Frequently Asked Questions

 

Manage my Account

How do I update my personal information?

You will see your name, a “Manage” button and an icon of a cog in the top right of your screen. Please click there to update your personal information including:

  • Name
  • Date of Birth
  • Address
  • Email
  • Contact number
  • Password
  • Contact preferences
     

Ordering in the Republic of Ireland

I don’t live in the Republic of Ireland but I want to access the Cochlear Online Store.

Due to local regulatory restrictions, Cochlear is only able to provide access to the Cochlear Online Store to Republic of Ireland residents.  If you are not living in the Republic of Ireland, please contact your local Cochlear country representative to find out if there is an Online Store available in your country.

 

I am not sure if my order went  through properly.

If your order is successful, you will receive an order confirmation email to the same address specified in your account within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder.  Alternatively, log in to your account and click the arrow near the “My Cart” icon, then click “My Orders” to view all previous orders.

For further assistance, contact our Customer Service team on +44 (0)1932 263620.

 

How do I change my order once I have already completed my purchase?

Please contact Customer Service on +44 (0)1932 263620 as soon as possible if you wish to change your order after you have received an order confirmation number.

 

Can I make a warranty claim through the Online Store?

Any orders placed on the online store are treated as replacements and will be charged accordingly. You should contact your clinic regarding repairs under warranty.  For further enquiries, please call Customer Service on +44 (0)1932 263620 or email us at uksupport@cochlear.com

 

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 Republic of Ireland. 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 policy to learn more about how we keep your information secure in our Privacy Policy.

 

Do you store my credit card details?

Cochlear will not store your credit card details.

 

Delivery

What delivery company do you use? 

We use UPS.

 

How do I check on the status of my delivery?

When you make a purchase on the Cochlear Online Store, you will receive a shipping notification email with a tracking number when your order is dispatched. The tracking number will allow you to track the status of the order.   Log in to your account, click the arrow near the “My Cart” icon and click “My Orders” to view all current and previous orders, including the status of your current order.

 

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.

  

Can I change my delivery address after I have placed my order?

Please contact Customer Service on +44 (0)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

Does Cochlear store my credit card information?

No, Cochlear will not store your credit card details.

 

Is the online store 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 system?

No, the Cochlear Online Store does not currently offer a loyalty system.

 

How do I use a promotion code or discount code?

In the “My Cart” screen, as well as throughout the checkout process, you will see a “Coupon Codes” field where applicable promotion codes and discount codes can be entered.

 

What currency does the Cochlear Online Store use?

All currency in the Republic of Ireland Cochlear Online Store is in Euros.

 

Do your prices include VAT?

All prices are inclusive of VAT where applicable.

 

Returns and Exchanges

How do I return or exchange an item?
To return or exchange an item, please call Customer Service on +44 (0)1932 263620 for a Return Material Authorisation (RMA) number. Exchange of an unopened product will be accepted if returned within 60 days from shipment date. Exchanges will not be accepted after 60 days of shipment date.

 

Contact and More Information

Who do I contact if I have questions about my order?

For further assistance, contact our Customer Service team on +44 (0)1932 263620 or email uksupport@cochlear.com.