Which delivery companies do you use?
How discreet is your shipping?
I made a mistake when I ordered – can you change my order?
I didn’t receive an item I ordered, or you sent me the wrong item. What do I do?
Do you accept returns?
What shows up on my bank statement when I order with you?
Can I collect an order from you?
Do you offer a click and collect service like eBay?
I want my parcel packed a specific way – can you do this for me?
My order has already been shipped out, can I cancel it still?
The product I want is currently out of stock. Can I still order it from you?
Do you have a discount code I can use?
My order says ‘Complete’. What does this mean?
A product says it’s out of stock. Do you know when this will be back in stock?
Is everything I ordered in stock?
I think the products I received are faulty, what do I do?
I’m looking for a brand of nappies I can’t find on your site? Can you get hold of them?
My question is none of the above, how can I speak to you?
Following feedback from our customers, we now only use DPD to deliver our parcels. DPD offer a few more features to other couriers, and they are also have one of most reliable firms we have used. DPD’s Predict service is simply brilliant. Instead of having to wait at home all day for a delivery, they send you a text message and an email the morning of the delivery giving you a one hour timeslot of when they will be with you. You can also download the YourDPD app which allows you to see your time slot, get notifications when the driver is 15 minutes away, and see exactly where your driver is, so you never miss your delivery. DPD also offer a pickup shop option – so if you can’t be at home to receive your parcel, or don’t want someone at home intercepting your order, you can choose to collect it from one of their pickup shops. All these features are included at no extra cost for your delivery. All DPD deliveries are sent next working day to the vast majority of mainland UK, and on a two day service to some upper parts of Scotland, Northern Ireland, Eire, Germany, France, and then a few more days to Norway, Spain, Italy, Austria, Sweden and Denmark. If you have any more questions about delivery speed or having your parcel sent to a pickup shop, just ask!
We ensure everything we ship is packed discreetly so that no one knows where the parcel has come from or what is inside it. Orders will be shipped out either in a plain box, or in a strong grey bag. There is no return address on the shipping label, it will just have your address on it. We have done away with the logo on our invoices, so there is no chance of someone being able to see where the parcel has come from on the outside. If you want to make sure your order is shipped in a box instead of a grey bag then feel free to send us a message and we will be happy to sort that out for you.
Don’t worry! First of all, send us a message, or give us a call if it’s during office hours, to let us know. If your order hasn’t shipped out yet then it’s easy, we can sort it out for you no problem. If your order has shipped out, there may be a cost at further shipping, or to arrange a collection. Of course if we shipped out the wrong item, we will make it right at no cost to you.
I’m really sorry about this. We do ship a lot of orders out every day, and while we do have systems in place to prevent this, from time to time it can happen. If we have missed an item off your order or have sent you the wrong one, we will make it right for you at no extra cost to yourself – we promise! Just send us a message or give us a call as soon as your realise and we will sort it out for you.
In short, no. All our products, including onesies, are classed by law as underwear and for health and safety reasons we can’t accept them back. There are certain circumstances where we may be able to accept products back, and of course if something is faulty we will always work with you to make it right. We can’t resell anything we get back, so as a rule, we don’t generally accept returns of products.
So we have two payment methods – SagePay and PayPal. SagePay is a secure way of taking card payments from customers. Our site is fully secure with 128 bit encryption and is rigorously tested for security by SagePay and Trustwave, so rest assured your details are all safe. We do not store card details, they are sent securely directly to the card processor so we don’t have any interaction with your card numbers. SagePay may send you to your bank or card companies’ 3D secure verification, meaning you will have the put in the password associated to that card for extra security. It will show up on your bank statement as ‘IN CO SHOP’. PayPal will show up on your PayPal account and bank statement (if you don’t have any available PayPal balance in your account) as PayPal – INDSHOPS and usually some random letters and numbers jumbled somewhere in there.
Yep, you’re more than welcome. We have two stores, one in Bolton and one in Aylesbury. We always recommend that you give us a call or send us a message before you pop in if you want to buy in the shop to check what you are after is in stock at that particular location. You can also order on the site and choose where you want to collect. Our warehouse addresses are:
Incontinence Shop Ltd, Unit H, Lecturers Close, Bolton, BL3 6DG
Incontinence Shop Ltd, Unit 4, Stocklake Park, Aylesbury, HP20 1DQ
The warehouses are operated by our sister company, and cater mainly for medical customers. All our staff are extremely friendly and helpful. We do ask you be mindful of anyone else that is also in the shop as it can be a sensitive issue for people.
The short answer is yes. It doesn’t work like eBay’s and we can’t deliver to Argos like eBay can. However, DPD’s ship to shop service is fantastic. You have to set your delivery address as your home address, but don’t worry, as long as you select the pickup shop after, they won’t attempt to deliver to your house. You can look on DPDs site at where their pickup shops are. Then, you can select to have it delivered to the shop as soon as you get the tracking number from DPD. This is even easier if you have the YourDPD app. If you can’t figure out how to do this, then we can arrange the collection for you. Just send us a message or give us a call and we can set your parcel to be delivered to the pickup shop of your choice.
Absolutely! Our packers are very good at what they do, and will always select the best packaging for your order – as orders are all different shapes and sizes. However if you want to make sure your order is shipped in a box, don’t hesitate to ask. Drop us a message or give us a call as soon as you order, and make sure your order number is handy, and we will make sure to pack your order up how you want it.
If your order has already been shipped out, we usually can’t cancel it. It is always worth checking with us though because DPD is pretty good at returning to sender before your parcel gets delivered. We can take a look and if we can do this for you, we will not be able to refund the shipping costs, but will be able to refund the rest of your order when we get it back. If in doubt, just ask and we will do our best to help you out.
Unfortunately not. We don’t take preorders for any product, mainly to avoid disappointment as quite often there can be delays with containers coming into the UK. Once we know for sure when a product will be with us, we generally make announcements via Twitter and the site to let you know when you will be able to order. We don’t take orders until the products are physically in our warehouses to avoid disappointment. If there is a product that has been out of stock for a while, you can always get in touch with us to find out when it’ll be back in stock.
From time to time we do have discount codes. We don’t generally hand them out online. We do occasionally have promotions on certain items, and sometimes we will put flyers in your order with a discount code on. We do also attend some events and discount codes sometimes are available for attendees. Imported nappies and running two warehouses is extremely expensive, which is why we are generally unable to discount our products.
This means your order has been shipped out. You should have received a shipment email with your tracking number so you can track your parcel, and you should be able to see the tracking number in your account. If you can’t for some reason see the tracking number, just send us a message or give us a call and we will find it for you.
We try to keep everything in stock, and are getting better and better at it all the time. But sometimes we do sell out more quickly than we expect. You can always drop us a message or give us a call if you want to know when something is going to be back in stock that has been out of stock for a while. We usually can’t say the exact date (because it’s hard to say), but we generally have a pretty good idea of a rough time scale.
We only have available on the site to order what we physically have in stock. Occasionally stock levels are one or two off, so we can over sell. If this is the case, we will first of all try to contact you. If we don’t get a response before we need to ship the order out, we will ship the rest of your order out, and then wait for you to get back in contact with us and will then sort it out with you. We can either swap that product for something else, or we will refund you for the item, and usually refund your postage as a goodwill gesture.
I’m really sorry to hear that. With large scale manufacturing, occasionally problems can happen, but it’s pretty rare. The best thing to do is to send us a message or give us a call as soon as you notice the issue. We will then work with you to determine the issue and do everything we can to make it right with you.
We are always on the lookout for new products and brands. Give us a message if there is something you are after that you can’t find, and if you have a contact at the company that would be really helpful and we will see what we can do!
We have several methods to get in contact with us. You can call us during normal UK office hours – 01204 867 996 (+441204867996). You can send us an email – firstname.lastname@example.org. We do also have our online chat facility, you should be able to see the little box in the bottom left corner of your screen. The chat is manned during normal UK office hours. If we aren’t around (outside of working hours or perhaps we have popped out the office), the facility will allow you to leave a message along with your email address and we will get back to you as soon as we can.