Orders and Returns

When can I collect my order?

When can I collect my order?

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 order in store we will try our best to meet your needs. Before traveling to our shop, please wait for the emailing 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.

My order has arrived damaged or an item is faulty. What should I do?

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 info@incontinenceshop.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?

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 info@incontinenceshop.com with 'Product Return Request' in the subject line.

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