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Tel.: 0330 123 5601 E-Mail:

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Frequently Asked Questions

How do I register?
Go to the myMED-EL Shop homepage and click “Need an Account”.  Once you have completed this section you will need to wait until your account has been approved.  Once your account has been approved you will be sent an email informing you of this & you will now be ready to place an order.  Please note that approval may take 2 working days.

How do I log into MyMEDEL Shop?
Once your account has been approved you simply need to enter your email address and password.

How do I change my password? 
Click on the “Don’t remember your password” from the myMED-EL Shop login screen.  You will then need to enter your email address and click on “SEND EMAIL”.   You will receive an email containing a link to reset your password.  

What is the myMED-EL Shop?
The myMED-EL Shop is an on-line ordering facility for MED-EL products and accessories.

Who can order from the shop?
Any MED-EL user supported by a UK hearing implant clinic, their parents, or supporting professionals can purchase items from the myMED-EL Shop.

What products are for sale?
Cochlear implant users can purchase all spares related to these products:

  • SONNET & SONNET EAS
  • OPUS 2
  • RONDO
  • RONDO 2

Vibrant Soundbridge and Bonebridge users can also purchase spares and accessories for the following processor:

  • SAMBA

Adhear bone conduction users can also purchase accessories from the Webshop.

Can I change user ID?
Your username is your email address that you used during registration. Contact customer service at customerservice@medel.co.uk or call Freephone 0330 123 5601 if you are unable to access your account.

How do I place an order?
Simply log into myMED-EL Shop with your credentials, find the item(s) that you require, add items to cart (you can order more than 1 of each item), click on the bag logo or click “checkout” from the home page.  You can now view your order and check the items and quantities that you have selected. 

Can I amend my order?
Yes, you can amend your order on the “checkout” page by reducing the quantity shown or if you wish to remove an item(s) from your order you can click the “X” symbol at the side of the item you wish to remove.  Once you amended your order you can update your basket by clicking on the “Update Basket” section on the order page. 

Can I send my order to a different delivery address?
Yes, simply click in the box at the side of “Deliver to a different address” you will now be able to enter the alternative address details.

Is there a charge for delivery?
At present we do not charge a delivery fee* so don’t delay & place your order today!

How do I pay for my order?
You can pay for your order by the following WorldPay methods:
Mastercard   /   Maestro   /   Visa   /   JCB

Why will my order not proceed?
Have you ‘clicked’ the “I’ve read and accepted the term and conditions” box? You will need to do this to enable us to accept your order.  You can view our terms and conditions by clicking on the “Terms and Conditions” text in red at the bottom of the checkout page.  Alternatively, you can view our Terms of Service which can be located at the bottom of the home page.

Can I cancel my order?
To cancel an order please contact our customer service team service at customerservice@medel.co.uk or call Freephone 0330 123 5601.

When will I receive my order?
The order will be processed and shipped within 2 business days using the shipping method selected during checkout.

Is there VAT exemption on products?
Yes, on certain items for persons who are eligible and hold a VAT exemption form, which must be provided. Please note this does not include batteries or battery chargers.

What information is sent with orders?
A delivery note and an advisory letter (depending on the products purchased) is included in your delivery package.

Do products have warranties?
Yes, each product has it’s own warranty. Please contact us for more details regarding warranty periods.  If the item has developed a fault please contact the MED-EL UK customer service team, customerservice@medel.co.uk for all repair related enquiries. We will be happy to replace or repair the product if it is within warranty.  Some products are available for repair outside of warranty, but will incur a charge.

Do you accept returns?
We understand that sometimes you may change your mind about a purchase, so will always do our best to help. Please contact customerservice@medel.co.uk for more information.

Will my details be stored securely?
Yes, your details will be stored securely and will not be shared with any third parties.  You can view a copy of our Privacy Statement by clicking on “Privacy” which can be located at the bottom of the home page.   

Need help?
If you require any assistance on setting up an online account or have any questions relating to our products or Webshop please do not hesitate to contact us using the contact details below.
Email:  mymedelshop@medel.co.uk                 
Telephone Freephone: 0330 123 5601

 

WaterWear

For SAMBA, RONDO 2, RONDO, OPUS 2 and SONNET