Service Status

We’ll be providing regular updates here to all aspects of both our own services and the service of our partners.

Please check back regularly here for any queries relating to our service status.


We’re aware that due to a number of issues some customers have been unable to use our service as planned. Please click here for options available to those affected.


04/01/2020 - 14:20

Happy New Year! Our delivery/return service is now returned to normal and our laboratory is now fully open after the festive period.


27/12/2020 - 12:31

As described in our Christmas opening hours, there will be no pickup or delivery service until December 29th. Please use our drop off sites or onsite testing solutions for any samples needed during these dates.


24/12/2020 - 12:10

Our airport dropoff and testing sites (via our partner Collinson) are open and continue to operate today. Please note that samples dropped off after 13:00 today will not be processed at the laboratory until December 26th.


23/12/2020 - 21:37

We have made a number of solutions for customers who have been unable to revive or return their kits available via our refund request and drop-off site. Any customers who would like to visit for an on-site test can also book any test through our partner Collinson, and upon receipt can request a refund for their postal kit.


23/12/2020 - 12:59

DX has confirmed that any order picked up on 21st, 22nd and 23rd of December will be delivered to the laboratory the following day. If you receive a message from DX to the contrary please disregard this.


23/12/2020 - 12:03

Some clients confirmed that their delivery was a success, but DX tracking confirm delivery to lab on the 28th. DX investigating on the status of these samples.


22/12/2020 - 21:28

We have now made a number of dropoff sites available at the following locations.
If your test is due for return in the coming days, we would recommend dropping at any of the below sites as the most efficient way to send your sample to the laboratory.

- Prenetics Warehouse: Unit 2, Orpington Business Park, Faraday Way, Orpington, BR5 3QW. Opening hours 09:00 - 17:30.
- London Heathrow Airport, Terminal 2: Covid Test Centre, Ground Floor. Opening hours 07:00 - 19:00.
- London Heathrow Airport, Terminal 5: Coivd Test Centre, Arrivals. Opening hours 07:00 - 19:00.
- Stansted Airport, Covid Test Centre, Arrivals. Opening hours 09:00 - 19:00.
- Manchester Airport, Covid Test Centre, Terminal 1. Opening hours 08:00 - 18:00.
- iDNA/AngliaDNA, 33 Scottow Enterprise Park, Lamas Road, Badersfield, Norwich NR10 5FB. Opening hours 09:00 - 17:00.


22/12/2020 - 16:16

Update for return of samples on 24/12/20 - 28/12/20:
As indicated on our website at time of purchase - delivery and pick-up service availability during this period is limited. Please refer to our Christmas Hours pop-up on our Test and Release page to learn more.
We recommend that you arrange your own private transportation of your sample to our laboratory, as no collections will be scheduled for these dates. Please see our delivery instructions page for more details on our additional sample return options.


22/12/2020 - 13:48

As of 13:48 today, our collection partner DX Delivery have notified that 339 samples were not collected throughout the UK due to either customer not answering or having already returned their kit via other methods.


22/12/2020 - 10:00

Customers who have specified their fifth day of isolation as 22nd and 23rd of December will have their kits picked up by DX or alternative courier service throughout the course of the day.


22/12/2020 - 10:00

Please note that Royal Mail continue to report service disruption in the run up to Christmas, with a new announcement today that no Royal Mail deliveries can be guaranteed before Christmas Day.


21/12/2020 - 21:00

Our next scheduled service status update will be 10am on the 22nd of December 2020.


About Prenetics

Test and Release is a product created by Prenetics, a genetics company with headquarters in London and Hong Kong. Together, we can get Britain back to work, travel and play.

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