Frequently Asked Questions

Do I have to create a customer account?

You don't need an account to make a purchase from our shop, and you will have the option to 'check out as a guest'. However, creating an account will let you see your orders from our shop in your account and will enable you to check out faster each time you place an order.

For more information about your order or its delivery status, please call 01761 473120 or email

If you forget your password, simply click 'request new password' on the log in screen. You'll be sent an email to take you through the process.

Your details are protected to the highest standards, and we don't share personal information unless expressly stated. For more information, please see our privacy policy.

How can I place an order?

There are two easy ways to shop with us:

  • Online: Shopping online is safe, easy and is the most cost effective way for the charity
  • By phone: Call our friendly team on 01761 473120

How do I know if my order was successful?

You will see confirmation of your order on screen and you will then receive a confirmation email.

How can I cancel or return my order?

Please read our returns policy before getting in touch with our customer care team. 

I’ve lost my returns form and want to return something, what do I do?

Please email the customer care team on and we can email you a replacement form.

What are your delivery charges?

Our postage and packing prices to any UK postal address are:

Standard UK delivery £3.95

There is no charge for delivery of our Laces if they are ordered on their own but the standard charge will apply for postage if you have included other products with your laces

If you would like products delivered to any location overseas please ring our customer care team on 01761 473120 or email and they will be able to give you a quote for postage & packing.

We are unfortunately unable to deliver to PO Box numbers.

What are Everyday Living products?

With our supporters in mind, Royal Osteoporosis Society has carefully chosen a range of products to help make everyday life easier and support independent living. Our products offer practical solutions, to help make essential tasks such as walking and dressing simpler.

We've chosen all our products to help people with osteoporosis, although they're suitable for people of all ages and abilities. We source our products from reputable manufacturers and make sure they are of the highest quality.

We do strongly advise you to check with your healthcare professional before buying equipment to make sure it's suitable for you.

Several products in the Daily Living Aids range qualify for VAT exemption and are available to buy VAT exempt for those with an eligible medical condition.  Please make sure you've read our vat exemption information before ordering.

Gift Aid and donations

What is Gift Aid? 

Gift Aid is a government scheme allowing charities to reclaim tax on donations UK taxpayers make. This effectively increases a donation without affecting the donor in any way. For every £1 you give Royal Osteoporosis Society, we'll get an extra 25p from HM Revenue and Customs.

We won't be able to claim Gift Aid on purchases you make from the online shop. However, if you're a UK taxpayer, with your permission we can claim Gift Aid on any donation you make when placing an order.

How to make a donation

You can donate to Royall Osteoporosis Society through our online shop at the point of checkout.

How we claim Gift Aid on your donation

If you're a UK taxpayer and want Royal Osteoporosis Society to receive Gift Aid on your donation, please tick the Gift Aid declaration at the point of checkout. Your status as a taxpayer will be confirmed and allow us to claim Gift Aid.

Your declaration will be kept on record by Royal Osteoporosis Society. If you'd like to change your Gift Aid status, or if you stop paying tax, please contact us on 01761 473120.

Where are your terms and conditions?

You can find our terms and conditions here.

What payment methods do you accept?

We accept payment by Paypal, Mastercard Maestro and Visa.  

Are any of your beauty products tested on animals?

None of our beauty products are tested on animals.   

About Royal Osteoporosis Society

Please visit to read more about the charity.                                                       

Royal Osteoporosis Society Trading Ltd is the trading arm of the charity. 100% of the profits from the products we sell go straight to our vital work.