FAQs

General FAQs

Q: I'm feeling overwhelmed! Where do I begin?
A: We are here to help! Let's break it down...
Our garments are split across 3 support levels: light (level 1), medium (level 2) and firm (level 3), in sizes Junior XS - Adult 4XL, across a range of products such as waistbands, belts, boxers, briefs, vests, swimwear, leggings, tops and accessories.
If you would like to speak to one of the Comfizz team who will happily break things down for you over the phone, we offer free one-to-one consultation calls, which you can book here.
You may also be eligible to get some items for free on prescription, instead of purchase, depending on your location.
Want to know more on ostomy life? Check out our blog for lots of tips, tricks, our ostomate bloggers' experiences and educational reads!


Q: How can I contact you?
A: Contact Form link on website, live chat (you can leave us a message too, if we are offline) or call us on 01132662096.

Q: Do I need to speak to a medical professional before ordering?
A: It is not essential as many nurses or doctors are not well informed about stoma support wear. If however you are experiencing any issues or complications then it is always advisable to talk to your nurse or doctor before making any changes.

Product FAQs

Q How do I know which products will work for me?
A: We can walk you through the options that may best fit your circumstances by booking a free consultation with our garment specialist (click here to schedule) or give us a call on 01132662096. We can also send you a free catalogue. Order by phone or by our website.

Q: Which level of support do I need?
A: We offer three support levels: Light, Medium and Firm. To discover more, click here.

Q: What sizes can I buy?
A: Our size range varies from Junior Extra Small - Adult 4XL.

Q: How do I know what size I need?
A: Please follow our measurement guide video to measure for your size. If you are in between sizes or at the top measurement of one size, we recommend going up sizes. Our garments, by their very nature, are designed to flex, mould and fit to your body.

Q: I've recently had surgery. What item should I get?
A: We advise new ostomy patients to try our Level 1 (light support) garments. We also offer a free one-to-one consultation service where one of our team can give you a call and answer your questions about our garments. Our most popular item soon after surgery is a Level 1 waistband then other garments can be tried further down the line to see what suits your needs best.

Q: Do you offer free samples?
A: No, we do not offer free samples to customers. If you do not want to pay for a garment, you may be eligible to request a free garment to try on prescription. See our 'Prescription FAQs' section for further info.

Q: Can I obtain a catalogue for free?
A: Absolutely! You can order this via our website or give us a call on 01132662096.

Q: Will Comfizz products stop my stoma from functioning?
A: No, the materials we use allow for flexibility of the garment so the stoma can function as normal as you go about your daily life. Any issues may indicate you have chosen an incorrect size has been chosen or the garment is not being worn correctly. We are always happy to help! Use our online contact form or call us on 01132662096. However, please consult a medical professional if you have any stoma or medical worries.

Q: Will they support my hernia?
A: Our support levels take hernias into account. We usually advise our Level 2 garments for use with small hernias and Level 3 for larger hernias.

Q: Is there a pocket inside?
A: No, adding pockets to the garments can restrict freedom of movement, which our garments allow.

Q: How long is it safe for me to wear them?
A: Level 1 (light support) and Level 2 (medium support) garments can be worn through the night as well to keep your bag secure, but Level 3 (firm support) garments should not be worn on a night.

Q: Do I wear them over or under my stoma? A: We offer both shallow-waisted garments (briefs/boxers) and high-waisted garments. The shallow-waisted garments may only partially cover your ostomy bag, depending on where it is sighted, where as the high-waisted options are designed to cover your stoma site fully. We also have certain Level 3 belts which have a hole in for your ostomy bag to go through.

Q: Will the waistband roll up?
A: If positioned above the crease of your leg and you are wearing the correct size, it shouldn't roll. If it does, get in touch with us and we will happily advise.

Q: Why do some of the waistbands have silicone?
A: The silicone tabs help to keep the garment in place.

Q: Can they be worn for swimming?
A: We do sell ostomy swimwear. You can also wear our garments under conventional swimwear. A lot of our customers tend to wear our Level 1 (light support) or Level 2 (medium support) waistbands with their own swimwear. Please note, however, that the fabric of our non-swimwear garments is not chlorine resistant so regular exposure will shorten the garment's lifespan.

Q: Why is there no fly hole in the boxers?
A: Most of our boxers don't have fly openings except the cup boxer. Any opening will present a weak point and the garment will lose its' support element in our other boxers. You can, however, stretch the leg opening.

Q: Can I cut a hole in the front of the garment for the bag to come through?
A: Besides our easy-cut Level 3 belts, our garments are not designed to be cut. Any opening will make a weak point in the garment and will prevent support.

Prescription FAQs

Q: Can I get any items on prescription?
A: We do offer certain items on prescription (see link here). However, your location may impact what you are able to apply for. Where eligible, most GPs are happy to prescribe up to 6 garments a year.

Q: Can I get more garments if I've used my prescription allowance?
A: Yes, you can. You can purchase them from us and we also offer Klarna. Klarna is a "buy now, pay later" service that lets you spread your payments. You can arrange to pay either in 3 equal payments (with the first payment being taken at point of purchase) or pay the full amount in 30 days time after your order is shipped, with no interest or fees.

Q: How do I order prescription items?
A: Call us on 0113 266 2096, contact your GP/stoma nurse or order via our website (see next FAQ). You will usually need product codes if placing an order via your GP or stoma nurse, which can be found at the top of the required product information section, once garment colour and size have been chosen (eg WNL/XL-SH-SI = Comfizz 7" Waistband with Silicone, Level 1 support, neutral colour, size L/XL).

Q: How do I order items on prescription on the website?
A: Go to our "prescriptions" section on our website, select your required garment/s and size/s and select "add to cart". In your "my bag" area, check your order is correct then select "order with NHS prescription" then fill in the required details & submit. We endeavour to get your garments to you in 3 weeks, often sooner, providing they are in stock. Please note: Applying for a prescription does not guarantee your order. This is down to your nominated GP or stoma nurse to determine what will be prescribed. If you are a new customer, try a couple of garments (maximum) at first to determine fit and suitability for your needs.

Q: The item/s I require is/are out of stock. Can I still request a prescription?
A: You can still request a prescription, even if the required item/s is/are sold out. However, please be aware that there will be a longer wait than the normal 3 weeks that we usually advise. Please contact us if you have any queries about this wait time via phone: 0113 266 2096 or e-mail: info@comfizz.com.

Q: My prescription request has been declined, what do I do?
A: Contact your GP to ask for the reason it has been declined, then contact us if we can help or help you with a purchase order instead.

Q: What is a dispensing company/ostomy supplies company?
A: Your dispensing company/ostomy supplies company usually provide you with your ostomy supplies such as ostomy bags. We ask for this information so that we know to send your prescription to them to then get your GP to sign it off.

Purchase FAQs

Q: How can I purchase Comfizz garments?
A: Either via our website, over the phone or via our several distributors outside the UK.

Q: Can you tell me about your payment options?
A: You can pay via most cards or credit cards, paypal and we also offer Klarna. Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. Visit: klarna.com/uk/terms-and-conditions. We also offer certain items on prescription (depending on your location).

Q: I have a discount code, where do I enter this?
A: Go to "my bag" and there will be a section on the right-hand side for you to enter any valid discount code.

Shipping & order FAQs

Read our full Delivery Policy here.

Q: Do you deliver internationally?
A: We do. Please read our delivery policy for more information.

Q: Has my order been shipped?
A: If you are an international customer and your order has been sent via Royal Mail, you can track it here by entering your tracking ID. If your order has been shipped by DHL, you can track it here, by entering your 10-digit tracking number also.

Q: Do you have any other distributors?
A: We have distributors in other countries which can be found here.

Q: I've not received my order, what can I do?
A: If you are a purchase customer and haven't received your order within our delivery policy timelines or cannot track it, please get in touch with us via e-mail at info@comfizz.com, live chat or phone us on 0113 266 2096. Please note, that we cannot track Royal Mail orders within the UK.

Returns FAQs

Read our full Returns Policy here.

Q: Can I return an item if I've tried it on?
A: We can only accept garments if they have been tried on over your own underwear/clothing and are returned to us within 28 days of purchase, in their original condition and packaging.

Q: Can I return a faulty item?
A: If there is a fault or error with the garment, made on our part, then we will accept the returned goods and cover additional delivery costs.

Q: How do I return an item to you?
A: Send the item/s you wish to return with your name, order number and reason for return to our address:

Comfizz of Kavendor Ltd.
Units 1-2 Woodlands Complex,
Stanks Lane South,
Leeds,
LS14 5LN

If your item has been delivered by Royal Mail, you can also generate an online returns label via their website. If you need help with this, please e-mail info@comfizz.com or call us on 0113 266 2096.

As soon as your return has been received we will arrange for a refund or exchange.