Ordering & Delivery
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Ordering & Delivery

Ordering

Our aim is to help you find the right product for your own specific needs easily and to make buying from us as simple as possible.  

To make ordering simple and convenient you can order either via:

  • Internet/Online: view the relevant product page you want to order on our website and click on the "Buy It Now" button.  Online ordering is available 24 hours a day and is fast, simple and secure.
  • Telephone: call us on Freephone 0800 068 3625 and we will process your order immediately.  Our telephone lines are open 9am - 6pm, 7 days a week.

After your order has been completed we will send a confirmation email to the email address you have provided. This will contain the details of your order including the order number and should be checked and retained for your records. If you find an error in your order please contact us, quoting your order number, as soon as possible.

If you can't find the product you want on our website we are probably able to locate it for you or recommend a suitable alternative. Just contact us to let us know what you're after and we'll be happy to help.

If you are ordering from outside the UK we recommend you call us on 0800 068 3625 or + 44 (0) 1604 407702 to place your order.

NEW REPEAT ORDER CAPABILITY

We have made it easier for previous customes to repeat their last incontinence order without having to re-type all their information again.  Simply log in to your personal account and go to Account Maintenance.   Click on any previous order and press the repeat order button.  This will repeat your previous order and all you will need to complete if your billing information again.  It's as simple as that!

Payment Options

We accept all major credit and debit cards as well as personal cheques.

VAT Exempt

All incontinence products are VAT exempt so you will not need to pay VAT.  We have already deducted the VAT from all items so the prices you see are what you pay.

Confidential & Discreet Ordering & Delivery

We understand the sensitive nature of any condition associated with incontinence and would like to assure you of our careful attention to ensure your enquiries are dealt with in a discreet and confidential manner. 

We also ensure that deliveries are not in any marked boxes or bags so that the contents of your package will only be known to yourself.

Delivery Timings

We know that often you need products quickly and we aim to deliver direct to your delivery address within 24 - 48 hours of your order. 

  • We despatch orders 5 days a week (Monday to Friday).
  • Orders received up to 2pm, Monday to Friday, will be shipped the same day for delivery the following day. 
  • Orders received after 2pm will be shipped the following day.  
  • Orders received on Saturday and Sunday will be despatched on Monday for delivery on Tuesday.
  • We will confirm on receipt of your order the exact date for delivery.

Delivery

We offer free UK mainland delivery on all orders over £100.  For orders under £100 a £5.95 postage and package charge will be added.

We can despatch to anywhere in the world and will quote for delivery outside the UK mainland at the time of the order. Please call us for a quote. 

Regular Auto Deliveries

We know that running out of products can be a concern, but holding lots around the house can be a lot of hassle. To get the best of both worlds we'll happily set up a regular delivery (monthly or however frequently you'd like) direct to your home so you don't run out.  To set this up please email us This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call us on 0800 068 3625 and let us know your requirements and we will arrange this for you.

Refunds and Exchanges

We want you to be completely satisfied with the products you purchase. If you are unhappy with your purchase for any reason you can return it to us, in an unused "as new" state and in the original packaging, within 7 working days of delivery and receive a full refund.  Please ensure that you call us to obtain a Returns Authorisation Number and returns address, prior to returning any product.  Goods that arrive at our returns department without a Returns Authorisation Number will be refused, and they will be returned to sender. 

If you need to return items to us then please send them by post or carrier to:

  • Incontinence UK, 139 Cornwall Street, Plymouth PL1 1PA

If you want an exchange and need replacement items quickly then it might be faster to place a replacement order then receive a credit once goods are received.  If the mistake is ours then we'll organise a swapover for the correct items.

Refunds will be issued within 7 days of us receiving the goods back from you.