Placing an order with Orthotix is quick and easy:

1. Browse our online store and select the product(s) you’d like to purchase.
2. Choose your size, quantity, and click Add to Basket.
3. When you’re ready, go to your basket and select Checkout.
4. Enter your delivery and payment details, then confirm your order.
5. Once complete, you’ll receive an email confirmation with your order details.

If you need assistance at any point, our customer service team will be happy to help.

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Klarna.

We aim to process orders quickly, so please contact us as soon as possible if you need to make changes or cancel.

1. If your order hasn’t been dispatched yet, we’ll do our best to update or cancel it.
2. If your order has already been shipped, you can still return it in line with our Returns Policy.

To request a change or cancellation, please get in touch with our customer support team quoting your order number.

United Kingdom

DPD Next Working Day Delivery – £9.95

Free Standard Delivery – on orders up to 5kg

Royal Mail Tracked 24hr – Free on orders over £20

Europe

We deliver across Europe using Deutsche Post Packet Tracked. Prices depend on weight and destination:

• Germany (Zone 0) – from £7.06
• Austria, Belgium, France & more (Zone 1) – from £8.63
• Bulgaria, Croatia, Cyprus & more (Zone 2) – from £8.76
• Denmark, Finland, Ireland & more (Zone 3) – from £9.41
• Norway, Switzerland, Iceland (Zone 4) – from £10.68

DPD Next Working Day: 1 working day

Free Standard Delivery:2-4 working days

Royal Mail Tracked 24hr: 1 working day (from dispatch)

International

Zone 0: 3-6 working days

Zone 1: 3-7 working days

Zone 2: 5–10 working days

Zone 3: 3–6 working days

Zone 4: 4–8 working days

Zone 6: 6-10 working days

Zone 7: 6-10 working days

Zone 8: 7-12 working days

Zone 9: 7-14 working days

We also ship worldwide. Delivery times vary depending on location, and prices depend on parcel weight:

• United States (Zone 6) – from £11.10
• Canada & Japan (Zone 7) – from £11.97
• Australia & New Zealand (Zone 8) – from £12.82
• Asia-Pacific (Zone 9 – incl. Hong Kong, Malaysia, Singapore, Thailand & more) – from £12.75

Track order here. Once your purchase is confirmed, enter your order number into the portal and you will be navigated as to how to track your order.

Orthotix offers returns on most items within 30 days of receipt of delivery.

• Items must be unused, undamaged, and in their original packaging.
• We reserve the right not to process any returns that do not follow this procedure or fail to meet our terms and conditions.
• Please note that soiled, custom-manufactured, modified, obsolete goods, or goods returned after 30 days are not eligible for return.

•  Scan the QR code on your invoice (included with your purchase) and follow the Royal Mail instructions to create your return.
• If you cannot scan the QR code, please contact us by phone (02920 370696) or email (enquiries@orthotix.co.uk) with your order number, name, and shipping address.
• Include your completed returns form with the item to help us process your return as quickly as possible.
• If you no longer have the original form, you can download a replacement here. https://www.orthotix.co.uk/wp-content/uploads/2019/05/Online_Returns_Form.pdf

• Once your return has been received and checked, we aim to process refunds within 5–7 working days.
• Refunds are issued to your original payment method.
• Depending on your bank or payment provider, it may take slightly longer for the funds to show in your account.

Most of our products include a size guide on the product page to help you measure correctly before ordering. Please follow the measuring instructions carefully to ensure the best fit.

• If you’re between sizes, we generally recommend choosing the larger size for comfort.
• If you’re unsure, our customer service team is happy to advise - just provide your measurements and the product you’re interested in.

Yes. The majority of our products are CE marked and comply with relevant medical device regulations. This means they meet the necessary health, safety, and performance standards for use. Where applicable, product pages will state whether an item is medically approved.

In most cases, our supports and orthotic devices can be used alongside other medical equipment (such as walking aids, splints, or braces). However:

• Always follow the advice of your healthcare professional if you’ve been prescribed specific equipment.
• If you’re unsure about compatibility, we recommend speaking with your GP, physiotherapist, or orthotist before use.

To keep your orthotic products in the best condition:

• Hand wash with mild soap and lukewarm water (unless otherwise stated).
• Air dry only - do not tumble dry, place on radiators, or use direct heat.
• Avoid using harsh detergents, bleach, or fabric softeners.
• Regularly check for signs of wear and tear and replace if necessary.

Each product comes with a care label or leaflet that provides detailed instructions.

• You can also find care guidance on individual product pages on our website.
• If you’ve misplaced your leaflet, please contact our customer service team and we’ll be happy to provide the information.

Product lifespan depends on how often it’s used, the type of activity, and how well it’s maintained.

• With regular use and proper care, most products will last several months to a year.
• Heavily used or specialist items (e.g., sports supports) may wear out sooner.
• We recommend inspecting your product regularly and replacing it when it no longer provides the required support.

No - most of our products are available to purchase without a prescription. They are designed to provide support, comfort, or aid recovery for a wide range of conditions.

• Some specialist medical devices may only be supplied to trade customers, but this will be clearly stated on the product page.

While many of our products can be self-selected, we always recommend consulting a healthcare professional (such as a GP, physiotherapist, or orthotist) if:

• You are unsure which product is right for your condition.
• You have been prescribed specific equipment in the past.
• You experience pain, discomfort, or worsening symptoms while using a product.

Yes - many of our products are suitable for both children and elderly users.

• Children: We advise seeking professional advice to ensure the correct size and type of support is chosen, as children’s needs can vary greatly.
• Elderly users: Many of our products are designed to assist with mobility, stability, and comfort. If there are pre-existing medical conditions, we recommend checking with a healthcare provider before use.

No — you can check out as a guest if you prefer. However, creating a store account has advantages:

• Faster checkout on future orders
• Easy access to your order history and tracking updates
• Simplified returns and exchanges management

Our store uses secure one-time codes instead of passwords. To log in:

1. Go to the Login page.
2. Enter your registered email address.
3. We’ll send a unique login code to your inbox.
4. Enter the code on the login screen to access your account.

If you don’t see the code within a few minutes, please check your spam/junk folder or contact our support team for assistance.

Yes. We take your privacy and security seriously.

• All personal information is handled in line with our Privacy Policy and GDPR regulations.
• Payments are processed securely, and we never store your full card details.
• Our website uses encryption and secure technology to keep your data safe.

You can reach our friendly customer service team in the following ways:

• Phone: 02920 370696
• Email: enquiries@orthotix.co.uk
• Contact Form: Available on our website under Contact Us

We aim to respond to all enquiries as quickly as possible.

Our customer service team is available:

• Monday to Friday: 9:00am – 5:00pm
• Weekends & Bank Holidays: Closed

If you contact us outside these hours, we’ll respond on the next working day.

Our Help Centre covers everything from ordering and delivery to returns, product information, and account security. For more in-depth information, you can:

• Visit our FAQs section online
• Check individual product pages for sizing and care instructions
• Download user guides or returns forms directly from our website

If you still can’t find what you’re looking for, please get in touch - we’re happy to help.