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Bring together the best adaptive brands in the world

Delivery & Returns

Delivery/Returns/Exchanges

We understand that it can be difficult to get the right size, so we try and make the process as easy as possible. 

If you follow the size guides on the individual product pages, you shouldn't go far wrong, and if you need to order multiple sizes then this is also fine - just return the items you do not need. 

We offer free exchanges on all products - you will be responsible for returning any products to us, but we will send out the replacement item(s) at no additional cost to you. 

The official detail is all below - but it really is quite straightforward!

 

Standard (UK) delivery costs

Standard (0kg-1.5kg UK Delivery - £6.95

Large item (1.51kg-5kg) UK Delivery - £9.95

Shipping for small items under 0.6kg can be reduced to £3.95 on a Royal Mail 1st Class service.

Our aim is that all wheelchair clothing, wheelchair shoes and wheelchair accessories 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 and some product pages may state a lead time if they're not in stock. 

Custom Propel® will provide tracking details at the point of dispatch.

Standard delivery to Republic of Ireland

Standard Delivery to Ireland costs £13.99

Delivery timescale will be dependent on courier service, dispatched from UK within 3-5 working days.

Custom Propel® will provide tracking details at the point of dispatch

International Delivery

Standard Delivery to the rest of the world - £39.95

Delivery timescale will be dependent on courier service, dispatched from UK within 3-5 working days.

Custom Propel® will provide tracking details at the point of dispatch

Returns

How can I return my order?

You can return an article up to 30 days after receiving it.

The items you wish to return must only be fitted, not worn or washed. Of course, we are happy for you to try the items on, to see whether they fit and meet your expectations.

When returning products, make sure to keep their original labels on and send them back in their original packaging where possible. Fill in the Returns Form that came with your order and put it in the packaging with the items you wish to return.

On the supplied returns form, please mark which item(s) you are returning or exchanging. Make sure to always enclose the returns form within your parcel or we may not be able to identify the order. 

We will process your return for a replacement or refund as soon as we have received it, please allow up to a maximum of 4 weeks for a refund to be processed. As soon as we have registered your return, we will send you a conformation email.

For refunds, we will credit your original payment method minus postage fees originally charged.

For exchanges, we will send out the replacement items to you at no further cost. 

 

What are the return options?

You can return your online order to:


Custom Propel® Ltd
Allen's Yard 
Nyton Road
Aldingbourne
West Sussex
PO20 3UA

Please ensure that a returns form is completed for all returns and included within the parcel. 

If you can't find the returns form that was sent with your order, please email us at hello@custompropel.com

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 an additional 7 days before the return payment shows on your account.

You will receive an email confirmation once the refund has been processed. 

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 returns form and put the form in your return packaging.

Can I exchange an item for another size?

Absolutely! We know that out products are unique and the fit can sometimes be tricky, especially when ordering online. 

Please just complete the Returns Form that was enclosed with your original orders and tell us the size you require, and send the item(s) back to us in the original packaging (if possible) and with the tags. 

We will then sent out your exchange item with no further postage costs. 

I received a damaged or defective item?

We don't expect this to happen as we have a strict quality control process.

In the unlikely event that an item is damaged or defective, please send an email to hello@custompropel.com and let us know what is wrong. If you can attach some pictures this would help us greatly. 

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