C-19 Direct

FAQs

    1. Order your test kit online – Buy your COVID-19 Test kit at www.C-19direct.com. We expect your test will arrive next day if your order is placed before 12pm Monday to Friday. Orders placed after 12pm will be dispatched the next working day. The test will be delivered by DPD and delivery options can be amended contacting them.  
    2. Self-collect your swab sample – Self-collect your sample with a nose and throat swab from the comfort of your own home – make sure you closely follow the step-by-step instructions provided.
    3. YOU MUST REGISTER YOUR SAMPLE ON THE C-19 DIRECT SITE. FAILURE TO DO SO WILL RESULT IN YOU NOT RECEIVING YOUR TEST RESULT. 
    4. PLEASE MAKE A NOTE OF YOUR SAMPLE BARCODE NUMBER.
    5. Return your sample for processing – The test-kit comes with instructions on how to send your sample directly to our partner laboratory for analysis using Royal Mail Tracked 24.
    6. Sample tested at the laboratory – Your swab sample will be analysed in our partner laboratory.
    7. Get your results – We aim to deliver your results within 48 hours* of your test arriving in one of our partner labs. You will be notified by secure email that your results are available to view on the portal in your individual account.

We provide COVID-19 RT-PCR (Real Time Polymerase Chain Reaction) testing using the swab method. This testing will determine whether SARS-CoV-2 was detected at the time of testing.

Testing is carried out by laboratories that are providers listed by Department of Health and Social Care (DHSC). The tests are CE marked.

See ‘About Us’ section of the website for further info on our laboratories.

Please order your kit as soon as you can to minimise the risk of delivery delay. Home test kits can be stored for up to a year. If your sample window requires your test to be taken over the weekend, our home testing service is not suitable due to weekend processing delays. 

If you are using them for International Arrivals, please ensure you choose the right test based on the countries you are returning from (see government website https://www.gov.uk/uk-border-control)

Results are generally returned within 24-48 hours from the time the sample is received by the lab.  This is not something we can guarantee – please see the Terms and Conditions.

If you place your order prior to 12pm Monday – Friday, your order will be dispatched the same day and should generally be delivered to you the following day. This is not guaranteed – we advise ordering your kit as soon as possible. C-19 Direct will not be liable for any outcomes as a result of postage delays.

Orders placed after 12pm on Friday or over the weekend will be dispatched on Monday and should generally be delivered to you on Tuesday.

If you are based in Ireland/Northern Ireland, Scotland or the Channel Islands please note that we can/do dispatch to these areas, but we are seeing delays in both getting kits delivered to you as well as on to the laboratory. If you are working with a 72 hour window or similar, we would advise against this service.

C-19 Direct utilises one of the most widely adopted platforms for managing the Covid testing process. Your email address needs to be unique and cannot be the same as one used to register with other testing companies. If you wish to use the same email, you will need to change the one used with the other company.

Using the Royal Mail Track 24 label provided, please post your test kit via a Royal Mail Priority Post Box.

To locate your nearest Priority Post Box please visit: https://www.royalmail.com/priority-postboxes

Please ensure you have taken note of your Royal Mail tracking number before posting your sample.

Yes – please add your passport number in the relevant field (Document ID) when registering online.

Our PCR swab tests are only suitable for anyone 6 months old or older. If using a home testing kit, we advise only swabbing the sides of the cheeks for babies and toddlers.

Whether your child actually requires the testing is something you would need to query with your airline or the embassy for your travel destination.

You will receive an email alerting you to an update in your testing portal. Please follow the link to access your results certificate, which can be downloaded from the portal.

If your covid-19 PCR test is positive you should check the latest government guidance.

For more information go to the NHS covid-19 website. Do not visit a health centre such as a hospital, GP surgery or pharmacy. 

A negative PCR test means that you were not infected with covid-19 when you took the test. If you have no symptoms, you can continue as normal. However, if you have symptoms, follow the advice on the NHS covid-19 website.

A small number of PCR tests may come back unclear or inconclusive. This simply means it was not possible to say if you had the virus when the test was done. There are a number of reasons why this might happen and it unfortunately means you will need to be tested again. We will not charge you for an inconclusive or unclear PCR result – we will either refund you in full or send out a new test kit NB: C-19 Direct will not be liable for losses incurred as a result of an unclear or inconclusive test.

Please note that for Hygiene and Safety reasons, all online test kit sales are final. You are not able to cancel or return your sample collection kit once purchased.

Where possible, we will always endeavour to return your results within 72 hours. Our team cannot expedite or prioritise your test results under any circumstances. If your results have not arrived and you are outside of the 72 hour time-frame, please contact our Results Team for assistance by emailing support@C-19direct.com

The timeline outlined above cannot be guaranteed due to the high level of pressure on the testing system at present. Everyone taking our tests must understand the risk of occasional delay. Therefore, we cannot compensate for any interrupted travel.

You will receive your day 2 and 8 testing bundle or on or before day 2 of your quarantine period.

You must take the first test between day 0 and day 2 of your quarantine period, with the day you arrive into the UK counting as day 0. You must take the second test on or after day 8 of arriving into the UK.

For example, if you arrived into the UK on the 1st of July, you could test on or before the 3rd July for your day 2 test, and on or after the 9th July for your day 8 test.

Your home testing package will come with instructions on how to take your test.

You will receive your results within 24-48 hours of your sample being received at the laboratory.

You will be notified by email that your results are ready as soon as the lab has processed them. From there, log into the C-19 Direct portal to see the result.

Children under the age of 5 do not need to take a Day 2 and Day 8 PCR test. Please refer to government guidelines for the latest advice.

If you have any questions about the COVID-19 testing service, please contact our customer care team on support@C-19direct.com Our Customer Care Team are available Monday to Friday, 09.00 to 17.00, Saturday and Sunday 09.00 to 13.00.