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  • 1-3 days delivery

Customer Service

FAQ

Delivery

How long is the delivery time?

We are shipping from Ottobock Healthcare, Duderstadt, Germany. Normal delivery time to UK is 1-3 weekdays depending on selected shipping method.

Can I see delivery status on my order?

It is not possible to track your shipment.

What shall I do if my goods are damaged when I receive it?

Please follow the instructions on the page Return & Warranty claims.

What happens if I do not pick up my parcel?

Your parcel will be returned to us and we will charge a return fee. The return fee covers the forwarders cost to us.

Order

Can I make a change in my order?

No, you can’t change your order after you received the order confirmation. The reason is that we process your order for picking directly when it is received.

If you want to make a change you just place a new order and return the first order back to us within 14 days from when it is received.

If you have to change name or delivery address, please contact us. If it is still possible to change we can do that for a fee, please read more in our Terms of Purchase.

Can I cancel an order?

You can’t cancel your order if an order confirmation has been sent. We process your order automatically for picking as soon as we receive the order to offer you the best possible service.

If you want to cancel your order you can return it within 14 days from when it was received and we will repay the items returned.

How do I know that my shipment has arrived?

It will be delivered to your address. If it is too big you will receive a collection notification telling you where to pick it up.

Returns

For how long do I have a right of return?

You can return your product at no cost up to 14 days from when it is received.

How do I make a return?

Please follow the instructions on the page Return & Warranty claims.

How fast do I receive a credit when making a return or a claim?

Within 14 days from when your product is received and your claim is accepted a credit will be issued.

Payment

When do I get charged for my purchase?

Your credit card get charged at the same moment as you place your order.

Can I change way of delivery or payment method?

We do only offer one way of delivery as of now and you can choose between the payment methods offered when you make your order. They may vary over time.

Which payment methods are there?

You can pay with normal Credit and Debit cards through the payment provider Klarna Checkout or Paypal.

Is my payment safe with you?

We do only cooperate with well-known payment solution providers. You can read more about how they operate on their homepages www.paypal.com or www.klarna.com.

Products

Do you have a product guide?

You can scroll and explore all our products at our homepage which works as our product guide.

Where do I find a size guide?

The size guide you find here.

Shipping

How do I know that my shipment has arrived?

It will be delivered to your address. If it is too big you will receive a collection notification telling you where to pick it up.

Can I change way of delivery or payment method?

We do only offer one way of delivery as of now and you can choose between the payment methods offered when you make your order, which may vary from time to time as we develop our services.

Can I have a different delivery address then filed in my account?

Yes, change it in the address field when making your order.

Claims

How do I make a return?

Please follow the instructions on the page Return & Warranty claims.

How fast do I receive a credit when making a return or a claim?

Within 14 days days from when your product is received and your claim is accepted a credit will be issued.

What shall I do if my goods are damaged when I receive it?

Please follow the instructions on the page Return & Warranty claims.

Login

How do I log in?

You have to register at Rehband.com to be able to log in. Choose “Sign up” and create a new account. Fill in all required fields in the form and ”Submit”. Next time you visit Rehband.com you can log in.

I do not receive a new password to my e-mail, what is wrong?

If you have forgot your password and want a new one sent to you via e-mail you have to submit the same e-mail address used when registered.

I have forgotten my password, what do I do now?

You can request a new password with the forgot password form. For security reasons a link is sent to your registered e-mail address which you shall use to reset your password.

I can’t remember the e-mail address used when registered, what do I do?

If you don’t remember your e-mail address used, please contact our customer service.

Which information can I find at my account?

You can track previous purchases, account information and you can change your account settings and information.