Frequently Asked Questions

Frequently Asked Questions

Delivery & Shipping

How long does delivery take?
All UK orders are delivered within 10–14 days. We know that's longer than a high-street retailer, and we won't pretend otherwise. We promise to send you a tracking link as soon as your order ships — so you always know exactly where it is and when to expect it.

Do you offer free delivery?
Yes. Free UK delivery on all orders over £45. For orders under £45, a small delivery charge applies — you'll see the exact amount at checkout before you confirm your order.

Do you deliver to Europe?
Yes, we ship to most EU countries. EU delivery typically takes 12–18 days. Duties and taxes may apply depending on your country — these would be your responsibility at the point of delivery.

Can I track my order?
Yes. You'll receive a tracking link by email once your order has been dispatched. If you haven't received a tracking email within 3 days of ordering, check your spam folder first, then contact us at support@activesupportuk.co.uk.

My tracking hasn't updated in a few days — is that normal?
Yes, this can happen occasionally during international transit. If your tracking hasn't updated for more than 5 days, contact us, and we'll investigate.

Returns & Refunds

What's your returns policy?
We offer a 60-day money-back guarantee on all products. That means 60 full days from the date you receive your order to decide if the product is right for you. If it isn't — for any reason — contact us at support@activesupportuk.co.uk, and we'll arrange a full refund. No awkward questions.

Do I need to return the item to get a refund?
In most cases, yes — we'll ask you to return the item before processing the refund. We'll guide you through the process when you get in touch, making it as straightforward as possible.

What if my item arrives damaged or incorrect?
Contact us within 7 days of receiving your order at support@activesupportuk.co.uk with a photo of the issue. We'll send a replacement immediately or issue a full refund — whichever you prefer.

How long does a refund take to process?
Once we've confirmed your return, refunds are typically processed within 5–7 working days back to your original payment method.


Sizing & Fit

How do I choose the right size?
Every product page has a size guide specific to that product. We strongly recommend measuring yourself before ordering — sizing varies between products, and getting the right fit makes a real difference to how well the support works.

I'm between two sizes — which should I choose?
As a general rule: size up if you want all-day comfort and a looser fit, or size down if you want firmer compression during activity. If you're unsure, email us with your measurements and the product you're looking at — we'll give you a direct recommendation.

What if the size doesn't fit when it arrives?
Contact us, and we'll exchange it for the correct size. If the replacement still doesn't work, you're fully covered by the 60-day guarantee.


Products & Usage

Will these products cure my condition?
No — and we'd never claim that. Our products are support aids. They're designed to manage pain, improve stability, reduce swelling, and help you stay more comfortable while you deal with an injury or ongoing condition. They are not a substitute for medical advice or treatment.

If you have a serious or worsening condition, please consult your GP or a physiotherapist before using any support product.

How long should I wear a support each day?
This varies by product and individual. As a starting point, most supports can be worn for several hours at a time during activity. We don't recommend wearing compression products 24 hours a day. If you have a specific medical condition, consult your doctor for guidance on wear times.

Are your products suitable for use after surgery?
Some products may be appropriate for post-operative recovery, but you must check with your surgeon or physiotherapist before using any support after a procedure. Do not use any of our products as a substitute for medically prescribed post-surgery equipment.

Can I wash the products?
Most products can be hand-washed in cool water and air-dried. Avoid machine washing, tumble drying, or ironing. Specific care instructions are included with each product.

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## Orders & Payment

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex) as well as PayPal and other methods available at checkout.

**Can I change or cancel my order after placing it?**
Contact us as quickly as possible at support@activesupportuk.co.uk if you need to change or cancel. We'll do our best to help, but once an order has been dispatched, we're unable to cancel it — in that case, our returns policy applies.

I haven't received an order confirmation email — what should I do?
Check your spam or junk folder first. If it's not there, email us at support@activesupportuk.co.uk with your name and the email address you used to order, and we'll look into it.


Contact

How can I get in touch?
Email us at support@activesupportuk.co.uk. We aim to reply within 24 hours on weekdays. We're a small team, but we do read and respond to every email personally.
 

Not sure if we're right for you? Read about why customers choose ActiveSupport UK.