FAQs - Online Shop

Who are Solent NHS Trust?

Solent NHS Trust is a community and mental health trust which provides services to people living in Portsmouth, Southampton and some parts of Hampshire and Isle of Wight.

Solent NHS Trust Sexual Health Service provides Sexual and Reproductive Health (SRH) and Genito-Urinary Medicine (GUM) services across Hampshire, Isle of Wight, Portsmouth and Southampton.


Who can buy a test kit?

STI self-sampling kits are available free of charge for Hampshire, Isle of Wight, Portsmouth & Southampton residents. However, the option to purchase a kit is available if you would like to.

We know that many people try to order our free online STI self-sampling kits who live outside of our commissioned service area. We have therefore decided to make these kits available to people outside of our area on a private purchase basis.

You must meet with the following requirements to order your test kit:

  • Aged 18 years old or over
  • Resident in the United Kingdom (UK) (If you live in Hampshire, Isle of Wight, Portsmouth & Southampton you may be able to order a free STI kit here)
  • Have a valid UK mobile number

By making a purchase, you are confirming that you meet the above requirements.

If you have any symptoms of an STI, we recommend that you visit your nearest Sexual Health clinic. Visit www.nhs.uk to find your nearest clinic and to access more information about sexually transmitted infections and symptoms.


What does the packaging look like?

Test kits are sent in discreet envelopes with no identifying information to indicate what is inside. The test kits fit through all standard letter boxes.


What are the delivery timescales?

Orders for test kits which are paid for by 1:00pm Monday to Friday (excluding Bank Holidays) will be dispatched from our supplier the same day. Any orders placed after 1.00pm Monday to Friday will be posted out the following working day (excluding bank holidays). Orders placed Saturday and Sunday will not be dispatched until the following Monday (excluding Bank Holidays). During peak postal times, such as Christmas, delivery may take longer. Please refer to the Royal Mail website for delivery information.


Delivery Options

Test kits are delivered by Royal Mail 1st class post free of charge. We also offer tracked delivery for £6 including VAT and guaranteed next day delivery for £13 including VAT (VAT is added at checkout). For guaranteed delivery, you must be available to sign for your package. No refunds will be given if you are unable to sign for your delivery.


What will appear on my bank/card statement?

The description “NHS Online” will appear on your card or bank statement whenever you place an order from our shop.

Please note: All prices are inclusive of VAT.


Will I receive an order confirmation?

You will receive an automatic order confirmation email from solent.online@nhs.net (Please do not reply to this as the mailbox is not monitored).  Your order confirmation email will not include any descriptions of the product you have ordered.

You will receive a SMS text message to confirm your order has been dispatched.

If we need to contact you for any other reason about your order we will email you from snhs.letstalkaboutit@nhs.net


How does a STI test kit work?

Inside your test kit will be everything you need to take your samples along with a full set of instructions.

Once you have taken your samples, post these back to the laboratory  using the enclosed freepost envelope.

If you need help taking your blood sample, watch our step by step video here.


When should I take an STI test?

The incubation period, often called the 'window period', is the length of time it can take between catching an infection and when it will show in an STI test. The window period for the most common STI tests are:

  • Chlamydia and Gonorrhoea - Up to 2 weeks
  • HIV - 45 days
  • Syphilis - 12 weeks
  • Hepatitis B - up to 12 weeks
  • Hepatitis C - up to 12 weeks

When you order your test, it is best to make sure that you take your samples at the right time, so that you will be able to get accurate results.

No refund or replacement kit will be provided if you have not taken your samples appropriately.


How will I receive my results?

Results are sent to your mobile phone via SMS text message. The message will include the name of the infection. We will also contact you by telephone call to support you with accessing treatment.

It is important that you submit a valid UK mobile number when you order your test kit and when completing your samples. If you do not provide a valid UK mobile number your order will not be processed and a refund will be arranged for you.

Depending on your own privacy settings, your SMS text message may display a preview on your mobile or multiple devices if you have these linked. It is possible to adjust your privacy settings if you do not wish for other people to view a message from us. Please refer to your handset instructions for how to change privacy settings.


What do my results mean?

  • Negative result (no infection detected): This means that there was no current evidence of infection in the sample you provided and you do not have the infection(s) stated in the text message.
  • Positive result (infection detected): This means that there is evidence of infection in the sample you provided and we will contact you to guide you on how to get treatment.
  • Insufficient: this means that you have provided a sample that we have been unable to test.

If we have been unable to test your sample due to a laboratory error, we will send you out replacement testing equipment free of charge.

We will not send you replacement testing equipment if we have been unable to test due to:

  • Incorrect labelling of sample pot
  • Under or overfilling of sample pot

If your sample does not meet the requirements listed above you will not be eligible for a refund on any part of the kit you have purchased.

If you have a positive result, you will need to access treatment from a Sexual Health clinic or from your GP. To find your nearest clinic, please visit www.nhs.uk.


What if I have a positive result?

If any of your tests show a reactive result you will be notified as you may need to repeat the test and access treatment. You should abstain from any sexual contact until you have accessed treatment.

Treatment is available free from sexual health clinics. To find your nearest sexual health, please visit www.nhs.uk. You can also obtain treatment for non-complex STIs from your GP (you may need to pay prescription charges)

We will send you an SMS text message and contact you by telephone to provide you with more information about your positive result. If you choose not to access treatment in one of our local Sexual Health Clinics we will then share your information and details of your result to the Sexual Health Service of your choice or the one that is most local to you

Telling your sexual partners is very important, as they may also have an infection and require treatment. We know that this can sometimes be difficult and you can choose to do this yourself, or your local sexual health clinic can do this anonymously, meaning that we will not tell them anything about you or who you are.

If you have a test result which is not negative (clear of infection), we will create a healthcare record for you on our secure patient system called INFORM. This healthcare record will not be shared outside of the Solent NHS Trust sexual health service, however we will contact the sexual health service local to you to inform them of your positive result. This is for the purpose of supporting and assisting in your care to access treatment.

More information about privacy and data protection can be found here.


What happens if I want to cancel my order?

Once an order has been placed, we cannot cancel it. Before you commit to purchase you should be certain that you wish to buy.


Am I eligible for a refund?

We do not provide refunds unless your order details show that:

  • you are not a United Kingdom (UK) resident
  • you do not have a valid UK mobile number

If we have been unable to test your sample due to an error by you, we will not be able to provide a refund. Please fully read the instructions supplied in your test kit to assist you with correctly taking and labelling your samples so that it meets our required standards.

Once you have ordered a kit, we are not able to provide a refund if you change your mind about your order.


What should I do if I haven’t received my results?

If you haven’t received your results by SMS text message within 7 working days of returning your samples, please contact us by email at SNHS.letstalkaboutit@nhs.net 


What should I do if I haven’t received my test kit?

If you haven’t received your test kit within 5 working days of placing your order, please contact us by email at SNHS.letstalkaboutit@nhs.net  


Why has my order not been dispatched?

STI test kits are only available to individuals that are:

  • resident in the United Kingdom (UK)
  • have a valid UK mobile number

If you have paid for a test kit and you do not meet these requirements, we will not dispatch your order and we will contact you with regards to a refund. 

Your phone number will be used to send a text message notifying you of your order dispatch.


I am under 18, how do I order a kit?

If you are under 18, you can get tested for STIs through your local sexual health clinic. Visit www.nhs.uk to find your nearest clinic and to access more information about sexual health.

If you live in Portsmouth, Southampton, Isle of Wight or Hampshire, you can obtain a free Chlamydia test kit online, or you can book an appointment to visit us in clinic. Please visit our website for more information.


What happens with my data?

You can find our full privacy notice here.


Why can’t I get a free test?

STI self-sampling kits are available free of charge for Hampshire, Isle of Wight, Portsmouth & Southampton residents.

There are many sexual health services around the UK that provide access to STI testing. This may differ from area to area because of the way in which NHS and Healthcare is funded to deliver STI testing. If you require access to a free test, please find your local sexual health service at www.nhs.uk.

Some people prefer to purchase a test because it is more convenient for them than attending a clinic. By purchasing through the Solent NHS Trust Sexual Health Service shop, you can be assured of high quality sexual health clinical support and advice.


I am under 18 and I ordered a test kit

If you ordered a test kit and you are under 18 years old, please ensure that you complete an accurate date of birth on the form that comes inside your kit.

It is very important because we will not be able to contact you with your test results unless we have your correct date of birth.

Do not worry. We will still support you and help you to understand what your results mean, and where you can go to get treatment if you have a positive result.


Terms & Conditions

In order to make a purchase from our store, you must agree to our Terms & Conditions.


How do I provide feedback or make a complaint?

Please contact our Patient Advice and Liaison Service (PALS) here.


Press Office

If you are a journalist with a media enquiry, please contact the Press Office here.


Freedom of Information

If you wish to make a Freedom of Information request, please contact the FOI team here.