FAQs

Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email:

support@orthofoot.co.uk

When will my order arrive? 

During peak seasons products are shipped directly from our manufacturing partners international warehouses. Therefore orders can take around  10 business days once dispatched for the items to reach you, we urge you to please allow this time before contacting us.

Has my order been dispatched yet? 

Orders are generally dispatched within 1-3 business days, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on

support@orthofoot.co.uk and we can give you real time information on whether your order has been dispatched or not.

My item arrived broken or damaged what can I do?  

If your product is damaged then please take photos and send them to us at

support@orthofoot.co.uk

We are not responsible for any damages to boxes, cases or other packaging. We always make sure we sufficiently protect the product. However it's the carriers responsibility to handle them with care, we have no control over this.

I ordered 2 or more items, why did I only receive one?

When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you! 

I need to cancel or change my order how do I this this?

We always try our best to cancel your order, however if your order has already been shipped or processed then we cannot cancel your order. You must notify us within 24 hours if you wish to cancel your order. If you would still like to cancel for a refund after this time then once your item has been received you will need to return the goods and we will issue you a full refund.

If you would like to change your order then please contact us within 24 hours of placing your order. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.

My order is still not here please help?

Firstly, please do not worry it is on it's way. If your order has taken longer than 14 days from dispatch then please contact us and we will look into it for you. We urge you to please allow this time before contacting us. We offer a Money Back Guarantee or will have your order resent. 

I put the wrong address for my order, can I change it?

If you have put in the incorrect delivery address on your order then please contact us within 24 hours of placing your order. If your order hasn't been shipped or processed then we can update your delivery address no problem. If the order has been shipped or processed then unfortunately there is nothing we can do.

Why did I not receive a confirmation email after placing the order?

There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.

I don't have a tracking number, when will I get it?


When you receive your dispatched email it will be in there most of the time, if not you can email us on 

support@orthofoot.co.uk

for an update on your tracking. Please allow 1-3 days for your tracking to update on the system from the carriers.

What are the payment options available?

We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments as well. If your card was declined then please do not worry, simply contact us and we will advise you. 

What are your shipping costs?

We offer FREE INSURED SHIPPING ON ALL ORDERS!