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No. You can order as a guest in a couple of minutes. We only ask for what we need to send your parcel and keep you updated.

We email you a confirmation straight away. If it has not arrived within a few minutes, check your junk folder — that is where it usually is. If it is not there either, message us and we will confirm it by hand.

Yes, as long as it has not been dispatched — so message us as soon as you can. Once a parcel has left with the carrier we cannot change the address or recall it. If you only spot the problem later, we will sort out a refund.

All the major debit and credit cards, plus Apple Pay, Google Pay and Shop Pay. The options you can use are shown at checkout.

Yes. Payments are handled by the payment provider, not by us. We never see or store your full card number — only the last four digits and whether the payment succeeded. We will also never ask you for card details by email or WhatsApp. If anyone claiming to be us ever does, it is not us.

No. The price at checkout is the final price — no handling fee, no customs charge, nothing at the door. If anyone ever asks you to pay something on delivery of an Elmwell parcel, do not pay it and tell us immediately.

We dispatch within 1 to 3 working days. After that, Free Delivery takes 3 to 7 working days and Express Delivery takes 2 to 6. So in practice a free order usually reaches you between four and ten working days after you place it.

Free Delivery is free on every order, with no minimum spend. Express Delivery is £5.87 and is chosen at checkout.

The United Kingdom only — England, Scotland, Wales and Northern Ireland. We do not ship anywhere else at the moment.

Yes. Every order is tracked, and we email you the tracking number as soon as it is dispatched. If that email has not arrived within three working days of ordering, check your junk folder and then message us.

Our parcels are small and most go through a letterbox. If yours will not fit, the carrier will leave it somewhere safe, leave it with a neighbour, or post a card telling you how to rearrange delivery or where to collect it.

Send us your order number and we will chase the carrier for you — you do not have to do that yourself. If the parcel has genuinely gone missing we send a replacement or refund you in full, whichever you prefer. Anything that happens in transit is our problem, not yours.

You have 60 days from the day it arrives. Tell us it has not helped and we refund you in full. There is no form to fill in and you do not need to give a reason.

No. You keep the product. We do not ask you to post anything back and we never charge return postage. One message is all it takes.

No. The 60 days are there so you can actually wear the thing rather than keep it in a box. The only things we cannot refund are a product damaged after it reached you — cut, torn, machine washed, dried on a radiator — or a claim made after the 60 days are up.

We process it within 2 working days of agreeing it. After that it is with your bank, and card refunds usually show up within 5 to 10 working days. If it has been longer than that, message us and we will send you the refund reference so your bank can trace it.

Send us a photograph of the item with your order number within 30 days. We will replace it or refund you in full, whichever you prefer. You will not be charged and you do not need to post it back.

Each product page says exactly what that product is for — which spot it acts on and which kind of ache it is made for. If you are not sure after reading it, message us before you order rather than after. We would far rather talk you out of the wrong thing than sell it to you and refund it a month later.

No. They are supports. They work mechanically — by taking load off a particular place, or by applying light or compression to it — and they do not diagnose, treat, cure or prevent any condition. They are not medicines and they are not medical treatment.

Our products are not a replacement for anything you have been prescribed or advised to do. Keep following your treatment and do not stop or change it because of anything you read here. If you are being treated for a circulatory or nerve condition, or you are not sure whether a support is sensible in your case, ask your GP or physiotherapist first.

If the pain is severe, if it came on after an injury, if the joint swells, locks or gives way, or if you have lost feeling in the limb. Those are not the things a support is for, and you should get them looked at rather than spend money with us or anyone else.

Our supports adjust rather than pull on, which is the whole point — they fit larger limbs properly, which most do not. Each product page explains how that particular one fastens and adjusts. And if one genuinely does not fit, that is what the 60 days are for.

We sell targeted health and mobility supports — products built to act on one spot rather than wrap a whole joint. Most of what is sold in this category covers everything and misses the place that actually hurts. We think that is the wrong idea, and everything we sell is chosen on how precisely it works.

WhatsApp on +44 7418 350141 or email support@elmwell.co.uk. WhatsApp is quickest; email is better if you need to send a photograph. Either way a person reads it and replies within one working day. We do not take phone calls on that number — messages only.

No. We only send marketing email if you have asked for it, and there is an unsubscribe link in every one. Emails about an order you have placed are separate and you will get those regardless, because you need them.

We use it to take your order, deliver it, and answer you — and, if you agree to advertising cookies, to measure our adverts. We do not sell your data. Our Privacy Policy sets out exactly what we hold, who else sees it, how long we keep it and what you can ask us to do about it.