Frequently asked questions
Manage my Account
How do I update my personal information?
Once you are logged in you will see your name in the top right of your screen. Select ‘Manage my details’ in the menu to update your personal information including:
- Name
- Date of Birth
- Address
- Contact number
- Username
- Password
- Contact preferences
Ordering
I don’t live in the United Kingdom, but I want to access the Cochlear online store.
Due to technical capabilities, Cochlear is only able to provide access to the Cochlear online store to UK residents.
If you are living outside the UK, you can still order by contacting our customer service department on +44 1932 263620 or email us at uksupport@cochlear.com
How do I order products if I am in Northern Ireland?
Due to Brexit restrictions, we currently do not offer accessories to be purchased via the Cochlear online store.
For any orders, please call Customer Service on 0800 0356317 or +44 1932 263620 or email us at uksupport@cochlear.com
I am unsure if my order went through properly.
If your order is successful, you will see a confirmation screen after you place your order. You will also receive an order confirmation to the email address you entered in the check out within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder.
For further assistance, contact our Customer Service team on 0800 0356317 or +44 1932 263620.
How do I change my order once I have already completed my purchase?
Please contact Customer Service on 0800 0356317 or +44 1932 263620 as soon as possible if you wish to change your order. Please have handy the order confirmation number from the order confirmation screen or the order confirmation email if you have it.
Can I make a warranty claim through the Online store?
No. For warranty claims please call Customer Service on +44 1932 263620 or email us at uksupport@cochlear.com.
For purchases from your clinic, you should visit your clinic regarding repairs under warranty.
I would like to upgrade my sound processor. Can I do an online store order to upgrade my device?
Ordering your upgrade sound processor via the online store is currently not available in the United Kingdom. If you want to upgrade your sound processor to take advantage of the latest Cochlear technology, please contact your clinic and talk to your hearing healthcare professional.
Security
Is my personal information secure?
Cochlear is committed to protecting the privacy of your personal information in accordance with applicable privacy and data protection laws. Read our Privacy Notice to learn more about how we keep your information secure in our Privacy Notice.
Do you store my credit card details?
No. Cochlear does not store your credit card details.
Delivery
How can I obtain free shipping?
We offer free shipping to members of the Cochlear Family. You can join the Cochlear Family in the checkout before you finalise your order.
What delivery company do you use?
We deliver using UPS.
How do I check on the status of my delivery?
We will send an email to you when you place your order and when we ship your order.
To check your order status online, log in to the Cochlear store, go to My profile and click on the Orders tab to view your orders placed via Cochlear store.
Alternatively you can contact Customer Service on 0800 0356317 or +44 1932 263620or email us at uksupport@cochlear.com.
How long will it take to deliver my order?
Standard deliveries are usually dispatched within 24 hours of receipt of order if ordered Monday to Friday, and usually arrive up to 5 days after shipping. Please keep in mind that arrival will depend on your post code and location.
How can I change my delivery address after I have placed my order?
Please contact Customer Service on 0800 0356317 or +44 1932 263620 as soon as possible if you wish to change your order delivery address after you have received an order confirmation number.
Payment and Pricing
How is the online store kept secure?
The Cochlear online store uses SSL (Secure Socket Layer) encryption when transmitting financial and payment information. An icon resembling a padlock is displayed on the bottom of most browser windows during SSL transactions that involve credit cards and other forms of payment. Every time our Store asks for a credit card number during checkout for payment, it will be SSL encrypted.
Do you offer a loyalty program?
No, the Cochlear online store does not currently offer a loyalty program.
How do I use a promotion code or discount code?
In the “View cart” screen you will see a “Enter promo code” field where applicable promotion codes and discount codes can be entered.
What currency does the Cochlear Online store use?
The currency used in the United Kingdom Cochlear online store is Pound Sterling.
Do your prices include VAT?
All products are excluded from VAT due to VAT Notice 701/7.
Returns and exchanges
How do I return or exchange an item?
Visit Terms and Conditions of Sales, Returns section or call Customer Service on 0800 0356317 or +44 1932 263620 or email us at uksupport@cochlear.com for more information on how to return or exchange an item.
Contact and more information
Who do I contact if I have questions about my order?
For further assistance, contact our Customer Service
Phone: 0800 0356317 or +44 1932 263620
Email: uksupport@cochlear.com
Address: 6 Dashwood Lang Road
Bourne Business Park,
Addlestone, Surrey KT15 2HJ