FaQs. General Information
Please find below a series of our collated and answered frequently asked questions.
The topics include things such as Website related questions, Ordering and returns policy on the website and other important FAQ’s.
If you cant find a question that fits your needs, feel free to use the form to send us in a question.
Browsing the site?
The home page is a good starting point for finding your way around the website. We’ve included a number of features to help you find what you’re looking for as quickly and as easily as possible.
In addition, you can use the top and left navigation to help find your way around. Don’t forget, wherever you are on the website, you can go back to the home page by simply clicking on ‘Home’ from the top menu or the orthotic products logo at the very top left of the website.
How to use the shopping basket?
Once you’ve found the product (s) you’d like to order please select the colour, size or body part where applicable. If you’re ready to place your order simply click on the ‘Add to Basket’ button below the product title. It’s as simple as that, the item you want to order should be displayed in our secure ‘Checkout’ in the top right corner of the website.
All orders are delivered by Royal Mail.
If your order is for outside UK Mainland please contact our Customer Services Team: [email protected] to arrange transportation.
What is your returns policy?
If for any reason you would like to return your Orthotic Products order, you may do so. Please visit our Returns Policy page for details.
How to use the checkout?
Once you’re in our checkout, your web browser will start using our secure connection which encrypts information sent to and from your computer, ensuring no one can read or edit the information; your details remain safe!
You will see your order on the Checkout page. If you decide you want to change your order simply click on the ‘Continue Shopping’ button and select the product you’d like to order. To remove the original item from our secure checkout click on the red cross next to that item.
To place your order click on the ‘Place your order’ button. Next, we will ask you for some details in order to complete your order. You will either be asked to provide your login details (if you already have an account with us) or you will be asked to register, providing the following information; name, address, telephone number and credit/debit card details.
Your credit/debit details will not be kept for future visits or for any other purpose to help keep them secure. Once you have completed all required fields, we ask you to double-check all the information you have entered to ensure it is correct. Once you’re happy, please click on the ‘Submit’ button. Your order is then sent to us where it is processed for delivery.
Once you have submitted your order you will receive a confirmation email containing a copy of the items you have purchased. If you notice anything is incorrect when you receive this email please contact our Customer Services Team as soon as possible on [email protected]
Dispatching your order?
Orders placed before 3pm Monday – Friday will usually be dispatched within 24 hours, however orders placed after 3pm will be dispatched on the following working day. Your order will be delivered by Royal Mail to the delivery address you requested.
I can’t find what I’m looking for?
If you’re still struggling to find what you’re looking for on the website please contact us on: [email protected]
What happens if I have ordered the wrong item(s)?
If you ordered the wrong item please contact our Customer Services Team as soon as possible on [email protected] You have the right to cancel your order up to the point of order dispatch. Thereafter order cancellation will be treated as an order return.
How do I contact you?
You can contact us via post, Social media or email. Please visit our Contact Us page for details.
Can I pick my order up from you?
No we do not have a collection service available.
Where is my order?
If for some reason your order does not arrive when expected please contact our Customer Services [email protected]
I am a patient / consumer, can I order from you?
Yes you can. Please be advised we will NOT offer any direct clinical advice for any symptoms you have. Please read all product information carefully and if you are unsure seek the advice of a trained clinician.