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Delivery information

Here's where you'll find information about the different delivery options available, including prices and timescales for standard and express delivery.

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Latest updates

We're working hard to make sure you receive the best possible service. At the moment, your order may unfortunately take longer than usual to reach you as our delivery partners experience delays. Once your order is out for delivery, our delivery partner will keep you updated on its progress, so keep an eye out for an email or text message. 

Please note that, at the present time, our delivery partner is taking steps to avoid contact when delivering to customers. If no safe place is available or a signature is required, they will knock on the door, place your delivery on your doorstep and step back. When you answer they will ask for your name to ensure a safe delivery, but will not ask you to sign using a handheld device. If a signature is required, they will ask for your name so they can add it to the signature strip.

Our UK-based team is experiencing a high volume of calls and emails at this time and we’re asking our customers to please wait 7 working days from receiving confirmation of dispatch before contacting us with any delivery enquiries. 

Please be assured our team are working hard to answer all current queries. Thanks for your patience and understanding.

Service levels

Our business is currently putting plans in place to ensure our services run as smoothly as possible over the coming weeks, with growing uncertainty over how COVID-19 (Coronavirus) may affect workforces across the country. We are also monitoring and following government guidelines regarding health and safety measures for our staff.

Although we are in regular dialogue with our suppliers and they are providing us with constant updates regarding stock levels, we do expect some disruption to our normal service due to fluctuating staff levels as people are advised to self-isolate. We also expect the COVID-19 virus to affect our supplier and courier staffing levels. We understand that our customers rely on our products for independent living and we will do our best to keep you updated during these unprecedented and unpredictable times.

Customer Services information

Complete Care Shop is staying COVID-19 secure

We are pleased to let you know that we have complied with the government’s guidance on managing the risk of COVID-19 in our workplace so that the health and safety of all our staff members is protected.

Here are the five steps we've taken to ensure we work safely together:

  1. We have carried out a COVID-19 risk assessment and shared the results with the people who work here
  2. We have cleaning, handwashing and hygiene procedures in line with guidance
  3. We have taken all reasonable steps to help people work from home
  4. We have taken all reasonable steps to maintain a 2m distance in the workplace
  5. Where people cannot be 2m apart, we have done everything practical to manage transmission risk

Our telephone answering capability may be impacted

Under guidance from the UK Government, we are encouraging as many colleagues as possible to work from home to help prevent the spread of the COVID-19 virus – this includes our Customer Service team members. As a result, this may impact our telephone answering capability so we’re advising all our customers to get in touch via our contact form with any queries, as this will be the most efficient way to reach us. Please note, as mentioned in our "Latest updates" section, you should only contact us to ask about deliveries 7 working days after receiving your order dispatch confirmation email.

Tracked deliveries

Complete Care Shop offers two tracked delivery services (one signed for and one not signed for, depending on the size of your item(s)), which lets you follow your order once it's been dispatched. We're committed to keeping the cost of orders as low as possible by offering the following prices for post and packaging to all UK mainland addresses and most non-mainland UK addresses:

  • Standard delivery:
    £4.45 for orders up to £50.00, excluding VAT
  • Express delivery:
    £7.45 for next working day dispatch (if ordered before 3pm Monday to Friday)
  • Free delivery* on orders over £50.00, excluding VAT

Please feel free to contact us using our contact form for specific delivery prices outside the UK mainland.

White Glove Service

Products on our website which include the option of White Glove Delivery are still available to order. We will ask customers to confirm if they are self-isolating or have tested positive for COVID-19 when arranging an appointment. For customers who are not self-isolating, not showing symptoms or have tested negative for COVID-19, an engineer will attend your agreed appointment while following social-distancing guidelines set out by the UK Government.

White Glove Delivery Service is available for all UK mainland addresses, which includes full delivery and installation, unpacking and demonstration. For all addresses outside the UK mainland, we can still deliver your product but this will come at an additional charge and installation of the equipment is NOT available. For more information please contact us using our contact form.

Processing and dispatch

Orders are sent using the most efficient and reliable service for the size of your order. These services vary from 1-5 business days delivery, though they can sometimes take longer. Some of our products (e.g. some chairs and power chairs) are made to order so will need more time. Under the Distance Selling Regulations, we have 30 days to deliver to you, but we always strive to deliver as quickly as possible.

Delivery destinations

Our free delivery or standard delivery charge is applicable to deliveries to mainland UK and most orders going beyond the mainland. However, delivery to the Scottish Isles and Highlands, the Isle of Wight, Isle of Man, Northern Ireland and the Channel Islands may be extra depending on the weight or size of your order. Please call us for more information. Alternatively, if you live in one of these destinations, you can place your order with us online and we will call you if there is an extra charge for delivery.

Out of stock

Occasionally we might be out of stock of an item. In this situation we will try to contact you by phone or email and offer the option to cancel your order for a full refund if you would rather not wait or receive a suitable alternative.

Most recently, due to the global COVID-19 (Coronavirus) pandemic, we have seen an unprecedented demand for our products, especially antibacterial products, including hand gels and hand wipes. This has unfortunately resulted in many of these items becoming out of stock within a very short time frame. We apologise for any inconvenience caused and are offering a full refund to those customers who we are unable to deliver orders to.


All of our products come with a 30 day no quibble money-back guarantee.

Other useful pages:

Our terms and conditions | Our returns policy