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Helpdesk

Delivery Faq's

When will I recieve my order?

 

Delivery times are dependent on the delivery service you selected and where the goods are being delivered to. More information can be found in our Delivery policy.

 

If you require further assistance please Contact Us and a member of our team will be happy to help.

 

My Order has been despatched.  How can I track it?

 

Tracking is only available on some delivery services.

 

For delivery services where tracking is available, you will have received this information in an email from us when your goods were dispatched from our warehouse.  If you have not received this email please check your spam/junk folder first.  If you cannot find this information and need further assistance please Contact Us

 

Order Faq's

Do you accept official NHS Purchase Orders?


We are pleased to be able to accept official NHS Purchase Orders.

Please send your order to info@dsmedical.co.uk for processing.  Please note our standard delivery charge for official NHS purchase orders to UK Mainland addresses is £8.95 (exc. VAT) and a minimum net purchase order value of £20 applies.  Orders to non UK Mainland addresses may be subject to different shipping charges and delivery time frames.

 

Please provide a contact email address and telephone number with your purchase order so we can contact you if needed.

 

Can I place an order with you for delivery outside of the UK?


We are usually able to ship items to the EU, USA, Australia, and beyond.  Some products are limited by distributor rights.  Please get in touch so we can help you with any specific requirements you may have.

 
I would like to order some bespoke items - is this possible?


We welcome contact from customers who have bespoke requirements for items like equipment response bags and reflective badges.  Please be aware that minimum order quantities (MOQ) exist for these items as follows:

 

Equipment response bags - MOQ 25 units
Reflective badges - MOQ 15 units
Epaulettes - MOQ 25 units (sold as pairs)
Reflective univisors - MOQ 25 units

Please Contact Us or via info@dsmedical.co.uk to discuss your specific requirements.

 

How do I return something?


Please view our Returns policy for full information on how to return an item to us.

 

If you need further assistance please Contact Us and a member of our team will be happy to assist you.

 

Do you offer a gift wrapping service?


Unfortunately, we do not currently offer a gift wrapping service.  However, you are able to purchase gift vouchers from our website if you prefer.

General Faq's

Does DS Medical sell medicines?


Unfortunately due to licensing restrictions, we do not sell Prescription Only Medicines (POMs), Over The Counter (OTC) medicines like Paracetamol, Controlled Drugs (CDs) or other commonly used drugs in pre-hospital care, this includes saline infusions and flushes.  You will not find these products on our website.  We suggest you make contact with your local pharmacy to see if they can assist you with the supply of such items.

 

I'm not a healthcare professional (e.g., Doctor, Nurse, Paramedic) - can I still order from your website?


Yes.  Most items on our website are available to all our customers.  However some items are restricted.  These include products that show protected titles like Doctor, Nurse and Paramedic. Some items are also age restricted products.  All restricted items on our website are clearly identified.

 

I am registered disabled - can I claim VAT exemption for my orders?


This depends on what products you wish to purchase.  The product must be specifically manufactured or designed for the purpose of supporting a person with a registered disability.  For example, a wheelchair or a hearing aid device.  The exemption does not apply to products that are manufactured for general use and without the specific purpose of supporting a person with a disability.  Examples of non-exempt products would include items like vomit bowls, dressings and plasters.

 

I am placing an order for an organisation that is VAT exempt. Can I order via your website?


Unfortunately, it is currently not possible to place an order online without being required to pay VAT at the UK prevailing rate.

If you believe you or your organisation can purchase from us VAT exempt, please Contact Us and a member of our team will be happy to advise you further.

 

Why do I need to provide my professional registration details when ordering some products?


A number of products we sell on our website feature the use of protected titles like Doctor, Nurse, Paramedic, etc.  We are committed to ensuring that such products are only made available to those who are legally entitled to use such titles.

Therefore if you are purchasing a 'restricted' product you will need to upload a copy of your current registration certificate/register entry.  Without this information we will not be able to complete your order and this will cause a delay in processing it.

We can accept a high resolution photograph or scanned copy of your registration document.  Our ordering system supports the uploading of a range of file types to support this including JPG and PDF.  We will cannot accept zipped files or spreadsheets for security reasons.

If for some reason you are unable to provide us with this information at the point of order, please Contact Us

 

Why do I need to provide copies of certificates when ordering some products?


A number of products we sell are related to qualifications issued by awarding bodies who have strict guidelines on the provision of materials bearing the name, logo or qualification titles.

As a committed business we have a duty to ensure that products subject to these guidelines are only sold to holders of the relevant qualifications.  Therefore, if you are looking to purchase such items you will need to upload copy of your current qualification.  Products that require such proof are highlight on the relevant product page.

 

We can accept a high resolution photograph or scanned copy of your registration document.  Our ordering system supports the uploading of a range of file types to support this including JPG and PDF.  We will cannot accept zipped files or spreadsheets for security reasons.

 

If for some reason you are unable to provide us with this information at the point of order, please Contact Us

 

Why do I need to provide proof of my age and ID to order some products?


We sell a range of products that are subject to UK laws on the sale of knives and other bladed items.  It is an offence for us to sell these products to any person under the age of 18.

 

We are committed to ensuring we comply with all UK laws and therefore require proof of ID, age, and address at the point of order.  

 

We will only accept the following means of proof:

Valid passport or national ID card
Valid EU driving licence
We reserve the right to refuse the sale of restricted items to anyone who does not satisfy these requirements and we will maintain a record of such refusals.

We will accept a high resolution photograph or scanned copy of your document(s).  Our ordering system supports the uploading of a range of file types to support this.

If for some reason you are unable to provide us with this information at the point of order, please Contact Us

 

I can't find the answer to my problem here - how can I get further help?


We are sorry you could not find the answer you needed here in our help section.  Don't worry, there are a number of ways you can get in touch with us so we can help you.

Email us using info@dsmedical.co.uk
Use our Contact Us form
If you are emailing us, by providing us with clear information about your enquiry we will be better able to assist you.  It is always worth providing us with a contact telephone number and remember to check your spam/junk email folder in case our response has been filtered by your email provider.

We look forward to assisting you further if you need it.

 

What are the legal details for your company?


We are Data (Southern) Enterprises Ltd, trading as DS Medical.

 

Our operating and registered company address is:

DS Medical
Eagle Building, E2
Daedalus Park
Daedalus Drive
Lee-on-the-Solent
Hampshire
PO13 9FX

Company Registration:  1461925 (England and Wales)

VAT Number:  GB339 0154 68