FAQ’S

Please Note that due to high demand we are currently only able to process online orders.

 

Payments

What payment options do I have?

We accept secure payments via Visa and MasterCard.

Will I be charged for customs, taxes, VAT’s or other extra fees?
We do not collect fees for any costs other than the products we sell and shipping. If you would like to arrange an international delivery, UK taxes may be added where applicable. Please email office@medicare-uk.org to enquire.

 

Shipping

What countries does MediCare UK ship to and how long will my order take to arrive?

We are currently only taking UK orders via our website. Please email office@medicare-uk.org to enquire about international shipping.

How do I track the progress of an order?

Once your order has been dispatched you will receive an email with your unique royal mail tracking number. You will be able to track and trace your items via the royal mail website at: https://www3.royalmail.com/track-your-item#/

What packaging will my order be shipped in?

Our products are packaged in simple, elegant and secure pillow box casing designed to fit through a standard sized letter box.

Can I change the delivery address on my order after I have placed it?

Once an order is confirmed, we regret that you cannot change the delivery address. You will need to cancel the order and make a new one using the correct delivery address.

Do I need to sign for my order? Our orders are tracked and delivered by Royal Mail. A signature is not required.

How long will my delivery take? Royal Mail 2nd Class deliveries will take approximately 4-5 days to be delivered and 1st class delivery will usually be delivered within 1-2 days. Items will be dispatched the same day if your order is placed before 2pm. If you order after 2pm on a Friday then your order will be delivered on Monday. If you order after 2pm on a Saturday then your order will be delivered on Tuesday. You will receive your Royal Mail tracking number as soon as your item is dispatched.

What happens if my delivery is late?

Due to the ongoing coronavirus crisis, there is the possibility of slight postal service delays. As soon as your order is dispatched we will email you your tracking number so that you can follow the progress of your delivery via the royal mail website: https://www3.royalmail.com/track-your-item#/

 

Refunds and Returns

Can I return an order?

All of our products are non-refundable.

What happens if my products arrive damaged or defective?

In the unlikely case that your product arrives damaged or defective we offer an exchange. Please notify us by email within 24 hours of receiving your product. Include clear photos and description of the fault and your order number. We also ask you to kindly return your faulty products to:

13 Masons Yard, St. James’s, London SW1Y 6BU. (Please retain your post office receipt for proof of sending)

Will I get refunded the delivery charge when I return an item?

If your item is faulty, defective or damaged then we will send you a replacement item free of charge.

Can I cancel my order before it is dispatched?

You can cancel your order at any time, before it is dispatched. To do this, you will need to email office@medicare-uk.org

 

Products

When do I need to wear my mask?

According to advice published by the Centers for Disease Control and Prevention. (CDC) Everyone should wear a cloth face cover when they have to go out in public, for example to the grocery store or to pick up other necessities. The cloth face cover is meant to protect other people in case you are infected. Continue to keep about 6 feet between yourself and others. The cloth face cover is not a substitute for social distancing.

Will my mask stop me from infecting other people?

Our masks offer two-way protection.

They can protect others from harmful viruses breathed out and they can also protect the wearer from inhaling airborne particles from others who may be infected. It is still important to adhere to the government guidelines for personal hygiene.

How should I put my mask on and take it off?

Before putting your mask on, you should wash your hands with soap and water or use an alcohol-based hand sanitizer. Once on, the mask should fit snugly around the nose and mouth. Avoid touching the mask while using it. If you do, wash your hands with soap and water or alcohol-based hand rub. Removing a mask should be done from behind, says the department, and don’t touch the front of the mask.

And the CDC says to avoid touching your nose, mouth, and eyes, and wash your hands immediately after removing it. We recommend either disposing of the mask or storing the used mask in a plastic bag and not touching it again until it has been cleaned.

Can a child wear a mask?

Our masks are one-size-fits-all adult masks. Cloth facecoverings should not be placed on young children under age 2.

Can I wash my mask?

We recommend that you discard your masks after every use.

How else can I protect myself against viruses?

Wash your hands often with soap and water for at least 20 seconds especially after you have been in a public place, or after blowing your nose, coughing, or sneezing. If soap and water are not readily available, use a hand sanitizer that contains at least 60% alcohol. Cover all surfaces of your hands and rub them together until they feel dry. Avoid touching your eyes, nose, and mouth with unwashed hands. Put distance between yourself and other people. Remember that some people without symptoms may be able to spread virus.

How do I know my mask is a genuine certified product?

We handpick our masks from carefully selected manufactures. They all conform to the standards set by the WHO. Health and safety certificates can be viewed here: (link to page)