Frequently Asked Questions

Why has my item not arrived yet?

Most orders take 3-4 working days and are sent via Royal Mail post. If you have paid for courier delivery, please check that the courier hasn’t left you a non-delivery card. In addition, non-stock items, such as some colours, will take longer to arrive – the product page advises which options take longer to arrive. 

My item is showing as “not shipped” on your website?

All stock orders received before 2pm are dispatched the same day. Orders received after 2pm are shipped the next working day. Some colours can take 10-15 working days, as indicated on the product pages. 

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What are my delivery options?

During checkout you can choose your preferred delivery option. We offer free delivery with Royal Mail which takes approximately 3-4 working days. Or you can choose next working day courier delivery for £8.98. Please note, Saturdays, Sundays, Bank Holidays, and the day following a Bank Holiday are not included.  Please also note that couriers do not offer next working day deliveries for non-mainland UK addresses. Also please be aware that some products have a longer delivery time in general, which is stated on the product page.

How can I check my delivery status?                                                                                                                                                                                                                           

You can check your delivery status through the tracking number given to you on the shipping confirmation. Keep in mind that, it can sometimes take up to two days after shipping for the tracking to update.

What is your return policy?

You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire 14 days after you acquire, or a third party indicated by you acquired the goods. To exercise the right to cancel just email us on enquiries@mediuk.co.uk or call us via 01432 373500 and give your order number for reference. We will give you a full refund including delivery charges (if you chose the cheapest standard option offered by us). It is important to mention that our compression and orthopaedic products are hygiene articles, we may make a 100% deduction from the reimbursement for loss in value of any goods supplied, if the products have been used. The items must be returned in their original packaging. More information 

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When will I get my refund?

We will make the reimbursement no later than either 14 days after the day we receive back from you any goods supplied or, 14 days after the day you provide evidence that you have returned the goods. 

What do I have to do if I want to exchange a product?

If your product is possible to be exchanged, contact us on enquiries@mediuk.co.uk or via 01432 373500 within 14 days after your goods have been delivered and we will be more than happy to assist you on your exchange. However, keep in mind some products are not available for exchange. 

What should I do if I received the wrong product?

Contact us as soon as possible on enquiries@mediuk.co.uk or via 01432 373500 and we will be more than happy to assist you on your request to return or replace your product as soon as possible.  

What is the warranty on my item(s)?

As our goal is for every customer to be 100% satisfied with their product, if any goods develop faults within their warranty period, you are entitled to a repair or replacement under the terms of that warranty. If noticed that the product was not properly cared for, we can deny the warranty.

I cannot add the item to the basket – the “Add to Basket” box is greyed out?

Make sure you have selected all the of options, for example, size, class, colour, length, topband, etc.   

The product I want to purchase says “not available online”?

Some products are made-to measure or only available via a specialist clinic, so in those cases, they need to be fitted and measured by a specialist clinician in order to be purchased.  

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Where can I see my order history?

You can see your order history on your account on “order history”. (Put this on first place)  

Will I receive a confirmation email after purchasing?

Yes, after every purchase you should receive an email confirming your purchase. If you have not received one in 10 minutes, please check if you typed your email correctly and if the email is not in your inbox, check your spam/junk folder.  

How do I work out what size I need/How do I measure myself?

Each product page has a size chart. Either select “More information” or “find your size” next to the sizes. There is also a size chart tab further down the product page. There you can find the different lengths and variants. For example, to make a thigh stocking, numerous specific measuring points are used to determine the leg circumferences. These can then be checked against the size chart to determine the appropriate size. 

Which stocking compression class should I wear?

We offer two compression standards – British Standard (BS) and RAL Standard. Duomed soft stockings are BS and mediven is RAL. Your clinician will advise you as to what compression you should wear. 

Why do my stockings feel too tight?

Compression stockings should feel snug but not uncomfortably tight. Check that you have the correct size for your measurements and if in doubt consult your clinician. 

What should I do if my voucher code doesn’t appear to be working?

We recommend that you copy and paste your voucher code into the voucher box. If, for some reason, it is still not working, please check that the voucher is still valid and that it applies to the product you have chosen.  

Where do I redeem my voucher?    

You can redeem your voucher on the shopping cart page, and also on the last step of the checkout process.

What happens if I return or cancel my order?                                                                                                                                                                                                          

As we cannot get your voucher back, you will need to contact us at enquiries@mediuk.co.uk and we will be happy to assist you in finding a way to get your money back to you.

My stocking or soft support topband is not staying in place?
Ensure you have ordered the correct size for your measurements. This is very important. Also ensure you wash any residue, such as moisturiser or washing powder, off your topband. 

What’s the easiest way to apply my compression stockings?
We have a range of donning and doffing accessories available on our web shop to assist with stocking application. 

My stockings have laddered or are faulty?
We advise the use of rubber gloves when applying to prevent damage. We also recommend that you remove all jewelry until you get them on and that your toe nails aren’t too long. However, if you think this is a manufacturing fault please contact us.

My clinician has prescribed me class 2 (or class 3) stockings, should I wear Travel socks to fly?
You should wear the stockings prescribed by your clinician.

Why are Duomed Soft much cheaper than mediven hosiery?
Duomed Soft is a British Standard compression class hosiery which is a gentler fabric. mediven hosiery is RAL compression which is has a stronger range of compression offering firmer support. Duomed soft has a 3-month warranty and mediven has a 6-month warranty.

How should I care for my orthopedic and compression products? (Can I wash my product, Can I iron my product?)

How long will it last?

Can I wear your products for sports?

Can I wear orthopedic and compression products overnight?

What are the benefits of compression wear?  

Can I wear compression wear during pregnancy?

How long do I wear my brace or support?

Can I go swimming with a brace or bandage?

What should I do in case of hot weather and/or sweating?

What should I do if my brace slips?

If I need replacements for my brace/support, can I get them?

What are the different compression levels and what differentiates them?

What if my brace/support gets faulty?