Help centre
Answers to common questions about ordering, delivery, returns and VAT relief.
Ordering
How do I track my order?
Your order confirmation email includes a tracking link once your order is dispatched. For help, call [PHONE].
Can I order on account?
Yes. Care homes, NHS trusts and public sector organisations can apply for a trade account to order on purchase order and invoice.
Which payment methods do you accept?
[Payment methods].
Delivery & returns
Full details: delivery information and returns and cancellations.
How much is delivery?
[Delivery charges and free delivery threshold].
How long does delivery take?
[Delivery times].
Can I return an item?
Consumers can cancel within 14 days of delivery. Sealed hygiene products, such as continence products and gloves, cannot be returned once opened, and bespoke furniture cannot be returned for a change of mind. Faulty items are always covered. Returns and cancellations.
Who can claim VAT relief?
People with a long-term illness or disability may be able to buy certain products without VAT for their personal use. Complete our online VAT relief declaration before you check out, using the email address you will order with. Once we approve it, VAT is removed automatically from eligible products at checkout. VAT relief does not apply to purchases paid for by the NHS or to non-charitable care homes.