Frequently asked questions

All STI test kits are sent by Royal Mail, either on the day you ordered or on the next working day. Most kits arrive in 3 to 5 days. If your kit has not arrived after 7 working days, get in touch. This allows for any delays with Royal Mail.

If it’s been more than 7 working days since your kit was dispatched and it has not arrived, we can send you a new kit. Contact our team and include your mobile number, date of birth and full delivery address. This helps us find your order in our system and send you a replacement.

The Freepost packs for sending samples back to the lab usually arrive safely in 3-4 days, but sometimes delays with the post affect this. At the lab, it can take up to 72 hours to do the tests and send your results.

If it has been more than 7 working days since you posted your samples, get in touch by text or email and our customer care team will be able to help you.

In your message, please include the date you posted your samples and:

• Your name

• Your postcode

• Your phone number

• Your date of birth

This helps us to quickly track your order in our systems.

Unfortunately, we are not able to provide testing kits or contraception to everyone. We’re limited by which local authorities choose to work with us and what they want us to provide.

If our free services are not available in your area, you can get tests and contraception for free at your local NHS sexual health clinic. Or there could be a different online testing service for your area. Contraception is available free from your GP and some pharmacies. You might also want to look at paid options, like our partner service Fettle.

If we usually are available in your area, but you’ve not been able to order, it’s most likely because there has been a high demand in your area and we can only send out a set number of kits each day. We recommend you try again tomorrow - ordering in the morning can help you beat the rush.

If you cannot get what you need from our services, we recommend contacting your local clinic.