Service FAQs

Frequently Asked Questions (FAQs)

General Queries

• Who can use this service?
• Why should I get tested?
• Where is my local sexual health clinic?
• Having difficulty being seen by a local sexual health clinic?
• I am a health care professional and would like to order testing kits for my own service users, how do I do this?
• I need my test results for an official purpose (IVF / visa application / occupational health etc.) Can I obtain a certificate of my results for this?
• My address and post code is not recognised by SHL.UK?
• Why is my SHL.UK account locked?
• What if I forget my password?

Kit Queries

• Why can’t I order a test kit?
• How many kits can I order via SHL.UK?
• What STI tests will I be offered?
• What STI tests does SHL.UK not test for?
• How quickly can I get a kit / Do you offer a fast track service?
• Can I order a kit on behalf of another person or use another person’s account for myself?
• What does the kit look like when it is posted?
• When do I perform the tests?
• Returning your kit?
• Can I use an alternate address to receive my postal kit?
• My kit has not arrived?
• Expired kit, What should I do?
• Lost kits, What should I do?

Taking Your Sample Queries

• When do I take my samples, What are the window periods?
• Problems taking capillary blood sample?
• I want to test for infections in my throat or rectum. How can I do this?
• Can I test whilst I’m having my period?

Result Queries

• How do I receive my results?
• I returned my test, but I’ve not received any results?
• What do my results mean?
• Can another person receive my results on my behalf?
• I plan on leaving the country soon, how can I receive my results and treatment?
• I do not think my test results are correct, what should I do?

Treatment Queries

• How do I get treatment?
• Can I go to my GP or buy my treatment online?
• What do I need to tell the clinic?
• What is Partner Notification or contact tracing?
• Do you offer remote postal treatments?
• Where’s my treatment order?
• Why can’t I choose next day delivery?
• The pharmacy can’t find my prescription. What should I do?
• I want to change my click and collect / delivery option – what should I do?
• How long do I have to click and collect my treatment?
• Can you send my partner treatment for Chlamydia?
• Re-testing for Chlamydia after treatment?
• How do I get treatment if I test positive for an STI?
• How do I get contraception?
• How do I get emergency contraception?
• Do I have to pay for treatment or delivery?
• Can you post my treatment?
• Why can’t I choose delivery?
• Where is my treatment order?
• How do I know if my treatment has been prescribed?
• How do I know if a clinician has looked at my consultation?
• I made a mistake in my consultation, what do I do?
• My consultation has been rejected, what should I do now?
• I want to speak to someone about my treatment – how can I do this?
• What do I do when I go to the pharmacy?
• What do I need to bring to the pharmacy?
• How long does delivery take?
• Do I need to sign for delivery?
• When can I collect from pharmacy?
• I want to change my click and collect / delivery option – what should I do?
• I want to collect from a different pharmacy – what should I do?
• I want to change my delivery address – what should I do?
• Is the packaging discreet?
• The pharmacy can’t find my prescription. What should I do?
• How long do I have to click and collect my treatment?
• Are the contraception services available in my area?

Communication Queries

• I do not want to speak to the SHL.UK team about my results and only want to communicate via SMS and email. Is this an option?
• What happens if SHL.UK cannot contact me?
• Can I use the service if I do not have a UK phone number?
• Can I use the service if I do not speak English?
• Do you contact people with results over Christmas / Easter / public holidays?
• Can I choose how SHL.UK contacts me?

Data Queries

• Who will my results or details be shared with?
• How secure is my SHL.UK account?
• Are phone calls to and from SHL.UK recorded?
• Will service users mobile numbers be verified?
• What other accessibility options are available on the portal?
• I am concerned about my confidentiality as my phone / email security has been compromised.
• I want to delete my SHL.UK record?