Customer Service

  • Orders & Delivery

  • Where is my order?

    You will receive an email confirming that your order has been dispatched. Included in this email will be your tracking number. You can also log into your account here to track the progress of your order.

  • How do I get a VAT invoice?

    If you require a VAT invoice simply log into your account here and follow the options to view your orders and print VAT invoices.

  • What happens if I have ordered the wrong item?

    Please contact our customer services team as soon as possible so that we may be able to stop the order being dispatched. If it has left the warehouse we would require you to return it at your cost.

  • Can I Track my Order?

    For items to be delivered by Nightfreight and Royal Mail Special Delivery we will supply tracking numbers by e-mail which you can use to track where your parcel is. For Pallet deliveries the courier company will call you to arrange the delivery.

  • What delivery options are available?

    Royal Mail First Class:
    This service aims to deliver your goods next working day (but please allow up to 15 working days) once your goods have been despatched. This is an untracked service and does not require a signature upon delivery.

    Royal Mail - Two Day Tracked: This service provides a tracking number but does not require a signature upon delivery.

    Parcel Deliveries - Nightfreight & DX: This service will provide a text message confirming your goods have been collected from us on the day of despatch. We will also send tracking information by e-mail later the same day. Delivery will be made within the timescales indicated at the time of placing your order. A signature is required at the time delivery is made. Deliveries are made Monday - Friday between the hours of 9am and 5pm. Please ensure your mobile phone number is provided at the time of placing your order so that we can keep you fully informed.

    Pallet Deliveries: This service can be arranged through our Customer Services Team.

    ** European Deliveries **

    Royal Mail - Airmail Small Packet: This service aims to deliver your goods within 3 - 5 working days (please allow up to 14 days). This is an untracked service and does not require a signature upon delivery.

    Royal Mail - Airmail International Signed For Small Packet: The target time for this service is three working days to Western Europe, five working days to Eastern Europe and seven working days for the rest of the world (please allow up to 14 days). A signature is required at the time delivery is made.

    Royal Mail - Two Day Tracked: This service provides a tracking number but does not require a signature upon delivery.

    DPD Road Parcel: This is a tracked service and we will e-mail tracking information to you later on the day of despatch. Delivery will be made within the timescales indicated/selected by you at the time of placing your order. A signature is required at the time delivery is made.

    All delivery options, lead times and prices available will be displayed at the time of placing your order.

    Contact our customer services team and inform them that you wish to return the item(s).

    In the event of damaged/faulty goods or a mistake on our behalf we will arrange to collect the items from you.

    In all other circumstances you shall be responsible for return postage/courier charges.

    PhysioRoom.com cannot be held responsible for non-delivery of returned goods so we recommend you get a certificate of posting from the Post Office or Courier.

    If an item has been returned for any reason other than a product fault or a mistake on the part of PhysioRoom.com, you will be refunded the cost of the goods provided they are received by us in re-saleable condition and in the original packaging.

  • 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 4pm Monday to Friday are dispatched the same day. Orders received after 4pm are dispatched the following working day (Monday to Friday).

  • Currency

    We accept payment in the following currencies:

    British Pounds Stirling (£)

    Euro (€)

    US Dollars ($)

    To change the currency of the site simply choose an option by clicking the drop down currency flag in the top right of the page. Once the page refreshes all prices will be displays in the new selected currency.

  • VAT Relief

  • PhysioRoom - VAT Relief Form
  • Returns & Refunds

  • PhysioRoom.com Returns Procedure

    How long does it take for a return to be processed?

    We will process your return on the same day we receive your items. Please allow up to 5 working days for your bank to process your refund.

    How do I return an item?

    In order to quickly identify your return, please make sure to reference your name and order number in the return package.

    For your convenience, we use myHermes for all our UK returns. This service allows you to drop your parcel off at over 3,500 local retail outlets nationwide or have the goods collected from your home by a courier. For more details please visit the myHermes website at www.hermesparcelreturn.co.uk.

    To return your item, please take the following steps:

    1. Repackage the unused (tried on only) item in the original packaging.
    2. You will need your PhysioRoom.com, e-mail address, delivery postcode and payment card/PayPal details to make a payment of £2.50 and create your returns label. Please follow the step by step instructions on the following link:

    www.hermesparcelreturn.co.uk.

    International or non UK mainland Returns

    To return your parcel to us, you can use your local postal service requesting the standard delivery service, but ensuring you opt for the extra compensation where possible - this will ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Physioroom.com cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage.

    The Returns address is:

    Physioroom.com Returns Department
    Orient Park
    Billington Road
    Burnley
    BB11 5UB
    UK

    Our return policy

    At PhysioRoom.com we always aim to provide high quality goods that are fault free and undamaged. On the rare occasion that goods may need to be returned, the return will be governed by the following Terms and Conditions:

    1 – All orders dispatched from PhysioRoom.com contain a ‘returns card’ which, unless otherwise stated, must be fully completed in the unlikely event of damage or fault to the goods. The ‘returns card’ must be fully completed by the customer in order to be entitled to credit or replacement of the product/s in question. All necessary information must be included in the ‘returns card’ in order to be entitled to a credit/replacement. Any ‘returns card’ sent without order numbers will not be credited.

    2 – If the customer receives goods that do not match the order then, unless accompanied by the ‘returns card’ detailing any changes, stating the reasons for the change and the options available to you, the customer should contact PhysioRoom.com within 7 days to arrange collection and return of the goods. The customer will be given the option to have the goods replaced with those ordered, though PhysioRoom.com will not be held responsible for any return shipment costs. Replacements will only be issued upon our receipt of the returned goods.

    3 – PhysioRoom.com is not obligated to accept goods for return due to customer ordering error or surplus stock etc. On occasion where PhysioRoom.com accepts such a return, it does so under the understanding that a 15% handling charge applies and that the customer is liable for carriage and freight charges. Under no circumstances will PhysioRoom.com accept any goods returned without its prior consent.

    4 – The customer understands that only unused and complete goods may be returned to PhysioRoom.com. Any goods returned must be undamaged and in their original packaging.

    5 – If the customer receives goods that have faults upon delivery, PhysioRoom.com must be contacted within 14 days to arrange collection and return. All goods must be returned in their original condition with a completed ‘returns card’, all packaging and documentation. If the product return is satisfactory PhysioRoom.com will provide the customer with a replacement product, to be dispatched upon receipt of the return.

    6 – If goods should develop faults within their assigned warranty period, the customer will be entitled to repair or replacement under the terms of the specified warranty.

    7 – Any goods damaged during transit, whereby the damage is apparent on the receipt of the delivery, must be made aware to PhysioRoom.com within 7 days to arrange collection and return. The goods must be returned with a completed ‘returns card’. A replacement product will then be dispatched upon receipt of the returned goods.

    8 – It is the customers statutory right to a ‘cooling off’ period beginning upon completion of the order and ending 5 days after the goods have been delivered. If the customer changes their mind about the goods within this period they must be returned to Trueshopping Ltd within 5 days of receipt accompanied by a ‘returns card’ containing all of the necessary information. Goods may only be returned should they adhere to the following conditions:

    • - Undamaged/unopened packaging
    • - Product is in original/saleable state
    • - No human/animal hairs
    • - No marks/stains
    • - No damp products/packaging
    • - Must include completed ‘returns card’



    9 - Should PhysioRoom.com consider the goods to be unsaleable (due to the above conditions) the right to refuse credit is reserved. PhysioRoom.com reserves the right to exercise discretion with respect to any returns under these Terms and Conditions due to the following factors:

    • - Any use or enjoyment you may have already had out the Goods
    • - Any characteristics of the Goods which may cause them to deteriorate or expire rapidly

    10 - The customer is required to provide a 3 day notification of any damaged goods, to enable PhysioRoom.com to advise carriers about the problem.

    11 - PhysioRoom.com reserves the right to refuse credit of any goods returned anonymously.

    What happens if my item is faulty, not what I ordered, or something is missing?

    Please contact our Customer Services department to speak with an advisor and arrange your return, details of which can be found on the Home Page of our PhysioRoom.com website.

  • Injury Advice

  • Injury A to Z
  • Injury By Sport
  • General Information

  • Do you have a showroom?

    We do not have the overheads of a showroom which allows us to sell our products to our customers at the lowest prices possible. We try to give detailed descriptions and as many dimensions as possible however, if there is any other information we can help you with please e-mail the details to our Customer Services team. We aim to answer all e-mailed enquiries within 24 hours of receipt.

  • Can I collect my order?

    No, we do not allow collections.

  • How are my details kept safe and secure?

    We use a server certificate (also known as a digital certificate) to assure you of our identity and secure sockets layer (SSL) to encrypt data transmissions of any sensitive data.

    If you want to check our certificate/security you can do so as follows:

    Check that your web browser is displaying this page as a secure Web page (where the web address begins with https:// - https://www.physioroom.com/help/index.php#security).

    Then click on the gold padlock that is usually located at the bottom right of your browser, or to the right of the web address box. This will display the details of this website's Digital ID.

    The security measures described above are just a part of the measures and procedures we use to ensure that your information is kept 100% safe and secure.

    You can view our certificate information by clicking the following link to Thawte

    Website secured by Thawte

    For additional tips and advice on how to shop safely online can be found at the UK government backed Consumer Direct Website.

  • Do you offer any coupons or vouchers?

    We do run marketing campaigns from time to time which will have voucher codes you can add at the checkout.

  • Can you send me a brochure?

    We do not have brochures as we are an internet based Company and everything we have available is listed on our website.

  • Still need help?