We recommend scheduling your delivery once you have received confirmation of your operation date, as we often receive bookings several months in advance. Please note that we can amend your delivery date prior to dispatch, should your operation be delayed or brought forward.

As most deliveries are handled by courier, we strongly recommend scheduling your hire order to arrive at least 2–3 working days before your eye surgery. This allows ample time for delivery and gives you the opportunity to familiarise yourself with the equipment ahead of your procedure. Please note that we cannot be held responsible for any courier delays, and refunds will not be issued in the event of a late delivery caused by the courier.

Need a unit quickly? We’re often able to send one out at short notice. Just get in touch with us as soon as you can—whether by contact form, phone, or email—and we’ll do our best to help. Delivery times depend on the day and time you place your order, but we can often offer next working day delivery. If it's really urgent, we also have a same-day courier option available for an additional charge.

Our hire charges cover delivery, collection, and up to three weeks of use. You're welcome to return the items earlier if you wish, but please note that the hire fee remains the same. This is because our costs for delivery, collection, cleaning, and preparation are fixed—so whether you use the equipment for one day or three weeks, the price doesn’t change.

We offer both smoking and non-smoking units, which can be selected at the time of ordering. Please note that if a non-smoking unit is returned with evidence of smoke exposure (e.g., odour or residue), a replacement charge will apply, in accordance with our Terms and Conditions of Hire.

All units are pre-assembled, so there's no need for tools or complicated setup! You'll just need to unpack the unit, open it up, and make a few simple adjustments to suit your size. We include easy-to-follow instructions with clear pictures to guide you through the process. And if you need any help at all, feel free to get in touch — we're always happy to talk you through it.

All units feature fully adjustable headrests to help maintain the essential face-down position following macular hole or vitrectomy eye surgery. Depending on the model you hire, the chair and desktop units may also include adjustable chest pads, allowing for optimal positioning and enhanced comfort during your recovery.

If your hire items haven’t been dispatched yet, we’re happy to either adjust your delivery date or place your order on hold to match your new date once you receive notification. If the items have already been sent, don’t worry — we’ll gladly offer a free extension to make sure you're covered for your updated date.

Return collection is included in the hire price; however, please note that collections are not scheduled automatically, and no reminders are sent. As outlined in the returns information provided with your order, you can choose any weekday (excluding public holidays) for collection, or we can email you a prepaid return label to drop the items off at your local Post Office. To book your return, please visit the "Return a Hire" page on our website.

Please note that our mirrors are only available as an optional add-on when hiring our support equipment. These mirrors are specially designed to enhance your comfort and overall experience while maintaining the face-down position—perfect for watching TV or enjoying your favourite shows, whether it's the rugby or Strictly Come Dancing!

We provide delivery services throughout mainland UK and Northern Ireland.

We do not recommend wearing glasses while using the equipment, as they may interfere with proper positioning and can cause pressure around the eyes, potentially affecting your comfort during use.

If you experience any issues with your delivery, please email us at hello@facedownsupporthire.com within 24 hours of receiving your order. We will be happy to arrange a replacement unit for you.