Customer Help

Assistance

Here at PhysioRoom.com we endeavour to make your shopping experience as easy and straightforward as possible. However, if you can't find the information you need please don't hesistate to contact us and we'll do what we can to help.

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How to Shop Online

It's all too easy to assume that everyone is familiar with the concept of shopping online. Of course this is not the case - many of our visitors will not have shopped online before and the unfamiliar can be daunting. That's why we've put together a simple 9 step guide to shopping at PhysioRoom.com.

  1. Browsing the Shop
    To browse the contents of our shop, use the green navigation bar at the top of each page to view the various shop departments. Selecting a department will take you to a page listing the items available in that department.
  2. Finding the Right Product
    When browsing departments, the information provided in the list of products is designed to help you decide which product is right for you. The 'more details' link will take you to a page detailing further information about that product.

    Alternatively, if you have an idea of the product you are after, enter a word or two that describes it in the 'Search the Shop' search box located in the top right of each page and select the 'Search' button. A list of all products that have names and/or descriptions that match your search terms will be displayed.

    If you are unable to find the product you are after, or even wonder if one exists for your needs, please contact us and we'll do our best to help.
  3. Delivery Charges
    To calculate the postage and packing for your order, simply go to the Your Basket page and select the country the order is to be delivered to.

    More details of our delivery options are available here.
  4. Adding an Item to Your Basket
    When you've found an item you wish to purchase, make sure you are on the page that provides full details for that item. Select any options, such as size and colour, the quantity you require and then select the 'Add to Basket' button. You will then be taken to a page displaying the contents of your basket. Here, you can choose the country your order is to be delivered to and calculate the postage and packing. To continue shopping, select the 'Continue' button or if you are ready to purchase the items in your basket, select the 'Go to Checkout' button, which will take you to the first of 4 stages at the checkout.>
  5. Changing an Item in Your Basket
    If you wish to change or remove an item in your basket, first go to the 'Your Basket' page. This can be accessed at any time by selecting the 'View Basket' link in the 'Your Basket' box on the right hand side of every page. Once at the 'Your Basket'page, for each item in your basket you can change the quantity you require, by changing the number next to the item and selecting the 'Update Basket' button, or if you discover you wanted a different colour or size, select the 'Remove' button next to the item and return to the product page and add the correct item to your basket.
  6. Making Your Purchase at the Checkout
    To purchase the items in your basket, first go to our secure checkout, using the 'Go to Checkout' button either on the 'Your Basket' page or in the 'Your Basket' box on the right hand side of every page.

    When you go to the checkout your Web browser will start using a secure connection to our Website. This secure connection encrypts the information sent from us to you (the information displayed in your Web browser) and from you to us (the information your enter into the Web browser) so no one can read or change the information and is a proven and trusted method in the online retail industry for keeping your details secure.

    There are 4 steps when going through the checkout. In step 1 we gather some details about you so we know how to contact you. In step 2 we give you the opportunity to provide an alternative delivery address to the home address that you provide in step 1. You can also confirm the delivery service you wish to use. In step 3, we gather the details of the credit/debit card you wish to pay with (we only use these details to process your current order - for your safety and security we don't store them for future visits to our site). In step 4, you have the opportunity to check all the details you have provided in the previous steps, make any changes, and submit your order to us. We shall then send you a confirmation email with a copy of your order for you to keep.
  7. Processing Your Order
    Once your order has been submitted, we pass it to our warehouse for processing. Please note that True Shopping (our distribution partner) will show on your debit/credit card statement against your purchase. Orders received before 2pm Monday to Friday are dispatched the same day. Orders received after 2pm are dispatched the following working day (Monday to Friday).
  8. Keeping Track of Your Order
    When your order is dispatched we shall notify you via email. You can also check the progress of your order by signing into our Website using the email and password you provided in step 1 of the checkout. Simply select the 'Sign In' button in the top right corner of any page, enter your email address and password when prompted, and then select the 'My Account' button which will then appear in the top right corner of the page. The 'My Account' page lets you view details of orders that you have placed with us and enables you to monitor their progress. The status of the order will first show as 'Pending' when we first receive it. This will change to 'Processing' and then 'Packing' when the order is picked up to be prepared for dispatch and then changes to 'Dispatched' when your order has been dispatched from the warehouse.
  9. Returns and Queries
    If you have a query regarding an order that you have placed with us, please contact us and we will be happy to help. For returns that are not faulty we just ask that the item is in it's original, resaleable condition.
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Payment

Once your order has been submitted, we pass it to our warehouse for processing. Please note that True Shopping (our distribution partner) will show on your debit/credit card statement against your purchase. Orders received before 2pm Monday to Friday are dispatched the same day. Orders received after 2pm are dispatched the following working day (Monday to Friday).

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Currency

For your convenience, whilst browsing our Website you can choose to have prices displayed in a currency other than pounds sterling. The prices shown for currencies other than pounds sterling are for guidance purposes only. All orders are processed in pounds sterling and the actual amount you are charged when placing an order will depend upon any currency conversion rates and charges applied by your credit or debit card company.

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Security

When you go to the checkout your Web browser will start using a secure connection to our Website and may display a window informing you of this. This secure connection encrypts the information sent from us to you and from you to us, so no one can read or change the information. We use what is termed 128 bit encryption, which is a proven and trusted method in the online retail industry for keeping online transactions secure.

Please note that we only use the credit/debit card details you provide for processing your current order. For your safety and security, we do not store them for future orders that you might place with us.

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Delivery

Orders received before 2pm Monday to Friday are dispatched the same day. Orders received after 2pm are dispatched the following working day (Monday to Friday, excluding bank holidays and public holidays).

To calculate the postage and packing for your order, simply go to the Your Basket page and select the country the order is to be delivered to. Where more than one delivery option is quoted you will be able to select the delivery service you require at the checkout.

UK Mainland Deliveries

£FREE delivery is available for orders over £65!

Delivery options for UK mainland addresses:

UK Offshore Deliveries

Delivery options for UK offshore addresses:


For heavier orders, you will be prompted to contact us for a quotation.

European Deliveries outside the UK

Delivery options for European addresses outside the UK:



For heavier orders, you will be prompted to contact us for a quotation.

Rest of World Deliveries

Delivery options for addresses outside Europe:

For heavier orders, you will be prompted to contact us for a quotation.

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Returns

If for any reason you would like to return an item within 30 days of receiving the delivery, please call our Customer Services team on 01282 471590. They can also be contacted by email or faxed on 01282 424382.

Our full terms and conditions for returns are available here.

Unfortunately, we cannot refund the cost of returning items to us. We recommend that you obtain a certificate of posting from the Post Office or courier, since we cannot be held responsible for non-delivery of items.

Items should be returned to the following address:

PhysioRoom.com Limited
Unit 1 & 2 Dawson Court
Billington Road
Burnley
Lancashire BB11 5UB

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