Frequently Asked Questions

What if? How do I? Can I? Hopefully we can give you the answers you need here so you don't have to ask

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See if we can answer any questions you may have here

These are our most frequently asked questions, that we hear on a weekly basis. Hopefully we can save you a phone call and give you the answers here. If however we haven’t spotted your question or you need more detail, just give us a call on 0161 902 3030.

Company

Where is the Steroplast head office?

The Steroplast Healthcare head office is situated in Manchester, close to M60 and Manchester Airport. The full address is Unit 2 Alpha Point, Bradnor Road, Manchester, M22 4TE.

Does Steroplast have it’s own retail stores

We work with distributors throughout the UK and around the world that sell our products, therefore we don’t have Steroplast outlets.

What are your opening hours?

Our standard office opening hours are 9am till 5pm Monday to Thursday and 9am till 4.30pm on Friday. The offices close on Bank Holidays and public holidays.

How can I keep up to date with Steroplast products and news?

It’s very easy to keep up to date with Steroplast, there is so much going on we have several social media channels. You can follow us on Facebook, Twitter, LinkedIn, Google+, YouTube and Instagram. Keep an eye on our Steroplast blog for news, promotions and great medical advice. Comment any questions you may have on the topics at the end. Or even suggest a future blog subject.

Does Steroplast have a company ethics policy?

Yes, you can read our full corporate ethics statement/policy HERE.

Website

Is it possible to have copies of the product images you have on your site?

If you need any of our images please email marketing@steroplast.co.uk and give the full details of the images you need and we can get them over to you.

Is there a distributor e-catalogue?

We can create a distributor e-catalogue in-house for you. Please get in touch via marketing@steroplast.co.uk and we can discuss your needs.

What if I can’t find an item I require?

If you’re struggling to find what you are looking for on our website, don’t worry! We are constantly adding new lines and they may not yet be on the site. This does not mean that we cannot help you. Please give the office a call on 0161 902 3030 and we’re sure we’ll be able to help you out.

Is your site secure?

Completely! You can see our cookies and privacy policy HERE. If you have any questions, give us a call or drop us an email and we can put your mind at ease.

Frequently Asked Questions

Products

Are your plasters latex free?

No, we have many plaster ranges – so some of them do contain latex. However our hypoallergenic plasters do not contain latex and are perfect for sensitive skin.

Is it possible to purchase medicine and pharmaceuticals?

If you have license to purchase, then we can help you. Have a look on our Medical page for more information.

Can I order own-branded products?

Yes you can, we can create products with your own branding, however minimum order quantities will apply. Give the office a call on 0161 902 3030 and you can discuss your exact needs with one of our sales team.

Do your products have sell by dates?

A lot of our products are sterile, as such after a certain date their sterility is not guaranteed. These products will have a sell by date printed clearly upon the packaging.

Ordering

How do I place an order?

You can either phone the office and speak to one of our customer service team on 0161 902 3030 or email enquiries@steroplast.co.uk with the products and amounts that you want and your contact details and a member of our team will get back to you. Alternatively you can use our website quote basket to put together all the products you need and we will work out the cost and get in touch to make the order.

Do I need to create a Steroplast account to make an order?

It is not actually necessary to set up an account with Steroplast in order to purchase goods, as you can pay for your order by credit, debit card or BACS transfer. However to set up an account with us, you would need to complete an account application form which we can send to you on request.

What happens if I order the wrong item?

If you realise that you have ordered the wrong item, please telephone the sales team immediately and advise them of the error in the order. They will then discuss the options available dependant on how far the order has been processed. Please note medication i.e. POM, PH or GSL products cannot be returned.

What happens if I’m not satisfied with the goods I have ordered?

If you are not totally satisfied with the products you have ordered please get in touch with us via phone or email sales@steroplast.co.uk and request a call back. We can then help you with the problem, we have a 100% guarantee on every product we sell, if it is our fault we will put it right, no matter what.

Can I add items, change them or cancel an order once I’ve confirmed it?

You can add items to your order. As long as it has not been fully completed and left the warehouse we can then make the suitable adjustments and make sure you’re fully happy with the order. However if your order is own labelled, or a non-stock item that has been sourced especially for you. Once the order has been placed, it cannot be changed or cancelled.

Can I place my order over the phone?

Yes, you can make your order directly with our customer service team and they will talk you through everything regarding costs, quantities or any queries you may have.

How does Steroplast protect my personal information?

We strictly follow the DPA (data protection act), every piece of your personal information is kept securely on our system and is never divulged with any other third party.

Payment

Can I purchase items directly from your site?

There is currently no facility to buy directly from our website. However there is an option to create a basket of items that you would like us to quote for. This can then be sent directly to us and one of our team will come back to you with pricing information.

Will I be charged VAT on my orders?

Yes, every item will have the standard rate of VAT applied to it, obviously if you are a charity organisation and you have a charity exemption certificate, VAT will not apply.

What currencies do you accept as payment?

We have the facility to accept BACS payments in Sterling, Euros and US Dollars.

When will the actual payment be taken from my account?

For pro-forma customers paying by card, this will be taken from your account prior to despatch. Account customers payments will be due 30 days from the end of the month following the invoice date.

Will I receive confirmation that my order is successful and on its way?

Once your order is confirmed you will then receive an order confirmation. This will be followed by an email from the carrier to advise you of a delivery date and time. You will also be given a tracking number and website details from the carrier to track your order.

Delivery

What is your minimum order value?

We have a minimum order value of £150 to receive free delivery, orders under this amount will incur a £7.50 delivery charge.

Can you deliver goods direct to our customer?

Yes we can. We can deliver to any address in the UK that you specify as long as the order is over £150 or the £7.50 delivery charge has been paid, if you want to pay this, we will then deliver it to the customer address that you desire.

How much is carriage/Is there a next day service/Can I track my order?

For all delivery information please have a look at our delivery information page, all the information you need will be here, if not email or call us and we can let you know anything else you may need.

What should I do if my order isn’t delivered?

If you are awaiting an order that hasn’t arrived, please give the office a call on 0161 902 3030 and we will track your order and let you know exactly where it is and when it will arrive.

Is collection of products an option?

Of course, you can collect your order if that makes it easier for you. You must advise us when you are placing your order that you wish to collect it. We can then put this on the system and it will be waiting for you on the desired date. To collect an order on the same day, you need to order before 12 noon and advise the sales team.

Orders Received

I’ve received a faulty or incorrect item in my order

If the item is faulty or incorrect, get in touch and the team will be able to arrange a replacement for you.

An item is missing from my order

If you notify our customer services team as soon as you can, they can check on the order and rectify this with a refund, credit or a replacement item.

How do I exchange an item?

For stock items, as long as the item has not been used, opened or damaged we will take this back and replace with the preferred item. There will be a charge for collection however if the item has been ordered incorrectly by yourselves. For own branded/non stock items, unless faulty, we cannot exchange these.

How do I return an item or order?

If you have ordered an item in error, then unfortunately you will have to incur the cost of returning the goods. However if it is an error on our part, we will then arrange collection or ask you to return the item and we will refund the postage

Is there a time limit on exchange and returns?

All claims for shortages or incorrect goods must be made within 7 days, claims for damages must be made within 5 working days.

Stock

Can I check availability of stock online?

Unfortunately there is no facility to check stock levels online, however the majority of our products are stock items and if you call the office we will check on your particular line and let you know straight away.

Can I reserve stock or pre-order?

Yes, if you call the office and request a level of stock to be reserved for a future order, we will hold this stock until your order is complete.

What happens if any of my order is out of stock?

If a product that you want is currently out of stock, a member of our team will advise you when the stock is due to arrive and you can then work out your order accordingly.