Frequently asked questions
How can I place an order?
You can order:
- By telephone on 0300 770 1532 from 9am to 5.30pm
I have not had confirmation of my order.
All orders are confirmed by email with your order reference number within one hour from the time of placing and
order If you have any questions about your order, please call us on 0300 770 1532 to speak to our Customer Service
team who will be happy to assist you.
Can I make changes to my order?
Please note, all orders will get dispatched within 24 hours. You can make changes to part or all of your order by
calling 0300 770 1532 within 12 hours of placing your order, prior to dispatch of the goods.
Any additional goods will have to be ordered by placing a new order.
Can I cancel my order?
You can cancel your order within 12 hours of placing the order. You do not need to provide any reason for
To cancel your order, please call us on 0300 770 1532 and quote your order reference number from your
confirmation email, full name and address and the date you placed the order.
Can I get a refund on my order?
Yes, you can get a refund; Please notify us by calling the Customer Service team on 0300 770 1532
and return the goods to us within 14 days of receiving them.
Once we receive your return, we will refund your money using the same means of payment as you used
in your original transaction.
What if my product is delivered damaged?
If your goods arrive damaged, we will exchange them for you. Please contact us within three days of receipt
of the goods.
Alternatively, if you do not wish to receive replacement and would like to receive a refund,
please use the return form provided with your delivery. You can also notify us by calling the Customer Service team
on 0300 770 1532.
Once we receive your return, we will refund your money using the same means of payment as you
used in your original transaction.
Can I exchange the item?
Yes, you can exchange the item by returning the purchased item to us within the 14 days of the receipt of the goods
in a good condition.
Can I send an order to more than one address?
Unfortunately, we are not able to split orders and send them to multiple addresses. To send items to more than one address
you will need to place separate orders.
How do I make a donation to Kidney Research UK?
There is an option to add a donation to your order at the checkout. Thank you for your generosity.
Can Gift Aid be claimed on my order?
We are unable to claim Gift Aid on the value of the goods you purchase from us.
We can however, if you are a UK taxpayer, with your permission, claim Gift Aid on any donation you make to us.
Simply tick the Gift Aid box when you donate to us.
Do you offer discounts for bulk orders?
Unfortunately, we are not able to offer a discount on the bulk order of products.
Do you offer products on a sale or return basis?
Unfortunately, we do not offer any of our products on a sale.