Coronavirus (COVID-19) Update 25/03/2020

We would like to assure all of our customers that DS Medical has acted on all current Government Coronanvirus (COVID-19) advice and precautions. The DS Team fully adheres to a strict hygiene programme, as recommended to all. Our utmost priority is to continue to provide the very best service to our customers, especially in this global time of need.


Service Levels

**Due to increasing online demand we have suspended our Next Day Timed & Saturday delivery options as we cannot guarantee these services.  Standard delivery is still available.**

Retail Store: We have taken the precaution of closing our Lee-On-Solent retail store to visitors until further notice to protect staff and visitors. We will review all future official health recommendations and re-open when the time is safe to do so.

Website: As of 25/03/2020 we are still accepting and processing website orders as normal.  Where our website indicates we have stock we will do our utmost to dispatch on the same day.  In these exceptional times, we reserve the right to despatch standard delivery orders on the next working day.

Phone Lines: Due to exceptional demand we are unfortunately unable to take telephone orders, or complex phone calls.  We ask that you submit any enquiries here:https://www.dsmedical.co.uk/contact-us-i3 or order through our website.

Deliveries: We are still receiving daily Royal Mail and DHL courier collections and dispatching orders as normal, although we have suspended our Next Day Time & Saturday delivery services. We can longer guarantee enhanced delivery options.  Where we are aware beforehand of any issues affecting delivery, we will notify you. Due to the recent Government announcement we are aware that some deliveries could be affected by regional courier staff levels.  This is particuarly the case if you have re-directed a delivery to a "Local Parcel Shop" that may now be closed, or have staffing issues.  In this instance we would recommend contacting your local delivery depot.


Common Questions:

Do you have any face masks, hand sanitiser, thermometers, Braun thermometer probe covers, disinfectant wipes in stock?

Our website gives an indication of our in-stock products. If you require an out-of-stock product you have the option to sign up to an email stock notification list through the particular product page.  We would recommend you to do this so that you can receive an email alert as soon as stock arrives.

We have placed a number of stock orders with our suppliers and these remain outstanding.  Unfortunately, we have no current indication when we might receive them. Any customer signed up to our out of stock product list will automatically be contacted by email when stock is available to order on the website.

I’m self-isolating. What delivery precautions are available to me?

We ask that you make a note of your self-isolation status in the order notes section when you place your order online. Our delivery choices will remain in place to ensure that consumers can arrange deliveries to suit them, whether selecting a safe place for our courier driver to leave the parcel, or arranging to collect from a local DHL ServicePoint.

For consumers who want to accept deliveries at home but are self-isolating and minimising physical contact, a new delivery type description ‘Accepted at Delivery Point’ is now available. On arrival at the delivery address, our driver will knock or ring the bell and will then step away to a safe distance. If the consumer advises that they wish not to sign on the scanner, the driver will ask for their name and record ‘Accepted at Delivery Point’, and then take a photo of the premises on the scanner.

If a consumer is unable to come to the door, a calling card will be left advising of alternative delivery options. A friend or family member can collect the parcel from either the local DHL depot or ServicePoint. They will just require the calling card, and ID for themselves and the person they are collecting on behalf of.

Where is my order/ I have a problem with my order?

We issue courier tracking details with all orders at the point of despatch which will enable you to follow the progress of your order.  We dispatch using Royal Mail & DHL with next day* (*not available in some geographical areas). 

In the first instance we would recommend logging into your account to check the status of you order, or checking your dispatch and tracking emails for courier information.  If for any reason this isn’t possible, please contact us using our web contact form here: https://www.dsmedical.co.uk/contact-us-i3.

Can I collect my order?

The team at DS Medical are following a strict hygiene programme, as recommended by the Government and Health Advisors.  To protect our team and our customers we have removed the option to collect orders.

Can I place bulk orders?

Our website will only allow bulk ordering if we have sufficient stock.  In some instances to make it fairer for all customers, we operate a maximum purchase limit to some products.  In this instance we advise you to contact us by email, or via our website contact us form here: https://www.dsmedical.co.uk/contact-us-i3. We will review your enquiry and contact you as soon as we can.

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