FAQ

Everything you need to know about …

Payment

What methods of payment do you accept?

We're pleased to accept most credit and debit cards. This includes Visa and Mastercard. We also accept Apple Pay, Shopify Pay & PayPal. 

Do you accept payment over the phone?

We're able to offer advice and take payment over the phone. You can talk to us on 0115 671 3500 between 8.30 and 5pm weekdays. If our lines are busy, please leave a message and we will call you back.

Why has my card declined?

Trusted PPE does not have access to your bank account or credit card information, only your bank can tell you why your card has been declined. On contacting your bank they will be able to advise on:

  • Their payment verification and security policies. This may include flagging any unexpected activity on your account including first time orders and high value purchases. These policies are likely to be in place regardless of the amount of funds available in your bank account (or credit limit). To proceed with the transaction your bank may require your verbal authorisation.
  • Daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction. We will contact your card’s issuing bank to confirm that your credit card has a valid number, and hasn’t been reported as lost or stolen. Your bank’s response is communicated via a full authorisation for the amount of the purchase. If you have had a new card issued recently or you have moved address and not updated your card information this may affect the purchase authorisation.
What name will appear on my bank statement?

Trusted PPE is a part of the CCM Group family and this is the name that will appear on your bank/credit card or PayPal statements for any transaction made through the site.

How do I get a refund?

If you are unhappy with your purchase for whatever reason please email info@trustedppe.co.uk or access our Live Chat on the site. One of our support team will be on hand to take your details and ensure your refund is processed and payment returned via the payent method used to make your order. See our Trusted Guarantee to learn more about our Refund or Replace Policy

 

Delivery

How much is delivery?

Orders over £40 qualify for free delivery via a tracked courier service.

Orders under £40 are subject to a £4.95 delivery charge via a tracked courier service. 

For orders of 1 or 2 of our Social Distancing badges only, a special postage rate of £2.00 is applicable, for postage via Royal Mail.

When can I expect my PPE delivery?

Delivering your items in the quickest time possible is a major priority for us. We are working hard to secure a supply chain that will allow us to deliver your order on a next business day delivery service if it is placed by 4pm whenever possible. With the global demand on PPE and the requirement to prioritise caregivers and healthcare providers first there will be times when orders may be delayed. We will continually update our website with information on when to expect your order and in the exceptional cases where your order may be significantly delayed we will contact you directly to provide further information on your options.
Which countries do you deliver to?
We deliver across the UK. (For the Republic of Ireland, additional cost will be incurred)
Can I have delivery to a different address?
We appreciate that you may be placing an order on the behalf of a loved one not living at your address, therefore if you provide their delivery address details at the point of ordering we would be happy to deliver your order directly to them.
Can I have delivery to a pick up shop?
To abide by current Social Distancing guidelines we are unable to provide this service.
Does my delivery need a signature?
Under the current Social Distancing restrictions we at Trusted PPE do not expect you to sign for your delivery. Instead our courier will leave your parcel at the door and alert you to it’s delivery. Please see our couriers sites for their updates on how they have amended their service to adhere to the Social Distancing guidelines.
Can I track my order?

At Trusted PPE we want to keep you informed of when you will be receiving your order so you will be able to track it throughout it’s journey and be prepared for it’s arrival. A tracking link will be made available as soon as our carrier has received your items. If you have any issues with tracking your order contact a member of our Support team via our Live Chat or email info@trustedppe.co.uk.

What do I do if I don't receive my order?

In the unlikely situation that your order is not received, please first check any instructions left by the courier. The delivery driver may have left a card with you to advise that the delivery could not be made and they may have provided information on how to arrange for it to be redelivered. Also check that the parcel has not been left in a safe place outside of your house. If you are still unable to locate your parcel please call contact us via our Live Chat on the website or email info@trustedppe.co.uk and a member of our Support Team will be able to resolve your issue.

We will dispatch your order the same day when placed before 4pm weekdays. We ship all items for next working day delivery with our delivery partner, Parcelforce, who are working hard to ensure parcels are delivered within this time frame. As they continue to process high volumes of parcels due to the Covid-19 outbreak, some parcels are experiencing occasional delays. Should you have difficulties receiving your parcel once shipped, you can find more information on their service updates page here.

Can I pre-order out of stock items?

Many of our products are in very high demand and Trusted PPE do everything we can to ensure our entire product range is available at all times. However, when we do run out of certain items, we allow customers to pre-order if the items will be back in stock within the next week. 

Please note, when pre-ordering out-of-stock items, this can mean a delay on any other purchased items  unless otherwise requested. 

What to do if you're missing items
At Trusted PPE, our operations team follow a comprehensive fulfilment process which should prevent any items being packaged and delivered incorrectly, however, in the unlikely event that your parcel does not match the order you placed with us please contact us via our Live Chat on the website or email info@trustedppe.co.uk and a member of our Support Team will be able to resolve your issue.
Damaged items
If your order does not comply with the packaging integrity provided by our factories as set out in our Trusted Guarantee we will be happy to refund or replace your order.
My parcel has been returned to sender
If you receive a notification that your order has been returned to the sender then please get in touch with a member of the Trusted PPE Support Team to arrange a re-delivery via our Live Chat on the website or email info@trustedppe.co.uk.
Do I need to be home to receive my parcel?
Due to the nature of the goods being delivered your parcel will not be left without seeing the intended recipient.
Is it safe to receive orders?
At Trusted PPE we continually refer to the advice of the experts ad according to the World Heal Organisation “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” On this advice we feel confident that the delivery of your order is as safe as possible.

 

Refund or Replace

What is the return policy?
Due to the nature of the products you have purchased through Trusted PPE we do not accept returns of your order. We will instead replace or refund your item in line with the policy set out in the Trusted Guarantee. To resolve your issue a member out the Trusted Support Team will be on hand to help you, simply engage with them via our Online chat on the website or email info@trustedppe.co.uk.
What do I do if I received a defective order?
Our main priority, as set out in the Trusted Guarantee is to help you and your family stay safe and protected during these uncertain times so if your product is in any way defective we are not fulfilling our guarantee.
How long does it take for an order to be replaced?

We will always aim to get your replacement order to you as soon as possible. However, due to the demand in stock and our focus on prioritising orders for caregivers and medical professionals there may be times when this process takes longer than we would like. At the time of organising your replacement you will be provided with accurate delivery dates by a member of the Trusted PPE Support Team.

 

About Us

Who are we?
Trusted PPE are part of the CCM Group and was created at the beginning of the Coronavirus pandemic to allow the general public access quality PPE at an affordable price.
Company Details
Trusted PPE is part of the CCM Group.

CCM Group
Millenium Business Park
Enterprise Close
Mansfield
NG19 7JY

Company Reg Nº 03441824
Contact Us

You can contact the Trusted PPE Support Team via:

Telephone: 0115 671 3500

Email: info@trustedppe.co.uk

Our office is open from 8.30am - 5pm Monday to Friday.

Additional advice and support

What if I am unable to wear a face mask or covering when the new mandatory regulations come into force?
Trusted PPE are proud to recommend the work of Hidden Disabilities and their Sunflower identifier for those with hidden needs. Wearing a Hidden Disabilities Sunflower discreetly indicates to people around you including staff, colleagues and health professionals that you need additional support, help or a little more time. 

Since its launch in 2016, it has now been adopted globally by major airports and venues and in the UK, by many supermarkets, railway and coach stations, leisure facilities, the NHS, a number of police, fire and ambulance services, and an increasing number of small and large businesses and organisations. You can find more information here.