Important: If you have a support question or query that relates to an order please click here to contact us.
What is the order cut off time for next day delivery?
If you order before 3:00pm Monday - Friday your goods will be despatched the same day when choosing 'DPD Express Next Day Day (Delivered Monday to Friday)'.
Do you ship orders during bank holidays?
Bank holidays are non-working days. Orders placed on bank holidays will be dispatched the following working day. There may be a delay in shipping and collection times.
What is the UK Mainland delivery information?
Our working days are Monday, Tuesday, Wednesday, Thursday and Friday. Saturday, Sunday and bank holidays aren't working days however some deliveries can take place on Saturdays.
2-3 Working Days (Monday - Saturday)
Next Working Day (Monday - Friday)
DPD Express - Pre 12PM
Next Working Day (Monday - Friday)
UK Saturday Delivery*
* We will hold your delivery until the Friday before it is due for delivery, you may get an email from us saying it is shipped and no tracking updates, however this is normal and the tracking will update once it is handed over to DPD for the Saturday delivery.
Some offshore areas including all or part of the Channel Islands, Isle of Man, Scilly Islands and Isle of Wight offer express delivery. Delivery options are shown during checkout.
Do you ship outside of the UK?
International delivery options are temporarily unavailable.
How do I get free delivery when I spend £75?
Our free standard delivery promotion is automatically applied at checkout when the total to pay is £75 or more. No promotion code or coupon is required. You can view more information on 'Standard Delivery' including the estimated delivery timeframe above.
This promotion doesn't currently have an end date but may be withdrawn at any time without notice. This promotion applies to online and telephone orders only.
You can collect your goods from us during our opening hours. We recommend you order your goods online or over the phone before coming to store to avoid disappointment if we are out of stock. If you want to visit to make a purchase in person we will try our best to meet your needs.
Before traveling to our shop, please wait for the email confirming your order has been dispatched and is ready for collection. Alternatively you can contact us to check if your order is ready for collection.
How can I cancel an order?
To cancel an order you'll need to contact us via phone or email. If the order hasn't shipped we should be able to process the cancellation and refund without issue. If the order has shipped it may not be possible to process a cancellation. However you can refuse the delivery or send the order back to us if it's already been delivered.
I've changed my mind, how can I return my order?
For peace of mind we offer a 28-day return policy where you can return unused items for a refund. To return an item it must meet our eligibility criteria listed below:
Items must be returned within 28 days from the date of delivery.
Items must be unopened and in their original packaging.
Items must be unused and in their original condition.
For hygiene reasons we are unable to accept opened items of a personal nature. This includes all disposable and washable incontinence products.
Made to measure and custom-made items cannot be returned.
All returns should include a completed returns form or a hand written note with the relevant return information.
You can return your item using a courier of your choice. Some of our recommended couriers are Royal Mail, Hermes and Parcel2Go. We strongly advise you use a trackable service with an appropriate insurance amount. We are unable to refund items that are lost or damaged during the return.
My order has arrived damaged or an item is faulty. What should I do?
We're sorry to hear your item has arrived damaged or faulty. Whilst we ensure all items leave our warehouse in perfect condition on rare occasions damage and faults can occur during delivery. We understand this is frustrating and will do everything we can to make things right.
We are happy to assist with any faulty or damaged items so long as these are reported to us within 7 days of delivery. Items with a warranty that develop a fault can be reported to us at any time within the warranty period.
If your order has arrived damaged or faulty, please make a note of the following and send us an email to email@example.com with 'Faulty/Damaged Product' in the subject line.
Your name, full delivery address and where relevant your order email address and/or phone number.
Your order reference or number. This can be found on your order confirmation email or packaging slip.
The name or product code of the item.
Photos that show the item damage or fault.
Please do not send any items back to us without contacting us first. All faulty or damaged items will need to be collected by us. We are unable to refund return costs arranged outside of this process.
When will I receive my refund?
We aim to process all refunds within 14 days of receiving your return. All refunds go back to the original payment method and can take 3-5 working day to reach your account. If you have not received a refund after 21 days of the item being delivered back to us please contact us.
If you require any help with your return please give us a call on 01204 571 017 or send an email to firstname.lastname@example.org with 'Product Return Request' in the subject line.
VAT is a tax that the consumer pays when buying goods and services in the European Union, including the UK. The standard rate for VAT in the UK is 20%. Individuals who are chronically sick or disabled can claim VAT relief when they buy goods that have been designed for disabled people and are for their own 'personal and domestic use'. This means that they pay the retail price with VAT removed. On this website, only products that show the 'VAT Exempt' badge are available for purchase with VAT relief.
Who can claim VAT relief?
Individuals who are chronically sick or disabled can claim VAT relief on products shown with the 'VAT Exempt' badge. A person is 'chronically sick or disabled' if they:
Have a physical or mental impairment that has a long-term effect on their ability to carry out everyday activities.
Have a condition that doctors treat as a chronic sickness (for example, diabetes).
Are terminally ill.
A person with a temporary injury, such as a broken bone would not qualify. A frail older person who is otherwise well and not disabled would not qualify.
There may be other conditions that also qualify for VAT relief in certain circumstances. If you are unsure, please ask your medical advisor as we are unable to offer medical opinions.
The prices shown on our website for products and shipping exclude VAT. When ordering online, VAT is automatically removed if the conditions of VAT relief are met. If the contents of your basket exceed the personal limit, the 'VAT Declaration' step will be shown.
By completing our online 'VAT Declaration' you are agreeing to these terms and conditions and that you are claiming relief from Value Added Tax under Group 12 of Schedule 8 to the Value Added Tax Act of 1994.
Is VAT relief available outside of the UK?
VAT and tax rules may vary by country. Not all countries are able to purchase products with VAT relief. VAT exemption is shown during checkout where applicable.
We are aiming to make as many products available for Subscribe and Save as possible. We will be adding new products regularly so if you don't see what you want right now, that doesn't mean it won't be available in the future! Not all products will be able to have this option and we apologise for any inconvenience this may cause.
Is there a cost?
Starting a subscription is completely free and each product will have a discount of up to 10% on the store price at that time. There's no added fees or minimum term contract.
How long do subscriptions last?
Your subscription will run as long as you let it. You will receive regular emails to keep you up to date with where your subscription is at and when you can expect your next delivery.
When will I get my order?
Your first order will be like any other you make on Incontinence Shop. It will be delivered with the delivery method you have chosen. All subsequent orders will be delivered in intervals from this delivery date. For example if you order and select '4 Weeks' as your interval, the next delivery will be 4 weeks from this date.
What is the delivery cost?
The cost and method of delivery for each subscription order is the same as non-subscription orders. This means you can take advantage of any existing delivery offers. If you have multiple subscriptions shipping at the same time you will only be charged once for delivery. More information can be found on our dedicated delivery page.
Can my order frequency be adjusted?
Yes! Simply go to Account > Subscriptions to adjust your Subscribe and Save preferences as much as you like.
How do I cancel or pause my subscription?
To manage all of your subscriptions including the ability to pause/cancel when necessary, go to Account > Subscriptions.
I've received an email that says my subscriptions cannot be fulfilled. What does this mean?
We're sorry to hear there's been a problem processing your order. The email should include the reason why but if you're unsure please contact us. Typical reasons include the product you've ordered is out of stock or the payment card details are incorrect/out of date. For example, the card may have expired or you may not have previously ticked the 'Save card for future purchases' during checkout.
Will an alternative product be sent if my selected product is out of stock?
We are unable to process your order if your selected product is out of stock. However, if you've seen a different product or would like us to suggest an alternative, please give us a call. We'll be able to place a one-off order with the discount included.
My card has expired or my details are incorrect. How do I update them?
Updating your card details can be done by going to Account > My Saved Cards. From here you'll be able to edit your existing card details or add a new card.
Our address for product collections is below. The entrance to the carpark is located at the side of the building. Our reception area is just inside the main entrance. Please take a seat and a colleague will be with you shortly. Please note that we do not have a showroom at this location.
Incontinence Shop Ltd Unit F2/J Lomax Way Bolton BL5 1FQ
Our customer service and opening hours may vary by store and are subject to change during public holidays. We aim to respond to any phone and email queries received outside of our working hours within 24 hours of reopening.