How do I subscribe to a product?
You can subscribe either from the product page or directly from the category page as you browse our website. Just add your subscription products to your basket and check out as normal.
For more detailed instructions, please see our About Subscriptions page.
How much does it cost?
Creating a subscription is completely free. Sometimes our prices go up and down, but with a subscription, you’ll always be given a discount on top of the current price.
How long am I subscribing for?
You can subscribe to a product for as long as you want and tailor your subscription to suit your individual needs. If you’re fully stocked, you can skip or change the date of your subscription at any time by visiting
My account > Subscriptions
On the right-hand side of each subscription, below ‘Need to reschedule this order?
Click ‘Skip Order’ or ‘Change Date’
When will my next subscription order arrive?
Your first order will arrive on whichever day that you have specified in your delivery preferences. We offer next-day delivery on all of our products and can even deliver to you before 12pm. After that, each subscription will arrive at your selected interval, which could be anywhere from every 2 weeks to every 16 weeks. We’ll send you an email 10 days before your subscription is due to be dispatched so that you have plenty of time to make any changes or additions. If the delivery date of your subscription falls on a Sunday or a Bank Holiday, it will be delivered on the next available working day.
Will my subscription orders be delivered at the same time?
If you have more than one subscription order due to arrive on the same day, your items will arrive at the same time. You will not have to pay multiple delivery fees.
How do I change the quantity of my subscription order?
Click the '+ or -' next to quantity on the right side of your subscription.
This will then automatically update your changes.
How do I change what product(s) I have in my subscription order?
At the moment you're unable to switch a product you currently have on subscription to a different product through the account area.
To change to a different product, you need to cancel the subscription you have on the product you would like to change and place a new subscription order for the product you would like to receive going forward.
To group your new subscription product with any existing subscriptions, after placing the new subscription order, you need to update the frequencies and next delivery dates so they both match - this will allow all of the subscription products to be grouped and processed as one order.
If you need any help switching your subscription to a different product, please contact our Incontinence Advisors via our Contact Form.
How can I check on my subscriptions?
Go to My Account > Subscriptions. Here you’ll be able to skip, change date or cancel your subscriptions, and update your frequency, quantity, and payment details.
What if I'm not at home?
If you know that you’re going to be away on the date that your delivery is set to arrive, you can change the date of dispatch for your subscription.
Find your subscription order
Click the ‘Change Date’ button on the top right side of your subscription. You can then change the dispatch date to a more appropriate time for you.
If you wish to change the date of a dispatch to a later one please ensure this is at least 4 days before the dispatch is scheduled to go. If you miss a delivery, the courier will leave your order in a safe place, leave your order with a neighbour, or attempt re-delivery on a different day.
Every delivery will arrive in an unmarked box or opaque bag. Any postage labels will have reference to Vivactive Ltd.
Which products can I subscribe to?
Our goal is to make as many of our products available for subscription as possible and we’re constantly updating our product range. Products that are currently available for subscription will feature a ‘Subscribe’ box on the product page.
How do I pay for my subscription?
Payment for your first order is taken on the day that your first order is placed. Once you have saved your payment details, you won’t need to enter them again unless you want to change your payment card.
If at any time you wish to make changes to your payment details associated to a subscription, go to
My Account > Subscriptions 'edit payment details'. We’ll make sure that your payment details are held securely against your account.
What do I do if my card expires?
If you have a new replacement card, under ‘Add a new Credit or Debit Card’ click the ‘+’ sign and you will then be asked to input the new card details. If you wish to delete the expired card from the account you will need to add a new card as a replacement in order to delete the expired card.
Below 'Set as Default Payment Method' of your expired card click ‘Delete Payment Method’
How do I cancel my subscription?
On the bottom left corner of each subscription, below the ‘Delivery Address’ column click ‘Cancel subscription’.
If your subscription shows 'Order in Progress' status, you'll be unable to cancel your subscription through your account. Please contact our customer service team via
our contact form for further assistance.
Should a product suddenly become unavailable, we may need to cancel your order; however, you will be kept informed of any changes to your subscriptions via email. If a payment for your order fails, you will receive an email explaining the problem, and we will try to take the payment again the next day. If a payment fails repeatedly, Vivactive Ltd reserves the right to cancel your subscription.
How can I delete my stored payment method that is linked to a subscription?
You cannot delete a stored payment method if it’s currently linked to any active or cancelled subscriptions.
For all subscriptions that use the payment method you wish to delete, assign a different payment method to all of them so that the payment method you wish to delete is no longer linked to any subscriptions. You may need to temporarily reactivate any cancelled subscriptions to do this.
Then, under the old payment method, click 'Delete payment method'
If you need any help deleting a stored payment method, please contact our Incontinence Advisors via our Contact Form.
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