FAQ (Frequently Asked Questions)

This is our FAQ page. We do try and keep updated on a regular basis. As always we are more than happy to help. If your question is not answered here please email us on info@1stmobilityltd.com

Q. FAQ: How do I order?

This is a really common FAQ. We appreciate that online shopping can be daunting and there is the perception that making an online purchase is fraught with danger. We are here to help and reassure. Please visit our blog post on how to order with us or alternatively follow the instructions below: 

  • Browse or search our website then click the “Add to Basket” button to buy the products you want. When you’ve finished shopping, click the “Proceed to Checkout” button on the basket page. As you go through the checkout process, you can then pay immediately (and in total security) on-line using your debit/credit card or by Paypal.

Q. How can I pay for my products?

You can pay for your items with most major credit/debit cards or by Paypal.

By cheque or postal order:

On some occassions we also accept payment by cheque or postal order. Please telephone 07706 096479  for more information on how to request an order form so you can enclose your cheque or postal order to our free post address. We do not accept cash.

Q. What is the Credit Card Security Code/Card Verification Value (CVV)?

This FAQ refers to the unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn’t contained in the magnetic strip information, it doesn’t get printed on sales receipts, so it’s difficult for anyone other than the genuine cardholder to know it.

It’s sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can’t be fully processed without a valid Security Code. Once your order has been processed, your Security Code won’t be held on file.

Q. How do I add to my order once I have submitted it?

A. Unfortunately, you can’t add to your order once it has been placed. This is because orders are normally processed immediately after they’ve been placed and your order will have already been sent to the warehouse to be packed. If you do need to order additional items you will need to place a new order. If you contact us before we dispatch the order we can then send it as one package and thus saving on the postage fee.

Q. How do I Cancel an order?

A. For all goods ordered from our website, If you change your mind about an order and want to cancel it, you can do so within 14 days of receipt of your goods. However, once your order has been sent to the warehouse to be packed, then we can’t always stop your order from being delivered.

In both cases, once you receive the order, please contact us so we can help you with the return of goods.

FAQ: questions on delivery charges and methods

Q. What are your delivery charges?

A. Normal delivery and packaging charges are £3.95 for all UK destinations. There is an additional £10 charge for heavy goods such as mattresses etc. This FAQ is also discussed on our delivery page

Q. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?

A. No – if something’s out of stock, we won’t charge you any extra to deliver it when it comes back into stock.

Q. How long is delivery time?

A. We work very hard to deliver your order promptly and aim to send out all orders within 48 hours of dispatch. Your parcel will normally be sent out by either first class mail or by courier, and so should reach you within the 48 hours of dispatch. However delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn’t arrived within 10 working days, please contact us.

Q. Can I specify a day or time for delivery?

A. For this FAQ we regret we cannot always specify exact date or time of delivery.

Q. Where does 1stMobility deliver to?

A. For orders purchased online at 1stMobilityltd.com we deliver to addresses within the United Kingdom (meaning England, Northern Ireland, Scotland and Wales) but we currently do not accept orders for countries outside of the UK (including the Channel Islands and Eire). For deliveries outside the UK, please contact email the team for more information

Q. Can I send my item to an alternative delivery address?

A. Yes. If you’re ordering on 1stMobilityltd.com, you have the option to choose a delivery address when you go through the checkout.

Q. Can I have my items delivered to more than one address in the same order?

A. No, you can only get them sent to one address. If you need orders delivered to different addresses, you will need to place a new order for each delivery address (and you’ll have to pay for delivery on each order if applicable).

Q. Do I have to sign for my parcel when it’s delivered?

A. All of our larger items will be delivered by courier who will require a signature upon receipt. Many of our smaller items are delivered by Royal Mail and will come with your regular post, but these too may require a signature on delivery.

Q. What if I am out when the courier tries to deliver?

A. If you are out and the item does require a signature, the courier may use their discretion and obtain a signature from a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.

Q. Can I order from overseas and do you deliver overseas?

A. It is possible to order online from overseas please contact the 1stMobility team. You can find more details about shipping to mainland Europe or overseas by visiting the Royal Mail website.

Answers to questions on guarantee and returns

Q. Are my purchases guaranteed?

A. All our products are guaranteed against manufacturer’s defect for one year from date of purchase. This must be redeemed from the Manufacturer.

Q. How do I return an item?

We hope you are happy with your purchase. If you are not, just return the product to us within 14 days of receipt in its original packaging and un-used and we will refund you the price of the goods only to the original credit or debit card used.

Please note that some of our items are now sent out in pre-sealed bags for hygiene purposes and once opened cannot be returned to us. Please also note that returned items must be sent back with all packing (including external purple piped packaging bags) or we reserve the right to take off £5 from the order.

Return costs are at your expense and we would recommend you obtain a free ‘proof of postage’ receipt from your Post Office. You must package the goods appropriately to ensure that they are returned in perfect condition as they are your responsibility until they reach us.

We will exchange any faulty goods at our own expense. This guarantee does not affect your statutory rights. Under the Distance Selling Regulations 2000, if you buy online you have the right to a full refund if you request one in writing within 7 working days of receipt.

Please see our Terms & Conditions for full details of our returns policy.

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