Frequently Asked Questions

We've gathered together answers to some of the most common questions asked by Dexcom UK and Ireland’s customers. Please check to see if the answer to your question can be found here. If you still have questions, our Customer Service team would be happy to help. Visit the Contact Us page for contact information.

You can also visit Dexcom UK and Ireland's YouTube channel or our Facebook page to learn more about Dexcom CGM, the G6 CGM System and hear stories from our Dexcom Warriors about how it has changed their lives.

 

Products

For information about the Dexcom G6 and how it works, our online resources are a great place to start:

Dexcom Training Resources

Frequently Asked Questions on Dexcom.com.

Dexcom UK & Ireland YouTube channel.

Need more answers before you buy? A Dexcom Sales Advisor is here to help! Complete our information request form to request a call back from a member of our team.

For more information about smart device compatibility, please view our compatibility guide.

A member of our team would be happy to assist you! Complete our information request form to request a call back from a Dexcom Sales Advisor who can answer any of your product related questions.

 

Online Product Selection

Currently, only Dexcom G6 products and accessories are available for purchase through the Dexcom Store.

If you do not own a compatible smart device you will need to buy a receiver.

 

NHS Funding

Speak to your Diabetes Healthcare Team about local funding criteria for Dexcom G6.

Additionally, please read this excerpt on clinical guidelines and current NHS funding from our charity partner, JDRF.

Remember, if you choose our Subscription, and you gain NHS funding, you can come out of the Subscription without penalty after you have you fulfilled all of the payments for product you have received.

Currently the Dexcom Store is only available to self-funded customers. If you wish to place an order for funded supplies please contact our Customer Services team on 0800 031 5761.

 

Registration & Account Management

Because Dexcom is a medical device, we ask that all customers register to buy products from us, to help ensure that products end up in the right hands.

Registration also ensures that every customer has easy access to the information they need, such as order history, invoices and tracking of replacement orders through Technical Support.

A Dexcom account is different from a Dexcom Store account.

Your Dexcom account is used to sign in to Dexcom mobile apps and Dexcom CLARITY. You need a Dexcom Store account to purchase our CGM products online, view your order history and access invoices.

First, check to make sure the spelling of your email is correct. If it is, try resetting your password. If you do not receive your Reset Password assistance email within 5 minutes, it may be because your account is not fully set up. Please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com.

Just click on the "Forgot password?" link on the login page and follow the prompts to verify your email address and reset your password.

Please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com, and they can assist you in resetting your password using your new email address.

If you have placed orders in the past but they aren't visible in your order history, please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com and they will get you sorted.

To change the email address associated with your Dexcom Store account, log in to your account. Click on "Edit" in the Profile box. This will take you to a page where you can enter your new email information. If you are still having trouble, please contact Customer Service on 0800 031 5761 or alternatively you can email us at GB.Sales@Dexcom.com.

Please contact Customer Service on 0800 031 5761 for help closing your account.

If you will be ordering Dexcom products for more than one person, we ask that you set up a separate Dexcom Store account using a unique email address for each person.

 

Ordering

For safety reasons, the Dexcom Store limits how much of each item can be ordered at a time*.

*Transmitter warranties last 90 days from shipment. Dexcom UK and Ireland recommends that you order 1 Transmitter at a time to remain under warranty, unless you will be travelling, or other circumstances require you to need access to a second transmitter.

Dexcom is not stocked anywhere else in the UK, you can purchase online or by contacting our Customer Services team on 0800 031 5761.

Regulations require that all first-time users of a new generation of Dexcom product (such as the Dexcom G6) have Instructions for Use included in the first product shipment. Instructions for Use are detailed manuals you can refer to when setting up your new Dexcom product.

You can download a copy of our user manual free of charge.

 

Payment

The Dexcom Store currently supports Visa, Mastercard, AMEX, Visa Debit and Debit Mastercard.

Yes, you can add as many cards as you like. You can add a new card as you proceed through checkout, or through the Payments section of your Account.

If you keep multiple cards on file in your account, simply choose the card you wish to use from the dropdown menu when you go to checkout. All cards that are saved in your account will be available for you to choose from.

Yes, you can remove cards you no longer wish to use. Log in to your Account and go to the Payments section. Simply click the "X" next to the card you wish to remove.

You can try a different card, or contact the card issuer.

 

Shipping

Carrier Service Estimated Delivery Time in business days*
DPD Local - UK 1-5 business days
DPD Pre-12 Next business day by 12pm
DPD Saturday Saturday (if placed before 2pm Friday)
 

Dexcom UK works with DPD.

You can select to not require a signature upon delivery when entering in your shipping information. If you'd prefer to sign for your shipment, you can have your product shipped to any trusted location you like, such as your office. Alternatively, DPD also has 2,500 pick up locations across the UK from which you can pick up your Dexcom product.

No, all shipping destinations must be within the UK.

Yes, you can add as many shipping addresses as you like.

You can add a new address as you proceed through checkout, or through the Address Book section of your Account. If you keep multiple addresses on file in your account, simply choose the one you wish to ship to from the dropdown menu when you go to checkout.

You can edit addresses in your Address Book at any time. You can also edit an address as you proceed through checkout.

Once your order has been processed by our warehouse, we are unable to amend the delivery address. If you wish to make any changes to your order please contact Customer Services immediately 0800 031 5761. Please have your Order Number from your Order Confirmation email ready.

Orders placed before 2pm are shipped the same day Monday to Friday (excluding holidays), orders placed after 2pm will be dispatched the next working day. A shipping confirmation email with a tracking number and link to your invoice will be sent to you once the order has shipped.

Orders are shipped Monday to Friday during business hours. If an order is submitted past the shipping cut-off time or outside of business hours, the order will ship the following business day.

You can track your order by clicking on the tracking number in your shipping confirmation email. Your tracking number will also be available within your Order History once your product has shipped.

Tracking information is typically made available by your courier within 24 hours of the delivery date.

Orders placed before 2pm are shipped the same day Monday to Friday (excluding holidays), orders placed after 2pm will be dispatched the next working day.

*These times are estimates only and are subject to change at any time.

Start by checking the status of your shipment using the Tracking Number from your Shipping Confirmation email. If you have questions, please contact the courier first. If help is still required, feel free to contact Dexcom Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com.

Orders may be cancelled only if they have not yet been processed. To cancel an order, please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com as soon as possible. Please have your Order Number from your Order Confirmation email ready. We may not be able to accommodate all order cancellation requests.

Orders can be changed only if they have not yet shipped. To change an order, please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com as soon as possible. Please have your Order Number from your Order Confirmation email ready. We may not be able to accommodate all order modification requests.

We currently do not offer in-person pick up.

Product is shipped from Dexcom's Distribution Centre in Accrington, UK.

No, our offices do not hold product inventory.

 

Invoicing

You will receive an email with a link to your invoice when your order has shipped. You can also access invoices for all past orders in your Dexcom Store account under Order History. You can download individual invoices or batches of invoices for a period of time.

Invoices are released within 24 hours of your order being shipped.

In order to be exempt from VAT, you need to complete at VAT exemption form and return it to Dexcom. You can request a form by ticking the VAT exempt box when registering your Dexcom Store Account, in your Dexcom Store Account Profile, or by contacting Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com. If that form has not been completed, any purchases made through the store will be charged VAT. Please review the government guidelines regarding VAT exemption.

 

Warranties & Returns

For technical support, please contact us on 0800 031 5763. For product troubleshooting or replacement enquiries, please complete a Product Support Request.

All sales are final. There are no returns or exchanges. If your product is damaged and under warranty, please contact Technical Support on 0800 031 5763.

Dexcom provides a limited warranty for G6 transmitters and receivers. For full warranty details, please refer to the Warranty Section of the Using Your G6 Guide.

 

Subscription Program

Yes, visit the G6 Subscribe & Save page here.

Download our Guide to the Dexcom G6 Subscribe & Save Plan for an overview of how the price plan works.

Visit the Subscribe and Save Plan page and Subscribe!

You will be charged 159 every 30 days for the period of your annual contract. That’s an annual cost of £1908 saving £788.25 off the Pay-As-You-Go equivalent RRP.

If you have purchased a Starter Kit within the last 50 days, upon selecting to Subscribe you will automatically be allocated the 11 month contract. To maximise the wear of your current transmitter (which has 3 months wear) your next delivery will include 2 boxes of the sensor 3-pack to complete the life of your current transmitter. Your 11 month Subscribe & Save plan, including your initial purchase of the Starter Kit, matches the 12 month plan exactly in product received and cost savings. At the end of either subscription contract you will be reminded that your contract is due to auto-renew for 12 months unless you tell us otherwise within the time frame noted in your contract.

Download your Guide to the Dexcom G6 Subscribe & Save Plan.

At the end of your subscription contract you will be reminded via email that your contract is due to auto-renew for 12 months unless you tell us otherwise within the time frame noted in your contract.

The 11 month subscription contract is only available to those who have purchased the Dexcom G6 Starter Kit within the last 50 days.

Since the battery on your transmitter continues to run down even when not in use, if you have waited an extended period of time between purchasing your Starter Kit and transferring to the Subscribe & Save plan the battery life of your transmitter may have expired. You will therefore be offered the 12 month plan and receive all the product you need to continue your Dexcom G6 journey.

Download the Dexcom G6 Subscribe & Save Plan Guide for an overview of what product you’ll receive.

A “Suspended” subscription status means that we encountered a problem while trying to process your monthly payment. This could be for a number of reasons, but we suggest you verify the details of your assigned subscription payment method within your My Payments page.

Once you have verified or updated your payment information please call Customer Service immediately on 0800 031 5761 in order for them to resolve the issue and update your status back to Active. If you do not contact us, you will not receive your next quarterly shipment of supplies.

LBL018873 Rev002