Customer FAQs

Thank you for your interest in our DARCO devices. The list of FAQs below is informative & should answer many of your questions. If there is anything further you would like to know, please contact us.

We are open Monday – Friday with office hours being 9.00a.m. – 4.00p.m. If you are placing an order during these hours we will always try to get goods out on the same day. We post all our goods via 1st class Royal Mail, and whilst we cannot guarantee next day delivery, as a rule, orders usually arrive within 24-48 hours of posting.  Please note that if you would like to have your order guaranteed for next day delivery then we would charge an additional £6 for this service, assuming the delivery address is a UK mainland one.

Please call the office on 01986 798 120 to arrange this. Please note all website electronic transactions are undertaken securely using Paypal and Stripe as encrypted payment platforms. If you prefer to place an order by telephone and pay via a Credit or Debit card then your payment details will be destroyed once the payment has been successful. We do not hold any payment details beyond the point of transaction.  

Assuming that the item hasn’t been worn outside, isn’t damaged and still has the original packaging and is in a resaleable condition then please return the item (at your expense) to our address Unit 25 Halesworth Business Centre, Norwich Rd, Halesworth, Suffolk, IP19 8QJ. Once we receive your item we will process a full refund via the method by which you paid when ordering. For goods that have been damaged, worn and are returned without their original packaging then please note we will not be able to offer you a refund.

V-M Orthotics Ltd. is a wholesale distributor. We primarily service our distributor customers and other service providers selling foot and ankle products up and down the country. Our focus isn’t as a retail provider so we do not have premises that you can visit. Instead our way of reaching members of the general public, wishing to buy our products, is via our online website.

DARCO prides itself on the design and manufacture of its own high quality range of foot and ankle products, with over 35 years of international experience in the industry.   Many of our DARCO devices are designed for short-term or temporary use while the wearer recovers from their surgical procedure or trauma. Please speak to one of our team if you have any specific questions relating to our products. For a full list of  terms and conditions please click here 

All of our devices are sold individually (with the exception of the Woundcare Shoe and Woundcare Shoe Light which are sold in pairs). All of our shoes/boots (with the exception of those already noted) are sold without a need to order a left or a right (in other words they will fit both the left and right foot). There are one or two exceptions when it comes to our insoles including the Relief Contour Insole, the WCS®/WCS® Light insole and the PegContour® Insole.

We recommend that you clean our devices with a damp cloth or sponge, and let them dry naturally, away from artificial heat, as this is much better for extending the life/use of the device. Many of our walker products are sold with a liner and we also sell additional liners separately to prolong the life and use of each device.   The BAHR (Body Armor® Heel Reliever) is machine washable and has been tested on a 60 degree short cycle. We recommend placing it in a pillow case or mesh laundry bag with the straps folded/closed, and again, allowing it to dry naturally without being near artificial heat.

Each of our products come in a sealed plastic package, and unless stipulated otherwise, are sold in individual units. We are conscious of our carbon footprint and impact on the environment and where possible we try to re-use our outer boxes in our warehouse. We are also currently reviewing our approach and use of packaging in order for our environmental impact to be as minimal as possible. All of our devices come with an IFU (Instruction for Use) to make it easy to apply and use our products.

Our medical devices are sold in size ranges (please note that these are as a guide only) and if you want to be accurate in terms of sizing we always recommend measuring your foot prior to placing an order with us. We have developed a useful ‘How to Measure’ guide which you may find helpful.