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Don't see your question here? Drop us a line!

  • How can I check the status of my order?
    You can check the status of your order by logging into your account and navigating to the "My Orders" section. Alternatively, you can use the tracking number provided in your shipping confirmation email to track your package.
  • Can I cancel or modify my order after it's been placed?
    We aim to process orders quickly. If you need to cancel or modify an order, please contact our customer support as soon as possible. We'll do our best to accommodate your request if the order hasn't shipped yet.
  • What can I do if my order is going to the wrong address?
    Please take extra care when entering your shipping instructions at checkout, once an order has been placed, there is only a brief window available for us to make address modifications. Regrettably, if your package has already been sent out, we cannot alter the shipping address. If you discover that you've provided an incorrect address, please get in touch with our team at "", sharing your order information and the accurate address details. We will make every effort to assist you to the best of our ability!
  • Where is my order confirmation?
    Once you have placed an order, you should receive an email confirmation sent to the email address provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that order was initially processed, and if you are still having problems please contact us at "". .
  • What should I do if my order is missing?
    If you are in the UK and have not received your order within the allotted delivery time frame, please contact our sales team within 21 days of the date on which you placed the order. After this time has elapsed, Orthostore reserves the right to decide whether to send our replacement item(s) for you.
  • What do I do if I've received the wrong item?
    While we strive diligently to prevent any errors in your order, there may be rare instances when you receive an incorrect item. In this case, kindly reach out to our Sales team. Share images of the incorrect item, and one of our team members will provide you with further assistance.
  • There's an item missing from my order, what should I do?
    If you receive your order and an item is missing, please check your emails or junk emails to see if you've received an out of stock notice from us. If you haven't received this, please contact our Sales team with your order details so we can resolve this for you.
  • How long will it take for my order to ship?
    Orders typically ship within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking details once your order is on its way.
  • Do you offer international shipping?
    No, we do not offer international shipping. Please check our shipping information page for details.
  • What delivery options do you offer?
    UK Delivery Next Working Day Delivery (if ordered beofre 3pm Monday-Friday, please note that if you order next day delivery on a Saturday or Sunday, this will be despatched on the following Monday) - £4.95 Please note: Our next working day service is available for UK mainland only. Working days do not include weekends or bank holidays.
  • What is your return policy?
    We have a hassle-free 28-day return policy. If you're not satisfied with your purchase, you can return it within 28 days of receiving it. Please visit our Shipping & Returns page for detailed instructions on how to initiate a return.
  • How long does it take to process a refund?
    Once we receive your refunded item, we will process your refund within 5-7 business days. The time it takes for the refund to appear in your account may vary depending on your payment method and financial institution.
  • Where should I send my return?
    You can send your retuen to the following address: Orthostore Ryefield Way, Silsden, West Yorkshire BD20 0EF United Kingdom We recommend using a delivery service which includes proof of delivery. Orthostore shall not accept any liability for any items that are lost during return shipping. Please make sure you follow our Returns and Shipping Policy for detailed instructions and any specific requirements for your return.
  • My package arrived damaged, what should I do?
    We're sorry to hear that! Please send a photo to our Sales Team at and include your order number so we can take a closer look and help with a solution.
  • What payment methods do you accept?
    We accept a variety of payment methods, including credit/debit cards, Apple Pay and other secure online payment options. You can view the available payment methods during the checkout process.
  • Is my payment information secure on your website?
    Yes, your payment information is secure. We use industry-standard encryption and security protocols to protect your personal and financial data. Your information is never shared or stored without your consent.
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