Frequently Asked Questions

Find answers to common questions about ordering from Essential Wellness.

How do I place an order?

Browse our product categories, add items to your basket and proceed to checkout. You can check out as a guest or create an account for faster future orders.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay and Google Pay. All transactions are processed securely via Stripe.

How long does delivery take?

Delivery options and how long each one takes are shown at checkout, with the price, before you pay.

Do you deliver outside the UK?

Yes. Delivery is available outside the UK to all destinations. Available services and prices depend on your basket and are shown at checkout before you pay.

Can I return an item?

Yes. If you don't feel the benefits, or the fit isn't right, you can send it back within 30 days of delivery for a refund or an exchange. Please return it as new, in its original packaging; otherwise we deduct a 15% restocking fee from your refund. Please see our Returns Policy page for full details. Return postage is paid by you. Send returns to 8 Epsom House, Forge Drive, Chesterfield, S40 2FP. Start a return or exchange online.

How do I get a refund?

Once we receive and inspect your returned item we issue the refund to your original payment method and email you to confirm. How long it then takes to reach you depends on your bank or card provider.

What if my order arrives damaged?

We are sorry your item arrived damaged. Please contact us through our Contact page with your order number and a photo of the damage, and the team will help you. Our Returns Policy page explains how returns and refunds work.

How do I track my order?

Once your order is dispatched you will receive a confirmation email. If you chose a tracked delivery option, that email includes a tracking link; otherwise it confirms your order is on its way. You can also follow your order on our Track Order page or from your account.

How do I contact customer support?

You can reach us through our Contact page, which lists every way to get in touch with this shop.

Where do your products come from?

We only source merchandise from socially responsible businesses with ethical manufacturing practices.

Our branded products are manufactured in China to strict and very precise specifications of our in-house UK trained Physiotherapists.

Each one of our Orthopaedic Supports is designed to protect, support and comfort in the most ergonomic and (more importantly) effective way possible.

What postal method do you use?

Royal Mail 2nd Class aims for 3–5 working days. Royal Mail 1st Class aims for 1–3 working days. Royal Mail Tracked 24 aims for the next working day. Delivery estimates account for Sundays; choose your service and see the estimated delivery range at checkout before you pay.

For international purchases, all of our shipments leave the United Kingdom and will likely spend time in the customs of the country where the shipment arrives. We cannot provide any customs clearance estimates, but in most cases, shipments may spend anywhere from one to three days in customs.

IMPORTANT: Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.

Yes. Delivery is available outside the UK to all destinations. Available services and prices depend on your basket and are shown at checkout before you pay.

What if I am unhappy with my purchase?

We dispatch orders within 0–1 days. Orders placed after 2pm are dispatched the next day.

However, in the very unlikely event that you experience a delayed delivery, your first instance would be to reach out to us and make us aware so we can track the location of the package.

Will my Orthopaedic Support fit? How do you think about sizes?

We've worked hard to ensure that the sizes we offer will work for many different shapes and sizes of customers from all over the world. Our products are all fully adjustable and have been designed to stay supportive across a broad range of sizes. Each item is also Unisex and can be used by either men, women or teens.

After customer feedback received we introduced an XL variant of the Knee Support, and we offer free exchanges between these two sizing categories, all we ask is that you pay your return postage to us and abide by our Karma System.

As we introduce new products in the future, we'll add even more information about product fits and sizes.

Still have a question?

Our team is happy to help with anything not covered above.