Delivery Questions

Q: When will you dispatch my order?

A: We work Monday to Friday and dispatch almost all orders within one working day. We do not make any dispatches during the weekend or on bank holidays. If we anticipate any significant delay in dispatching your order, we will contact you.


Q: How long will my order take to arrive?

A: This depends on the delivery option you choose. If you are ordering for delivery to a UK address, an estimated delivery time will be quoted to you at checkout. All delivery estimates are a fair reflection of our past performance, but do not represent a guarantee of service. We do not offer delivery time estimates for orders sent outside the United Kingdom. For more information, see Delivery & Returns.


Q: Do you offer next-day or express delivery?

A: Yes, express delivery is available for most UK postcodes. You can select it during the checkout process. Unfortunately, we cannot offer express delivery to certain highlands and islands addresses.


Q: Will I get tracking information?

A: For UK addresses, if you select express delivery at checkout you will always be supplied with tracking information wherever possible. If you select standard or free delivery, your order may be sent by an untracked service, (typically Royal Mail 48), but if your order is physically large or expensive we may use a tracked service at our discretion.


Personal Information Questions

Q: What will you do with my personal information?

A: Please read our privacy policy which explains how we will use any personal information you provide.


Q: Do you keep my card information?

A: No. Not even temporarily. The info goes directly to the payment providers concerned via an encrypted connection. It does not stay on, or even pass through, our own systems at any point.


Q: What kind of email will you send me?

A: Unless you explicitly sign up for our email newsletter, the only emails we would normally send you are as follows:

  • Emails directly related to your order
  • Emails directly related to your customer account, if you choose to create one
  • An email inviting you to review any products you have purchased
  • Reminder emails: if you place items in your basket, but leave the site without completing checkout, you may receive an email reminding you to complete the purchase. You can ignore this if you’ve decided you don’t want the items.


Q: Will you send me marketing emails?

A: Not unless you sign up to our email list. It would be a waste of our time to send marketing emails to people who don’t want them. Our list has an opt-in system – you must explicitly choose to join it. If you receive our marketing emails it is because you knowingly consented to it. Yes you did. In any case, we use marketing emails very sparingly – usually less than once a month. You can unsubscribe from these emails at any time - simply use the 'unsubscribe' link in footer of the emails or contact us and we'll delete you from the list manually.


Q: Will I receive telemarketing calls from you?

A. No. Seriously... we've got better things to do.


Website Questions

Q: Does this site put cookies on my computer?

A: Definitely. If we did not do this, the site could not function as an online shop. For instance, without cookies the site could not ‘remember’ what products you place in your basket and by the time you got to checkout they would all have disappeared. When you first visit this site, a notice alerting you to the fact that we use cookies is displayed. If you do not wish to accept cookies from this site, we are happy to serve you by telephone or mail order. Please call 01943 662155. For more information about our cookies, please see the cookies section of our privacy policy.


Q: Will this site work with javascript disabled?

A: Well… it won’t work properly.


Payment Questions

Q: What payment methods do you accept?

A: We happily accept Visa, Mastercard, Maestro, PayPal and Apple Pay.


Q: My card was declined

A: Sometimes, there genuinely is a problem with the card account and you may need to talk to your bank. On the other hand, it may just be our payment gateway or your bank suffering a temporary technical issue. In the first instance, try entering the info again and pay close attention to make sure it is accurate. Alternatively, try checking out with PayPal instead (you don't need a PayPal account to use it.) If all else fails, give us a call and we’ll see what we can do for you.


Q: Does this website use 3D Secure / Verified by Visa / MasterCard Secure Code etc…

A: Yes.


VAT Questions

Q: Why have you charged VAT on these medical devices?

A: Unless you qualify for VAT relief due to your circumstances medical devices attract VAT at the standard rate except when they are supplied as an integral part of a medical service. We are supplying goods only and therefore VAT is charged at 20%.


Q: Why have you charged me VAT on the postage?

A: Distance sales are considered a ‘single supply of delivered goods’ regardless of whether the postage is itemised separately. Therefore, any postage component on the invoice must attract VAT at the same rate as the goods.


Q: I'm ordering charity-funded equipment, can I claim VAT relief on my order?

A: Provided your order qualifies under the terms of the relevant VAT notice, we are happy to deal with VAT relief transactions. You’ll need to contact us directly to organise this. Please don’t order through the website as you will be charged VAT.


Q: I am disabled, will you charge me VAT?

A: Yes. Medical equipment sold to disabled people is eligible for VAT relief only if it is ‘designed solely for the relief of a severe abnormality or a severe injury’ or is ‘designed solely for use by a disabled person’. Because most of our product range consists of simple first aid equipment, it is unlikely that anything you buy here would be eligible under these rules.


International Order Questions

Q: Can I place an order for delivery outside the UK?

A: That depends what you want and where you want us to send it. See our Delivery & Returns page for complete information. If we cannot offer an online delivery quote for your address, we may be able to help via email or telephone.


Q: Do you deliver to the United States?

A: No.


Contact Questions

Q: How can I contact you?

A: All our contact information can be found here: