Frequently Asked Questions

Q: How do I find out if a product is VAT exempt?

A: On each products description it states at the bottom whether it is VAT exempt. If it does not say it, it is not exempt. You can find out whether you qualify for VAT exemption on the VAT EXEMPTION page. 

Q: What qualifies a product to be VAT exempt?

A: As a general rule, any product that was manufactured to cater specifically for a certain disability will be registered as a medical aid and will be VAT exempt.

Q: I have a valid condition that allows me to purchase your products VAT free, why isn’t the checkout accepting my exemption?

A: When creating your account, you must make sure that you have chosen your condition from the list AND ticked the little box above indicating you are exempt. However if you have done this correctly and it still will not accept your exemption, this probably means that the product you wish to purchase isn’t VAT exempt. Another possibility might be that as our supplier catalogues and products are updated so regularly, the exemption may have been discontinued at the manufacturers’ discretion. We make an effort to keep these updated as regularly as possible.

Q: How long will it take for my order to arrive?

A: If ordered before 2:30pm Monday to Thursday we endeavour to dispatch your same day, stock permitting. While we aim for a swift order process, please allow 7-10 days for delivery before contacting us with an order query. If we are out of stock of all or a part of your order, we will make an effort to contact you via email to discuss how you would like to continue the order.

Q: If I am away when the order is due to be delivered, can I arrange to have it left in a safe place or with a neighbour?

A: Although there is no "Additional Delivery Notes" section available whilst ordering, you may contact a member of our team via telephone or email to let us know what you want to have arranged regarding delivery of your order. Please see our SHIPPING & RETURNS page for more information.

Q: If my product is not suitable, may I return it?

A: If the product is unopened and still in its original packaging then you may of course return it providing you contact us first. Due to the sensitive nature of some of our products, it may not be possible to return an opened item. However, there are some exceptions and the best way to find out would be to call our Care Centre on 0800 279 8889. Please take a look at our SHIPPING & RETURNS page for more information.

Q: My order contains sensitive products. Is it possible for it to be sent in discreet packaging?

A: We understand the need for subtlety. As a result, whatever the product, all of our outgoing parcels and packets are sent unmarked. 

Q: I am purchasing a product for someone else. Can I have it sent to their address?

A: Yes you can. Providing you have created an account with us, just click on the ‘My Account’ tab in the top right hand corner of the home page and you may add as many delivery addresses as you like. These can then be chosen from the drop down menu at the checkout.

Q: If I wish to place my order over the phone using the contact number on the website, does the free carriage apply?

A: Unfortunately not, the special offer only applies to orders placed using our online order form. However we will always use the least expensive method of delivery available while keeping the process secure. For example, most of our products are sent via Recorded (Signed For) Royal Mail, location and weight permitting.

Q: What factors allow me to order from outside of the UK mainland?

A: As long as the product you are ordering is under 1500kg, you are within the EU and you have contacted one of our team to arrange shipping, then we will have no problems sending out your parcel. Please take a look at our  SHIPPING & RETURNS page or contact us on our freephone number 0800 279 8889 or email us at enq@procters.com for more information on our policy on shipping abroad.