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Frequently Asked Question

Purchasing Always Discreet

  • Who are TDG Commerce? TDG Commerce is a company registered in the UK that manages the alwaysdiscreet.co.uk online shop to sell online Always Discreet products to consumers.
  • Which payment methods are accepted? Payment methods available are Paypal, Visa and Mastercard (both credit and debit card), American Express and wallet payments (eg Applepay, Google pay etc).
  • Will you store my payment details? No means of payment details are stored by us. Means of payment details are processed by Stripe for the purpose of the transaction and are stored for the time needed to complete the purpose for which it was collected or as required by law.
  • Do I pay for VAT? In line with UK tax regulations, for incontinence pads and pants, VAT is applicable at 0% if you buy less than 200 disposable pads and/or pants and you are purchasing these incontinence protection products for yourself or a member of your immediate family for personal use. For more information, please see our sales terms.
  • When will I be charged?
    • For Regular Home Delivery: After you’ve signed up for a regular product delivery and provided your payment details, payment for the first order will occur as soon as you place the order. Your payment details are saved in your account (but not stored by us – See Question ‘will you store my payment details’). For the subsequent delivery, you will receive an order confirmation and the total amount of the order will be charged to the debit or credit card that you provided and was saved.
    • For one-off purchases: Your payment will be processed as soon as you receive the order confirmation from us.
  • How can I change my payment card details? You can easily change your payment details:
    • For Regular Home Delivery: Log into your account and go to Subscriptions
      1. Click on the edit button on the top right
      2. Select Update Payment Method
    • For one-off purchases: Log into your account and go to Account Settings and select the tab Payment Methods
  • How can I change my address?
    • For Regular Home Delivery: Log into your account and go to Subscriptions
      1. Click on the edit button on the top right
      2. Select Update Shipping Address
    • For one-off purchases: Log into your account and go to Addresses. You can manage all your addresses here.
  • Can I return my order? We are sure you will love Always Discreet but in the event you have changed your mind or are unhappy, please get in touch with our team via the contact us page for information on how to return your product. More information can be found within the MyAlwaysDiscreet Terms and Conditions.

Regular Home Delivery

  • What is our Regular Home Delivery service? We want shopping for Always Discreet to be as simple and hassle-free as possible and our Home delivery service allows you to easily set-up regular orders and delivery of the products you need from MyAlwaysDiscreet. This way, you never need to worry about running out of product as the orders will be placed automatically. Why not give it a try?
  • How does this work? When selecting your products on the site, you choose how often you'd like to receive your Always Discreet products. You can choose between receiving them every month, every 2 months or every 3 months. You simply select the frequency from the drop-down box. Then checkout as you usually do - you will be asked to create an account, enter your shipping and payment information to complete your purchase and we will take care of the rest. Your next order of Always Discreet will automatically be placed based on the frequency you selected. All this without having to remember to go out and buy new products! We are sure you have lots of other things to remember so let us take one thing off your list. If you are going on holiday or still have enough product at home, you can skip a delivery on one or several occasions. And no worries, you can also cancel at any time in your account section. Please see our sales terms for more information and our Team is available to support you if you have any questions.
  • How much will it cost? There is no cost to set up a regular deliveries. The prices stated on the website are the prices you will pay with some delivery charges depending on your order. In addition, as a thank you for signing up to regular deliveries with us you benefit from a 10% discount on every pack vs. one-off purchases. There are no additional fees and no minimum term contract.
  • Do I need an account? Yes, Regular Home Delivery is only available to registered users of MyAlwaysDiscreet. To set up automatic ordering, we need all the details of your order and which card to use for the payment. These details are saved within your profile in MyAlwaysDiscreet. It’s easy to set-up an account and only takes a minute or so. Click this link to set-up an account today.
  • Which products can I get on Regular Home Delivery? All products available on our site, pads and pants, are available for Regular Home Delivery. You can also choose a combination of different products.
  • Can I purchase without Regular Home Delivery? Yes you can!
  • How do I view my Regular Home Delivery? Log in to your account and click on the subscriptions tab.
  • Can I skip a delivery? Yes, if you are going on holiday or still have sufficient product at home, you can simply skip a delivery.

    To do so, log into your account.

    1. Click on the Subscriptions tab
    2. Click on the edit button on the top right
    3. Select “Skip Recurrence”
  • If on the contrary you find yourself running low on product, you can advance a delivery. To do si, log into your account

    To do so, log into your account.

    1. Click on the Subscriptions tab
    2. Click on the edit button on the top right
    3. Select "Ship Now"
  • Can I change the frequency of my Home Deliveries?  Yes, you just log into your account.

    To do so, log into your account.

    1. Click on the Subscriptions tab
    2. Click on the edit button on the top right
    3. Select “Edit subscription” and change to the frequency you want!
  • Can I cancel my Regular Home Delivery? Yes, when you sign up there is no commitment, so in your account section you can easily cancel your Regular Home Delivery at any time. To do so, log into your account.
    1. Click on the Subscriptions tab
    2. Click on the edit button on the top right
    3. Select “Cancel subscription” and you are done!
  • Will I receive notification about my next order? Yes. You will receive an email letting you know that your automatic order will be placed in a few days. You do not need to do anything but if you want to cancel the order, you will need to do so 3 days before the payment and the delivery is due to take place. Once the order is placed, your card will be charged, the order cannot be cancelled.
  • How long do the Regular Home Deliveries last? This is up to you! As long as the Myalwaysdiscreet.co.uk site is available, your regular deliveries will run until you cancel them. You will receive regular emails that keep you up to date on the progress of your automatic orders.
  • When will I get my order? After you have placed your first order and set-up Regular Home Delivery, your next Home Delivery order will be at the frequency you requested. So, if you set-up ‘monthly’, your first automatic order will be a month from the date of your first order.

Delivery

  • How will my products be delivered? Your products will be delivered by UPS within 48 hours of receiving an order confirmation email. Your products will be packed in a neutral packaging, without any logo, or product name on it for a discreet delivery.
  • Where do you ship? We ship to the UK only.
  • What are the shipping costs? Shipping costs are 3.40 GBP per order. You get free shipment if your basket size is equal or above 33 GBP.
  • When will my order be delivered? We aim to deliver within 48 hours from the moment we confirm your order by email.
  • Can I have my products delivered to any address? If you are a registered user, you will be able to set different delivery addresses.
  • My order has not arrived First we would like to apologize. As per our T&Cs it can take up to 48 hours from the moment, we have emailed you an order confirmation. You can always connect to your account to find the UPS tracking number for your order. In case If it has been longer than the 48 hours, please connect to your account, select ‘messages’ and the order it concerns and send us a message and we will help you.
  • My product is faulty – what do I do? We are so sorry to hear that you have experienced a problem with the product and would encourage you to get directly in touch with our dedicated Always Discreet Consumer Care team who can help you further. You can reach them on Freephone 0800 169 4906 or you can send them an Email from our website.

Can't find what you're looking for in the above list? Visit our contact page to get in touch- We will be happy to help you!

My Always Discreet

Offers

  • Offer 1 Icon
    CONVENIENT<br>HOME DELIVERY
  • Offer 2 Icon
    DISCREET<br>PACKAGING
  • Offer 3 Icon
    10% OFF WITH<br>SUBSCRIPTION
  • Offer 4 Icon
    SECURE<br>SHOPPING
  • Offer 5 Icon
    0%<br>VAT