Frequently Asked Questions
How do I place an order?
What payment methods do you accept?
How do I know if I'm eligible for VAT exemption?
How do I claim VAT exemption?
What are the charges for delivery?
How long does delivery take?
Do you do next day delivery?
Do you deliver overseas?
How do I return an item?
What happens if my product arrives damaged?
Do you sell spare parts?
How do I contact Care Superstore?
Have a browse of Care Superstore, our brand new website featuring an extensive range of useful items to make daily life that much easier. Once you have perused the website and found the product you would like to purchase, simply click on the ‘add to basket’ button to move it into your shopping basket. After you’ve finished shopping, and you are ready to place your order, click the ‘Checkout’ button, enter your delivery details and complete the payment process form. Your order has now been placed. It is as simple as that!
Alternatively, you can ring our friendly and knowledgeable Customer Service team on 0330 0243 111 and place an order securely over the telephone.
We accept Visa and Mastercard, Debit and Credit Cards, and PayPal Express. All card payments are processed by PayPal ensuring it is safe, secure and protected. No card details are recorded or kept at Care Superstore.
A person is eligible for VAT exemption if they are considered physically or mentally impaired by a condition that has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities. Please read our guide on VAT Relief (click here) for further information.
VAT exemption applies only to products that are for use by chronically ill or disabled people. On the website, you will be able see these items as they have the phrase ‘Available with VAT Relief’ written in a green box below the product image. To claim VAT exemption, simply tick the appropriate box as you go through the checkout process, and fill in the quick and easy form.
Charities are also able to claim VAT exemption by simply supplying their charity number.
There is free delivery on all orders over £40 excluding VAT, to all UK mainland addresses and most non-mainland UK addresses. For any orders under £5 excluding VAT there is a charge of £2.95, and orders up to £40 excluding VAT P&P is £3.95. More information on our Delivery Service can be found here (click).
We do our utmost to get your items to you as quickly and efficiently as possible. Most orders will be sent out using Royal Mail Tracked Delivery, larger orders are dispatched with couriers such as Parcel Force, Yodel or the Pallet Track network. These services will usually take between one and five business days for delivery, but occasionally make take a little longer.
Next day delivery is available for an additional nominal fee. When completing the checkout process, you will be asked what your preferred delivery method is; simply click on the option ‘Next Working Day’. Please note, your order must be placed before 16:00 to qualify for next day delivery.
Sorry, we don’t currently deliver overseas but we are looking into it. We do deliver to anyone in the United Kingdom. We do deliver outside the UK mainland, but please be advised additional costs may be incurred. We will do our best to keep the costs as low as possible. Please phone 0330 0243 111 for further information about specific delivery prices.
All customers of Care Superstore that wish to return a product have a 30 day money back guarantee. It is very rare that a product cannot be returned and if you look at our Returns and Refunds page (click here) we have created a simple guide to help you through the process.
First and foremost, please accept our apologies if you have received a damaged item. Please call immediately on the day of receipt of the damaged goods so that we can notify our couriers to sort out the issue as quickly as possible. We may require proof of damage, so if possible please take a photograph of the product, and email it to [email protected]. We will then arrange for the item(s) to be picked up and sent back to us. A refund or replacement can only be processed once we have received the item(s) and confirmed any damage.
Spare parts are not shown on Care Superstore but we can sell them for certain products. They are not held in stock and are specially ordered from our manufacturers. Please call 0330 0243 111 for more information about spare parts.
There are a number of ways of contacting Care Superstore. The quickest and easiest way is to call our Customer Service team on 0330 0243 111. Alternatively, you can email [email protected]. Our address is as follows:
Unit 11, St Georges Court,
St Georges Park,