Delivery and Click & Collect Information

This information is for guidance only. Your expected delivery date will be stated at checkout.

Somebody will need to be home to accept your delivery. If nobody is home then delivery will not be possible. These products are not available to be left in a safe place or with a neighbour.

DPD is our primary delivery provider and will carry out the deliveries for the majority of our services. Deliveries for our weight loss service will be carried out by Royal Mail.

The following postcodes are also serviced by Royal Mail and may occasionally experience changes to medication availability. We will let you know if there are any changes affecting your order:

Postcodes

Express Delivery excluding refrigerated items (free)

Your delivery will arrive the next working day anytime between 7am and 9pm, when you place your order before 3pm on Monday to Friday. Some delivery services are not available to all UK addresses due to courier restrictions. This service includes Saturday delivery.

Express Delivery including refrigerated items (£3.50)

Your delivery will arrive the next working day anytime between 7am and 9pm, when you place your order before 3pm on Monday to Friday. Some delivery services are not available to all UK addresses due to courier restrictions. This service includes Saturday delivery.

Next Day Guarantee pre 12:00pm including refrigerated items (£7.00)

Your delivery is guaranteed to arrive before 12pm when you place your order before 3pm Monday to Friday. This service includes Saturday delivery.

Weight loss services and unserviced DPD territories

Next day delivery including refrigerated items (£3.50)

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

Next day express delivery including refrigerated products (£7.00)

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

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.

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 Patient Care 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 track an order that has been dispatched with your couriers tracking number. Test kits are posted through your letterbox so signatures on delivery are not required for this service.

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. However, we do offer Express Delivery of urgent treatments which are always sent out on a guaranteed 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).

Signature required

Someone needs to be home at the time of delivery to accept and sign for your package. If nobody is home, then delivery will not be possible. We require signatures on all deliveries, but this does not need to be by the person who placed the order.

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 48 hrs, therefore it is the patient’s responsibility to collect this within this time frame.
• On delivery of Wegovy, Mounjaro, or any other cold storage medical products, you will find your pens enclosed within the white Woolcool bag, this is to ensure they are kept within temperature during transit.