FAQs

Ordering

1. How do I place an order?
Simply browse our website, add your chosen items to the basket, and proceed to checkout. You can choose to check out as a guest or create an account for a faster experience next time.

2. How can I check the status of my order?
If you have an account, you can view the status of your order in the My Orders section. We'll also send you confirmation and dispatch emails to keep you updated.

3. Can I change or cancel my order once it’s been placed?
We aim to dispatch orders as quickly as possible, but if we are able to catch it in time, we can process a cancellation for you. If your order has not yet been picked for dispatch, please contact us via our Contact Us form with the subject line Order Cancellation, including your order number. We will do our best to action your request in time.

If the order has already been dispatched, you will need to return it to us at your own cost before we can issue a refund.

4. Can I add items to an existing order?
Unfortunately, once an order has been placed, we are unable to add additional items. You will need to place a new order for any extra products you wish to purchase.

5. What should I do if I’ve entered the wrong delivery address?
Please contact us immediately via our Contact Us form with the subject line CHANGE OF ADDRESS and include your order number. If your order hasn’t yet been dispatched, we’ll do our best to update the address. If the order has already been sent, we’ll need to wait for it to be returned before issuing a refund.

6. I didn’t receive a confirmation email – has my order gone through?
Please check your junk or spam folder. If there's still no sign of it and you're unsure whether your order was successful, contact our customer service team via the Contact Us form with the email address and name used at checkout.

7. What if I no longer need my item?
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

• The item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging.
• You’ll need the receipt or proof of purchase.

Please see our Returns/Refund Policy page for further information

Delivery & Shipping

1. What delivery options do you offer?

All of our items are stored in the UK and dispatched same working day if ordered before 12pm of your order being placed Monday - Friday unless otherwise stated on the product page.

Some items are dispatched directly from our partners and may incur an additional handling time of 1-3 working days. This will be clearly stated on each individual product page.

Orders Under £99

Method	Delivery Time	Cost
Standard	2-4 Working Days	£9.99
Next Working Day	Next Working Day	£14.99

Orders £99 and Over

Method	Delivery Time	Cost
Standard	2-4 Working Days	FREE
Next Working Day	Next Working Day	£14.99

All orders are dispatched via EVRi or an alternative trusted courier, at our discretion, to ensure the most efficient delivery service available. All orders are sent using a tracked delivery service for your peace of mind. Once your order has been shipped, you will receive a tracking number so you can follow your parcel’s journey every step of the way.

Please see our Shipping Policy page for further information

2. My Item Arrived Damaged, What Do I Do?
Please inspect your order upon reception and contact us immediately if:

• The item is defective.
• The item is damaged.
• You received the wrong item.

Please see our Returns/Refund Policy page for further information

3. Why Does My Item Have Additional Days Added For Dispatch?
Some items are dispatched directly from our partners and may incur an additional handling time of 1-3 working days. This will be clearly stated on each individual product page.

4. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking information. You can also check the status of your order in the My Orders section of your account.

5. My order hasn’t arrived – what should I do?
If your order hasn’t arrived within the expected timeframe, please check the tracking link first. Occasionally, delays may occur due to postal service issues. If your order was sent via Standard UK delivery, we must allow 7 working days before we can raise a claim with the courier and offer a replacement or refund.

Please see our Shipping Policy page for further information

Payments

1. What Payment Options Are Available?
We accept payment by most major debit and credit cards, as well as via PayPal. Customers also have the option to pay using Apple Pay & Google Pay. Unfortunately, we do not accept cheques or cash payments.

2. I’ve been charged twice – what should I do?
If you notice a duplicate charge, please contact us via the Contact Us form and include details of both transactions. We’ll investigate and arrange a refund for any duplicate payment that has been received.

3. Can I pay in instalments?
Unfortunately, we do not offer payment in instalments at this time.

4. Why was my payment declined?
There could be several reasons your payment was declined, including incorrect card details, insufficient funds, or a block by your bank. We recommend contacting your card issuer for further clarification.

Account & Login

1. Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track your orders, view your order history, and manage your details more easily.

2. I’ve forgotten my password. What should I do?
Click on the Forgotten Password? link on the login page and follow the instructions. You’ll receive an email with a link to reset your password.

3. How do I change my account details?
Log in to your account and go to the Account Details section. From there, you can update your name, email address, password, and contact information.

4. Can I change my email address?
Yes, you can update your email address by logging into your account and editing your profile information under Account Details.

5. I’m having trouble logging into my account. What should I do?
First, double-check your email and password. If you’re still unable to log in, try resetting your password. If the issue continues, please contact our customer service team via the Contact Us form.

6. How do I delete my account?
If you’d like to close your account, please get in touch with our customer service team through the Contact Us form. Please note that this action is permanent and cannot be reversed.

7. Is my personal information secure?
Yes, we take your privacy seriously and use industry-standard security measures to protect your personal data.

For more details, please see our Privacy Policy.

Product Information

1. Where can I find more details about a product?
Each product page includes key information such as dimensions, materials, colours, and care instructions. If you require any further details, please contact our customer service team via the Contact Us form.

2. Are the colours shown on the website accurate?
We make every effort to ensure that product images and colours are displayed as accurately as possible. However, variations may occur due to differences in screen settings and lighting.

3. Do your products require assembly?
Some items may require minimal assembly. If so, this will be clearly stated on the product page, along with any tools you may need. Instructions are always included with the item.

Customer Support

1. How can I contact your customer service team?
At Online Mobility Store, we’re here to assist you with any questions or concerns.

Feel free to reach out to us using the Contact Us form or send an email to info@magnaretail.co.uk

2. Chat with us
You can use the Chat option on our website, where a member of our team will be happy to assist you with any further questions you may have.

3. What are your customer service hours?
Our customer service team is available Monday to Friday, 9am to 5pm (excluding bank holidays). Messages received outside these hours will be responded to on the next working day.

4. How long will it take to receive a response?
We aim to respond to all enquiries within 24 hours. During busier periods, it may take a little longer, but we always strive to assist you as promptly as possible.

5. I haven’t received a reply to my message – what should I do?
Please check your junk or spam folder, as replies can sometimes be filtered there. If you still haven’t heard from us within 48 working hours, feel free to follow up via the Contact Us form and include your original message for reference.