Frequently asked questions
Popular questions
What should I do if my kit has not arrived?
All STI test kits are sent by An Post, 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 the post.
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.
I've posted my kit but have not got my results
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, contact us 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.
What is the relationship between SH:24 and the HSE?
SH:24 is a Community Interest Company (CIC). We work in close partnership with HSE's free public STI clinics across the country to offer the highest quality of sexual health advice, support and treatment.
