Wheelchair Clothing, Footwear, Bags and Gloves Frequently Asked Questions

Contacting Us

Orders can be placed via the website at any time.

WhatsApp: +44 (0)7516 710974

Orders

How can I place an order?

If you would like to buy one of our products, just click on ‘Add to Basket’.

To finalize your order, click on the shopping cart which you’ll find at the top right of your screen.

You’ll then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

What size should I order?

To find your wheelchair clothing size, check our ‘size chart’ which converts your body measurements into the appropriate item size. If you need any help, please send us an email.

Can I change my order?

When you’ve placed and paid for your order, it’s prepared for transport almost immediately (unless stated in the individual product item).

As soon as the status of your order is ‘completed’, you can no longer change your order.

If you wish you can return the entire order or any items that you don’t want using the return and exchange procedure.

Can I choose a different delivery address?

Yes, during check-out, you can choose to ‘Add a new address’ where you can enter a different address than the billing address.

Will I receive a confirmation of my order?

Yes. We’ll send you a confirmation email after receiving your order. If you think that money been taken from your bank account and you have not received a confirmation email, then please check your spam folder. If you have created an account, your order will also be visible on your account page.

How can I track my order?

You can check the status of your wheelchair clothing order on your account page. When your order has been fully processed, the status will change to ‘completed’. When the package is on your way, you’ll receive a shipping confirmation with a tracking link of that shipment.

Please note the tracking link is only activated the moment the carrier has received the package and is subject to the carrier providing Custom Propel® Ltd with the information.

Can I cancel my order?

That depends on the shipping status.

Please contact hello@custompropel.com as soon as possible and have your order number ready.

Once your order has been processed, it can no longer be cancelled.

Are there delivery costs?

We charge £3.95 for deliveries within mainland UK for orders under 1kg.

We charge £6.95 for deliveries within mainland UK for orders under 2kg.

We charge £9.95 for deliveries within mainland UK for orders over 2kg.

We charge £37.95 for deliveries outside the UK Mainland regardless of the package weight.

All orders will generate an email to you with a unique tracking number to see where your order is.

Our aim is that all wheelchair accessories and products on our website will be delivered to you within 3-5 working days. We will contact you if this timescale is going to be longer.

How do I create an account?

Click on ‘Login’ at the top right. Choose ‘Create account’.

Where can I change my details?

You can change your personal details in your Custom Propel® Ltd account. After login, go to ‘My account’ to change your personal information.

I can’t log in!

If you’re experiencing problems trying to log in to the website, please check which error message you are receiving. The most common error is typing in a wrong email address or password. You can always choose to create a new password if you wish.

Can I create a new password?

Click on ‘Forgotten password?’ and enter your email address. In a few minutes, you’ll receive an email with a link to a page where you can enter a new password.

What is the delivery time?

The delivery time for our wheelchair clothing and accessories is approximately 3-5 working days for delivery to Mainland UK addresses.

Worldwide shipping can take between 5-14 days. Please be aware that dispatch may take longer during busy times.

Payment

Custom Propel® Ltd accepts payments via the website using PayPal, Stripe, Klarna and BACS payments..

Full payment must be received by Custom Propel® Ltd prior to dispatching any orders.

Klarna terms and conditions can be found here: Klarna’s UK Financial Promotions Rules

Will I receive an invoice of my order?

Yes, you will. You will receive the invoice after your wheelchair clothing order is processed and the shipment is arranged. We will update you by e-mail with the invoice attached.

General

Where are the General Terms and Conditions?

You’ll find our Terms and Conditions by clicking on the link “Terms & Conditions” at the bottom of each page.

Where is the Privacy Policy?

Click on “Privacy Policy” at the bottom of each page.

Returns

How can I return my order?

Please refer to our Delivery & Exchanges policy

What are the return options?

You can return your online order to our warehouse, the address is:

Custom Propel Ltd

8 Claydon Court, 108 Marine Parade

Worthing

West Sussex

BN11 3QG

United Kingdom

For all ways to return items please fill in the attached return form and put the form back in the return packaging.

When will I receive my money back?

Return payments will be handled asap, but not later than 4 weeks after we received the products back. Please be aware that credit card companies can take up to 7 days extra before the return payment shows on your account.

Can I return an order if I no longer have the original packaging?

Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged during transport. Please make sure to fill in the attached return form and put the form in your return packaging.

Can I exchange an item for another size?

Absolutely! We understand the challenges of finding the perfect fit, although we do the best we can to advise. If you need to exchange any of the products you ordered, just complete the 'Returns Form' that will be enclosed in your original parcel with the exchange details required and return the items to us.

The return postage is your responsibility , but we do not charge for sending out exchange items.

I received a damaged or defective item?

This happens very rarely, but we are human!

Please send an email to hello@custompropel.com and let us know what is wrong.

We will look at the issue and workout a suitable solution as soon as possible.

Wheelchair Clothes, Accessories and Products

How do I choose the right size?

Every product has a unique sizing 'guide' to give you the best chance of an accurate fit. If you have any questions or need some advice, you can always send us an email or a message on WhatsApp.

Design and Production

What is so special on your clothing for wheelchair users / seated people?

Our clothes for wheelchair users are designed for a seated posture. That is special if you are a wheelchair user, because up to now 99.999 percent of clothing is made for standing or walking. The other 0.001% of clothing that could fit you probably forgot about style, performance and looks.

What does this design for a seated posture mean?

It means a lot. It means our wheelchair friendly clothes are not just adapted or improved. Design wise they are truly made from a seated starting point. This ensures a better fit, a better performance, less energy loss and a much better look.

Besides the above, it also means you get ‘at least’ the same standard as ‘high end’ mainstream clothing. For production, we work with the best fabrics, technologies, techniques, machinery and above all, the most awesome people that truly support our case.

So, it means you get a high end product, great fit, fabulous finishing and superb quality, in your wheelchair clothing. If not? Please send it back with your comments and we’ll improve wherever we can.

Can I stand or walk in your wheelchair clothes?

Yes you can, you will surely notice the lousy fit and forever understand why seated people should not wear clothing made for walking or standing. Do not get us wrong, it is absolutely no problem to change from a seated position to a standing or laying in our clothes for wheelchair users.

Where are your products produced?

Our production facilities are in the East. China, Taiwan, Thailand and Laos.

What’s your take on Plastic?

Our wheelchair clothing products are free of single use plastic. Packaging is either a cotton bag or a compostable bag.

What is a compostable bag, can I grow tomatoes in it?

A compostable bag can indeed be used to grow tomatoes, not in it but on it. Our compostable bags are made of organic material and decompose within a year when underground. They are totally harmless to our environment.

Jeans For Wheelchair Users

What makes your jeans so special?

Our wheelchair friendly jeans use a completely new fabric. This material determines the fit, the comfort the feel and the look and we have it specially made, in top-notch Denim Mills in Japan. The trick is that we’ve created a 4 way stretch into our denim. The main objective here is to add stretch in the length of the jeans (where often denim has only stretch in the width) Stretch in the length translates to less friction on the skin, during small but evident movements in your wheelchair. With stretch the skin is better protected at the seating area and the knees.

Another advantage is that our ‘length stretch’ makes it very easy to tune the length of the jeans, No more cold ankles or ‘high tide’ jeans. Hurray!

What else?

The waist of our jeans is in a natural horizontal position when seated, this not only means a much better look, but also a much better fit. Because of the design and fit there is no pressure on the abdominals, this saves a lot of energy or even stomach or intestine problems.

How about the length, you don’t offer length sizes?

As mentioned above, our jeans have stretch in the length direction, adding an extra length size can be created just by pulling down the jeans on the lower part of the legs. Furthermore, our jeans are already adjusted to a seated position. Therefore, the legs are already ‘quite a bit’ longer, compared to ‘normal’ jean

Also, the ankle cuff is a bit skew, we mean they are slightly longer at the backside then the front side. Convenient to keep the ankles warm, even more when if the feet are in a wedged position on the footplate.

What about the seat part?

The seat part is kept as clean and flat as possible to minimize stress on the skin. The back mid-seam is a so called ‘Chino seam’ which is a very flat seam. We’ve done this to prevent bulky denim wobbles that can cause skin problems. Obviously, there are no back pockets and we have limited the amount of belt loops on the back. Last but not least the back yoke (positioned at the lower back) is without inside lining, to keep it thin and comfortable on the skin.

How about side pockets?

Yes there are side pockets and a coin or condom pocket (depends on what you use it for), just like any respectful jeans. The difference is our construction allows you to use the side pockets when seated. We deliberately choose not to put the pockets somewhere halfway up the legs. We want to offer you Denim Jeans, not workwear or MacGyver pants.

Jackets & Pullovers For Wheelchair Users

How is the fit of your jackets and pullovers different?

Our fit is made for a seated posture. Our jackets have many advantages for (active) wheelchair users compared to mainstream clothing ‘made for walking’. If we start top down, our jackets have a hood specially designed for vision when worn, our hood is adjustable to fine tune it and to make sure the hood doesn’t block any of your sight.

Our collar has a 12 degree bigger slope compared to normal jackets. In a seated position, the head moves forwards and thus is a change in collar direction needed to comfortably close around the neck. Done!

We created extra space between the shoulder blades for an extra range of motion of the arms.

The front centre line length is reduced drastically to cancel all excess material that would just sit on the belly and make it look like wearing 20pounds extra.

The sleeves are slightly longer to keep the wrists covered when reaching or hand-biking.

Our pockets are entered from the middle to the side instead of vice versa. This way the pockets are much easier to use and nothing will fall out.

The wrist cuffs and lower arm are slightly more fitted. This is done to make sure the cuffs stay at the wrist instead of sliding down to the hand palms.

Raindek®

The Raindek® is a quick and easy solution for wheelchair users to keep the rain off the legs, crotch and cushion. It’s a rain jacket for the legs. The standard version cuddles the knees and there is a long version that runs up to the ankle. For the long version, we trust you use proper shoes, so we don’t cover the feet on purpose.

The Raindek is made of breathable, wind and waterproof material. Its seams are taped and the product is finished as a high end outdoor garment should be. After use, the Raindek® can be folded into its own pocket to store it nice and dry.

Features

Breathable wind and waterproof material
Taped seams
Welded laser pocket
Laser eyelets and elastic tight rope
Adjustable 20mm webbing with quick release buckles
Reflective logo print
Hanger loop
Silicon Grip print on elastic strap

Wheelchair Bags

How do your wheelchair bags connect to my wheelchair?

Please check our bags carefully, we have items that can be connected to the frame of your wheelchair, regardless of size or shape of the frame tubes. For this you do need to have, or order the care adapter. The care adapter is needed for the Kinetic Balance Rack Pack.

Other wheelchair bag styles such as the commuter backrest bags and the travel backpack are connected to the backrest of the wheelchair, this can be done with 1 large belt loop all over the backrest, or with 2 smaller webbing loops, to each corner of the wheelchair's backrest.

My question is not listed here!

For any questions not answered in this FAQ or website, please send your question to hello@custompropel.com