Frequently Asked Questions

Registration Questions:

My email isn't recognised - why do I need to re-register?
We have upgraded to faster servers to make your experience on an even better one. In order to protect both data security and integrity however, we do require ALL customers to re-register. Thank you for your understanding during this upgrade. This will only need to be done once, next time you visit your log in details will have been securely stored.
Having problems with password reset
If you are having problems with our password reset then please contact us on


Sales Questions:

How do I order?
Orders can only be placed on the website; we do not take telephone orders.
Where is my order?
Please log in to your account and you will see the status of your order.

I am missing some items? We send 2 boxes of couch rolls in one outer box to save on delivery costs. We also pack multiple items in the same box, if you are missing items please contact us.

Can I get a discount?
We offer discounts on some of our products according to volume. The more you buy the more you save!
How do I use a discount code for free delivery?
Enter the code, click apply and then go through the checkout where you will see an option to choose free delivery.
I need a copy of an invoice?
Invoices are sent out with your order confirmation, but if you didn't receive one or need a copy, please log into your account, go to My Orders in your Account Dashboard, click on the order that you require the invoice for and you will see an invoice tab at the top. Click on the tab and then you will see 'Print Invoice' on the right hand side of the page.
How do I return an item?
If you wish to return your item please log into your account. On the left hand-side select Returns, select the order you wish to return and click on return. You can then select the item you wish to return. Once this has been approved you will receive an email with the returns number and address.


Delivery Questions:

Do you offer Free Delivery?
Yes. Free delivery is available on orders over £95.00 excluding vat when using our standard delivery service, for deliveries to UK Mainland only (not including Northern Ireland, Highlands and Islands of Scotland, Channel Islands, Isle of Wight, Isle of Man and Isles of Scilly) . For orders below £95.00 excluding vat the standard 2-3 day delivery charge is £5.95 excluding vat per order.
What are your delivery times and charges?

For UK Mainland deliveries, we offer two delivery options. A standard 2-3 day delivery service with a charge of £5.95 excluding vat. We also offer a premium next working day delivery service for orders placed before 2pm on a working day (Monday-Friday), for a fixed delivery charge of £6.95 excluding vat per order (next day delivery is not applicable to Northern Ireland, Highlands and Islands of Scotland, Channel Islands, Isle of Wight, Isle of Man and Isles of Scilly).

Delivery to Northern Ireland is a Standard 2-3 day delivery service with a charge of £9.95 excluding vat.

For orders where delivery is outside of the UK, delivery charge is based on the items weight. You can get an estimate of your shipping costs by adding your products to the basket and then using the Estimate Shipping and Tax box underneath the Shopping Cart.

Please note Standard 2 - 3 day delivery is to mainland UK only but excludes Highlands and Islands of Scotland, Channel Islands, Isle of Wight, Isle of Man and Isles of Scilly. Delivery charges and times for these areas will be notified within the checkout

Does next day delivery really mean next day?
Yes it does! Our premium next working day delivery service applies to UK Mainland only (not including Northern Ireland, Highlands and Islands of Scotland, Channel Islands, Isle of Wight, Isle of Man and Isles of Scilly) for orders placed before 2pm on a working day (Monday-Friday) and delivery is the next working day. Orders placed on a weekend Saturday-Sunday will be delivered on a Tuesday, orders placed on a Friday will be delivery on the Monday.
Do I have to sign for delivery?
When delivery of Goods has been made, you will need to sign a “Proof of Delivery” document to confirm receipt of your goods. The customer is responsible to check the number of packages delivered corresponds with the number stated on the delivery note. If any discrepancy occurs or, evident damage to the packaging, you must note this on the “Proof of Delivery” or refuse delivery of goods. It is the responsibility of the customer to check and count all parcels/goods before signing any accompanying delivery note. Errors cannot be corrected afterwards.


Couch Roll Questions:

How wide are the couch rolls?
The couch rolls are 20" wide and come in lengths of 40 metres and 50 metres.
Why do the perforations sometimes not match up?
This is because there has been an extra single sheet wound on to the roll. If you separate the 2 ply and un-wind one layer back to the perforations and tear off, the perforations will match.
What is the difference between eco-friendly and recycled?
Our couch rolls are termed as 'eco-friendly', meaning that they are sourced from managed forests, with little use of bleach. White recycled rolls use a lot of bleach in order to produce a satisfactory colour, whilst coloured recycled rolls only use little bleach. Pure paper is also smoother and can be wound more tightly on the roll, allowing for less packaging to be used. The eco-friendly rolls appear to be smaller than the recycled rolls but have the same amount of paper on them.
The couch rolls seem smaller in diameter than I'm used too?
At we are very environmentally aware and try whenever possible to reduce our impact on the environment. With this in mind, we wind our couch roll paper onto the core of the roll as tightly as possible, whilst still using the same amount of paper. This enables us to minimise the packaging materials we use by approximately 15%, therefore reducing our environmental footprint. When shipping orders we endeavour to pack 2 cases of couch rolls into one outer box to minimise the environmental impact of transportation and to also assist our customers with more efficient parcel tracking.


Gel Questions:

Is there salt in the Gels?
There is no salt in any of our Gels.
Which Gel do I need for a cavitation machine?
We recommend you use Ultrasound Gel.
What is the difference between your blue and clear ultrasound gel?
There is no difference between the different coloured gel types, it is purely down to the user or sonographer's preference.
How do you decant the gel from a Cubitainer?
The method of decanting is to pull the neck out of the Cubitainer, turn it on its side, hold the refill bottle to the Cubitainer spout and gently apply pressure on the side of the Cubitainer.
What are the ingredients of Ultrasound Gel?
The ingredients are: Deionised Water, Carbomer, Triethanolamine, Monopropylene Glycol, Methylchloroisothiazolinone & Methylisothiazolinone .


Technical Issues

If you are experiencing technical issues, please delete history from your browser including deleting cookies which should solve any problems. If you are still experiencing technical issues, please call us on 0844 873 6163 or email us


Contact Us

You can contact us by the following methods:

Telephone: 0844 873 6163


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