There are two ways that you can place an order with us, online or over the phone.
Your CVV code or Credit Card Security Code/Card Verification Value code is a unique 3-digit number that's printed on the back of your credit/debit card. It helps us to validate your purchase and protect against fraud as it's difficult for anyone other than the genuine cardholder to know it. Your order can't be processed without a valid CVV code.
You may also have seen it referred to as a Card Security Code or Personal Security Code.
If you'd like to cancel your order, please let us know as soon as possible and we will do our best to cancel it for you. If it's already progressed too far through the system to cancel then, once it's delivered, you'll need to return it back to us to be processed for a refund. See our returns policy for more information on returning orders.
The following prices are for post and packaging to all UK mainland addresses:
Next day delivery: £7.99 for next working day dispatch (if ordered before 4pm Monday to Thursday)
For more information and prices for non-mainland UK deliveries, see our delivery information.
We offer delivery across virtually the whole of the UK, although there are a few addresses located in the Scottish Highlands & Islands, Isle of Wight, and Isle of Man that will incur additional delivery charges.
We also deliver to Northern Ireland, but there are some restrictions with this. Following Brexit, products that are shipped direct from our suppliers are temporarily unavailable in Northern Ireland. We're continuing to monitor this situation and apologise for any inconvenience.
This will depend on what product you're purchasing and the delivery method you choose. If you're buying an item and use our standard delivery service, this will take roughly 3-5 days to arrive. With our express delivery, products are dispatched from the warehouse the next day (if ordered before 4pm) and should take 1-2 working days to arrive.
If you're purchasing an item that comes direct from our suppliers, this is currently taking longer than usual due to unavoidable global delivery issues. Our suppliers are working hard to minimise these delays but it is resulting in longer-than-expected wait times.
Please wait for the full delivery window to lapse before contacting Customer Service for advice - e.g. wait the full 5 days for an order on standard delivery to arrive once dispatched. Our team won't be able to provide any additional information until this has happened allow the necessary time of your chosen delivery window to lapse before contacting customer services to chase delivery.
Right now, our delivery partner is taking steps to avoid contact when making deliveries which means you don't currently need to sign for your parcel. They will knock on the door, place your delivery on your doorstep and step back. When you answer they will ask for your name to record that it's been delivered safely, but won't ask you to sign using a handheld device.
No, an order can only be delivered to one address, it can't be split up. If you need items delivered to different addresses, you will need to place a new order for each delivery address (and you'll have to pay for delivery on each order, if applicable).
Sometimes things don't always work out and you may have received something you no longer want, it could be the wrong size, or you just want to return it. We will be happy to offer an alternative or a refund, provided it is returned to us within 30 days of receipt.
However, not all items are eligible for return. Please read our returns policy for full details on what can and can't be returned and how to return it.
Our parcels are packaged to make sure that any damage in transit is kept to an absolute minimum. However, we will happily refund or replace (where available, subject to stock availability) any damaged or faulty item within 30 days of delivery.
If you'd like to return the item, please see our returns policy for details on how to send it back to us or contact Customer Service for help and advice.
Nothing in this section or elsewhere in these FAQs, our terms and conditions, or our returns policy affects your statutory legal rights.
If your item develops a fault within twelve months of receiving it, we will replace, repair or refund your item where possible (subject to stock availability).
Please contact Customer Service and one of our friendly advisors will help you out.
Choosing the right product to fit your unique needs can be tricky, which is why you can now get expert advice from our team of Occupational Therapists and Occupational Therapy Assistants to help check if a product is suitable. Find out more about our Expert Advice Service here.