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’.

Standard Delivery: Your delivery will arrive in 2 to 4 working days.

Next Day Delivery: Your delivery will arrive the next working day if you place your order before 3pm on Monday to Friday.

Next Day Express Delivery Including Saturday: Your delivery will arrive the next day before 1pm if 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 a note will be left for you to arrange another delivery.

Our standard delivery service is free of charge. We also offer next day delivery for £2.49, and next day express delivery by 1pm for £5.79.

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 Customer Support 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 sign for your order. Cold chain products such as Saxenda 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 Royal Mail 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 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, you will find your pens enclosed within the white Woolcool bag, 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 exceptions to this are if you have:

• ordered a test kit and no longer want to use it
• chosen to collect from an Asda Pharmacy and not collected yet

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.

If you are waiting for a delivery and are unsure where it is, please use the Royal Mail tracking service for more information. You will need your tracking reference number, which Royal Mail will email to you.

Asda can not provide tracking information after your order has been received by Royal Mail.

Royal Mail is experiencing delays in adding orders to its tracking system. If your order does not appear, please remain patient and try again later. Alternatively, you can contact Royal Mail directly.

We are continually processing new orders, and there are no delays at Asda. All delays are currently due to the Royal Mail strike action after orders have been dispatched.

Asda can not provide tracking information once your order has been received by Royal Mail.

After a medication has been dispensed to a patient, it can not be repurposed even if it is returned. So while you can cancel your order, we will be unable to provide a refund.

If you need medication urgently and your order is delayed, you should contact your GP or seek emergency medical advice if required.

If you need to order something urgently and you’re worried about delays, we recommend our Click and Collect service, which is currently unaffected by the strike action.

All refrigerated items are dispatched in special packaging to make sure they stay at the correct temperature (2°C–8°C) for up to 52 hours.

If your order is delayed, but you receive it within 52 hours of doctor approval, please immediately refrigerate it and use it as normal as instructed by your doctor.

If your order is received after 52 hours from approval, please immediately refrigerate it and contact our customer support team.

We take your privacy seriously. Access to your information and medical record is strictly private and confidential. Our clinical and Customer Support 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 Customer Support team. Further details can be found on our complaints page.

If you need to get in touch with our Customer Support 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.