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Customer FAQs


In this section you can find frequently asked questions about orders, returns and refunds, delivery, cancellation and more.
If your question isn’t answered here, please drop us a line


It’s quickest to contact the seller directly with enquiries about products, orders, deliveries and returns as they’ll be able to advise you best. You can do this from your My Orders page.

If you have a question about a product you can ask the seller and/or other care leaders like you who have experience of that product. Simply go to the Product Page and hit the ‘Product Enquiry’ button to get an answer direct from the seller. Alternatively, directly under the picture of the product, you will find a Q&A tab and here you can post a question and both the seller and other users will be able to answer.

As soon as the seller begins processing your order, you’ll receive a confirmation email with an estimated delivery window.

Once your order has been dispatched, we’ll update you with a dispatch confirmation email along with information about the estimated delivery window. While your order should arrive within the delivery window provided, please bear in mind that the seller is relying on estimated dates given by the seller’s courier company. If your order hasn’t arrived within the specified time frame, please check with the seller from your My Orders page.

If the seller you ordered from chose to use a tracked delivery method, the tracking number will be in your dispatch confirmation email.

You have a statutory right to cancel your order within 14 days. To do this, simply visit your My Orders page and select the Cancel button next to the order you want to cancel. Please note that if a seller has started processing your order the Cancel button won’t be available. Please wait until your order has arrived and follow our easy 2-step return process.

Yes, your seller should send you a VAT invoice when they email you to confirm that your order is on its way. If they haven’t done this, please contact the seller through your My Orders page.

We’re sorry if you’re having issues. Please get in touch with the seller you ordered from directly - they’ll be able to give you advice and resolve any issue you might be having. You can contact the seller from your My Orders page.

If after raising your issue with the seller you don’t feel that you’ve had a satisfactory response, please let us know at service@carestockroom.com and we will help to get things sorted out.

carestockroom.com is an online marketplace. We provide a safe and straightforward place for professional care leaders to find sellers of all the products they need in one place. When you buy a product on carestockroom.com, you are buying it from the seller listed on the product page where it says ‘Sold By’ - right above the product description. To see a seller’s details, just click their name on the product page and you will be taken to their Seller page. To give you additional peace of mind, your payments are securely handled by PayPal and all the major credit cards including Visa and Mastercard via Stripe.

If you have a question about a product you can ask the seller and/or other care leaders like you who have experience of that product. Simply go to the Product Page and hit the ‘Product Enquiry’ button to get an answer direct from the seller. Alternatively, directly under the picture of the product you will find a Q&A tab and here you can post a question and both the seller and other users will be able to answer.

The easiest way to find a particular product is to type the product name into the search bar and you’ll see a complete list of all the sellers who sell that product. Each seller is required to keep their stock information up to date – if something is low or out of stock this will be flagged on the product page.

For questions about your account or our website, please get in touch. For any specific order-related questions, please contact the seller in the first instance.

If you have any concerns that a product violates any statutory obligation, please let us know by emailing us on service@carestockroom.com. Our sellers are invited to sell on carestockroom.com because they share our determination to provide professional care leaders with products they can rely on – if you believe a product does not satisfy that standard we take it very seriously indeed.

We deliver to every corner of the UK. Our sellers use a number of different couriers including Royal Mail, FedEx and DPD.

Most of our sellers offer this service at an extra fee – you can upgrade to this option at checkout.

Your order can qualify for free delivery with most carestockroom.com sellers. If a delivery fee needs to be paid this is clearly stated on the product page and at checkout.

If you buy products from more than one seller, you may end up with a number of delivery charges. When you come to checkout, you will see how close your order is to qualifying for free shipping and you will have the chance to add additional items from a seller’s range in order to meet the free delivery threshold.

Even if you’re buying from just one seller, you may find that your order has multiple delivery costs or different delivery times. This is because occasionally a seller will levy an additional delivery charge due to the nature of the item being delivered or that different products may come from different warehouses.

Many of our sellers use tracked delivery services and you can choose to be notified by email or text. If a seller is shipping your order to you using a tracked service then you’ll automatically receive this information when your seller sends you the email to confirm your order is on its way.

If you haven’t received your order when you expected, please first check with the seller who will answer your query within 24 hours. You can do this from your My Orders page.

If you change your mind about a product, you can return it within 14 days of receipt. There are some exceptions – for example if a product has been personalised or it is not in a resaleable condition. Any conditions of return are clearly stated on the product page.

You can return a product in 2 easy steps.

Step 1: Go to My Orders and find the product order

Step 2: Click the item you’d like to return and select the reason for your return

That's it! Your seller will confirm your return and provide any additional details you need. Please don't return the item to your seller without their confirmation.

It’s a good idea to send your return with a tracked service for your own peace of mind and to cover you in the event of any courier delays. As soon as your seller receives the return they will let you know and we’ll start processing your refund.

Once a refund has been processed for your order, the money should reach your original payment method in 3-5 working days, although this can take up to 30 days for credit/debit cards depending on who you bank with.

You have a statutory right to cancel your order. To do this, simply visit your My Orders page and select the Cancel button next to the order you want to cancel. Please note that if a seller has started processing your order the Cancel button won’t be available. Please wait until your order has arrived and follow our easy 2-step return process.

At the bottom of applicable emails, you can select 'Click here to Unsubscribe'.

carestockroom.com takes customer data protection seriously and we take the appropriate precautions to keep your personal details safe and secure. Your payment details are handled and protected by our payment providers, PayPal and Stripe.

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