Question about your order?
We get back to you right away – often within minutes. Here’s how to reach us:
- Contact us now at email@example.com
- Or you can reply to your order confirmation so you information is to hand, or fill out the form at the bottom of this page with your name and post code (don’t worry if you don’t know your order number).
When will my item be delivered?
My item has not arrived?
What happens after placing my order?
You don’t need to do anything, so just look forward to your delivery! After placing your order, your order will be immediately dealt with and we will begin to dispatch it. You will also be emailed an order confirmation, and we will contact you should we need to speak to you about your delivery at all (for example, for specialist items). For next day deliveries, you can expect your order the following day. For small items sent within the UK, you can expect your order approximately 3-5 days after placing your order.
What if I miss my delivery or I am not in?
For most items you will receive a card through your door which will allow you to rearrange delivery for a suitable day or collect it from a nearby depot.
Can I leave delivery instructions?
You’re welcome to add a note to checkout, but please ensure someone is available to sign for your delivery, or alternatively if you will be out, the courier will leave a calling card with some instructions for redelivery so please don’t worry. Please see our delivery services and charges for more information.
Can you quote for bulk orders?
Please get in touch by emailing firstname.lastname@example.org, specifying the products you are interested in, and we will get back to you with more information.
Can I choose a delivery time slot?
We can accept an order to be delivered on a future date, please enter instructions into the notes box at checkout. Some items will offer the ability for selecting a time slot at checkout as well. We can’t normally specify a specific delivery time for other items though as it is often down to our courier’s schedule for the day. Please see our delivery services and charges for more information.
Can you deliver on the weekend?
Where available, this option will show automatically at checkout for an calculated extra fee for certain items. Not all items will have this option, however. If you want to see if we can accommodate other items or have a special request, please let us know and we’ll do our best to help. For other products or general enquiries please contact us at email@example.com in writing so we can get back to you right away.
Can I try or view a product before purchase?
We are a solely internet-based company so we can offer the best prices possible, meaning we don’t have the large costs associated with a showroom. Instead, we offer the Body Massage Shop Guarantee on all our products and full manufacturer warranties. Please contact us if you have any questions on our products, as we can get straight back to you with the answer.
Can you answer a specific product question?
Yes! Please contact us by clicking the ‘product enquiry’ button on a product’s page, or email firstname.lastname@example.org with your question and the name of the product. We’ll be happy to help.
Can you ship internationally?
Yes. Delivery is calculated at checkout automatically for most mainland European delivery addresses. For other addresses outside mainland Europe or outside mainland UK, contact us for a complete quote at email@example.com with your full address.
For international orders do I pay customs tax?
For items sent in the EU or countries with agreements with the UK, there’s usually no customs tax to pay, so you can simply look forward to receiving your item. Your order includes all relevant sales tax (VAT), delivery costs with our couriers, the cost of the product and instructions for delivery. In other countries, your country may charge a customs tax when the items arrives. Usually you will be notified and asked to pay (if required) or confirm delivery. In some countries when ordering medical goods, you may not be required to pay customs duty, or you may be able to claim it back.
How do I return an item?
The easiest way is to reply to your confirmation email. Alternatively, please drop us a line at firstname.lastname@example.org. Read more about returns.
How long does a return take to refund?
Refunds can take up to 30 days, but in reality will usually take less than this to process after the returned item is received. Read more about returns.
Are your prices inclusive of VAT?
All prices shown are inclusive of VAT. A breakdown of the VAT included is shown at checkout and on your order confirmation, along with our VAT number.
Why have I not received an order confirmation yet?
Maybe your email address had a typo – please email email@example.com with your name and postcode so that we can send you another copy of your order confirmation by replying to your message. Your order is not affected by an incorrect email address. Please also double check your spam mailbox.
Do you offer discounts?
All the time! You’ll see sale prices and any special offers mentioned at the top of product pages. We offer the best prices anywhere online so offer unbeatable prices anyway, but since you’re looking – here’s a further £5 off your basket. The code to enter into the basket is ‘FIVEOFF’ (one word). This works on a basket valued over £100.
I can't see my question here
If you have a question not listed here, do feel free to drop us a line at firstname.lastname@example.org and we’d be happy to help.