Timing Opening Times
Monday to Friday 9am - 5pm


We love to provide excellent service and expert advice, just for you! If you have any questions not covered on this page or have a query about your order, please contact us.


  • Can I order a sample?

    Yes, we have a wide range of samples available for our most popular products. Please browse our samples section to view our samples range:

  • How do I reset my password?

    To reset your password, just follow these simple steps.

    • Visit /customer/account/forgotpassword

    • Type in the email address registered to your account on the page and click submit.

    • You will receive an email at the email address you provided. The email will contain a link asking you to reset your password. Simply follow the instructions on the page to reset your password.

    Please check your spam folder if you do not receive the password reset email in your inbox.


  • How do I place an order?

    After choosing your products, update your basket and proceed to our secure checkout. If this is your first time shopping with us, you will need to register for an account. This is a simple process where you enter your name, email address and set a password. By registering, you will receive Super Points on your orders which can be redeemed against future orders.

    If you do not have an email address to register an account, please contact us on 01226 719092 and our friendly team will be able to process your order over the phone. Please have your debit or credit card details ready to place your order.

  • How do I amend my order?

    If you would like to change your order, please contact us by live chat, email or 01226 719092 as soon as possible. If the order has not been dispatched by our warehouse, we will be able to amend the order for you.

  • Can I have a VAT Invoice?

    A selection of our products are included in the VAT Notice 701/7: VAT reliefs for disabled and older people and because of this we do not charge any VAT on those products.

    If you do purchase a product that has VAT included, please contact us and we will be able to arrange a VAT invoice to be sent to you. Read more about our VAT Exemption here: VAT Exemption


  • How do I provide special delivery instructions?

    Please enter any special delivery instructions on the checkout screen and we will provide these to the courier. Please contact us by phone, live chat or email as soon as possible if you have already placed your order and need to add special instructions. As long as your order has not been dispatched, we can add them to your order.

    Please note that Incontinence Supermarket takes no responsibility for special delivery requests. If you have requested the package to be left with a neighbour or in a shed or wheelie bin, for example, we cannot accept responsibility for packages that are lost or stolen.

  • How long does delivery take?

    If you order before 2pm and choose our next day delivery options, you will receive your order on the next working day. We will provide you with a tracking number by email to track your delivery on the courier's website. Unfortunately we do not deliver on Saturday or Sunday; if you order on a Friday before 2pm and select our next day delivery option, you will receive your order on Monday or the next working day.

  • How do I get free delivery?

    Free delivery is available when you spend over £75 ex VAT. Please refer to our delivery page for more information:

  • My order has not arrived, where is my parcel?

    When your order is dispatched, you will receive a shipping confirmation email and the tracking information with details of the courier. Please visit the courier's website to check the status of your delivery. If you have not received your delivery, please contact us.

  • My order is wrong or my item is damaged?

    Please contact us by phone, live chat or email and our friendly team will be able to help you.


  • Can I return my order?

    No problem, you have 14 days from when you received the goods to return the unwanted items back to us. We do not cover the return postage, but we will give you a refund on the goods returned when we receive them.

    Please note that the goods must not have been opened, damaged or used. We reserve ourselves the right to hold the original delivery charges. Please read our returns guide for more information:

  • How do I return a product?

    Please contact us before making a return. Information will be included in your package on how to return a parcel and the delivery note contains details that need to be completed so we can identify your return when we receive it. If you are due a refund, this will speed up the process.

    Please use a reputable and reliable courier to return your item as we do not accept any liability for lost or stolen packages when you returning an item to us. Please also make sure that the correct postage is paid for the weight of the parcel as we cannot cover underpayment of postage and the item will be returned.

    Our address for all returns is: Online Returns, Incontinence Supermarket Department, National Distribution Centre, Ferrymoor Way, Park Springs, Grimethorpe, Barnsley, S72 7BN

  • How long will it take to receive my refund?

    Refunds may take up to 7 days to show on bank accounts after they are processed.