Ordering & Delivery


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 - 5pm Monday to Saturday.

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 to place your order and to get a quote for shipping (depends on country).


We have made it easier for previous customers 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!

Online Video

Click on this link to see an introductory video on Incontinence UK and details on how to order.

Payment Options

We accept all major credit and debit cards as well as personal cheques.  Please make cheques payable to Incontinence Shop Limited (which is owner of Incontinence UK).

VAT Exempt

Most customers are exempt from paying VAT on incontinence products due to the government's tax allowances on medical related proudcts. Customers who are eligible for VAT exemption are:-

- Personal or domestic use of an incontinent individual

- Purchasing less than 200 disposable pads, 50 washable pads and 10 pairs of waterproof or leak-proof underwear

As most of our customers are VAT exempt we have already deducted the VAT from all items so the prices you see are what you pay.

When registering your account online with Incontinence UK you will need to complete the VAT self declaration information in accordance with HMRC rules.  Customers ordering via the telephone will be asked to self declare that they are VAT exempt.

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 (FREE delivery on orders over £100)

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.

Regular Auto Deliveries: Save Time & Money!

We know that running out of products can be a concern, but holding lots around the house can be a lot of hassle. Also we understand that you lead busy lives and ordering your regular incontinence products can be inconvienent or easy to forget.  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.  We will email you each time your order is dispatched to let you know that your order is on its way and confirmation of payment taken.  There is no minimum contract term and you can amend or cancel your order whenever you like.

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 14 days after delivery of the goods 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. 

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

  • Incontinence UK, Unit H, Lecturers Close, Bolton, BL3 6DG

You are responsible for paying the returns postage.   However if you wish to exchange the item, we will pay for the postage for the new exchanged items.

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 7-10 days of us receiving the goods back from you.