It is with sadness that Versus Arthritis has decided toclose Arthr, our start-up business designing and selling original products forpeople with arthritis. We want to thank Arthr’s staff, board, advisors and partnersfor their hard work and dedication over the last three years. We also want to say a heartfelt thank you to Arthr’s loyalcustomers and Changemakers who have generously given their time, expertise, custom and support to Arthr since 2019.

Frequently Asked Questions

Ordering FAQs

What time do you process orders until?

Orders are processed and reviewed throughout the day and up to midnight. Depending on your chosen delivery date through the checkout process we will dispatch / process accordingly and if there any problems we will be in touch as soon as possible.

What’s the cut-off time for next day delivery?

Arthr are leading the way by offering up to Midnight cut off on certain product ranges and 6pm on the majority. On our product pages and during the checkout process you can choose your day for delivery and if this is available for that day then we will ship it for you. See Delivery Information & Prices for a summary on our delivery options and how to choose your delivery.

Can I place an order over the phone?

Unfortunately we are unable to take orders over the telephone however, we are happy to help with any general or technical enquiries you may have before placing your order.

How can I amend/cancel my order?

If you change your mind or would like to cancel an existing order, contact our team on 0808 196 7834.

I’ve just been informed that there’s a problem with my order, what can I do?

In the unlikely event that there’s a problem with your order, you’ll receive an email with the next steps to follow. We aim to rectify any issues as soon as possible and will keep you informed of any updates.

Why isn’t my promotional code working?

Please check the terms and conditions of the code to see if your order is eligible and whether the code is still valid/hasn’t expired. If the code is entered correctly and you’re still experiencing problems after checking the above, please contact us.

Back to top

Billing FAQs

Which payment methods do you accept?

We accept MasterCard, Visa Debit, Visa Credit, Maestro, PayPal* and PayPal Credit.

For security reasons we’ll deliver to confirmed addresses only when paying with PayPal. To confirm your address, add a debit or credit card to your PayPal account. Once your billing address is verified, your shipping address will automatically be confirmed. If you require your order to be posted elsewhere, please use a different payment method.

Is there a charge for using certain cards or PayPal?

There are no charges for using UK debit/credit cards or Paypal. However, corporate cards have a surcharge of 1%. In order to bring you the lowest prices, our profit margins are very low. Due to this, we are unable to absorb the surcharges incurred when using a corporate card.

Why has my PayPal payment been refunded?

If your PayPal payment has been refunded it usually means that your address is unconfirmed. To confirm your address, add a debit or credit card to your PayPal account. Once your billing address is verified, your shipping address will automatically be confirmed.

When do you take payment for the order?

We take payment immediately once you have placed your order and your payment details have been authorised.

Why won’t my debit payment go through?

Please check that all your card details have been entered correctly and that you’ve used the correct billing address. If you’re placing a high value order you may need to contact your bank.

Why have I received an email to say that you’re awaiting payment?

This means that unfortunately your initial payment was unsuccessful and that you are required to login to your account to complete payment for your order.

If I’ve cancelled my order how long will the refund take?

Please allow up to 48 hours for your payment to be refunded (excludes weekends and bank holidays).

Back to top

Delivery FAQs

Do you charge for delivery to Non-UK Mainland/Republic of Ireland?

The charge for delivery to Non-UK Mainland/Northern Ireland/Ireland/North Scotland/Isle of Man is £14.95. For more information please see Delivery Information & Prices or alternatively check the delivery options and prices during the checkout process.

Who will deliver my order?

For next day delivery, we most often use our delivery partner DPD. For DPD delivery enquiries please call 0121 275 0500 or visit www.dpd.co.uk. In addition to DPD, we use a range of other delivery services, including UK Mail, Royal Mail, Hermes and UPS, dependant on your location and the service selected.

How does DPD Pickup work?

For applicable orders, you can choose through our checkout process to have your order delivered to the nearest DPD Pickup point. DPD currently have over 2,500 DPD Pickup Shops throughout the UK. DPD will deliver your parcel to the Pickup Point on a pre 12 service ready to collect the very next working day. During the checkout you will be given a choice of 5-6 local Pickup Points for you to choose. Once your order has arrived you’ll receive a collection notification, which you’ll need to take (along with valid ID) to collect your parcel.

Can my parcel be left with a neighbour?

Due to security reasons, our couriers are unable to leave parcels with neighbours or anywhere unattended. If you are unable to accept delivery, please either rearrange or select DPD Pickup Shop as your chosen service during the checkout process. Please note there are some size restrictions to this service.

Where is my order?

Please check the estimated delivery date and tracking details (where applicable) on your order confirmation email. If you are unable to track your order, please allow up to 6pm on the expected day of delivery for your item to arrive.

Still hasn’t arrived? Contact us.

What do I do if there’s items missing from my delivery?

In the unlikely event that there’s items missing from your delivery contact us within 48 hours.

I have missed my delivery, what shall I do?

If you’re not in when your order is delivered, please visit the courier’s website with your consignment number to rearrange delivery. If you do not have a consignment number, please contact us by email: support@arthr.com and we’ll be happy to help.