Latest updates
We are working hard to ensure you receive the best possible service. At this unprecedented time your order may unfortunately take longer than usual to reach you as our delivery partners experience delays. Once your order is out for delivery, our delivery partner will keep you updated on its progress, so keep an eye out for an email or text message. Please note that, at the present time, our delivery partner is taking steps to avoid contact when delivering to customers. If no safe place is available or a signature is required, they will knock on the door, place your delivery on your doorstep and step back. When you answer they will ask for your name to ensure a safe delivery, but will not ask you to sign using a handheld device.
Our Customer Service team are experiencing a high volume of calls and emails at this time and we’re asking our customers to please wait 10 working days from receiving confirmation of dispatch before contacting us with any delivery enquiries. Please be assured our team of customer advisors are working hard to answer all current queries and we thank you for your patience and understanding.
Service Levels
Our business is currently putting plans in place to ensure our services run as smoothly as possible over the coming weeks, with growing uncertainty over how COVID-19 (Coronavirus) may affect workforces across the country. We are also monitoring and following government guidelines regarding health and safety measures for our staff.
Although we are in regular dialogue with our suppliers and they are providing us with constant updates regarding stock levels, we do expect some disruption to our normal service due to fluctuating staff levels as people are advised to self-isolate. We also expect the COVID-19 virus to affect our supplier and courier staffing levels. We understand that our customers rely on our products for independent living and we will endeavour to keep you updated during these unprecedented and unpredictable times.
Customer Service Information
Under guidance from the UK Government, we are encouraging as many colleagues as possible to work from home to help prevent the spread of the COVID-19 virus – this includes our customer service team members. As a result, this may impact our telephone answering capability over the next few weeks so we’re advising all our customers to email us on [email protected] with any queries as this will be the most efficient way to reach us. Please note, as mentioned in our "Latest updates" section, you should only contact our Customer Services team with delivery enquiries after 10 working days of recieving your order dispatch confirmation email.
Delivery Times
We work very hard to deliver your order promptly and aim to dispatch all orders within 1 working days of receiving full payment for the goods.
Most orders are delivered by a tracked service and should reach you within 48 hours from time of despatch. However, orders for small, lightweight items and orders for very large heavy items will require a longer delivery time due to the alternate courier service used.
Unfortunately, delays do sometimes occur due to unforeseen circumstances, so if your parcel hasn't arrived within 10 working days from when you receive your order dispatch email, please contact [email protected] in the first instance.
For made to order items, or items not currently in stock, an approximate delivery lead time or expected delivery date will be provided when ordering. This is not a guaranteed delivery as, on rare occasions, there may be delays to us receiving the stock. In the event of a delay, we will update you as soon as possible on the expected delivery date.
Packing, Carriage & Handling Charges
For deliveries to UK addresses the delivery charges are as follows:
£4.49 per order for orders below £50, excluding VAT
FREE DELIVERY on orders £50 or more, excluding discounts and VAT
Please note higher delivery charges apply to Northern Ireland, Highlands and Islands. For these destinations the checkout process will calculate the cost after the delivery address has been confirmed, our customer services team will check these charges for large items and contact you if they differ from the calculated costs.
Next Day Delivery
If you require next day delivery, you can select this and apply it to your order during the checkout process. Please note, next day delivery is not available for certain postcodes and, if this is the case, you will not see the option at checkout. Next day delivery is charged at £5.95 for all orders.
Deliveries are made via a tracked service. In unforeseen circumstances, where the service provider is unable to deliver next day, we will refund your additional next day postage charge; this is calculated by the difference between our standard delivery charge (see above based on order value) and our next day delivery charge (£5.95).
White Glove Delivery Service
Products on our website which include White Glove Delivery are still available to order. We will ask customers to confirm if they are self-isolating or have tested positive for COVID-19 when arranging an appointment. For customers who are not self-isolating, not showing symptoms or have tested negative for COVID-19, an engineer will attend your agreed appointment whilst following social-distancing guidelines set out by the UK Government.
Out of Stock Items
Under normal circumstances, all goods on your order will be despatched in full. If, however, an item is out of stock we will advise via phone or email and endeavour to supply the item as soon as possible.
Most recently, due to the global COVID-19 (Coronavirus) pandemic, we have seen an unprecedented demand for our products, especially antibacterial products, including hand gels and hand wipes. This has unfortunately resulted in many of these items becoming out of stock within a very short time frame. We apologise for any inconvenience caused and are offering a full refund to those customers who we are unable to deliver orders to.
Non UK Deliveries
Currently, we cannot deliver to addresses outside the UK for orders placed on this website.
For international enquiries please contact our export department on +44(0)1530 232 292.
You can now recycle your old electricals with us
If you’re buying a new electrical item, we will recycle your old one for free.
Why recycle?
Unwanted electrical equipment is the UK’s fastest growing type of waste.
Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help
We are pleased to offer our customers the chance to recycle their old electrical items. If you have bought a new electrical item from us, you may send us your old one (please make sure it is the same type ie if you bought a telephone you must send us your old telephone). Just send the item, within 28 days of your new purchase to:
NRS Healthcare
330 Four Oaks Road
Walton Summit
Preston
PR5 8AP
Please note you will be liable for the postage costs to send to us.
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.
Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.
Battery recyling
Batteries should never be disposed of in general waste or recycling bins.
Please visit https://www.recyclenow.com/local-recycling to find a battery collection point near you that will accept your used batteries free of charge.
Your local authority should also be able to give you information on a recycling facility in your area that will take your used batteries.
We work with Biffa Waste Management to take back and recycle used batteries free of charge for recycling for customers within the UK.
If you wish to you can bring your used batteries to the Reception Area at our Distribution Warehouse at NRS Healthcare, 330 Four Oaks Road, Walton Summit, Preston, PR5 8AP.
Please don't return your used batteries to us by post.
