Frequently asked questions

When do I have to purchase the Tests?

The Covid tests need to be ordered before you travel to the UK. They can be purchased at anytime and will be dispatched aiming for you date of arrival (same-day dispatch for order before 12pm).

What should I do after purchasing the tests?

Once you have completed the purchase you will receive an automated email with your Booking/Unique reference number. This reference number then needs to be entered when completing the Passenger Locator Form on the UK Gov website. The Passenger Locator Form can only be completed within 48 hours of arrival to the UK.

How much does shipping cost?

Please refer to the booking form for further details specific to your package.

What is the turnaround for results?

Results are issued within 24-48 hours from receipt at lab. We cannot be held responsible for delays with the postal service, lab work or any mistakes made by the customer. Refunds will not be issued for any delays caused by the reasons given above.

I haven't recieved my automated Unique code/ booking confirmation after making my purcahses, what should I do?

Usually this occurs due to a typo or an invalid email address submitted on the form. If this is the case please get in touch with us by email confirming you name and a few other details- we would edit the form for you with the correct email address so you can receive all corespndence from us in the future. It can also be the case you have received the email but it has fallen into your junk folder- we kindly request customers to check their junk/spam folder first in case this has occured.

I am waiting on my certificate, when should it arrive?

If it has been 48hrs from delivery to the lab (please check the tracking on your return label), the lab may have released your results already. Results can fall into your junk foler, we kindly request customers to check their spam/junk folders and then contact us by email if it has not yet been received.

My package is damaged/has items missing, what should I do?

If you package is damaged we kindly request cutomers to email us with a picture, name, address and reference number. If items are missing, i.e you are missing a swab, we kindly request customers to email us regarding the situation. In both cases we will send out replacements as soon as possible with fast next day delivery.

I have changed my mind/I want to cancel my order/I want a refund?

If it is less than 48hrs before arrival to the UK or your order has already been dispatched, orders cannot be cancelled and are non-refundable. As Day 2 and Day 8 testing is a legal requirement, you are required to show your Travel 19 Confirmation Number to gain entry into the UK. We are unable to process any cancellation after this time due to UK Government requirements. Orders that have been posted can not be cancelled and are non-refundable. We are not liable for delays caused by the courier or the Laboratory and as such will not issue refunds under these circumstances.

Can I track my sample to the Laboratory?

Your pre-paid return label is tracked by Royal Mail. Your tracking number can be noted on your label. If you are having problems tracking your parcel, please contact Royal Mail.