Customer Services

Orthotix is proud of its unrivalled customer service and as such we strive to offer consistent, competent and friendly support to all of our customers.

We hope to build loyal and long lasting relationships with our customers, so that we can continue to support your wellbeing.

Our award winning Customer Service team are waiting to assist you with any of your product related queries, so please contact us: Monday to Friday, 9am – 5pm.

Outside of these working hours if you leave a voicemail or email us your enquiry, a member of the team will get back to you as soon as possible.

Get In Touch

T: +44 (0)29 2037 0696
F: +44 (0)29 2037 0697
E: [email protected]

Use the form below to send us a message

Delivery & Dispatch

UK Delivery & Dispatch

Method of dispatch

Your order will be dispatched by the most economical means available, with regard to weight / volume and the degree of urgency.

Options are:

  • 2 – 3 working days (Standard Free Delivery)
  • Next working day (Unspecified Time)
  • Next working day before 12 noon
  • Saturday Delivery
  • Alternatively collection can be arranged from our Cardiff premises

Special custom products

Through our own manufacturing facility we have the expertise and resources to meet your requirements for one-off custom designs and adaptations of existing products. Our online shop illustrates our ready-made products, so if you can’t find what you require, and you think you may need a bespoke item, please call us to discuss how we may help you.

Incorrect delivery

On receipt of the goods the customer is requested to check the consignment. In the unlikely event that the type or quantity of goods is incorrect then you are required to notify our Customer Services team within 14 days of the date of delivery. After this point Orthotix cannot accept responsibility for an alleged incorrect delivery.

Return of goods policy

Authorisation must be issued by Orthotix prior to goods being returned. Please contact Customer Services within 14 days for a returns reference number. Please fill in the pre-paid returns label which was sent with your original order. An online returns form is also available from our download section. Soiled, custom manufactured, modified or obsolete goods, or goods delivered more than three months previously may not be returned.

Goods accepted for return must be in resalable condition, guaranteed infection free and in the original packaging. We reserve the right to process any returns that have not followed this procedure or met the terms and conditions stipulated.

International Delivery & Dispatch

Method of dispatch

Your order will be dispatched by the most economical means available, with regard to weight / volume and the degree of urgency.

Options are:

  • DHL Express
  • DHL Economy Select (Europe Only)
  • Deutsche Post

The costs of these delivery options will be calculated upon check out.

Duty & Taxes

To be paid by customer if applicable upon arrival of delivery.

Return of goods policy

Authorisation must be issued by Orthotix prior to goods being returned. You can return item/s to us within 14 days of receipt, providing they are in original resalable condition. You will be responsible for the post cost of shipping back to us. Once returned you will be entitled to receive a refund which will not include the cost of the postage and packaging. Please email [email protected]

We are not able to refund or exchange any items that appear to be worn, washed or are not in original condition. We ultimately reserve the right to refuse a return if we deem it to be in an unsuitable condition.

We will only refund original shipping costs in the event of an error or faulty product but we will not refund your original shipping costs if you are returning item/s for other reasons; such as an item not fitting. This does not affect your statutory rights.

If you have a faulty item, or if there has been an error with your order please email us at [email protected] before making your return. We will then advise you on what to do next.

Incorrect delivery

On receipt of the goods the customer is requested to check the consignment. In the unlikely event that the type or quantity of goods is incorrect then you are required to notify our Customer Services team at [email protected] within 14 days of the date of delivery. After this point Orthotix cannot accept responsibility for an alleged incorrect delivery.

Terms Of Use

Terms and conditions of sale
Our full terms and conditions of sale are available upon request.
Single patient use
It is a condition of sale that any orthopaedic product purchased from Orthotix is restricted to ‘Single Use Only’ by the original patient/customer. This is to protect the care provider and the patient against potentially adverse consequences of infectious disease transmission or material instability resulting from previous use by the original wearer. Any expressed or implied warranties are voided if the orthosis is re-used for another patient.

Any orthosis purchased from Orthotix and fitted by anyone other than a qualified healthcare professional does so at their own risk. Orthotix is not liable for any damages incurred through an ill-fitted or inappropriate product. If in doubt you should contact a suitable professional for further advice.

Ask The Expert

If you have any technical or medical enquiries relating to any of our products, send us a message and one of our senior Healthcare Professionals below will contact you with a response as soon as their clinical workload allows.

Tom Cooper BSc (Hons) MChS

Consultant MSK Podiatrist

Background

Tom has over 10 years of experience as a Podiatrist specialising in biomechanical assessment of the lower limb and all aspects of Podiatry services.

He is currently the official Podiatrist to the Welsh Rugby Union, Cardiff City Football Club, Welsh Athletics and Disability Sport Wales.

Stuart Rees BSc (Hons) MBAPO

Consultant Orthotist

Background

Stuart has been a practising Orthotist for over a decade, prescribing and fitting bespoke and ready-made orthoses to NHS patients across the UK.

He is currently a clinical specialist in paediatric, general orthopaedic, diabetic and rheumatology.