Help

How can we help?

Email us about anything: your account, a home test, your membership, or something that isn't working. A real person reads every email.

Email us

hello@roweandwren.com

We reply within one working day.

Writing about a home test? Put in its order reference, such as RW-1A2B3C. It's on the order's page and in our emails.
You don't need to send us your results or reports. If we need to see one, we'll ask you to add it to your record, where it's kept safely.

Not for medical advice or emergencies. If you feel unwell, contact your GP or call NHS 111. In an emergency, call 999.

Common questions

Where's my home test kit?

Each order's page says where it's up to: go to Tests, then the order under Your tests. Allow about two weeks from ordering to results. If your kit hasn't come, email us with your order reference.

When will my results come?

Results 2 to 3 working days after the lab receives your sample, and with you within a working day of the lab's report reaching us.

What if the lab can't test my sample?

If the lab can't test your sample, for example because there isn't enough blood, we tell you and explain what happens next.

How do I cancel my membership?

In Account, under Membership, choose Change or cancel. Your membership runs to the end of the month or year you've paid for, and you aren't charged again. If you change your mind within 14 days of your first payment, email us and we'll refund it in full. The terms have the details.

How do I download or delete my record?

In Account, under Your data: Download my data, or Delete my account. Deleting your account removes your health record and report files.

I can't sign in

Sign in with the email address you joined with, and we'll send you a code. If it hasn't come within a few minutes, look in your junk or spam folder. Still stuck? Email us from that address.