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Shipping & returns
Shipping & Delivery
Orders placed before 2pm Monday - Friday (excluding Bank Holidays) are shipped same day by the chosen delivery method.
Free delivery is offered on all UK orders by Royal Mail 1st class post. We also provide alternative delivery options for those wanting a different service, as well as catering for many overseas destinations.
UK Services
Royal Mail 1st Class - FREE (1-2 working days)
Royal Mail 2nd Class - FREE (3 working days)
Royal Mail 2nd Class Recorded £1.75 (3 working days)
Royal Mail 1st Class Recorded - £2.26 (1-2 working days)
Royal Mail 1st Class Tracked - £4.96 (1-2 working days)
Royal Mail UK Special Delivery - £8.95 (next working day)
UK Courier - £6.95 (1 working day)
The delivery times provided during checkout are estimates as most delivery service times are not guaranteed by the mail provider. Unfortunately despite our best efforts we cannot control delivery times once an order has been shipped.
Your satisfaction is paramount and as such we are here to help with any delivery issues you encounter. You can be assured we will always work to resolve delivery issues promptly and with as little inconvenience to you as possible. Please order with peace of mind that we will do whatever it takes to ensure you get your order quickly and efficiently. If you ever have any concerns or questions then please contact us and we will be happy to help you.
Overseas Delivery
Unfortunately we have had to tempoaraily suspend overseas deliveries due to the current cyber issues impacting Royal Mail - https://personal.help.royalmail.com/app/answers/detail/a_id/12556. Apologies for any inconvenience!
Returns
To return an item(s) please login to your account and navigate to 'Your Account Page > Orders'. Click the Return Item(s) button beside the complete order that is to be returned.
The Return Item(s) from Order # is displayed from which you should complete the following:
- Quantity to return - dropdown list allows selecting the number of items to be returned.
- Return Reason - dropdown list allows selecting the reason for requesting a return.
- Return Action - dropdown list allows selecting the required return action to take. For example, exchange or refund
- Condition of product - dropdown list to select condition of item
After completing the return request form you will be sent an email giving instructions on how to return your item(s). The email will include details of your order number, your RMA (returns authorisation) number and how to create a free tracked Royal Mail return label.If you do not receive this email please check your SPAM/Junk folder. Failing that you can get the RMA number from the 'Return Request' section of your online account.
You can return your item by creating a returns label on the Royal Mail website here - https://www.royalmail.com/track-my-return/pick-a-retailer. Search for retailer 'Troo Health Care Ltd' and input the details for your return into the form. You will need your RMA number and your order number. A prepaid return label will be generated and you can send your item(s) back to us at your post office by free tracked mail.
Once your return is received we will strive to process it within 24 hours.
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