FAQ

It depends on the type of your payment method.

Credit Card & PayPal

When you place the order, we authorise the amount and after the order has left the warehouse, we collect the money.

As soon as the order leaves our warehouse, you will receive a shipping confirmation.

After receiving your order, we will send you a confirmation email with your order number. If you don't find an email in your inbox, please check your spam folder. If you use Gmail, please check your advertising folder. Please note that it may take some time before we send the confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email.

But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check the order number in "My Account > Orders".

If you have not received an email after approximately 5 min, please also check your spam folder.

If you have created a user account with us, you can check the order status after logging in under "My Account > Orders".

If you still cannot locate an order confirmation, please contact us.

Yes. We can send an itemised VAT invoice on request - just email orders@jointoperations.co.uk with your order number, or use the contact form.

We accept the following payment methods in our online shop:

Credit Card: You can pay with VISA or MasterCard - simply select credit card as the payment method during the order process. We guarantee the highest level of security with the latest encryption techniques, such as the Secure Socket Layer (SSL) and the 3D Secure procedure. All order and credit card data is only transmitted in encrypted form. Payment is only made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

PayPal: With PayPal, you can make cashless payments easily and securely. To use it, you create a PayPal account once by entering your bank or credit card details - so you don't have to re-enter them for every purchase. You then pay by entering your email address and a password and receive a payment confirmation by email - your order is then processed immediately. Payment is made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

Yes, your delivery address can be different from the billing address, please note our terms and conditions regarding the delivery region.

All you have to do is select a different address under "Change shipping address" when ordering or create a new address to be able to use it in the future.

Typically, you’ll receive the following emails in regards to your order:

• Order confirmation email to acknowledge we have successfully received your order
• Shipping email containing your Track & Trace code

If you have not received an email, please also check your spam folder.

In the event that you have not completed the payment process or the payment has not been successfully completed, you will also receive an email advising you of this. Please note that only orders with full payment will be processed for delivery.

Standard Delivery takes 3-4 working days and is free on orders over £95 (otherwise £6.99).

Need it sooner? Next Day Delivery (£9.99) is available when you order before 12:30pm Monday to Thursday.

Orders placed before 12:30pm on a working day are dispatched the same day. Deliveries are made on working days.

If you have registered for an account, you have two options to check the status:

• You can track your order by following the link in your delivery confirmation.
• Log in to your account by clicking on the person icon in the top right of the website header. Click on the corresponding order number in "Orders" to get details.

Please refer to the emails you received from us or contact customer service.

We always aim to deliver within the stated timescales (3-4 working days for Standard Delivery, next working day for Next Day Delivery), but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

• Your order was placed during a public holiday or a local public holiday.
• There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order - check your "Order history".

Please check you delivery status in your account.

Your order is being held by our couriers.

If a delivery has been attempted but unsuccessful, couriers such as Royal Mail may hold your parcel at the local delivery office for collection. They will do so for a period of time before returning your parcel to us. To see if your item is being held for collection, please check the tracking details on your order confirmation or the card left by the courier during the attempted delivery.

The Order has status ‘Cancelled’.

Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.

The Order stuck on status ‘In Progress’.

It can be that the product you ordered is out of stock. In that case please contact us via the contact form or via +44 (0) 1793 781987. We will cancel your order in this case.

The Order has status ‘Shipped’.

Your order has left our warehouse and is now in the hands of the carrier. Please see the according email for tracking code. You could also contact us.

The Order has status ‘Shipped’ and ‘Done’, but the package wasn’t delivered.

Please contact us via the contact form or via +44 (0) 1793 781987. We may have to request a proof of delivery.

You have 30 days from delivery to request a return or exchange. Simply use our returns portal - you'll just need your order number - and choose an exchange, store credit or refund.

1. Submit your request through the returns portal.
2. Print the order note generated by your request and include it inside the parcel.
3. Post the item back to us within 30 days of approval, using a tracked service of your choice.

Return postage is paid and arranged by the customer. We will email you once your return has been received and processed.

To be approved, returns must be:

• Requested within 30 days of delivery
• In their original packaging with labels attached
• Unused beyond normal inspection and fit for re-sale

Please note our VenoTrain range cannot be returned for hygiene reasons, and shipping charges are non-refundable. Full details are in our returns policy.

Once your parcel arrives at our warehouse, we usually inspect and process it within two working days. During busy periods it can take a little longer.

Once your return has been received and inspected, we issue whichever you requested: an exchange, store credit or a refund to your original payment method. If you think something is holding it up, email orders@jointoperations.co.uk with your order number.

The returns portal only accepts requests within 30 days of delivery. Outside that window, email orders@jointoperations.co.uk and our team will see what we can do.

Sorry about that. Contact us by phone on +44 (0) 1793 781987, via the contact form or at orders@jointoperations.co.uk and we'll arrange the return and get the right product to you.

Your purchase is backed by our 12-month guarantee. If a product develops a fault, email orders@jointoperations.co.uk with your order number and photos, and our quality team will inspect it. We replace or refund products with manufacturing defects.

We cannot cover damage from misuse, negligence or normal wear and tear, and products must have been bought from our online shop. See the Terms & Conditions for details.

It depends which type of voucher you used.

If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it. It can also be replaced if your order got cancelled, or if you cancelled the order yourself.

If you used a voucher that gave you a monetary discount (e.g. £10) the voucher can be replaced if you return the full order, if your order got cancelled, or if you cancelled the order yourself. If you return part of the order, you will receive a refund for the amount applied to that part of the order. The invoice gives you a comprehensive breakdown of the split of discount across products.

Unfortunately it is not possible to reactivate redeemed vouchers. Please contact us by phone +44 (0) 1793 781987 or contact form to request a replacement voucher. If you plan to make a return, please do so prior to requesting your replacement voucher.

With a voucher, you're able to get a discount when you purchase products through our online store. Here's how to claim your discount:

1. Pick a product (one that's applicable for a voucher discount) from our online store.
2. Go to your shopping cart or checkout page, enter code in "discount code" field.
3. Click "apply". Discount will be applied to qualified items.

Keep in mind the voucher ...

• ... is only valid for a limited time.
• ... may not be applicable to all products.
• ... cannot be applied after you've placed an order.
• ... cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

You can find the Terms and Conditions related to voucher usage stated on the bottom of your email, or on the voucher.