Help and support

Q: I am a new user on Medisa. How do I place an order?

A: Go to Medisa.com and click on your corresponding catalogue to display a list of all products available. Click on each product of interest and add the materials you want to order to the basket. When you have finished adding materials to the basket, click on the basket in the top right-hand corner and you will then be prompted to register to place the order. On the Registration page, fill in your details (name, email, password) and on the next page complete your delivery address. All these details will be remembered for future visits.

Q: I am an existing user on Medisa. How do I place an order?

A: Go to Medisa.com and on the right-hand side enter the email address and password you have previously registered with and click Log in. Click on each product of interest and add the materials you want to order to the basket. When you have finished adding materials to the basket, click on the basket in the top right-hand corner, you will then be prompted to check your basket, review your order and on the next page complete your delivery address to place the order.

Q: I can't remember my password. What can I do?

A: Click Forgotten your password and an email to reset your password will be sent to you. Please note the link to reset your password is only valid for 48 hours.

Q: I can't remember the email address I registered with. What can I do?

A: If you can't remember your email address, please fill in our online contact form and provide your full name, professional identifier (if applicable) and your delivery address. A member of our team will get back to you as soon as possible.

Q: My email address has changed. What can I do?

A:You can change your email address by visiting My details and preferences section in My account. In this section you will be able to update your email address and your other personal details.

Q: I have just placed an order and want to add one more material.

A: Once your order has been confirmed you cannot add further materials to it. To request additional materials simply place another order and we will send your additional item out to you separately.

Q: Can I change my delivery address?

A: Yes, you can change your delivery address by visiting My delivery addresses section in My account.

Q: What does the status of my order mean?

A: If your order is in Progress, it is being packed ready for despatch.
If your order is Despatched, it will be delivered to you via Royal Mail or Parcelforce shortly.
If your order is Complete, the e-items requested have been emailed to you.

Q: I wish to cancel an order.

A: Once your order has been confirmed you are unable to cancel it. As the Medisa service is free, you will not have incurred any costs or charges when placing the order.

Q: Can I place an order over the phone?

A: Unfortunately, we cannot place orders on your behalf, but please refer to the above instructions on how to place an order on Medisa.

Q: My order has not arrived/or the wrong items have been sent.

A: We apologise for this delivery failure as we pride ourselves on strict service standards. Please inform us of the missing items by filling in our online contact form and we will rectify the situation immediately.

Q: I cannot find the resources I am interested in on Medisa, what can I do?

A: Medisa is continually being updated with new products and materials. Please fill in our online contact form with the details of the product or therapy area you are interested in. Your request will be passed through to the company/organisation concerned and we will endeavour to add it to the Medisa catalogue.

Q: Why are some materials not available to me, but they are to other Medisa users?

A: The companies/organisations providing the materials determine which materials are available to each user group.

Q: Why do you ask me to login every time I visit Medisa?

A: Logging in provides you with an instant catalogue of the full range of products and materials specifically available to you.

Q: What is your cookie policy?

A: We do leave cookies on your computer so that we can recognise you quickly the next time you visit. You can of course use your browser’s tools to delete these, and you will still find that entering Medisa is easy as you need only remember your email address and password.