us in our London office. Our medical director is Dr. Louisa Draper.
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.
Receiving your order
How quickly can I get my medication?
If you place an order before 4pm between Monday and Friday, we will process that order the same day. This means it will be dispatched on the same day using the delivery option you selected.
If you select our standard delivery option, we will attempt to deliver in 48 hours. Certain postcode areas will receive a three-day service.
Next Day Express Delivery
If you select our next day option, we will deliver your medication before 1pm the next day. This service costs £3.99.
Next Day Click & Collect
If you select the Next Day Click & Collect option, you can collect your order from a Royal Mail post office the next working day. You will receive an email or SMS as soon as your order is ready for collection and you will need to bring proof of identification. Your order will be available to collect from your selected Royal Mail post office for up to 18 days.
If you place your order after 4pm on a Thursday, we can also offer a Saturday delivery service at an additional charge.
Does Zava ship internationally?
We currently only operate within the UK, Ireland, France, Germany, Austria and Switzerland.
However, we are working on bringing Zava everywhere around the world. Send us an email email@example.com to let us know where you live!
Is the packaging discreet?
Yes. All packaging is plain and has no reference to the contents inside or to the Zava brand.
Do I have to sign for my delivery?
Yes. Your delivery has to be signed for. If you are not available the postman will leave a card for you to arrange re-delivery or to pick it up from your local depot. If you have any specific issues with delivery to your address, it is worth making us aware of the issue via your account.
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 02035880292. 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.