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

How do I request a sample?
  1. Search for the Coloplast product you would like to sample and add it 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.
Why am I not able to request a sample for the product I want?

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.

What product size should I get?

If you are unsure about which product size is most suitable for you, we recommend first speaking to your Nurse to discuss your sizing. There is also a ‘Call me’ option 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.

Why have I received my order without my samples?

Sample orders will be dispatched within 10 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

What is Coloplast Care Direct?

Coloplast Care Direct is a better way to order your Coloplast 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 Nursing teams if needed.

What products can I order?

You will be able to order a selected range of Coloplast ostomy and continence products, including additional Coloplast wound care products.

How do I order products?

Search for your Coloplast products in the product catalogue and add them to your basket. You can sign up for an account, which makes it easier to repurchase your regular products.

How do I reorder my regular products?

To reorder your products in the easiest way possible, add the product in your size to ‘My Products’. We will help calculate how many items you will need to order to last a specific period of time based on your usage. 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.

I am a healthcare professional or business entity; can I help my clients place orders or order online for my company?

The webshop is for end consumers only. If you are a healthcare professional or a business entity and would like to place an order, please feel free to reach out to us directly on and our team will assist you with a quote. 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 receive this service, we only ask that you share their full name and a valid phone number or email address, with their consent.

Payment and funding

Can me medical scheme fund my products?

Medical Aid Funding does not pay for purchases made online. To use your scheme funding, you would need to call 011 700 5000 or email for assistance.

The Coloplast team can then assist with getting approval from your medical aid provider. Once all documents are received, we can submit claims to your medical aid on your behalf. The Case Management team will then follow up on funding outcomes and advise on which products have been approved by your scheme.

I use Medical Aid funding. Can I purchase additional products and pay by credit or debit card?

Yes. You are welcome to pay for products out of pocket by using a debit or credit card.

Is my credit/debit card information secure?

Coloplast South Africa uses Payfast for receiving secure and convienient payments.

PayFast is an online payment processor for businesses in South Africa. To ensure security,  PayFast is PCI DSS Level 1 compliant and ensures that sensitive financial information like credit and debit card details are protected from third parties during online transactions.

How do I make payment after checking out and when will I receive my order?

Coloplast A/S uses Payfast as a secure and reliable payment method. After checkout your order will be provisionally confirmed until we have received your payment.

Once you have completed checkout, you will receive an email from Payfast with a payment link. Please follow the link and select ‘Pay Now’ to securely make your payment. You will receive a payment confirmation email from Payfast and we will then prepare and ship your order.

We deliver all orders within 3 – 5 business days after payment is received.

Trading hours:

Mon – Fri 8:30am – 16:30pm

Saturday – Sunday, Public Holidays: Closed


For any queries, please contact (011) 700 5000 or email

Reordering products

How do I reorder products?

Reordering you Coloplast ostomy or continence products directly with us is easy and fast. Search for your frequently used Coloplast 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.

Can I change my product quantity?

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

Delivery and return

Do you do international shipping?

Unfortunately, we currently only ship to South African addresses.

What does Coloplast charge for delivery?

Coloplast offers free delivery and discreet packaging on all above R1000. Orders under R1000 will be charged at a standard rate of R95.

How long will it take for my order to arrive?

Your order will be dispatched within 3 -5 business day.

Due to their flammable nature, the following items available for order via Coloplast Care Direct are considered a dangerous good: 

  • Brava Adhesive Remover Spray
  • Brava Skin Barrier Spray

    Delivery times may vary depending on your address and may be affected by COVID.
Can I track my order?

You can track your order via the link in your order confirmation email/sms. If you are concerned about your sales order can call us on 011 700 5000 or e-mail at

I have not received my order yet?

If you have not received your order, please can call us on 011 700 5000 or e-mail at

Can I return my purchase? What is Coloplast’s return policy?

If you’re not satisfied with your order, any unopened products may be returned to us by submitting a returns request within 10 days from the date of order delivery. The return cost will be on the consumer to cover. Coloplast will only accept unopened goods in their original packaging for an exchange, credit note or refund. Once your return has been verified and approved, a refund will be processed.

Please direct all return requests to Coloplast by contacting us on 
011 700 5000 (standard rates apply) or by sending an email to

Our hours of service are:

Monday to Friday: 08.30am–16:30pm

Saturday – Sunday, Public Holidays: Closed

For full terms of sales, please click here

What do I do if I have not received my order?

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 011 700 5000.

My account

I forgot my password, what do I do?

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.

Can I change my delivery details?

When you place an order, you can choose to save your delivery details to your account. On My account page you can see what address is currently saved. 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 and before it’s been shipped, please call us.


What is Coloplast’s take on sustainability?

We are working to improve our products and packaging, reduce emissions and operate responsibly. We engage with suppliers through our supplier sustainability program to ensure environmentally and socially responsible operations and to identify new materials with a lower impact.

Coloplast has set the following sustainability and non-financial ambitions by 2025:

Reducing emissions

  • 0 scope 1+2 emissions through 100% renewable energy
  • In 18/19, 7% of Coloplast’s total emissions was scope 1+2 emissions (equivalent to11,300 tonnes) and 67% of energy was renewable, improving products & packaging.

Improving products & packaging

  • 80% of packaging made from renewable materials (In 18/19, 70% of packaging was made from renewable materials)
  • 50% of production waste is recycled (In 18/19, 32% of production was recycled)