Customer Service

Frequently Asked Questions

Can’t find the answer you’re looking for below? Contact us and one of our team will be able to help.


  • Who are Independence Ltd?

    We are a small family company which was started by Judy and Nick Holdsworth in 1999. Prior to that, We only sell products we believe in. They have been tried and tested, so we know they work and will make a difference to your life. We also believe in old fashioned service, so we’re here for you when you want to ask questions, or find out more about which product might be best for you.

  • What are your opening times?

    Our phone lines are answered by our own staff every weekday from 9.00am till 5.30pm and on Saturdays from 9.00am till 12.30pm.

  • I want advice on a sensitive subject. Can I talk to a woman?

    Yes. Most of our small team are female, but occasionally Nick, or one of the other chaps answers the phone. If you prefer to speak to a lady, just ask. The men understand and will not be offended in the slightest.

  • Do you have a shop?

    No, we don't have a shop, however you're welcome to collect orders any weekday from 9.00am till 5.00pm. Please phone before visiting to make sure your order is ready for collection. We regret that we are not open for visitors on Saturdays. 

Online Shop

  • Why do all prices in the shopping cart look lower than shown in the catalogue?

    All prices in the shopping cart and on your email confirmation are shown without VAT. The VAT is added at the end of the transaction. The overall total shows the VAT added to the goods value (unless the product qualifies for ex-VAT pricing) and Delivery charges (for example standard delivery of £4.50 = £3.75 + 75p VAT)

  • Why is there a penny difference between some the prices in the catalogue and on this website?

    This is due to 'rounding' up or down. We have tried to make sure that where the price is different it is a penny lower (rather than being rounded to a penny higher).

  • Why do you show prices with and without VAT?

    The government allows us to sell you some types of products without VAT, if they for your own use at home. If you’d like to buy those products at the lower, VAT-free price, then it’s very easy. All you have to do is fill out the online VAT exemption form at the checkout stage when you place an order on our website, when ordering by telephone please mention you would like the ex VAT prices and advise us of a condition or illness that you have. By post please complete the VAT declaration on the top right of our order form. You don't have to be registered disabled and you don’t need any referral from your GP.

  • Can I claim back the VAT even if I'm buying for someone else?

    Yes, that’s no problem. As long as we have your online VAT Exemption form with the name of the person who will be using it, you can buy for them at the lower, vat-free prices.

  • What's the best way to locate products on this website?

    Our products are split up into categories to help you find appropriate items - for example, if you were looking for socks suitable for a diabetic, our Cotton Rich Diabetic Socks would be found via the category Hosiery & Socks. Click onto the category buttons until you land on the one that most closely matches the sorts of products you are looking for.

    The ‘Search’ facility in the box at the top of the screen allows you to search the entire site by simply entering a relevant ‘keyword’ or if you have our catalogue to hand or a receipt from a previous order, our REF or product code. For example, if you type diabetic into the search box, it will return a list of items that match, such as Cotton Rich Diabetic Socks. Just as with a search engine such as Google, the simpler your keywords, the broader the result. Once you have found your product, click on the product photo or "View Details" box for more details. From this detail page you can also see links to similar products, relevant additional items that may be of interest.

Delivery & Returns

  • What are your delivery and returns charges?

    Delivery costs £4.50 per order of any value to UK mainland. Returns are free. Full details are shown on our Delivery and Returns page

  • Can I return items if I change my mind?

    Yes. Returns are free and we offer a full no-quibble guarantee. All we ask is that you return the items unused, in their original packaging within 14 days. Please note that for hygiene reasons we can only accept returns of incontinence pads if the packs are unopened. 

  • How long does it take for my goods to arrive?

    Orders placed on this website are usually despatched within 24 hours. If you haven't received your parcel within 7 days, please contact us immediately.