Delivery and Click & Collect Information

Standard delivery (free)

Your delivery will arrive in 2 to 3 working days.

Next day delivery (£2.49)

Your delivery will arrive the next working day when you place your order before 3pm on Monday to Friday.

Next day express delivery including Saturday (£5.79)

Your delivery will arrive the next day before 1pm when you place your order before 3pm Monday to Friday. This service includes Saturday delivery.

If you place your order on a weekend or bank holiday, your order will be posted the next working day.

Please note that somebody will need to be home to accept your delivery. If nobody is home then delivery will not be possible.

For any items that require refrigeration upon delivery you must ensure this can be done. If no one is available at your delivery address to receive the item and the item is no longer usable unfortunately we cannot offer you a refund.

Express delivery

Your delivery will be processed urgently, and tracking details with live updates will be provided by Royal Mail directly.

Collection (Click & Collect)

If you’d prefer, you can collect your order from your chosen Asda Pharmacy. Our doctors will still need to review and approve your order. Your order will not be ready to collect until they have done so. We’ll let you know once your order is ready to collect.

On rare occasions our pharmacy may experience sudden stock issues. Every effort will be made to contact you as soon as we are aware of any issues. Our Customer Support Team, will provide further options and support, if necessary. This may cause delays in receiving your treatment in full.

Standard delivery (free)

Your delivery will arrive in 2 to 3 working days.

Next day express delivery (£3.99)

Your order will be delivered by 1pm the next day (Monday to Friday), when ordered before 4pm.

Saturday delivery (£7.99)

If you place your order by 4pm on a Friday, we can deliver by 1pm on Saturday.

You can check the status of your order by signing into your patient account. You can track an order that has been dispatched with your Royal Mail tracking number.

Urgent treatments

You may need some treatments, such as the morning after pill or cystitis treatment, as soon as possible, in which case we would always recommend using an Asda Pharmacy for collection in these circumstances. In urgent circumstances we will only send them to you using our next day express delivery service. Charges will still apply for delivery.

Doctor review process

ZAVA doctors review all orders within 24 hours on weekdays, but aim to do this within 6 working hours. You will not be charged if your order is not approved (i.e. our doctors believe the product is unsuitable, based on the information you have provided).

Contactless delivery

Given the current circumstances, you do not need to sign for your delivery yourself. Royal Mail will sign on your behalf to minimise contact. However, someone will still need to be home at the time of delivery to accept the package. If nobody is home then delivery will not be possible.

Confidentiality

Your order will arrive in plain packaging. Our return address will be visible (without our company name). The packaging will not show any information about what is inside.

What if my order is damaged or faulty?

If your order is damaged or faulty, it is important to keep everything you’ve received (including the inner and outer packaging) and send us a message through your account. Please include the order number, and one or more photos of the damaged goods, in your message. It may be necessary for you to keep the damaged item/s and packaging up until the point of any investigation being completed in case further information is required. Missing information can impact our ability to investigate.

Cold chain deliveries

• Once dispatched and the order is in transit, please do not submit delivery requests via Royal Mail to your own address, a neighbour,a safeplace, or to be held at the delivery office for collection. This will cause delays, potentially breaking cold chain and invalidate claims.
• If your delivery has arrived late, place it in the fridge immediately but please do not use this yet. Please get in touch with our team for advice and hold on to all consumables until the investigation is complete. Should you return all pens without communication you may find you are not eligible for a refund/reissue of all returned pens.
• All of our orders require a signature on delivery and the medication needs to be placed in the fridge as soon as possible. If nobody is available to sign for your order it will be taken back to your nearest delivery office. We pack your order in such a way to ensure the cold chain (medication remaining between the temperature of 2°C–8°C) exists for up to 52hrs, therefore it is the patient’s responsibility to collect this within this time frame.
• On delivery of Saxenda, you will find your pens enclosed within the white Woolcool bag, this is to ensure they are kept within temperature during transit.