If you can't find an answer to your question from the selection below, then please call us on 01708 726 535 or email us at: info@orthoformwire.com, we'll be happy to help.

ACCOUNT

How can I set up an account?

Its very easy to register a new or existing account for online shopping, all you need to do is:

1. Click on ‘Login/Signup’ at the top right of the page
2. Click on the ‘Create your account’ link at the bottom
3. Fill in your name, email address and select a password
4. Click the ‘Create my account’ button

You are now logged in, and will be redirected to your Account Details screen - this is where you manage your address details and can check the status of any orders you have placed. You are now ready to start shopping online!

 

How can I update my account details?

It’s easy to update your account details:

1. Click on 'Login/Signup' at the top right of the page
2. Login to your account
3. Click 'My addresses'

You can then add a new name and address, edit your current name and address, or change your default delivery address.

 

Our practice is moving, do I need a new account?

 

It’s not necessary to set up a completely new account if your address has changed. All you need to do is amend your existing online account details:

1. Login to your account
2. Click ‘My Addresses’
3. Enter your new address, or amend an existing address and set as ‘Default’
4. Delete the old address you no longer need

Please also inform us of your new address on 01708 726 535, or email info@orthoformwire.com so we can update your account details offline.

 

I've forgotten my password, what can I do?

 

If you’ve forgotten your password, don’t worry. All you need to do is:

1. Click ‘Login/Signup’ at the top right of the page
2. Click the 'Recover password' link at the bottom
3. On the next page, enter your registered email address, and click ‘Recover’
4. A link to reset your password will now be sent to you via email
5. Enter your new password on the Reset Account Password page

 

 

Can I have more than one delivery address?

 

Yes, it’s easy to add delivery addresses:

1. Click on 'Login/Signup' at the top right of the page
2. Login to your account
3. Click 'My addresses'
4. You can then add a new address, edit your current address, or change your default delivery address.

You can also add an alternate delivery address during the checkout process when choosing delivery and billing address.

 

Is there a benefit to registering for an account?

 

There are a number of benefits to registering an account and not just checking out as a guest:

• We can offer you 30 days interest-free credit - simply select 'Pay on Account' when you checkout. (UK accounts only, subject to status)
• You can manage your default billing and delivery addresses for a faster checkout with pre-filled forms.
• You can view your purchase history and easily check order, payment and shipping status.
• You can create and save a 'Favourites Wishlist' for fast and easy reordering of frequently purchased items.

 

 

Can I check out as a guest?

 

Yes, you can make a purchase as a guest. You will need to submit your name, email address, billing and delivery address and card details, but you won’t create an account or receive marketing emails unless you opt in during the checkout process.

 

How do I sign up to or opt out of newsletters?

 

You can choose whether to opt in to marketing emails during the checkout process when completing your order, but you can also sign up at any time by filling in the ‘Subscribe to our newsletter’ option towards the bottom of the page.

You can opt out of emails by clicking the unsubscribe link found at the bottom of our emails.

 

 

DELIVERY

 

Where can you deliver to?

 

We're currently only accepting orders for delivery to addresses within the UK and Ireland. 

 

How much does delivery cost?

 

• UK delivery starts from £5.95, and next-day delivery to Ireland from £19.95.
• All UK orders over £300 (ex-VAT) will be shipped free of charge.

 

 

How long does delivery take?

 

• UK delivery is within 1-3 working days, and will vary dependant upon your location (usually next day before 1pm for UK mainland). You will be notified if any items are on back-order.
• Shipments to Ireland are usually delivered within 1 working day via DHL, but you may experience delays as delivery will only be made once import and clearance fees are paid. All tracking information will be provided once your order ships, and you will be kept informed of your shipment status.

View our Delivery Information page for further information.

 

 

What should I do if my order was damaged in transit?

 

If any damage has occurred to the goods in transit, you can follow our returns procedure. Please also refer to the 'Damaged Goods' section before making a return.

If you need any assistance, please call us on 01708 726 535

 

 

ORDERS

 

Where is my order confirmation?

 

We will send you a confirmation email detailing the exact order received shortly after your order is processed. This message is sent to the email address you specify during the checkout process, or the email linked to your account if you're signed in. If you don't receive an email after placing your order, then please check your spam folder.

You can get in contact with us at info@orthoformwire.com or call 01708 726 535 if you need further help.

 

 

Can I cancel or amend my order?

 

Once you've placed an order online it’s not possible to amend or cancel this yourself.

If you've ordered items by mistake, please call us on 01708 726 535 quoting your online order number and we’ll cancel the order for you. You can then re-order the correct items.

If you want to add items to an existing online order, you will need to place a new order for those goods. Please add a note to the additional order and we'll ship both together (if the first order hasn't already shipped), and then refund the second order delivery charge.

If you’ve already received the order, and need to return items then please refer to our Returns Information.

 

 

An item on my order isn't in stock, when will I receive it?

 

We make every effort to ensure that the items we’ve listed on our store are in stock, but occasionally we may not be able to fulfil everything on your order. You will be notified of which items are on back-order, and the timescale for delivery (usually within 28 days).

We have a close working relationship with our manufacturers and receive deliveries every month. However, delays can sometimes unavoidably occur, and it may take longer for an item to be replenished but we’ll always keep you informed of any changes to your delivery date.

 

 

Something is missing from my order?

 

We don’t always ship everything in your order at the same time, and if items are on back-order we'll post them as soon as they are available for you.

You will always be notified of any out of stock items, along with the estimated delivery date. We would recommend checking your dispatch email; if the item is not listed, then we’ll be dispatching this separately as soon as we have it back in stock.

If an item is listed but was missing from your parcel, please contact us on 01708 726 535 so that we can investigate further.

 

 

My order is damaged, or incorrect - what should I do?

 

We’re sorry to hear there’s a problem with your order.
If your parcel is damaged or you have received incorrect items, then please contact us on 01708 726 535, quoting your order number, and we’ll help to resolve the issue as quickly as possible. 

 

 

Where can I view my order history?

 

You can view your complete order history by:

1. Click on 'My account' at the top right of the page
2. Sign in to your account and select 'My orders'
3. Click the Order# link to view the full order details.

 

 

Why has my order been cancelled?

 

Your order could have been cancelled for various reasons, but we will never cancel an order without communicating with you beforehand. You will always receive an email providing reasons for cancellation, but please contact us if you require further assistance.

 

 

Can I change my shipping address?

 

If you have placed an order and need this shipping to a different address we can change the delivery address for you provided that it has not yet reached the dispatch stage. Please contact us on 01708 726 535 as soon as possible with the amendments to your delivery address and we’ll do the rest.

For future orders, we'd recommend you make updates to your existing addresses, add new ones, or edit your default shipping address:

1. Sign in by selecting ‘My account’ at the top of the page
2. Click ‘My addresses’
3. Enter your new address, or amend an existing address and set as ‘Default’
4. Delete the old address you no longer need

 

 

PRICES & DISCOUNTS

 

Will I save money by shopping online?

 

The prices online are the same as those offered when ordering over the phone. However, there may be special offers online, or extra discounts offered from time to time that are not available elsewhere.

 

 

Are prices online inclusive of VAT?

 

All prices shown on the website are in Pound Sterling, and exclusive of VAT. This will be added at the current rate during the checkout stage.

 

 

Can I use your price promise online?

 

We can't apply individual discounts to prices online so if you would like to take advantage of our Price Promise, then please call us on 01708 726 535 (Monday-Friday, 09.00-17.00).

You can view our Price Promise Guarantee for more information.

 

 

How do the multi-buy discounts work?

 

It's very simple - the more you buy, the more you save!

You can mix and match your products to reach the discount thresholds shown on each product page. Underneath each discount table you will find some information outlining which product ranges can be combined to achieve the discounts shown. Simply select any combination of products from those ranges listed, the discounts are automatically applied in your basket, and you make some great savings!

A notification showing how much you have saved will be displayed in your basket before you check out.

You can view our Multi-buy Discounts page for more information.

 

 

RETURNS

 

My item is unwanted - can I return it?

 

We’re happy to accept returns for unwanted items, provided that they are returned within 30 days of receipt and unopened, unused and in perfect condition.

You can view our complete Returns Policy for more information.

 

 

How long do I have to return an item?

 

Returns will only be accepted within 30 days of receipt of goods, provided all items are unopened, unused and in perfect condition.

You can view our complete Returns Policy for more information.

 

 

How long will my refund take?

 

We aim to process refunds for returned items within 2 working days of them arriving at our warehouse and we'll send you a confirmation email once this has been issued to keep you updated.

If you have not received a refund within 10 days of posting the item to us, please contact us on 01708 726 535 with details of the item(s) returned so we can investigate further.

 

 

PAYMENT

 

Which payment methods can I use?

 

We currently accept the following methods of payment:

• American Express
• VISA
• Mastercard
• Maestro

 

 

Can I save payment card details to my account?

 

We do not retain the payment details of our customers and a card will not be able to be saved in your account settings. For new orders, you will be asked to enter your card details during the checkout process only.

 

 

When will I be charged for my order?

 

For orders purchased via Credit/Debit card, the card will be authorised at the time of placing the order, and charged when the products are dispatched. If you’ve ordered items that are on back-order, these are charged when you place the order, and dispatched separately, as they become available.

If you are paying via Invoice (UK accounts only - subject to status), you will receive the invoice in the parcel with the goods showing the due date for payment. This will be 30 days from the date of purchase.

 

 

Still need help?

If you were unable to find an answer to your question from the selection shown, then please contact us using the form below,

or call on 01708 726 535 and we'll be happy to help you further with your enquiry.