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FAQ

This is the Incontinence Supermarket Frequently Asked Questions (FAQ) page. The FAQs are collated from questions and queries we have received here at Incontinence Supermarket. We have answered the questions to the most popular queries.

We strive to provide you with excellent customer service, so if you have any questions or queries about your order, check the questions and answers below, or contact us via:

Live Chat – click on the + sign on the live chat function in the bottom right-hand corner of the screen.

Contact Form

Telephone – 01226 719092

The FAQs page will regularly be updated with new questions and queries.

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 as a customer. This is a simple process where you enter your name, email address and create a password. By registering as a customer, you will start to receive Super Points on every order for you to redeem against future orders, much like a supermarket loyalty card. Read our How to Order guide for more information.

What if I do not have an email address?

If you do not have an email, simply phone 01226 719092, and a member of our sales team will process your order over the phone. You will need your credit or debit card to order over the phone. The payment details will not be stored on our systems as we use a secure and encrypted Payment Service Provider.

Help, I need to amend my order?

If you have made a mistake on your order, please contact us as soon as possible. If the order has not been posted out, we will amend the order and make sure you have the right products.

How long for the delivery?

If you order before 2pm you will receive your order the next day. We use the courier company Interlink for all our deliveries; they will provide you with a tracking link to track your order on their website. We do not deliver on weekends, so if you order on a Friday, you will receive your order on Monday if ordered before 2pm or Tuesday if ordered after 2pm.

Can I qualify for free delivery?

Free 24hr delivery is available when you spend over £75 ex-vat. Our 24 Hour delivery counts when ordered before 2pm Monday To Thursday. Any order placed after Thursday 2 PM will be delivered to you on the following Monday. Please refer to our delivery page for more information.

Where is my parcel?

When we receive your order, you will get an order confirmation email. When we post your order, you will receive a shipping confirmation email and the tracking code for Interlink will be it.

Log in to www.interlinkexpress.com to enter your tracking number, and you will be able to see where your order is.

Occasionally we may have to use other courier companies to post your order. We will endeavour to supply you with a tracking number, subject to the courier company providing this function.

Can I request special delivery instructions?

If you need to add special delivery instructions, please contact us as soon as possible, and we can add them to the order if the package has not been posted.

You can amend delivery instructions on www.interlinkexpress.com by searching for the delivery with your tracking code.

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 even in a bin, for example, we cannot accept responsibility for packages that are lost or stolen from the special delivery instructions.

You sent me the wrong order! My goods are damaged! My goods are Faulty!

Please contact us, and we will deal with each case individually.

My goods are the ones I ordered, but I do not need them any longer.

No problem. You have 14 days from when you received the goods to let us know you do not want or need them anymore. After you have done that you then have a further 14 days to return them. We do not cover the return postage, but we will give you a refund on the goods returned when we receive them back at our depot. The goods you are sending back must not have been opened or damaged. Please read our returns guide for more information.

How do I return a product?

Information will be included in your package on how to return a parcel if needed. The delivery note contains details that need to be filled in by you, so we can identify you as a customer and the products you are returning. If you are due a refund, this will speed up the process.

Please use a reputable and reliable courier or postal service as we do not accept any liability for lost or stolen packages when you are returning items to us. If we can offer any advice, it would be to make sure that the correct postage is paid for the weight of the parcel as we do not pay any extra costs for underpayment of postage rates.

If you are unsure of any returns, please contact us.

Address for all Returns

Incontinence Supermarket

Countrywide House

Springvale Road

Park Springs

Grimethorpe

Barnsley

South Yorkshire

S72 7BA

My refund is not in my bank?

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

Can I get a sample?

Yes, we can send you a sample free of charge via Royal Mail 2nd Class service. Just register as a customer, and we can send you the free sample.

I forgot my password and need a new one!

To reset your password, just follow these simple steps.

Click on www.incontinencesupermarket.co.uk/customer/account/forgotpassword/

Type in your email address in the box and click submit.

If you have an account registered with us, you will receive and email at the email address you provided when you set the account up. The email will contain a link asking you to reset your password. Simply follow the instructions and reset your password (please make sure to check your spam folder if you do not receive the email within 10 minutes).

Can I get 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.

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