Frequently asked questions

Delivery

What are the delivery options in the UK?

The delivery options in the UK are:

UK Standard: 2-5 working days (Order by 2pm) - £4.99

UK Express: 1-3 working days (Order by 2pm) - £9.90

Same working day courier delivery: only available within London, UK - £25. Order by 12pm.

Do you ship to other countries?

We have worldwide shipping.

Ireland – Delivery is charged at a flat rate of £9.90

Europe – Delivery is charged at a flat rate of £9.90

United States – Delivery is charged at a flat rate of £17.75

Canada – Delivery is charged at a flat rate of £17.75

Rest of the world – Delivery is charged at a flat rate of £24.90

How long does international delivery take?

Ireland – Shipping is typically within 3 working days

Europe – Shipping takes a minimum of 5 working days

United States –Shipping takes a minimum of 5 working days

Canada – Shipping takes a minimum of 5 working days

Rest of the world – Shipping takes a minimum of 5 working days

What happens if there are additional costs at customs?

In most cases, your delivery fee will cover the full cost of delivery. If there are additional costs incurred at customs, you will be contacted by the delivery service provider with details of the amounts and how to pay.

I won't be in when my delivery arrives, what can I do?

In this instance, you can write a delivery note on your order stating where you would like the order to be left, with a neighbour or in a safe place. You will not need a signature if you have stated a safe place for the order to be left.

I haven't received my order, what can I do?

If you have not received your order, please track using the tracking number and link that was sent in your confirmation email. If you cannot determine where your order is, please call our Customer Services on 020 7351 0488 or email us at help@macom-medical.com.

My billing address is different to my delivery address, is that ok?

Yes, you can change the delivery address once you place an order. However, it is imperative that the delivery address is correct.

I want to go to your shop and try a garment on, where is it?

Unfortunately we are just an online store so we do not have a shop where you can try garments on. We do not hold any stock in our London office. We also have a 14-day return or exchange policy so you can order and try on garments in the comfort of your home.

Please be aware that in order to receive an exchange or refund, the garment returned has to match all the requirements listed on the form of your Dispatch Note, or you can check them here.

Can I buy a garment and collect from you?

We do not hold any stock in our London Office so all orders will need to be delivered from our warehouse outside of London.

Products

Do I need a second stage garment?

You will need a second stage garment for 6-8 weeks after your surgery. However this decision varies from patient to patient so it is best to ask your surgeon exactly when he thinks you should begin wearing your second stage garments.

When should I start wearing my second stage garment?

You can wear your second stage garment 6 to 8 weeks after your procedure.

How do I wash my garments?

All macom products should be washed by hand, at a maximum temperature of 20°C. They should be air dried.

Bleach and fabric conditioner should never be used on the products.

Do not tumble dry, iron or dry clean the garments as this may lead to permanent alteration of their shape and a loss of elasticity.

Do not remove stains with solvents.

Returns

How quickly will my exchange be processed?

Allow 2-3 working days from receipt of goods for Refunds and Exchanges to be processed. If your Exchange is urgent specify on Return or Exchange Form and Customer Services will call on receipt of goods. Please allow 2-5 working days to receive your exchange. If you require an urgent exchange, please call our Returns Department on 020 7351 0488 and they will be able to upgrade your delivery to a next day return for a small charge of £4.91.

I sent back my return the day before my 2 week period runs out, is that too late?

As long as your return is postmarked within 14 days of you receiving your order, you are still eligible for a refund or exchange.

I still haven't received my refund, what do I do?

Once your refund has been processed, you will receive a confirmation email. The money can take up to 14 working days to be seen in your statements. If it is past the 14 working days and you still haven’t received any money, please call the Customer Services on 020 7351 0488 or email us at help@macom-medical.com.

I want to exchange my garment for a cheaper one, am I going to be refunded for the difference?

As long as the garment fits all of our returns criteria on the Returns form, you will be issued a refund for the difference in price.

I want to exchange my garment for another one but it's more expensive, what do I do?

Please state on your Returns form which garment you would like to exchange for and one of our Returns Department will contact you for the extra payment to be taken.

I bought your product, but it is too small, can I exchange even though I removed the tags?

Unfortunately you are not able to send back any items for return once the tag has been removed.

I have bought my garment 28 days ago, can I still exchange it?

You can only exchange your garment after the 14 day period regarding that every other aspect of the returns conditions. These include the garment to have not been worn or soiled. The tag must still be attached and the garments must be folded and returned in original packaging.

If I paid on PayPal, will my return go to my PayPal?

Your return will be sent back to your PayPal. It can take up to 14 working days to go back to your account. If you have not received it after 14 working days, please call the Customer Services on 020 7351 0488 or email us at help@macom-medical.com.

Orders

I haven't received an email confirmation but my money has been taken out of my account, what do I do?

Please check your spam/junk folder as the confirmation emails can go there sometimes. If you are unable to find it, please call our Customer Services on 0207 351 0488 or email us at help@macom-medical.com

How do I track my order?

You will receive your tracking number once the order has been dispatched. Please check your email.

I have just placed an order but I want to add more garments to it, can I do that?

You can place a new order and let us know by calling our Customer Services on 0207 351 0488 or emailing us at help@macom-medical.com. We will refund the postage for the second order. Please note that we are only able to refund your second delivery charge if the first order has not been dispatched.

The garment I want is not in stock, can I preorder?

You cannot preorder online, but our stock is usually replenished every 10 days so you should not have to wait long for your order.

I have 2 discount codes but the website is not letting me put them both in?

We can only accept one discount code at a time. Our system will not allow you to add more than one code.

Fitting & Sizing

How tight my garment has to be?

Your garment should be as tight as possible without causing any discomfort or pain, the compression should alleviate your pain and not cause any.

How does my garment fitting me now will fit me after surgery? Won't it be big on me?

If your garment fits you before surgery, it will fit you after surgery. Your post surgical swelling will be accommodated therefore the garment will fit. As soon as your swelling goes down you can ajdust the fasting to a tighter set.

My garment is too comfortable; do I need a smaller one?

Your garment should feel comfortable but still feel compressive. The best option to ensure that you have the best fitting garment is to order the size smaller and try them both on then send back the incorrect fitting garment for an exchange as you will need two, one on and one off.

What measurement do you need to take for my garment?

For most of our garments, we will need your waist and hip measurements. We always recommend trying on your garment before your surgery, as it will fit after surgery if it fits before.

I’m a size 10, what size garment will I need?

Our garments are measured by your waist and hip measurements. Because our garments are designed to be compressive, our sizing is very specific which is why we need to exact measurement. If you have no way to find out your measurements, we suggest ordering 2 sizes and sending back the incorrect size for an exchange.

Faulty or Incorrect garment

My garment is faulty, what do I do?

If your garment is faulty, please send an email to help@macom-medical.com with a photo of the faulty part of the garment attached. Please include your full name and order number.

Can I get a refund on my faulty garment?

If you have a faulty garment, please email help@macom-medical.com and our customer services department will get back to you as soon as possible.

I received a different order than what’s on my delivery note?

In this case, please send an email to help@macom-medical.com with your name, order number and your incorrect order. We will contact as soon as possible to resolve your issue.