Frequently Asked Questions


Why can I not log-in to my account?

Things to check when logging in to your account:
  • Password is in lowercase not capitals
  • Email address is correct
  • Try refreshing the page
If you are unsure what your log-in details are or still cannot access your account please do not hesitate to contact us.

What is the cut-off time for next day delivery?

Orders placed AFTER 3pm will not be eligible for next-day deliveries.

Why are some items missing from my delivery?

Some items may have been out of stock during the time the order was placed. These should be listed on the back-order section of your delivery note. If you would like a copy of Proof of Delivery sent to you, please do not hesitate to contact us.

What Incontinence Pads are best for my resident?

We are not medically trained to tell customers which pads are needed. Residents need to be assessed by a qualified nurse who can give a professional opinion. We are happy however to give guidance on absorbency levels and pack size.

Am I eligible for VAT relief?

VAT relief is available on certain products for charities and for disabled people who buy products designed solely for use by disabled individuals. The regulations are such that it is impossible for a care home to buy on behalf of its residents and legitimately claim for VAT relief. VAT relief may be claimed online at the point of payment by eligible individuals and charities with a charity number.