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Help
By clicking on any of the following topics, we should be able to answer your query:
Placing orders
- What details do I need to place my order?
- In order to process an order on the Durex website, you will need to enter your full name, address, e-mail address, a password and your credit or debit card details (these will be the name and numbers on the front and back of your card) – please have these to hand when placing your order.
- Select the product(s) you would like and the quantity, then click on the ‘add to basket button’, which is next to the product image on each product page.
- Once in the shopping basket, check that you are happy with the order quantity, value and delivery charge and then click on the ‘checkout’ button, which is in the bottom right hand corner of the page.
- If you have already registered to shop, then you will need to enter your e-mail address and password before proceeding to the checkout. If you have not already registered, then you will need to do so before proceeding to the checkout – you will need your full name, address, e-mail address and password available to register.
- Once through login or registration, you will be asked to enter any promotional codes (if you have one) before proceeding to the payment section.
- In the payment section of the website, you will need to enter your card details – these include the name on front of the card, the numbers on front of the card and the last three digits on the signature strip on the back of the card.
- Once you have entered your details you will be asked to click on a ‘complete payment’ button – PLEASE ENSURE YOU CLICK ON THIS BUTTON BEFORE LEAVING THE PAYMENT SECTION. If you leave the payment page without clicking on ‘complete payment’, your order may not be processed but payment could have already been taken.
- Once you have clicked on ‘complete payment’ you will be taken to a new page and you will be given your order confirmation number – you will also be sent this confirmation number by e-mail (to the e-mail address you have supplied).
- I have forgotten my password, how can I place my order now?
- Click on the login/register tab at the top of the page, then enter your e-mail address and click where asked to, in order to receive your password by e-mail.
- Can I have my order sent to a different delivery address?
- Yes, by registering or logging in, you are given the option to enter a second address for delivery. If you have missed this, then you can also go back and enter a delivery address at the checkout stage. A box with your delivery address is displayed in the bottom left hand corner of the checkout page. To change your delivery address simply click on the ‘change delivery address’ button and enter the address you wish your order to go to.
- Why does the payment page look different to the rest of the website?
- The payment section of the Durex shop is hosted by Barclaycard. The reason for this is so that payment can be taken securely by Barclaycard on behalf of Durex– your card details will not be held within the Durex website. For this reason the payment section of the Durex shop looks different to the other pages within the website.
Delivery Information
Managing your Account
- How can I change my password and other details?
- You will need to log into your account to change any detail to your account, such as password or address.
Refunds & Returns
- Can I cancel my order?
- If you change your mind you have the right to cancel your order. Please contact the Consumer Relations Department within 28 days, on 0800 338 739. If we have received your cancellation notice prior to the order being despatched we will refund the full order value. If you are in receipt of your order a refund will only be issued for the product(s) itself, upon return of the product to us. For reasons of hygiene we cannot accept returns where the packaging has been opened or the product has been used.
- I have received the incorrect order – can I send it back for an exchange or refund?
- If you have received the incorrect order, please contact the Consumer Relations Department on 0800 338 739 to arrange a return. For reasons of hygiene we cannot accept returns where the packaging has been opened or the product has been used.
- Can I return my order if I am not satisfied with it?
- If you are not satisfied with any of our products, please contact the Consumer Relations Department on 0800 338 739. For reasons of hygiene we cannot accept returns where the packaging has been opened or the product has been used.
If we have still not been able to answer your question, please contact us. 
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