Frequently Asked Questions
1. Orders & Payment
How do I place an order?
Simply browse our products, add your chosen items to your basket, and follow the checkout process. You'll receive an email confirmation once your order has been placed.
What payment methods do you accept?
We accept credit/debit cards, PayPal, and other payment methods listed at checkout. All payments are processed securely — we do not store your full card details.
Can I amend or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible. Once an order has been dispatched, we're unable to make changes, but you may still be entitled to return the item under our Refund Policy.
I received an order confirmation but haven't heard anything since — what should I do?
Order confirmations are sent automatically once payment is received. If you haven't received a dispatch or tracking update within the expected timeframe, please contact us with your order number and we'll look into it.
2. Shipping & Delivery
How long will my order take to arrive?
UK delivery typically takes 3–5 business days, and international delivery typically takes 7–14 business days. Full details are available in our Shipping Policy.
Do you offer free shipping?
We currently offer free shipping on all international orders. Standard UK delivery costs are shown clearly at checkout.
Will I be charged customs or import fees?
For international orders, your local customs authority may charge import duties or taxes. These are the responsibility of the customer and are not included in our prices.
Can I track my order?
Yes — where tracking is available, you'll receive a tracking number by email once your order has been dispatched.
3. Returns & Refunds
What is your returns policy?
You have the right to cancel most orders within 14 days of receipt, in line with UK consumer law. Full details are available in our Refund Policy.
How do I request a return or refund?
Please complete our Request a Return or Refund form with your order details, and we'll be in touch within 2–3 business days.
My item arrived faulty or damaged — what do I do?
Please contact us within 48 hours of delivery, including photos of the issue where possible, and we'll arrange a repair, replacement, or refund.
How long do refunds take to process?
Once we've received and inspected a returned item, refunds are typically processed within 14 days, using your original payment method.
4. Product Questions
Are your products suitable for my specific needs?
Many of our products are designed to support independent living and everyday comfort. If you're unsure whether a product is right for your circumstances — particularly larger mobility items — please contact us before ordering. For products involving assessment or fitting, we recommend speaking with a healthcare professional first.
Do your products come with a warranty or guarantee?
Warranty details vary by product and are listed on the relevant product page.
Can I request a product that isn't currently listed?
We're always looking to expand our range. Get in touch and we'll do our best to help.
5. Account & Privacy
Do I need an account to place an order?
No — you can check out as a guest, or create an account to track your orders more easily.
How is my personal data used?
Full details are available in our Privacy Policy.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time using the link at the bottom of any marketing email, or by contacting us directly.
6. Still Have Questions?
If you couldn't find the answer you were looking for, we're happy to help directly — Email: enquiries@thelocallywedogroup.com , or use our Contact page.