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Home > Customer Service

Customer Service


General

If you have any question concerning our products or need a technical question answered please call 01752 547608 one of the team members will be happy to help.

To assist you we have provided answers to some of our most frequently asked questions.

Do you have a catalogue?

Yes we do. Call or sign up for a free copy. Whilst the website is the most up to date way of viewing and buying our products a PDF catalogue or hard copy catalogue is available from our request a catalogue section. Please be aware that not all the latest products and special offers will be available from this catalogue.

Do you offer telephone help/advice/support?

Absolutely yes! We have trained staff who know our products in great detail. They are also on phones here in the UK, so no e-mail only support or speaking to foreign call centers!

Do you use environmentally friendly materials?
Our visco elastic foam is made at a cutting edge carbon Neutral foam factory, all PVC packaging is recyclable.

Guarantees
Do you offer a Money Back Guarantee?

Yes, we offer a 30 day ‘no quibble’ Money Back Guarantee on ALL of our products.
Why do you offer a Money Back Guarantee when others don’t?
Well, we don’t expect you to have confidence in buying our products if we are not confident in them ourselves. We want to you to be happy with your purchase and use us again in the future.

Do your products come with individual guarantees?
Many of them do. Some come with warranties against material and/or manufacturing defects.Mattresses come with a full 10 year guarantee while overlays offer a 5 year. Stomatex Supports 12 month Guarantee and pillows from 1-3 years dependent upon model.

Placing Orders
How do I place an order?

Phone: Call up and place your order over the phone with a credit/debit card. Please have the address details to hand invoice/delivery addresses (incl. Post Codes) and card details.

Order form: Download an order form from www.back2comfort.co.uk/order from our website and drop it in the post with a cheque or credit card details.
Fax or E-mail: You can fax or e-mail info@back2comfort.co.uk your order to us and we will contact you for your credit/debit card details.

If it’s my first order can I request a different delivery address to where my card is registered to?
Yes, but we do however do further security checks to prevent fraudulent transactions.
When am I able to place orders via phone?
Our sales team is available Monday to Thursday 9.00 to 17.00 and 9.00 to 16.00 on Fridays on 01752547608

Do you have a minimum order value?

No we don’t.

I’m Off-shore UK mainland, can I still order from you?
Yes, you can. Off-shore orders sometimes attract higher rates of carriage, please contact us with your requirements and we will contact our couriers.

I’m not based in the UK, can I still order from you?
Yes, you can. Off-shore orders sometimes attract higher rates of carriage, please contact us with your requirements and we will contact our courie

Damage & Shortages

Do I need to check goods at the time of delivery?
It is advisable to do so. If you are unable to do this please sign the couriers delivery note as “unchecked” or “damaged” if it looks like it could be damaged

What do I do if my goods are damaged?
Please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made.

What do I do if there are products missing from the delivery?
We check and double check orders when dispatching to minimise the chance of this happening. In the unlikely event that you have something missing, please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made. We will then look into how and when your order was dispatched and replace the missing product if found to be at fault.

Stock
Are your products generally in stock?

We aim to have 95% of products available for delivery within 1-2 working days. With some of our best sellers we have huge stocks and very rarely run out of.

How do I know if a product is out of stock?
If you order over the phone or email, fax, we have a sophisticated stock tracking system and will be able to tell you if the item is in stock at the time.

If the delivery date is not acceptable, can I cancel the order?
Yes you can

If all of my order isn’t in stock will you part despatch?
Yes we can.

EU Shipments
All shipments to non EU countries may be subject to import duties and taxes, which are levied once an order arrives in that country. Payment of these charges, if there are any, are the sole responsibility of the customer. Mayflower Medical Supplies have no control over these charges.

Payment
What forms of payment do you accept?

Credit/Debit Card - Visa/Mastercard/Maestro/Solo Pro forma invoice - This can be paid in advance by cheque, BACS or CHAPS

Do I get charged a percentage for payments by card?
No. We don't make a charge. However, your card company may make a charge. Please contact them to find out further.

What happens if my card payment is declined?
We will contact you and you will need to contact the card issuing bank. We do not get told why the payment has declined. You can either contact us again when the problem has been resolved or use an alternative card.

If all of my order isn’t in stock do I pay for it all upfront?
You can either ask us to contact you when it is back in stock or reserve the incoming stock by paying for it in advance.

Is payment taken from my card as soon as the order is placed?

The order is processed soon after you place the order and this is when we will collect the funds from your card.

Who should I make my cheque payable to?
If you are paying by cheque, please contact us for a pro forma invoice (for payment in advance) first which can be e-mailed, faxed or posted to you. Once you have received your pro forma invoice, please make all cheques payable to “Mayflower Medical Supplies” and post to Mayflower Medical supplies North Quay House Sutton Harbour, Plymouth PL4 0RA

If I pay by cheque, how long will it take to clear?

For payments by cheque we have to wait for cleared funds before despatching your order. Once we receive a cheque in the post it is banked the same and will take approximately 5 working days to clear. If you have a tight delivery time, it is advisable to pay by quicker means of payment such as credit card or CHAPS (same day bank transfer).


Back2Comfort is part of the Mayfower Medical Supplies Limited, North Quay House Sutton Harbour, Plymouth PL4 0RA

 



 










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