FAQ
Here you can see the most asked questions for any question not listed you can always send us an email at [email protected]
General Questions
As our customers are spread all over the country, we do not sell through our own physical shops, but we do have qualified people who are able to
We will advise you about our products via phone, chat and even whatsapp that we can provide you with
are available from our offices located in Madrid and London, we are also
extending agreements with orthopaedics and pharmacies in order to have Points of Sales
Our orders can be paid for by credit card, we currently accept Amex, Mastercard and Visa and we also support accelerated payments via Apple Pay, Google Pay and Paypal. We also accept payment by bank transfer with
proof of payment.
Our site supports payment through the new payment system PSD2 which is currently the safest for online payments offering consumers more security, a standard approved by the European Commission in 2015.
Our clients' data is protected and we follow the rules of EU data protection also known as the General Data Protection Regulation (GDPR).
At ostocare we have several ways of contact, Phone, Email address and even webchat and whatsapp which are our preferred means of providing information to our customers with photos, links etc... sometimes we may not be immediately available but we will always reply within 24 hours.
Ostocare Products
It is very important for us to guarantee the quality of service to our customers as well as the traceability of our products.
orthopaedics and pharmacies with which we have agreements.
You can consult our Points of Sales
At Ostocare we do not only have the most advanced and varied products for the care of the skin.
of ostomies but also we advise and guarantee the best possible adaptation to the patient with tailor-made products of the highest quality.
In order to improve and maintain the highest quality standards, we work with an external company that will solicit feedback from our customers who perform a
enabling us to better develop products and improve our products and services.
services. To see our ratings you can follow the following external link:
Yes, we offer the Ostocare products in the following Points of Sales
All our products are for medical use and are CE-certified according to regulation (EU) 2017/745.
The sleeves provide an additional layer of security between the bag and the skin by preventing
The new system is designed to provide a more aesthetically pleasing look and feel, as well as a better feel of dampness and friction.
Ostocare products are manufactured in Spain with fabrics that are also made in Spain, thus guaranteeing the highest quality and durability of our products.
Yes, because we are an ostomy specialist and our products are used in the ostomy field.
We are able to make customised modifications to the product, although lead times may be slightly longer.
The lycra design allows for easy insertion of the ostomy pouch and facilitates expansion and filling, as well as being stain resistant and easy to wash.
Ostocare® cotton covers have a unique design with a flap and Velcro fastening that
allow easy insertion of the ostomy pouch.
The bags have a standard size of 17x 23 cm and a diameter of 7 cm with an opening at the bottom to empty the bag, other sizes are available on request.
at checkout.
The cotton covers come with a unique design with flap and velcro.
The ostomy pouch can be easily inserted into the ostomy pouch. Lycra pouches are easy to open due to their elasticity allowing for expansion and filling, as well as being stain resistant and easy to wash.
For each product there is a specific sizing guide, it is important to know that the sizing guides
Sizes are not the same for all products. In case of doubt it is always best to contact us.
Currently the wrap ultra slim or comfort plus is the one that offers the best results with a urostomy, we always recommend the pocket option as it holds the weight of the pouch.
Ostomy Care
Normal exposure to air or contact with soap and water will not damage the stoma. Water will also not get into the stoma and soap will not irritate it. Keep in mind that your body can continue to eliminate waste during this time, so it is best to keep the pouch on during bathing.
Always take your ostomy medical supplies with you when you travel. Do not include them inside
of hold baggage if you are travelling by air, as there is a possibility that
are lost, delayed or damaged.
Even if you always use closed bags, it is advisable to carry an open bag (which can be opened and closed).
If you have diarrhoea, it will be a great help and will make things much easier.
I prepared twice the amount of supplies than you normally need to be in the country.
prepared in case of an emergency.
It is important to take a medical note or certificate with you to ensure that you have the necessary medicines and accessories for the care of the stoma. This note
must be in several languages or in the language of the country you plan to visit.
The stoma and surrounding skin should be clean, just like the rest of the body. You do not have to use sterile materials to clean this area.
Trim the body hair around the stoma area with blunt scissors or an electric razor.
Do not use oils or ointments on the skin around your stoma.
When ostomy surgery is performed, an incisional hole is made in the ostomy muscles.
abdominal muscles, causing abdominal weakness. In some cases, this weakness in the abdominal muscles allows a section of intestine to protrude, resulting in a bulge around the stoma. This bulge is known as a hernia.
parastomal.
Having undergone an ostomy surgery has a great impact on
a person's daily life. An ostomy challenges a person's social life, body image and sense of self-worth.
The most important factor after an ostomy is to be able to take care of the area as abdominal surgery where the abdominal muscle is cut can increase the risk of getting a hernia, resulting in many inconveniences: incorrect fitting of ostomy devices, risk of leakage, negative body image and appearance, discomfort, pain and feeling of heaviness, etc. This common condition requires special attention and support.
To help improve the quality of life for people with an ostomy, we have introduced underwear that provides both comfort and a preventative function.
as it supports the area and thus helps to prevent a hernia. The underwear we market is developed in close cooperation with doctors, nurses and ostomy experts to ensure the best performance, comfort and the highest quality at all times.
Eliminating or overeating certain foods from the diet can lead to gastrointestinal problems such as diarrhoea or constipation. With a balanced diet and
By adjusting the amounts of certain foods, such as those rich in fibre, you will provide the body with all the nutrients it needs to function properly.
Shipping
The delivery time for orders is 3-4 working days from the time the order is placed (only for deliveries to mainland Spain; the Balearic Islands, Canary Islands, Ceuta and Melilla are excluded). All deliveries in mainland Spain will be made by the company of
transport Correos. International shipments are with UPS, DHL or the postal agency of the destination country.
If your order has not arrived within the specified time, please contact us and we will respond within 24 hours.
For purchases over or equal to 49€ the shipping costs are free (Peninsula), for purchases under 49€ the shipping cost in Peninsula is 4,99€. These costs will appear broken down in the summary of your purchase. Deliveries over 120€ within the EU will be free of charge. International shipments have a cost according to destination, these will appear broken down on the payment page. In case of shipments outside the EU it is important that you are informed of the customs duties and / or customs charges if applicable.
Below are details of the estimated delivery times for each country:
France
1-2 Week approx - Without customs
United Kingdom
1-2 Week approx - Without customs
Portugal
1 Week approx - Without customs
Switzerland
1-2 Weeks - With customs clearance
Norway
2-3 Weeks - With customs clearance
Mexico
2-3 Weeks - With customs clearance
United States
2-3 Weeks - With customs clearance
Thailand
2-3 Weeks - With customs clearance
Argentina
3 - 5 Weeks - With customs and handling by the customer
https://epago.correoargentino.com.ar/#/login
Below is a video explaining how to register and receive international shipments
Brazil
2 - 4 Weeks - With customs and handling by the customer plus CPF/CNPJ number to be entered on order
https://apps2.correios.com.br/blogcorreios/tag/despacho-postal/
Returns
To ensure traceability, medical articles such as sprays, wipes or creams
are non-returnable and non-refundable, undergarments are not subject to return and cannot be
can be returned for hygienic reasons, we therefore recommend that you
make a careful selection of medical items before making the
purchase.
You can make the return within 14 calendar days from the date of delivery of the order.
To return an item you are unhappy with, we offer
several options: through our transport company Correos Express, or through a Correos office or any other transport company (e.g. Seur, Nacex, etc.) if it is more convenient for you.
For orders placed through Paypal, the return costs will be charged as follows
will be deducted from the order and can be reclaimed via Paypal (More information about Paypal return insurance), for the rest of the
If you choose to order through Correos, the return will be free of charge.
for you (Peninsula only) as long as the shipping costs have been paid in advance. Otherwise, you will have to assume the costs
of the return.
Prepare your package for return by using the original packaging that you received from us.
we ship, with the item in the same condition in which it was shipped, with
its original labels and without having been used. Don't forget to
complete the Return form complete.
As soon as we receive the return request, we will send you a label
which you must stick on the box.
You must deposit the shipment within a maximum of 3 working days from the date of receipt of the shipment.
date on which we receive the Form
Return.
Once received in our warehouses, we will check that the item is in good condition.
is in the same condition in which it was sent, that it has not been used,
retaining its original labels and complete original packaging, and
we will proceed to refund the money in the same way in which it was made.
payment.