Help - Ordering FAQs

Who fulfills the orders?

All orders are fulfilled by Box Ltd on behalf of Arthr. You will see Box on your card statements. Should you need to contact Box you can do so via phone on 0121 202 0000 or by emailing

What time do you process orders until?

Orders are processed and reviewed throughout the day and up to midnight. Depending on your chosen delivery date through the checkout process we will dispatch / process accordingly and if there any problems we will be in touch as soon as possible.

What’s the cut off time for next day delivery?

Arthr are leading the way by offering up to Midnight cut off on certain product ranges and 6pm on the majority. On our product pages and during the checkout process you can choose your day for delivery and if this is available for that day then we will ship it for you. See Delivery Information & Prices for a summary on our delivery options and how to choose your delivery.

Can I place an order over the phone?

Unfortunately we are unable to take orders over the telephone however, we are happy to help with any general or technical enquiries you may have before placing your order.

How can I amend/cancel my order?

If you change your mind or would like to cancel an existing order, contact our team on 0808 196 7834.

I’ve just been informed that there’s a problem with my order, what can I do?

In the unlikely event that there’s a problem with your order, you’ll receive an email with the next steps to follow. We aim to rectify any issues as soon as possible and will keep you informed of any updates.

Why isn’t my promotional code working?

Please check the terms and conditions of the code to see if your order is eligible and whether the code is still valid/hasn’t expired. If the code is entered correctly and you’re still experiencing problems after checking the above, please contact us.

Why are prices shown with VAT relief?

If you have arthritis you will not be charged VAT on products designed or adapted for your own personal or domestic use. There are two parts to the criteria as set out by the government which defines firstly which products are eligible and then who is eligible. Both criteria must be fulfilled in order to claim VAT relief. Click here to read details in full.