Frequently Asked Questions

If you know the product or service you are looking for then head to the relevant page and click on the order button. From here you can complete a short medical questionnaire, which one of our doctors will then review. If you’re not sure what treatment you need, you can message one of our doctors for free through your patient account. They will then suggest the best course of action. If you have placed an order for treatment before, you can quickly re-order your medication from within your online account.

The questionnaires are the easiest way for our doctors to get the information they need to assess your condition. Our doctors use your answers to make sure they can treat you remotely in a way that is appropriate and safe.

After you have placed your order, one of our doctors will review it. We do this to make sure we can safely offer you treatment remotely and that the treatment you have selected is right for you. We guarantee to review your order within 24 hours but aim to do this within 6 working hours of you placing your order.

Like your NHS GP, we only treat patients directly, so you cannot order a treatment or message a doctor on behalf of someone else. Patients may receive help using our website and services if needed, but all responses must be from the patient themselves.

Our service is available for people over the age of 18. The exceptions to this are the contraceptive pill, emergency contraception, and period delay treatment. These services are available for people aged 16 and over.

We review all orders within 24 hours of them being placed (during weekdays), but aim to do this within 6 working hours.

You can message one of our doctors using your patient account and we aim to reply within 24 hours. We do not currently offer phone or video consultations.

Please note that our doctors will always ensure your preferred treatment is safe and that you are suitable for remote consultation. If you are unable to find the product you are looking for, our doctors may be able to offer advice or a suitable alternative.

Any transactions will appear on your bank statement as ‘Asda Online Doctor by ZAVA’.

DPD

Express Delivery excluding refrigerated items (free of charge)

Orders placed and approved before 3 pm from Monday to Friday will arrive the next day between 7am and 9pm. Express Delivery includes Saturday delivery. Please note, certain UK addresses may not be eligible due to courier restrictions. Someone must be home to receive your order.

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

Orders placed and approved before 3pm from Monday to Friday are guaranteed to arrive before 12pm the following day. Next Day Guarantee includes Saturday. Some UK addresses may be excluded due to courier restrictions. Someone must be home to receive your order.

Express Delivery including refrigerated items (£3.50)

Orders placed and approved before 3pm from Monday to Friday will aim to be dispatched the same day for delivery the next working day between 7am and 9pm. You should always refer to the delivery estimate provided, you will receive a dispatch notification from our courier providing more accurate delivery information. Express Delivery includes Saturday delivery. Some UK addresses may be excluded due to courier restrictions for Express Delivery.

You must ensure someone is available to receive the delivery and ensure the item is placed in a refrigerator immediately upon receipt. Due to the nature of refrigerated products the delivery address is not able to be changed once the order has been approved by our doctors. We cannot offer refunds for items that became unusable due to failed delivery attempts.

Deliveries will be attempted twice before being returned to the dispensing pharmacy, you will not be entitled to a refund in the event of a returned delivery.

Unserviced DPD territories (Royal Mail)

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. A signature will be required on delivery orders. They will not be posted or left in a safe place.

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.

A signature will be required on delivery orders. They will not be posted or left in a safe place.

For refrigerated items, ensure someone is available to receive the delivery and ensure the item is placed in a refrigerator immediately. We cannot offer refunds for items that became unusable due to failed delivery attempts.

Please find a list of Royal Mail serviced postcodes here.

Test Kit delivery (Royal Mail)

Standard Delivery (free)

Your delivery will arrive in 2 to 3 working days.

Next Day Express Delivery (£3.99)

Orders placed before 4pm from Monday to Friday, will be delivered the next working day.

There is no signature requirement for the delivery of test kits.

Express Delivery excluding refrigerated items is free of charge. Our Express Delivery, including refrigerated items costs £3.50. We also offer Next Day Guarantee, including refrigerated items for £7.00.

Standard Delivery is free. Next day Express Delivery costs £3.99.

Your order will arrive in a plain white box. It will not feature our company name or any details about what’s inside.

You may be able to change your delivery date or address if this is before a doctor has approved your doctor. Please contact our Patient Care Team on 020 3467 2020. We’re available 9am to 5pm Monday to Saturday, and 10am to 4pm on Sundays and they will look at this request for you. Someone will need to be in to accept your order. Cold chain products such as Wegovy and Mounjaro will be required to go straight from our cold chain delivery to your fridge. Once dispatched and the order is in transit, please do not submit delivery requests via your dedicated courier to your own address, or a neighbour, or a safeplace, or to be held at the delivery office for collection. This will cause delays, potentially breaking the cold chain and invalidate claims.

If your Wegovy or Mounjaro delivery arrives late, refrigerate immediately and contact our team for advice. Please do not use the contents until advice is given. Please hold on to all consumables until the investigation is completed and do not attempt to return any goods, until investigations are completed. Failure to do so could mean you are no longer entitled to a refund.

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 48hrs, therefore it is the patient’s responsibility to collect this within this time frame.

On delivery, you will find your pens enclosed within the temperature controlled packaging, this is to ensure they are kept within temperature during transit.

If a doctor has not yet approved your order, we’ll do our best to stop it before it’s processed. If we can, we’ll be able to issue you with a full refund. If we’ve already sent your order we will not be able to offer you a refund.

The only exception to this is if you have ordered a test kit and no longer want to use it.

To cancel a test kit order you can message us through your account within 14 days of placing your order. If the kit has not been sent for testing, then we will be able to issue you a refund. You may be asked to return the kit to Asda Online Doctor before we can issue your refund. If you’ve sent your sample to the lab for testing then we are unable to offer a refund.

If you have placed an order for pharmacy collection, we cannot provide a refund after we have approved the order. If you are cancelling your order as you can no longer collect it from your choice of pharmacy, we can arrange for it to be sent to a different Asda pharmacy or to your address via a tracked delivery service.

If you have used or unpackaged your order, then we are unable to accept a return for hygiene reasons. We are also unable to accept returns for any medicines.

You will need to cover the cost of returning your order. The only exception to this is if your order arrives damaged or faulty. If this happens then please contact us through your patient account.

You can find out more about your returns policy on our Terms and Conditions page.

If you are having trouble with your ordered product, feel free to get in contact with our team via your patient account and we can help you resolve this. Please hold on to all consumables until the investigation is complete.

We take your privacy seriously. Access to your information and medical record is strictly private and confidential. Our clinical and Patient Care teams receive specific safeguarding training and this training is mandatory for our doctors.

All our staff receive data protection and security training and are subject to confidentiality. Access to patient information is made through secure means (VPN) on encrypted machines. To know more about data protection and who we share your data with, please read our privacy notice.

We recommend telling your GP about any treatments you have received from us. This allows them to understand your medical history and continue to treat you better. It is your choice whether you tell your GP or not and we will never share your medical information without your consent.

For some chronic treatments, we may have to provide notification of treatment to your regular GP. This complies with current GPhC regulations. There may also be some situations where we have a legal obligation to notify your GP for the safety of you and people around you.

If you have a concern or complaint then please contact our Patient Care team. Further details can be found on our complaints page.

If you need to get in touch with our Patient Care team you can give us a call on 020 3467 2020. We’re available 9am to 5pm Monday to Saturday, and 10am to 4pm on Sundays. You can also email us at [email protected].

The Asda Online Doctor by ZAVA website is operated by Health Bridge Limited. Health Bridge Limited is registered in England and Wales under company number 07392646. The registered office is 46 Essex Road, London, N1 8LN. Health Bridge Limited is registered with and regulated by the Care Quality Commission (CQC), the regulator of NHS and private medical providers, under registration number 1-201500907. As such, we comply with the Health and Social Care Act 2008.