Question 1

Who can open a Direct Comfort account?

Accepted Answer

UK businesses that resell or use our products — pharmacies, health and beauty shops, hair and scalp clinics, salons, opticians, care homes and clinics. There's no registration requirement; we read every enquiry and approve accounts by hand.

Question 2

Is there a minimum order?

Accepted Answer

Yes — £50 net per order.

Question 3

Can I see prices before I apply?

Accepted Answer

No. Trade prices are only visible to approved trade accounts, so you'll need to apply and be verified first.

Question 4

How is pricing shown?

Accepted Answer

Once your account is approved, you'll see the RRP and your trade margin shown clearly on every product, so you always know what you're paying and what you can expect to make.

Question 5

Do prices ever change?

Accepted Answer

Yes, occasionally — for example due to supplier price changes. We'll always show the current price before you confirm an order.

Question 6

Are there any promotions?

Accepted Answer

From time to time, yes — for example a launch offer on Hycosan Extra or Hycosan Intense. Current offers are shown on the relevant product pages.

Question 7

Do you charge VAT?

Accepted Answer

No. Direct Comfort is not VAT registered, so no VAT is charged on any order.

Question 8

How is my order delivered?

Accepted Answer

By Royal Mail Special Delivery Guaranteed by 1pm, signed for, on every order. See [Delivery](/delivery) for full details.

Question 9

Do you deliver across the whole UK?

Accepted Answer

Yes. We're rolling out first across Lancashire and Greater Manchester, but we deliver UK-wide.

Question 10

Can I return products I've ordered by mistake?

Accepted Answer

We're not able to accept returns on correctly supplied medical and hygiene products, unless they're faulty. See our [Returns policy](/returns) for full details.

Question 11

What if something arrives damaged or is missing from my order?

Accepted Answer

Let us know within 48 hours of delivery and we'll sort it — a replacement or a refund, as appropriate. Contact orders@directcomfort.co.uk or call 07836 794666.

Question 12

Is everything you sell genuine?

Accepted Answer

Yes. We source genuine stock in the UK.

Question 13

Do I have to pay upfront?

Accepted Answer

New accounts pay upfront, by bank transfer or card payment link, before we despatch.

Question 14

Can I get credit terms?

Accepted Answer

Established accounts may be offered credit terms of 7, 14 or 30 days, along with a credit limit, at our discretion. Speak to your account manager about eligibility.

Question 15

What do you check when I apply?

Accepted Answer

We review your enquiry by hand before approving your account. There's no registration or membership requirement.

Question 16

What happens if my application is rejected?

Accepted Answer

We'll email you to explain why. You're welcome to get in touch if you think something's been missed — contact orders@directcomfort.co.uk.

Question 17

Can you recommend a product for a specific patient?

Accepted Answer

Our team can talk you through our product range, but we can't give clinical or medical advice. If you're unsure whether a product is right for you or for someone in your care, please speak to a pharmacist, optometrist or doctor, or contact the manufacturer.

Question 18

Who do I speak to about my account?

Accepted Answer

Edward Spencer is your account manager. Call 07836 794666 or email orders@directcomfort.co.uk.

Frequently asked questions

Ordering

Pricing

VAT

Delivery

Returns and damaged goods

Expiry dates and authenticity

Credit terms {#credit-terms}

Account approval

Product advice

Contact

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