Find the answers to some of our frequently asked questions here.
What's a CVV code?
Your CVV code or Credit Card Security Code/Card Verification Value code is a unique 3-digit number that's printed on the back of your credit/debit card. It helps us to validate your purchase and protect against fraud as it's difficult for anyone other than the genuine cardholder to know it. Your order can't be processed without a valid CVV code.
You may also have seen it referred to as a Card Security Code or Personal Security Code.
How do I order?
There are two ways that you can place an order with us, online or over the phone.
Find the products you want to buy and click 'Add to basket'. Once you've finished shopping, click on the basket icon in the top right corner of the page. From the basket page, you can state whether you're eligible for VAT relief and add any promotional codes to your order (if relevant). Click 'Checkout securely' to go through the process of securely paying online for your order using your debit/credit card, PayPal, or PayPal Credit.
I've just placed an order but forgot something. Can I add it to the order?
As we start processing your order immediately after you place it, you won't be able to add anything to it or make any changes.
I want to cancel my order
We start working on your order straight away, so we can’t cancel it. You'll need to return it to us for an alternative product or a refund. Please refer to our returns policy for further details and complete the appropriate form.
How much does delivery cost?
The following prices are for post and packaging to all UK mainland addresses:
Free for orders over £70.00 (excluding VAT)
£4.99 for orders up to £70.00 (excluding VAT)
Next day delivery: £7.99 for next working day dispatch (if ordered before 4pm Monday to Thursday)
We offer delivery across virtually the whole of the UK, although there are a few addresses located in the Scottish Highlands & Islands, Isle of Wight, and Isle of Man that will incur additional delivery charges.
We also deliver to Northern Ireland, but there are some restrictions with this. Following Brexit, products that are shipped direct from our suppliers are temporarily unavailable in Northern Ireland. We're continuing to monitor this situation and apologise for any inconvenience.
How long will my delivery take to arrive?
This will depend on what product you're purchasing and the delivery method you choose. If you're buying an item and use our standard delivery service, this will take roughly 3-5 days to arrive. With our express delivery, products are dispatched from the warehouse the next day (if ordered before 4pm) and should take 1-2 working days to arrive.
If you're purchasing an item that comes direct from our suppliers, this is currently taking longer than usual due to unavoidable global delivery issues. Our suppliers are working hard to minimise these delays but it is resulting in longer-than-expected wait times.
Please wait for the full delivery window to lapse before contacting Customer Service for advice - e.g. wait the full 5 days for an order on standard delivery to arrive once dispatched. Our team won't be able to provide any additional information until this has happened allow the necessary time of your chosen delivery window to lapse before contacting customer services to chase delivery.
If part of my order went out of stock, will I have to pay extra for delivery?
Don't worry, we won't charge you extra for delivery if part of your order goes out of stock. We'll simply send it out to you once it's back in stock.
Do you deliver outside of the UK?
You can place an order from overseas for delivery to an address in the UK, but we don't offer delivery to locations outside of the UK.
Do I have to sign for my parcel when it's delivered?
Right now, our delivery partner is taking steps to avoid contact when making deliveries which means you don't currently need to sign for your parcel. 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 record that it's been delivered safely, but won't ask you to sign using a handheld device.
What happens if I'm out when the courier tries to deliver my parcel?
If you're not at home when the courier tries to deliver your parcel, they may use their discretion and leave the parcel with a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.
Can I get items in my order sent to more than one address?
No, an order can only be delivered to one address, it can't be split up. If you need items delivered to different addresses, you will need to place a new order for each delivery address (and you'll have to pay for delivery on each order, if applicable).
How do I return an item?
We understand you may have ordered something by mistake or received something you no longer want. Here at Complete Care Shop we have a 30 day No Quibble Guarantee and we will be happy to offer an alternative or a refund. Please read our returns policy for more details and complete the appropriate form.
My order has arrived faulty/damaged - what should I do?
Our parcels are packaged to make sure that any damage in transit is kept to an absolute minimum. However, we will happily refund or replace (where available, subject to stock availability) any damaged or faulty item within 30 days of delivery.
Nothing in this section or elsewhere in these FAQs, our terms and conditions, or our returns policy affects your statutory legal rights.
My item has developed a fault – what should I do?
If your item develops a fault within 12 months (or 24 months for NRS Healthcare branded products) of receiving it, we will replace, repair or refund your item where possible (subject to stock availability).
We don't sell gift vouchers to use at Complete Care Shop at the moment.
How do I know if a product is right for me?
Choosing the right product to fit your unique needs can be tricky, which is why you can now get expert advice from our team of Occupational Therapists and Occupational Therapy Assistants to help check if a product is suitable. Find out more about our Expert Advice Service here.