Orders & Returns

Track your order

Order tracking is currently unavailable. For delivery information please contact the Indigo Octopus Customer Services team by email at enquiries@indigooctopus.co.uk, or by calling 01634 572616.

Change or cancel an order

If you wish to change or cancel an order please contact the Indigo Octopus Customer Service team within two working days of placing your order, by email at enquiries@indigooctopus.co.uk, or by calling us on 01634 572616 any time between 9am and 5pm, Monday to Friday.

Please have the billing address postcode and, if possible, the order number and date the order was placed to enable us to action your request easily.

If the product you have ordered has already been delivered, you will need to follow the returns procedure.

Missing, incomplete or damaged deliveries

If your order has not arrived, or arrives incomplete, please contact our Customer Service team by email at enquiries@indigooctopus.co.uk, or by telephone on 01634 572616. We will then contact our supplier and provide you with an update as soon as possible.

If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you have not received the order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, please inform us as soon as possible using the details above.

Returns and refunds

We hope that you will be happy with your purchase. However, we understand that sometimes you may find a product does not suit your needs, or that you have changed your mind. 

• Returns of unused products
  When you buy online, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 14 working days of receiving it, we will refund you for both the purchase price and any delivery charge paid. Please make sure you take reasonable care of the item while it is in your possession, and that it is returned to us unused in or with the original packaging. If the original packaging is unavailable, it is the customers’ responsibility to ensure the product is suitably packed for its safe return. The cost of returning the product is the customers’ responsibility.
  
  Please send your request to return any item by email to enquiries@indigooctopus.co.uk or in writing to our Customer Services Department at the following address;
  
  Indigo Octopus
  c/o Age UK Medway
  The Admirals Offices
  Main Gate Road
  The Historic Dockyard
  Chatham
  Kent
  ME4 4TZ
  
  If you find that you wish to return an unused item after the 14 day period provided by the distance selling regulations, please call our Customer Services team on 01634 572616 with the details. We will assess each request sympathetically on an individual basis. After 14 days we may accept the return of an unused product for a refund less the original delivery costs and the cost of returning/re-stocking the item. The maximum period for this to be considered is 28 days.
  
  
• Faulty Products
  Unless otherwise stated, a 12 month guarantee applies to all products with the exception of disposable and limited life products. The warranty is valid providing the Products have been used in accordance with the user instructions.
  
  If a product is found to be faulty or develops a fault, please contact our Customer Services team on 01634 572616, or by email to enquiries@indigooctopus.co.uk, with full details of the problem. We will then contact our supplier, and aim to respond in a reasonable time to your request, providing a solution that fulfils your statutory rights under relevant consumer legislation regarding faulty goods. This may be a replacement, refund or repair of the product depending upon its age and use.
  
  
• Refunds
  If we agree to refund you in any circumstances, refunds can only be made to the original card used to make the purchase. In the event that this card account is not available to process the refund to, a bank transfer will be made to the account of the original card holder provided that account can be verified at the billing address provided at the time of purchase.
  
  Refunds will be made within 28 days of you notifying us that you wish to return an product under Distance Selling Regulations and within 14 days of our agreement with you to provide a refund in all other circumstances.
  
  
• Exclusions
  Please note, any item which is bespoke made to order, designed or adapted specifically for your use, or items which are hygienically sealed and have been opened (for example mattresses, toilet seats etc), cannot be returned for a refund.
  
  These conditions do not affect your statutory rights when goods are faulty or not as described.