Frequently Asked Questions

How do you deliver my parcels?
Small items will be delivered by Royal Mail and larger items will be sent by courier.  If you require your parcel urgently please contact our Customer Service Team about paying for a next day delivery service.

How long will my order take?
We aim to despatch all orders within 3 days of receipt. If you are buying a custom made pouch cover, or a hand made swimsuit, your order will take a little longer. but no more than 21 days.

Can I view how these products are used?
Yes, videos are available demonstrating why, and how products are used here

Where will the goods be despatched from?
Your goods will be despatched from Nottingham, Peterborough or Barnsley, depending on the type of product you have ordered.

Do I have to pay VAT on my order?
For UK orders, all of our continence swimwear and continence underwear is VAT free. The price you pay already has the VAT removed. All other items are VAT qualifying, and you will see the VAT element at the checkout. For non UK orders there is no VAT to pay.
 
How long does it take for card payments to be processed?
Your card is processed immediately by WorldPay
 
If I am paying by credit card will I be charged a handling fee?
No. There is no additional fee.
 
How do I know when you have received my order, and when my goods are being sent?
We will e-mail you at each step of the process.

Can you send me a free sample?
We can send you free samples of certain prescription products if you live in the UK. This is indicated on the relevant product.

What payment methods can I use?
You can pay with most credit/debit cards, PayPal, cheque or postal order.

What cards do you accept?
We accept Visa, Mastercard, Eurocard, Maestro and Switch. If you are shopping from outside of the UK, your credit card company will convert the transaction to your own currency.

Can I send a cheque / postal order?
Yes you can. Please call 0800 220300 and our Customer Service Team can send you the relevant form.

Do you accept PayPal?
Yes you can pay using PayPal.

Can I pay on delivery?
Sorry, this method of payment is not available.

Where do you deliver to?
We deliver Worldwide. Extra postage may apply for orders outside of the UK.

What are the postage costs?
We charge a flat rate of £2.50 for orders within the UK. For non UK orders our postage pricing structure is as follows.
£8.50 for up to 5 items
£10.50 for 6 to 10 items
£12.50 for 11 to 15 items
£15.00 for 16 items and over
All overseas orders require a signature on delivery.

What if I am not at home when you deliver?
The Royal Mail, or our courier, will leave you a card advising you to collect at your convenience.

Can I come and collect my order in person?
This may be possible. Please ring our Customer Service Team on 0800 220300.
 
Do you offer free returns?
Please note we cannot cover the cost of postage on non faulty goods. When sending goods back to us, please ensure that you ask for a free certificate of posting from your Post Office. If the goods are lost in transit we cannot be held responsible. Your statutory rights are not affected.

What if I change my mind and don't want the item?
We guarantee your satisfaction. All of our products come with a 7 day no quibble guarantee. We will refund the cost of the item(s), but any postage costs are your responsibility for non faulty items. We will not refund P & P under these circumstances.

What happens if the item is faulty?
All of our products come with a 7 day no quibble guarantee. We will refund the cost of the item(s), and any postage costs upon receipt (and confirmation) of faulty goods.

What address do I send my return to?
Please send to the address on our contact page.

Do I have to pay delivery for a replacement to be sent?
Not if we are sending you a replacement for a faulty item.

How do I get my refund if I paid by cheque / postal order?
We will issue a cheque in return.

Can I bring my order back and collect the item I want?
This may be possible. Please ring our Customer Service Team on 0800 220300.
 
What are the washing instructions for your garments?
All of our garments have the appropriate washing instructions on the label.

Are your products manufactured in the UK?
Yes, all of our products are manufactured in the UK.