Frequently Asked Questions

Welcome to the Orthovec FAQ page. Here you will find answers to the most common questions about our products, ordering process, shipping, and policies.

If you need further assistance, feel free to contact us anytime — we’re here to help.

1. What is Orthovec?

Orthovec is a UK-based store offering premium orthopaedic support products designed to help relieve pain, improve mobility, and support joint health.

2. Where are you located?

We are based at:
95 Tottenham Ct Rd, London W1T 4TW, UK

3. Do you ship within the UK only?

Yes, at this time we ship exclusively within the United Kingdom.

4. How long does shipping take?

Our delivery timeframe is:

  • Handling Time: 1–3 business days

  • Transit Time: 4–8 business days

  • Estimated Total Delivery: 5–11 business days

5. What is your return policy?

We offer a 30-Day Free Return Policy. If you're not completely satisfied with your product, contact us within 30 days for a free return and full refund.

Products must:

  • Be in clean, unused condition

  • Include all original packaging and accessories

6. How do I request a return or refund?

Simply contact us:

Our team will provide clear instructions within 24 business hours.

7. What payment methods do you accept?

We accept all major payment options, including:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

  • Shop Pay

A full Payment Policy page is available for detailed information.

8. How can I track my order?

Once your order ships, you will receive a tracking number via email. Tracking updates may take 24–48 hours to appear.

9. What if my order is delayed or missing?

If your tracking shows delays or you suspect your package is lost, contact our support team immediately and we will investigate with the courier.

10. How can I contact customer support?

Our support team is available: Monday to Friday: 9:00 AM – 5:00 PM (GMT)

We aim to respond to all emails within 24 hours on business days.