DELIVERY
You will get a free delivery for orders above £45. Standard delivery is £5.
Your products will be shipped by DPD.
Orders placed before 12.00 pm will be delivered within 3 working days (UK delivery only) .
If you are registered on id-direct, you can login and check the tracking number under "My Account". Or you can use the tracking number you received by email and check on DPD website. At any point in time if you have any questions, please don't hesitate to call us on 0800 389 6185 or send an email to shopUK@ontexglobal.com
Within 14 days after the delivery you can return the goods if the bags are not opened or damaged. Contact our Help Desk by email at shopUK@ontexglobal.com or by calling us on 0800 389 6185 mentioning your order details (number, products and quantity). We will process your request according to your specific needs and we will give you all details on how to prepare the goods to be picked-up by the courier. You only have to pay for the costs for returning the goods, amounting £12: this will be dedicuted from your refund.
A refund will be processed following inspection on return to our warehouse, this will be within 30 days.
If this should happen, please contact us either by email shopUK@ontexglobal.com or by calling us on 0800 389 6185 so we can help resolve this as soon as possible.
Usually, when an order is picked by the warehouse for the delivery we cannot change the address. Contact our Help Desk shopUK@ontexglobal.com or call us on 0800 389 6185 to discuss this (depending on the status of your order this may not always be possible)
ORDER & OFFERS
We take data security very seriously: we use the most updated technology to protect our website and to keep your data safe. We don't store credit card details and your personal data are not shared with any 3rd parties.
You can choose to pay with debit card or credit card. We will not charge your card until we ship your order.
Yes, you can call one of our Product Advisors on 0800 389 6185 to place your order, we are open from Mon – Fri from 08:30am – 5pm.
If you have a discount code you can apply this in the dedicated field in the basket at checkout and click on the button "update basket" to apply it. If you are purchasing over the phone, please inform our Product Advisors of the promo code, they will apply it for you.
Unfortunately, once the order is confirmed the discount cannot be applied.
If you already confirmed your order and you want to change something, we suggest to contact our Help Desk to understand if you are still in time to delete it and place a new one. Take into consideration that if the order has already been shipped, we are unable to change it but we can agree for a return and a new order.
Of course you can, id-direct you can send you a free sample so you can be assured of our product quality, discreetness and performance before placing an order.
We suggest you to subscribe to our Newsletter so you can receive useful tips and offers.
PRODUCTS
Click on this link : https://bit.ly/FittingGuides to access the fitting guides of our iD product range.
You can access all our application videos on our YouTube channel .
- Storage areas should be dry.
Clients in the community sometimes store pads in bathrooms, the pads are in plastic bags but they are not completely sealed so if there is high humidity this will be taken up by the pad.
- Storage areas should be clean.
Pads are not sterile but are used in intimate contact with the body so there should be no possibility of them becoming unclean or contaminated etc.
- Large quantities should be stored in the cartons that they are supplied in.
It's ok to stack these as long as they do not start to collapse or crush the boxes which could damage the pads.
- Smaller quantities of pads should be stored in their packets and only removed when needed.
- Its good practice to rotate stock.
Pads are not "perishable" and do not have a shelf life but if left for long periods, for example over 18 months the performance of the product will deteriorate.
- Storage of pads out of the packet should be kept to a minimum
For example a 24 hour supply of product in a patient’s locker is ok but emptying full packets is not.
ACCOUNT
You can create your personal account on id-direct. Click on the link www.id-direct.com/ukb2c/en/login.html and go for the "New Account". Fill all the required fields and submit your registration. You will receive an email with a link you have to click within the 24hrs to confirm the registration.
If you have an account, you can always login and change your data under "My Account" page.
If you don't remember your password or if you forgot it, dont worry! You can request a new one by clicking on 'Forgot your password' in the login page.
To delete an account, please contact our Help Desk who will take care of your request.
If you have any more questions, please feel free to call us on 0800 389 6185 or send an email to shopUK@ontexglobal.com.