Ordering
Order Online
Using our new website, you can easily and quickly navigate to view all our products for more information. Most of our products can be broken up into categories, the room in which they’re to be used or even the condition/ailment that they are intended to help with. If you’re having difficulty finding a product then use the search box at the top of the page for more information.
Once you have found the right product and are happy with all the product information and pricing, you’re ready to place an order. Choose the relevant option, this could be colour or size, and click ‘Add to Basket’ to start the process. Then select the basket in top-left of the screen and click ‘checkout’.
Now in the checkout, you will be asked for your name and contact information as well as your address details – don’t forget that your delivery address might be different to the address where your bank card is registered so be sure to enter the correct details. You can then choose a delivery option that best suits your needs; we offer next day delivery on all our products excluding adjustable beds, and you can only order products that we have in stock so don’t worry, there won’t be any nasty surprises after you place your order.
The last step of the checkout contains details about VAT Relief and the payment details. If you are purchasing a product that is eligible for VAT Relief, then you will see an option here to provide details of the user and their relevant medical condition or ailment. There is no additional proof required at this stage and we only ask that you claim VAT Relief where you are making a valid claim and confident that proof could be supplied if requested.
It’s now time to pay – to guarantee your stock and secure your order, we process your payment immediately using your preferred method of payment. We accept a wide range of debit cards and credits cards, and do not apply any surcharge for credit cards – the price will always remain the same. Alternatively, we also accept PayPal if you would prefer to use this as your preferred payment method. We take security seriously and to ensure peace of mind, we process all card payments within a trusted environment covered by an SSL certificate using 256-bit encryption – the UK’s highest standard. Also, we do not store any customer financial information.
Finally, you can review your details before agreeing to our terms and conditions and submitting your order. On successful payment, you will be provided with an order reference number for your records in case you need to get in touch about your order. You can note it down from the screen, but it will also be emailed to you for safekeeping. Please use this number as your unique reference when speaking with our customer services team with any queries.
Order by Phone
As an alternative to ordering online, you can also place you order over the phone with one of our friendly advisors. Our call centre is based here in the UK and all our advisors have been trained to a high standard covering product features and benefits, data protection and payment security compliance. Our dedicated team speak to thousands of customers each month and are best placed to talk you through our product range and getting something ordered for you or one of your loved ones. Our online prices apply over the phone so there are no nasty increases, the price you see online is the price you pay over the phone.
We provide a freephone number, so all calls are free, and it costs you nothing to speak to one of our team – call 0800 644 2222. Available day and night, our team operate 7 days a week to be on hand to answer your queries and help place orders on your behalf. We’re open weekdays, Monday to Friday from 8am to 6pm and weekends from 9am to 1pm. If you need to contact us outside these hours, then please leave us a voicemail or complete a call back request online (see below) and one of our team will contact you the following day.
Everyone here at Livewell is honest, moral and strives to always do the right thing by the customer. We treat all our customers with dignity and respect, like we would with our own family. Whilst our team are incentivised, we do not employ any high-pressure or aggressive sales tactics. We strongly feel that this is wrong in any sales capacity, particularly an environment where customers may be vulnerable. If you have been the victim of high-pressure sales tactics or know someone else who has, then please report it, we’re here to support you in finding the right channels to do this.
Our team are here to help you find a product that meets your needs or the needs of a loved one, that’s it! They are not door-to-door salespeople, they are not medically trained nor claim to be, they are product advisors – they help match up a product to your needs and facilitate an order over the phone to remove the hassle of ordering online. If we can’t find a suitable product for you then we’ll tell you. If you’re not ready to order, then we’ll give you the time to go away and think about it. If you need to speak with family member first, that’s fine too. We’ll go through all the delivery and returns details before confirming the order, not after you receive it. At the point you place your order, you should feel fully comfortable that you have chose the right product and the right company.
Order by Email
If you prefer to email your order, then please contact us at [email protected] where your email will be processed by one of our advisors. Please do not include your bank card details within this email as we cannot guarantee their security during the email transmission and we do not store customer financial information. If you include your contact and address details along with the product information that you’d like to order, then we will process this information on the system on your behalf. We will then plan to call you separately to process a secure payment over the phone which will then complete your order.
Order by Mail/Post
Many of our customers still prefer to pay by cheque by send by sending in an order form through the post. We’re more than happy to process your cheque order however please be aware that your order will only be released for delivery once your payment has cleared; this can be between 4-6 days depending on your bank. Including the time for Royal Mail to deliver the cheque to us, it can often several days before your order is completed. Depending on your chosen delivery service, you could be waiting a further week for your product, or up to two weeks if you selected our Professional Assembly service. Please make your cheque payable to Livewell Today Ltd, and send to our address here at Livewell Today, Suite 6 Wellington Mills, Quebec Street, Elland, HX5 9AS.