Frequently Asked Questions
Coloplast and Coloplast Charter
What’s the difference between Coloplast and Coloplast Charter?
Coloplast develop and manufacturer stoma and continence appliances, that make life easier for people with intimate healthcare needs.
Coloplast Charter is Coloplast’s home delivery service, after you place your order, we work closely with the NHS to obtain your prescription and in partner with DPD for discreet and reliable delivery to your door.
Why Coloplast Charter?
Reliable ordering and delivery is our main promise to you. We take care of everything to make ordering your stoma, continence, or bowel management products convenient and simple, from requesting your prescription from your GP to delivering your products to your home.
Does it cost anything to use Coloplast Charter?
If you are exempt from paying for your prescription, there is no additional cost to use our service, and delivery is free.
If you pay for your prescriptions, then this is the only cost, please contact us to discuss or visit Prescription charges (coloplastcharter.co.uk) for more information.
Do I need to pay a Prescription Charge?
Prescription charges are payable if you do not hold a valid exemption.
If you believe you are medically exempt from paying for you prescription and don’t yet hold an exemption certificate, please speak to your GP surgery who can provide further information.
Stoma Cutting Service
How should my stoma bag fit me?
A well-fitting stoma bag is important to prevent leakage and keeping your skin healthy. When it comes to the fit of your baseplate, the hole should be cut so it fits snugly around your stoma.
Can I reuse the same cutting template for every order?
We will reuse the same cutting template for all your future orders, meaning that you receive your stoma bags cut to size and ready to use. However, stomas and bodies change over time, e.g, due to weight changes or a hernia, which can impact the fit of your baseplate and stoma bag. We recommend you check the size of your stoma at least every three months, especially if you have a hernia. You can send us a new template with your order anytime. You can also complete a body check regularly for guidance and to check your stoma bag is a good fit.
Does the stoma bag cutting service apply to all bags you supply?
Yes, the cutting service applies to all stoma bags and baseplates ordered from Coloplast Charter.
How often should I update my cutting template?
Your cutting template is personalised to your stoma, so it’s a good idea to regularly check your stoma bags are still a good fit and nothing has changed, preferably every time you change it. In the first three months following surgery it is even more important to measure your stoma – preferably once a week. It will change a lot in the beginning, as the swelling disappears. Of course, your Stoma Care Nurse can help you with this or you can call us for guidance.
I’m not sure what the perfect fit is for me. Can you help me?
We recommend you take the online check every three months. Complete the check here, it only takes a few minutes.
Placing your first order
How do I place my order?
You can place your order through our website, full details for new and existing customers are detailed here: How to order (coloplastcharter.co.uk)
If you wish to contact us by email or discuss your order, please email us help@coloplastcharter.co.uk or call all our Customer Care Specialists on 0800 132 787.
When will I receive my order?
Once you’ve placed your order, we will request your prescription from your GP on your behalf, or in some cases you will need to request the prescription yourself. We cannot dispatch your products until we receive the prescription. On receipt, we will dispatch your order the same day and DPD will deliver it to your selected delivery address.
What happens once you have placed your order?
When you have placed your order, you will receive a confirmation email. When your order has been dispatched, we will send a delivery confirmation, and you can then track your delivery through your DPD app.
You can track the status of your order anytime on your online account.
We provide complimentary products with each order
In addition to your prescribed products, we will send you complimentary items (for example, wet wipes, dry wipes, and disposable bags) with each order to ease and support your routine. If you do not wish to receive complimentary items, you can easily remove them from your basket.
Fast and reliable delivery to your home
We dispatch all orders within 24 hours of receiving your prescription from your GP. We partner with DPD for fast and reliable delivery, so you receive your products safely and on time. You can track or change your delivery in your DPD account.
I need help placing my first order
You can discuss your order with us:
England & Wales 0800 132 787
Scotland 0800 917 8639
Northern Ireland 0800 581 220
Delivery
Our delivery partner is DPD, you can download their app to manage your delivery preferences.
Can my products be delivered to a different address
DPD can deliver your order to your home address, workplace or DPD pick up point throughout the UK. Please let us know if you need to change the delivery address or manage this through the DPD app.
Can I return an item?
If you have received a product that is damaged or faulty, please contact us by email, webchat, or phone so we can investigate the issue. Unfortunately, due to contamination risk, we are not able to accept the return of unrequired items.
Easy Re-ordering
What happens once you have placed your order?
When you have placed your order, we send you an order confirmation email. Once we receive your prescription from your GP and your order has been processed, we send you another email to let you know your order is on its way. You can track the status of your order anytime in your account.
How to edit your regular order
Your regular product order and quantities are based on your current prescription. If you wish to change quantities of any product, edit your basket before checkout. In order to avoid delays to your order, please make your GP aware of any amendments to the order.
We provide complimentary products with each order
In addition to your prescribed products, we will send you complimentary items (wet wipes, dry wipes and disposable bags) with each order to ease and support your routine. If you do not wish to receive complimentary items, you can easily remove them from your basket.
What complimentary items are available?
In addition to your prescribed products, you can request complimentary items to support your routine (for example, wet wipes, dry wipes, and disposable bags) with each order. If you do not wish to receive complimentary items, simply remove them from your basket.
Fast and reliable delivery to your home
We dispatch all orders within 24 hours of receiving your prescription from your GP. We partner with DPD for fast and reliable delivery, so you receive your products safely and on time. You can track your delivery in your DPD account.
Sustainability
What are we doing to support sustainability?
Reducing packaging and reusing materials helps us reduce our environmental impact. We are already making progress:
- Our complimentary wet wipes and dry wipes are biodegradable and manufactured in the UK.
Coloplast Charter’s complimentary disposal bags are made from 30% recycled materials. - 71% of our plastic production waste is currently being recycled, and some is even turned into flooring for gyms and creches.
Vist our Sustainability page for more information - Sustainability (coloplastcharter.co.uk)
Complaints Process
We always aim to offer the best service possible but sometimes things don’t always go quite right. We’d like to know how we can support you to put things right, please contact us on 0800 132 787 or help@coloplastcharter.co.uk and one of our team will be in touch.
Support when you need it
Products and support for a better routine
- Complete an online health check: Our ISC check and our OC body check can help identify issues you may be experiencing. Based on your answers, our Clinical Services team can help resolve any issues and discuss your needs for a new product solution or provide helpful advice.
- Our Clinical Services team have specialist knowledge and experience and are rated ‘Outstanding’ by the Care Quality Commission (CQC) and are here to support you throughout your care.