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DELIVERY INFORMATION

WHAT ARE UK DELIVERY CHARGES AND OPTIONS?

UK First Class Post - £1.95

UK Special Delivery by 1pm (next day Monday - Friday) - Not available for deliveries on a Saturday or Sunday. Signature required for delivery. £9.95

UK Special Delivery by 9am (next day Monday - Friday) - Not available for deliveries on a Sunday. Signature required for delivery. £25.00

UK Special Delivery by 1pm (Saturday Service) - Not available for deliveries on a Sunday. Signature required for delivery. £15.00

UK Special Delivery by 9am (Saturday Service) - Not available for deliveries on a Sunday. Signature required for delivery. Delivery by 9am not guaranteed to certain places, such as the Isle of Wight, Isle of Man and some remote parts of Scotland. Please visit Royal Mail website to check list of post code areas which are not guaranteed to be delivered by 9am. £27.00

WHAT ARE INTERNATIONAL DELIVERY CHARGES AND OPTIONS?

International orders are delivered with DHL, a quote can be requested when placing an order.

All our Spanish orders are sent from within Spain, so these are slightly different (please see our ORDERS GOING TO SPAIN section of the FAQs). Please note, guaranteed next day delivery is not available with International Delivery.

WHAT IS THE QUICKEST WAY TO GET A PRODUCT ABROAD?

DHL, a quote can be found on our ordering page. Alternatively, please check Amazon Germany, France, Italy, Spain, USA, Canada or Australia.

IS IT POSSIBLE FOR DHL TO DELIVER TO A PO BOX ADDRESS?

It is not possible to send orders to a PO Box address with DHL.

WHERE IS MY ORDER?

Orders are sent within office delivery hours Monday – Friday 9am – 3pm. Orders placed within office delivery hours will be processed and dispatched the same day. Orders placed outside of office delivery hours will be dispatched the next working day (excluding bank holidays).

ARE BLOCCS AVAILABLE ON AMAZON?

As well as Amazon UK Bloccs products are also available on Amazon Germany, France, Italy, Spain, USA, Canada or Australia.


ORDERS GOING TO SPAIN

I WOULD LIKE TO SEND AN ORDER TO SPAIN, WHAT ARE THE DELIVERY OPTIONS AND CHARGES?

All of our Spanish orders are sent from within Spain. Please note orders will need to be placed by 12 noon (UK time).

All Spanish Shipping Options are available below:

Delivery on the next working day in Spain and Portugal (excluding islands) before 7pm - £4.50

Delivery on the next working day in Spain and Portugal (excluding islands) before 12pm - £18.75

Deliveries to the Baleares Islands (48h/72h) - £10.50

Deliveries to Melilla and Ceuta (48h) - £23.75

CAN I HAVE NEXT DAY DELIVERY IN SPAIN?

Yes, this is possible for deliveries within Mainland Spain and Portugal (this excludes Sundays).

Please note delivery to the Baleares, Melilla and Ceuta can take 48/72hours.

Please check all Spanish shipping options available. Please note orders will need to be placed by 12 noon (UK time).

DO YOU HAVE ANY INTERNATIONAL DISTRIBUTORS?

Yes, please contact us directly to find out more about our UK and International Distributors.


OTHER DELIVERY QUESTIONS

CAN I BUY A BLOCCS COVER IN A STORE?

It is possible to come in and buy a cover from our UK offices. Alternatively, please call our office on +44 1454 318197 to check.

CAN I BUY A COVER FROM BOOTS AND LLOYDS PHARMACY?

Yes, it is possible to order via their websites. It can be posted to your address or alternatively click and collect is also usually available.

WILL I BE GIVEN A TRACKING NUMBER?

We aim to provide everyone with a tracking number via email. However, if you do not receive yours, one can be requested via contact us.

CAN MY ORDER BE SENT TO A DIFFERENT DELIVERY ADDRESS?

Yes, if it is more convenient, we can deliver to a different address e.g. your workplace or holiday destination. We can deliver to your family and friends anywhere in the world. Please provide us with the delivery address details when you place your order.

CAN I SEND ORDERS TO MORE THAN ONE ADDRESS?

Yes, but you must place each order separately.

CAN I SEND AN ORDER OUTSIDE OF THE UK?

Yes, if the delivery is to a holiday village or hotel it is essential that you also provide a local contact number. Please remember to include you international dialling code. This will help us meet the delivery time.

CAN I COLLECT MY ORDER?

Yes, collections are from our factory in Bristol. Bloccs can be collected from 9 am to 3 pm Monday to Friday except bank holidays. To save time on collection, please place your order via www.bloccs.com and select the collection only option.


PLACING AN ORDER

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards including Visa, Visa Debit, Visa Electron, Mastercard and American Express. Our payments are handled by Sagepay. We do not store your credit card details on our systems. We also accept Paypal.

IS THERE AN ORDER CUT OFF TIME?

All orders must be placed by 3pm (BST time).

VAT

All prices are inclusive of 20% VAT

CAN I SPLIT MY ORDER ACROSS MULTIPLE DELIVERY ADDRESSES?

Unfortunately, we're not able to split a single order. A quick fix for this is to give our Bloccs Customer team a call on +44 (0) 1454 318197 – they can place a new order for you.

CAN I ADD TO AN EXISTING ORDER?

Unfortunately, we're not able to add to an existing order. A quick fix for this is to give our Bloccs Customer Service Team a call on +44 (0) 1454 318197 – they can place a new order for you.

WHEN WILL I BE CHARGED FOR MY ORDER?

If you paid for your order by credit or debit card, then we won’t take any money from you until it has been dispatched from our warehouse. Payments made through PayPal are usually taken from your account instantly.

CAN I ORDER OVER THE PHONE?

We are always more than happy to place orders over the phone for you – just call +44 (0) 1454 318197. We will be available Monday to Friday 9am – 4pm.

Please note that from time to time we may close the lines for training purposes.

WHAT IS A CARD SECURITY CODE?

Your Security Code is just a little extra security for online and phone transactions. This number can be located on the signature strip on the back on your card – we only require the last 3 digits of this number.

HAS MY ORDER BEEN SUCCESSFUL?

Once your order's gone through, you should receive two emails. An initial email with an order number and then a second email confirming that your payment has been processed. If you don't receive both emails, please give our Customer Service Centre a call on +44 (0) 1454 318197.

WHEN WILL MY ORDER BE SENT?

Orders are sent within office delivery hours Monday – Friday 9am – 3pm. Orders placed within office delivery hours will be processed and dispatched the same day. Orders placed outside of office delivery hours will be dispatched the next working day (excluding bank holidays).

WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

As we ship from Bloccs here in the UK, you wouldn’t pay Customs and Import duties inside the European Union. However, outside the Union, charges may apply when goods reach their destination. We don’t have any control over the amount charged.


RETURNS

HOW DO I RETURN AN UNWANTED ITEM?

If you are not happy with your purchase for any reason, simply return it, unused, in its original condition within 14 working days for a refund or replacement. Your delivery charge will not be refunded. Please retain proof of posting. This returns policy does not affect your statutory rights.

Please post your order to the address provided on your invoice.

To help us identify your order please quote your name, invoice number and provide a contact number or email address if possible. Please note postage will need to be paid for. Sorry refunds cannot be issued if the postage has not been covered.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?

Please allow up to 21 days for both UK and International Returns to be processed.

WHAT IS THE UK RETURNING DELIVERY ADDRESS?

The return delivery address is on the invoice and packaging.

CAN I REQUEST A REPLACEMENT SIZED PRODUCT?

The return process would need to be followed and a separate order would need to be placed.

I HAVE RECEIVED THE WRONG ITEM

If you have received an item that is different to what you have ordered then please contact us within 48 hours of receipt, so that we can arrange the safe return of this item and the quick dispatch of the correct part to yourself.


PRODUCT AND SIZING QUESTIONS

HOW DO I KNOW WHICH SIZE PRODUCT I NEED?

Bloccs are easily stretched over the cast or dressing to make a watertight seal. Measure the circumference around the leg/arm 2.5cm – 5cm 1-2” above the cast/dressing to find the best size cover. Please see the sizing charts for guidance.

For the elbow and knee protectors you will need to measure the length of the area that needs covering as well as the circumference above and below the cast/dressing. For further guidance, please see the sizing charts for guidance.

We have a full range of child sizes available please check the sizing chart for guidance. The Children’s sizes 1-9 years are not suitable for adults.

We recommend that adult sizes are used after the age of 14, however some very petite adults may wish to consider 10-14 years range.

I HAVE HAD A HAND OR FOOT OPERATION, SHOULD I BUY A SHORTER SIZE?

No, please follow the sizing chart for guidance.

I THINK I AM IN BETWEEN SIZES WHAT SHOULD I DO?

It may be worth considering buying one of each size, please then see the returns policy.

I THINK MY CHILD NEEDS A SMALLER SIZE THAN THE AGE RANGE SUGGESTS?

It may be worth considering buying one of each size, please then see the returns policy.

WHICH LENGTH OF COVER DO I NEED SHORT OR A FULL?

Short leg Bloccs covers are suitable for casts and dressings that finish below the knee, they are designed to form a watertight seal around the knee area. The length should be measured from the heel.

Full leg Bloccs covers are suitable for casts and dressings that finish above the knee, they are designed to form a watertight seal at the very top of the leg. The length should be measured from the heel.

Short arm Bloccs covers are suitable for casts and dressings that finish below the elbow, they are designed to form a watertight seal on the bicep. The length should be measured from the middle fingertip.

Full arm Bloccs cover are suitable for casts and dressings that finish above the elbow, they are designed to form a watertight seal at the very top of the arm. The length should be measured from the middle fingertip.

HAVE I PICKED THE RIGHT SIZE ELBOW PROTECTOR?

Please follow the sizing chart on our website.

The larger size elbow protectors are shorter in length and have a larger seal size around the bicep.

The smaller size elbow protectors are longer in length and have smaller seal size around the bicep.

CAN I USE THE ELBOW WITH A PICC LINE?

Instructions must be followed to use the protector safely and to ensure that the watertight seal is effective. Whether the Bloccs protector is for yourself or your child, the decision to wear it when taking a bath, shower or using it for any other water-based activity is taken at your own risk. Medical advice should be sought to ensure that the activity will not affect the injury.

Please always check the sizing charts for guidance.

DOES A BLOCCS WORK WITH A SPLINT?

It is possible to wear a Bloccs over a splint, any rough edges could damage the Bloccs cover and should be covered with tape or a stretchy bandage.

HOW LONG CAN A BLOCCS COVER BE WORN FOR?

The protector can be worn for up to 60 minutes – providing it is still comfortable to wear, does not feel too tight and it is checked regularly. Children must always be supervised at all times.

WHAT ARE BLOCCS MADE FROM?

Bloccs covers are made from Natural Rubber Latex, do not use if you are allergic to latex.

WHAT DEPTH CAN A BLOCCS COVER BE SUBMERGED TO?

Bloccs covers are designed for swimming, showering and bathing, they have not been designed for diving or snorkelling or any other water sports. Bloccs waterproof covers are the only cast protectors made by a water-sports dry suit seal manufacturer, whose seals can be found in dry suits used by rescue services around the world.

ARE THERE LEG PROTECTORS WITH THE FOOT OUT?

Yes, please consider our Knee Protector Range (see sizing chart for guidance).

ARE THERE ARM PROTECTORS WITH THE ARM OUT?

Yes, please consider our Elbow Protector Range (see sizing chart for guidance).

CAN I ORDER ITEMS THAT ARE OUT OF STOCK?

If you require items that are being shown as ‘out of stock’, please contact our Customer Service Team via contact us, who will be able to help.

HOW DO I PUT ON A BLOCCS?

Please watch our video and follow our four-step guide, which are enclosed with your Bloccs.

As your Bloccs protector is made from Natural Rubber Latex, you should remove any sharp jewellery and be careful not to cause a puncture with your fingernails. Rough edges should be covered with tape or a stretchy bandage. The smooth, skin-tight seal should stretch easily over a dressing.

You may wish to try the cover on your arm or leg that doesn’t need the Bloccs cover to check sizing.

All air should be removed from the Bloccs protector before entering the water by massaging the cover upwards towards the seal to release trapped air. This can be done by gradually lowering the limb into the water so that the pressure of the water so that the pressure of the water forces the air to the top of the protector.

Gently pull the seal away from the skin to remove the air before submerging, making sure no water enters the protector.

THE SEAL DOESN’T FEEL TIGHT AROUND THE ARM OR LEG, WILL IT STILL WORK?

Bloccs protectors use the same type of seal as that found on dry suits. They are designed to form a smooth, skin-tight, waterproof seal. It may be worth considering buying a smaller size for comparison, please then see the returns policy.

HOW TO REMOVE YOUR BLOCCS

To remove the protector, carefully slide it over the dressing or cast on your arm or leg. Care should be taken to ensure that the seals are not damaged by fingernails or jewellery.

CAN I WEAR A BLOCCS OVER AN ORTHOPAEDIC BOOT?

Please check our sizing chart for guidance, the full leg covers are the widest products within the range, any rough or sharp edges should be covered.

CAN I SWIM WITH A LEG COVER?

Extra caution should be taken when submerging leg casts in water as they can be heavy and restrict movement. You should not try to swim with a leg cast.

CAN I USE THE COVER FOR HYDROTHERAPHY?

Bloccs can be used as part of your hydrotherapy treatment, medical advice should be sought before commencing any activity.

CAN I GO IN THE SEA IN A BLOCCS?

Bloccs can be used in the sea, please note extra care must be taken not to tread on any sharp objects such as stone or rocks.

DOES BLOCCS PROTECT FROM SAND?

Bloccs can protect from the sand, however, please note extra care must be taken not to tread on any sharp objects such as stone or rocks. The protector can be worn for up to 60 minutes – providing it is still comfortable to wear, does not feel too tight and it is checked regularly.

IS BLOCCS REUSABLE?

Yes, a Bloccs is reusable and is intended to keep a dressing dry whilst exposed to or immersed in water. Please read the ‘Bloccs protector care’ section enclosed in the instructions for more information.


MISCELLANIOUS

GOT A COMPLAINT?

Our aim is for all of our customers to love everything we do. In the unlikely event that this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again.

For any other complaints we advise that you contact our Customer Service Centre on +44 (0) 1454 318197 where we will be happy to assist you immediately and resolve any problems you may have experienced.

We aim to resolve all complaints within 5-10 working days.

CAN I GET A BLOCCS PROTECTOR ON PRESCRIPTION?

Yes - our full product range is now available on prescription. Your local pharmacy or surgery can order directly from us, providing they have a prescription from your GP or nurse prescriber. A prescription request form can be downloaded here. Once you have the prescription, please take it to your pharmacy. If they do not have the required product in stock, the pharmacy can order it via prescriptions@bloccs.com.

LOOKING FOR SOMETHING ELSE

I can’t find an answer to my question?

Office support – It is possible to contact us during office hours Monday to Friday 9am – 3pm (UK time).