Orders and delivery
Where's my test kit?
Delivery
What should I do if my kit has not arrived?
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 under 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 sent 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.
Can I track my order?
If you've ordered an STI test kit from us, it cannot be tracked. Kits are sent with Royal Mail and posted on the same day you ordered or the next working day.
When you post your samples to our lab, this can be tracked so you can see when they’ve arrived. You can find the tracking code for your samples on the return address label. It starts with # and is underneath the barcode. Make a note of this code. Once your package is in the post, you can track it with Royal Mail.
If you have ordered contraception or treatment from us, these are sent with tracked delivery. We'll send you a text with a tracking link for your order.
I need to update my details
To update your delivery address reply to one of our texts or email us.
In your message, include:
Your full name
Date of birth
The post code we currently have stored for you
Your phone number
The details you'd like us to change and update
This helps us to find and update your information on our system.
To update your mobile number, you can do this in your account. Log in and go to the account settings page.
If you do not have an account, text us on 07400 370 855 from your new number. In your message, include:
Your previous number that we currently have stored for you
Your new phone number
Your full name
Date of birth
Post code
Orders
I want to cancel my order
To cancel your order, contact us. Include your mobile number, postcode and date of birth so we can find your order.
If your order has already been sent, we will not be able to cancel it. It might reassure you to know that our kits are discreetly packaged and sent through Royal Mail. They don’t need to be signed for and they have no mention of our brand or sexual health on the outside.
If you’ve entered your address incorrectly, the kit will be returned to us.
If you get a testing kit but don’t want to use it right now, you can keep it for a few months and use it at a time that suits you. You’ll be able to find an expiry date on the sample tubes and swabs. As long as you use the test before this date, it will be valid.
How can I return my order or get a refund?
We want you to have a great experience when using our services but we understand that sometimes you might need to return an order.
You have 14 days after your order arrived to start the returns process. Unfortunately, we do not accept returns for prescription medicines, unless they are damaged in transit.
To start the returns process, email info@fettle.health explaining your reasons for the return and including:
the date of your order
your email address
your delivery address
To speed up the process, include photos that show the condition of your item.
Eligibility for refunds and returns
We do not accept returns for prescription medicines, including contraception, unless they are damaged
Your item must be unused and in the same condition that you received it.
The item must be unopened and in the original packaging.
To complete your return, we require a receipt or proof of purchase.
We will refund items that arrive faulty, damaged or not as described.
Our customer care team will review your request for return. If you are eligible for a refund, they will tell you how to return your order and when to expect your refund. Refunds are made within 5-7 days of us getting your returned package.
If required, you will be responsible for paying for your own shipping costs for returning your item. If your package has not been opened, you can write ‘return to sender’ on the outside and post it back at any postbox.
I did not get a verification code, what should I do?
We send codes so we can verify your phone number when you order or verify your email address when you create an account.
Phone verification codes are sent as a text message. If it has not arrived, first check that you have signal on your mobile. Then try the ‘resend verification code’ button.
If you’re still not receiving a code, then it’s most likely because of cookies stored in your browser.
Before you start your order, try:
clearing the cookies in your browser
using the private/incognito mode in your browser
using a different browser
We also find that sometimes ordering on a different device can help. So try using your computer instead of your phone, or a tablet instead of your laptop.
Make sure your browsers are not connected across devices. For example, if you’re signed into a Google account on both devices, try signing out.
Can I order a test for someone else? Can my friend order using my phone number?
No, because we cannot send different people’s results to the same mobile number.
To protect your privacy, our service works by linking individual orders and results to a mobile number. Your mobile number can be used for your test only.
If you have a friend or partner who would like a test, they need to place their own order using their own phone number. If you do not do this, the second order might be declined by our system.
If they do not have their own UK or Irish mobile number they’ll need to visit their local sexual health clinic or GP.
We can only accept UK and Irish numbers, we cannot call, text, or receive messages from international numbers.
I'm trans or non-binary, which gender should I choose when I order?
Our order form is designed to be trans-inclusive, so you can choose the option that’s right for you. We ask for your gender and then ask if it matches the sex you were assigned at birth. We also ask about your genitals so we’re able to give you advice on which test kit will work best for you.
If your genitals don’t fit binary definitions of male and female, or you are intersex, email us and we can help you find the right tests.
