Coloplast Care Direct Frequently Asked Questions
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Frequently Asked Questions

Below you’ll find answers to our most frequently asked questions.

If you don’t find the answer you are looking for, please contact us.

Requesting samples
  1. Search for the Coloplast product you would like to sample and add them to your basket.
  2. After placing your sample request, one of our experienced Care Advisors will call you within the next few days to make sure you are getting the best sampling solution to meet your needs.
  3. Once you’ve been contacted by a Care Advisor and your sample request is approved, your sample will be dispatched within one business day.

You will be able to sample most of the products in the Coloplast Continence and Ostomy product ranges, with a few exceptions. Due to local regulatory requirements, we are not able to provide samples from our Wound Care portfolio of products.

If you are a healthcare professional, you may request samples from our full range of products across all portfolios including, Ostomy Care and Continence Care.

If you are unsure about which product size is most suitable for you, we recommend first speaking to your Continence Nurse to discuss your sizing. There is also a ‘I don’t know - call me’ under the size options. One of our Care Advisors will then contact you directly to assist you in identifying the right products to suit your needs.

Sample orders will be dispatched within one business day of confirming your sample request. Sample orders will come in a separate package to your nominated delivery address. Delivery times may vary depending on your address and may be affected by COVID.

Ordering products

Coloplast Care Direct is a better way to order your Coloplast continence products. When you order with us, we will do all we can to make sure your product supply is as smooth and simple as possible. In addition to regularly checking in on your health and wellbeing, we can provide you with access to free, specialised Coloplast Care Nursing Support Services through our Telehealth and Nursing teams if needed. Read more about your benefits with Coloplast Care Direct

You will be able to order our full range of Coloplast continence products, including additional Coloplast skin care products.

Search for your Coloplast continence products in the product catalogue and add them to your basket. To checkout you will need to create an account, which will require a valid email address and password.

To reorder your products, you can add the product size to ‘My Products’. We will help calculate how many packs you will need at a time. Next time you reorder your products you can simply click ‘order my regular products’ and checkout. We recommend ordering your products at least 14 days in advance of needing them.

If you are a healthcare professional and would like to assist your client in placing an order, please feel free to reach out to us directly and one of our Call Advisors assist you. Alternatively, you are welcome to refer your client to us and our Call Advisor will reach out directly to your client to assist them in completing their first order. To access this service, we only ask that you share their full name and a valid phone number or email address, with their consent.

If your order contains a dangerous good, it will need to be sent via an express road service (free of charge) and delivery times may vary depending on your delivery address. The following items available for order via Coloplast Care Direct are considered a dangerous good:

  • Conveen Critic Barrier Cream 50gm, 100gm
  • Conveen Protact 50gm, 100gm
  • Brava Adhesive Remover Spray
  • Brava Skin Barrier Spray

Delivery times may vary depending on your address and may be affected by COVID.

Payment and funding

Yes. Coloplast (Coloplast Pty Ltd) is a NDIS registered provider committed to supporting the quality and safety requirements established by the Australian government. As a NDIS provider we will be able to support you directly in ordering your Coloplast continence products via this website using your NDIS funding type.

Read more about NDIS funding here.

Every time you place an order, you have the opportunity to update your funding details. 

 

Paying for a one-off order by credit or debit card

If you would like to change from being an NDIS-funded customer to paying for your products by credit or debit card for one time only, you should start to place your order as normal. Once you arrive at the Summary page, you should click "Edit" in the Delivery section. On the Delivery page, you should choose "Own funding", without checking the "Save delivery details to my account" box above, and then continue to pay. Please note: If you save any of the changes to your funding details on the Delivery page, any funding information already saved to your account will be replaced. The previously saved details will be deleted. 

 

Permanently changing from NDIS funding to own funding

If you would like to change from being an NDIS-funded customer to paying for your products by credit or debit card, you should start to place your order as normal. Once you arrive at the Summary page, you should click "Edit" in the Delivery section. On the Delivery page, you should choose "Own funding", check the "Save delivery details to my account" box above, and then continue to pay. On the page where you enter your card details, remember to select "Save payment details to My Account profile" if you would like to use these card details again in the future. Please note: If you change your funding details, any funding information already saved to your account will be replaced. The previously saved details will be deleted.

If you would like to change from being an own-funded customer to paying for your products using NDIS funding, you should start to place your order as normal. Once you arrive at the Summary page, you should click "Edit" in the Delivery section. On the Delivery page, you should choose "NDIS funding", check the "Save delivery details to my account" box above, and then continue to the next page, where you can fill in your details.On the NDIS funding page, remember to select "Save my details to My Account" if you would like to use these details again in the future. Please note: If you change your funding details, any funding information already saved to your account will be replaced. The previously saved details will be deleted.

 

If you would like to change the type of funding scheme you use with us, you should start to place your order as normal. Once you arrive at the Summary page, you should click "Edit" in the Funding section. On the Funding page, you can make your changes, and select "Save details to My Account" to update your profile with this information. Please note: If you change your funding details, any funding information already saved to your account will be replaced. The previously saved details will be deleted.

Reordering products

Reordering you Coloplast continence products is easy and fast. Search for your frequently used Coloplast continence products in the product catalogue and add them to ‘My Products’. When your next order is due, you can login to your account and add all products you have included in your ‘My Products’ list to your basket. When checking out, you can choose to save your delivery address and credit card details (if you are paying out of pocket) to your account for easy, fast and secure checkout every time you re-order.

Yes. When you go to ‘My Products’ you can edit the quantity for each product.

Delivery and return

Unfortunately, we currently only ship to Australian addresses. New Zealand clients can still use our partners EBOS and USL to access their Coloplast continence, wound and ostomy products if they wish to pay out of pocket.

Coloplast offers free express delivery and discreet packaging on all sales orders.

Product purchases will be dispatched within one business day of receiving your order and will be sent from Coloplast’s Melbourne Warehouse

If your order contains a dangerous good, it will need to be sent via an express road service (free of charge) and delivery times may vary depending on your delivery address. The following items available for order via Coloplast Care Direct are considered a dangerous good: 

  • Conveen Critic Barrier Cream 50gm, 100gm
  • Conveen Protact 50gm, 100gm
  • Brava Adhesive Remover Spray
  • Brava Skin Barrier Spray

Delivery times may vary depending on your address and may be affected by COVID.

You can track your order via the link in your order confirmation email. If you are concerned about your sales order can call us on 1800 673 317 or e-mail at auorders@coloplast.com.

If you have not received your sales order you can call us on  1800 673 317 or e-mail at auorders@coloplast.com

If you’re not completely satisfied with your order, any unopened products may be returned to us by submitting a returns request within 30 days from the date of order delivery. Coloplast will accept unopened goods in their original packaging for an exchange, credit note or refund.

Please direct all return requests to Coloplast by contacting us on 1800 316 651 (free call) or by sending an email to aucaredirect@coloplast.com

Our hours of service are:

Monday to Thursday: 8.30am–6pm

Friday: 8.30am–4pm

Once your return request is approved, we will provide you with an Australia Post shipping label, so that you can drop the package into the Post Office at no additional cost. Coloplast may also arrange for the collection of your order, at no additional cost. If you are exchanging your order, Coloplast will send you your exchanged order directly to your delivery address free of charge using express delivery.

This also applies to any product faults, which may apply outside of the 30-day return period and may involve used or opened goods.

For full terms of sales, please click here

You can track your order via the link in your order confirmation email. If you are concerned about your order you can call us on 1800 673 317.

My account

If you have forgotten your password, you can reset it by clicking ‘Forgot password?’ on the login page. Here you will be asked to input your email address to receive a verification code. The verification code will allow you to reset with a new password.

When you place an order, you can choose to save your delivery details to your account. You can see which address we have on the My account page. If your address changes, you don't need to update your details until you shop with us again. When you are placing your next order, you will see a Summary page with the address we have saved for you; click "Edit", update your details, then select "Save delivery details to My Account" and they will be updated after you have completed your order.

 

If you need to change your delivery details after you have placed an order, but before we have shipped your order, please call us.

When you place an order, you can choose to save your funding details to your account. You can see the funding information on the My Account page. If your funding details change (Own funding or NDIS funding), you don't need to update your funding until you shop with us again. When placing your next order, you will see a Summary page with your funding details; click "Edit", update your details, then select "Save delivery details to My Account" and they will be updated after you have completed your order.

 

If you need to change your delivery details after placing an order, but before we have shipped your order, please call us.

Sustainability

As part of our commitment to sustainability, and as our gift, we’ll plant one tree for every order placed with Coloplast Care Direct (up to a maximum of 12 per year per customer). We do this with the help of One Tree Planted and their global network of partners both in Australia and around the world. We care deeply about the planet and creating a business that gives back to nature. That’s why we’re thrilled to share the positive impact your orders will make. Trees clean our air and water, create habitats for biodiversity, contribute to our health and wellbeing, and create jobs for social impact. We’re honoured to have reforestation through One Tree Planted as an integral part of our business model.

One Tree Planted is a 501(c)(3) non-profit on a mission to make it simple for anyone to help the environment by planting trees. Their projects span the globe and are done in partnership with local communities and knowledgeable experts to create an impact for nature, people, and wildlife. Reforestation helps to rebuild forests after fires and floods, provide jobs for social impact, and restore biodiversity. Many projects have overlapping objectives, creating a combination of benefits that contribute to the UN’s Sustainable Development Goals. To learn more, visit onetreeplanted.org

Christmas Trading Update

Deliveries during December are busy, so to avoid potential disappointment we advise you to order by 3pm (Melbourne time) on Monday 13th of Decemberto have the best chance of delivery before the festive break.

Yes! However, we will be closed December 25th to December 28th.