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Welcome to Hartmann Direct's FAQs & Help page. Here you’ll find practical guidance on everything from incontinence care and product selection to shipping and returns. With over 40 years of experience in discreet continence management, our team is committed to giving you clear answers, reliable service, and high-quality MoliCare® products tailored to your needs.Bladder
How common is bladder leakage?
Bladder leakage is a very common problem. According to the Bladder and Bowel Foundation around 14 million people in the UK experience regular bladder leakage. That means one in every 4 or 5 people who live in the UK have this problem.
What should I do if there is blood in my urine?
Blood in the urine is alarming but there may be a simple explanation. You must visit your GP or nurse practitioner and report this occurrence, so that any serious problems can be diagnosed and treated. If you have no other symptoms and your urine becomes clear again, you must still visit the surgery and report this. A simple urine test will identify whether or not the bleeding has resolved. Ladies, if you see blood in the toilet, just make sure you haven't started a period unexpectedly.
What should I do if I experience difficulty passing urine?
If you cannot pass urine at all, are in pain and the area over the lower abdomen is swollen, this is an emergency and you should seek medical opinion without delay. If you occasionally have difficulty passing urine which is causing you concern, you should also seek medical advice. Reasons for occasional or worsening difficulties in passing urine include constipation, a prolapse (in women) or an enlarged prostate gland (in men).
What are the different treatment options for urine leakage?
There are various treatment options including but not limited to medication, exercises, lifestyle changes and surgery. Not all are suitable for different types of incontinence therefore it is important that your symptoms are assessed to find out what is causing the leakage. Once a diagnosis is made, suitable treatment and advice will be offered.
What is incontinence?
Incontinence is the medical term for loss of urine and/or faeces which happens involuntarily. In other words, you are unable to control leakage from the bladder or bowel. Many people think 'incontinence' means that all control of the bladder and/or bowel is lost. This is not true. The loss of urine and/or stool may be very slight, but it is still called incontinence.
I've been told I've got stress incontinence, what does this mean?
Stress incontinence is leakage of urine from the bladder on exertion. Simple activities which result in leakage include picking up shopping or a child; a hearty laugh, cough or sneeze; aerobics, trampolining and running. Stress incontinence is due to weakness of the pelvic floor muscles. Contrary to what the name implies stress incontinence is not caused by emotional stress, although any leakage may cause the sufferer to be 'stressed'.
Why does stress incontinence happen?
In women, the pelvic floor muscles may be weakened as a result of childbirth, but women who have never had children can still suffer from stress incontinence. In men, these muscles may be weakened following surgery on the prostate gland.
What causes stress incontinence?
Sometimes there are several factors, but risk factors include: pregnancy; childbirth; the lowering of oestrogen levels at and following the menopause; constipation; being overweight; a chronic cough; trauma and some illnesses.
What can be done to help stress incontinence?
Regularly tightening your pelvic floor muscles will help the muscles to become stronger. This will help prevent leakage in most cases. This may help but is not an alternative for visiting your GP for more specific advice. See treatments for stress incontinence.
What is urge incontinence?
Urgency or feeling the need to pass urine fairly soon, is a normal sensation. This alerts us as to how soon we need to find a toilet and pass urine. We can normally defer this sensation to a suitable time and place. If we are unable to suppress this sensation then urge incontinence occurs. The classic symptoms associated with this problem are; having to go to the toilet to pass urine more frequently than you feel you should; waking twice or more in the night to pass urine; and experiencing urgency.
Why does urge incontinence happen?
Incontinence associated with urgency can be associated with illnesses affecting the nervous system. It may be due to the bladder muscle itself contracting when it should be relaxing and storing the urine. This is called an over-active bladder. Often the symptoms occur in an otherwise normal, healthy individual.
What can be done to help urge incontinence?
The first thing is to make sure you don’t have a bladder infection, as the symptoms can be very similar. This involves a simple urine test by the doctor or nurse. If positive, then a urine sample will be sent to the hospital for testing and to determine, if antibiotics are needed which one will work the best. Simple advice on fluid intake may also help, as may the reduction of caffeinated drinks. Strengthening the pelvic floor muscles sometimes helps to control urgency, and training the bladder to gradually hold on for longer periods is also a treatment used for these symptoms. If simple advice does not help, there are tablets which may improve your symptoms but your doctor or nurse will decide if these are necessary and suitable for you.
Can you have more than one type of incontinence?
Yes, stress and urge incontinence can occur together and this is called mixed incontinence. Some people are incontinent of both urine and faeces and they are said to be doubly incontinent.
Why do I often have to rush to the toilet to urinate after drinking coffee?
Coffee contains caffeine which is diuretic. This means it makes you produce more urine. Coffee also irritates the bladder and makes the bladder squeeze more strongly and therefore increases urgency. These effects are more noticeable in some individuals than others. Tea, chocolate and some fizzy soft drinks also contain caffeine. Try gradually replacing caffeinated drinks with water or decaffeinated drinks.
After eating asparagus, my urine smells! Why does this happen?
Asparagus is a delicately flavoured and relatively expensive vegetable, often steamed and wrapped in Parma ham or covered in Stilton cheese as a starter. It depends on your genes whether or not it makes your urine smell foul after eating it. To most of those affected, this temporary, harmless effect is worth the enjoyment of eating asparagus. About half the population experience strange smelling (and sometimes green) urine after eating asparagus
I often lose urine when I laugh or cough, why does this happen?
This is usually due to a weakness in the pelvic floor muscles, which support the bladder. The leakage is called stress incontinence.
Who can I talk to about my condition?
Initially, you should visit your GP who may refer you to a specialist Bladder and Bowel service for assessment of your symptoms. HARTMANN also recommends that your contact the Bladder and Bowel Foundation if you have any further questions on continence issues.
What should I do if I think I am incontinent?
If you do have difficulty controlling your bladder and / or bowel, do seek help. Your symptoms will be assessed and treatment options discussed. You can speak to your doctor or nurse for advice. There may be a specialist bladder and bowel service in your area and your GP may refer you to this department. Specialist nurses or physiotherapists usually manage this facility and have the skills to assess, treat or refer to other specialist consultants.
Bowel
How often should I open my bowels?
Everyone is different and not everyone has a daily bowel movement, which is what some people perceive as the ‘norm’. Between 3 times a day and 3 times a week may be considered ‘normal’.
Who is affected by faecal incontinence?
The problem affects all ages, but the risk increases sharply with age when men and women are equally affected.
What is faecal incontinence?
Faecal incontinence is the involuntary loss of solid or liquid stool. Some definitions use the term
How common is faecal incontinence?
According to the Bladder and Bowel Foundation, around 6.5 million people in the UK experience some form of bowel problem.
What should I do if there is blood in my faeces?
Noticing blood in your motion may be due to haemorrhoids (piles) which can bleed, especially if you are constipated, it is however very important to report this to your doctor or nurse so it can be checked out. You must report the following symptoms:
- blood in your stools (faeces) or bleeding from your rectum (bottom)
- a change to your normal bowel habits that persists for more than three weeks, such as diarrhoea, constipation or passing stools more frequently than usual
- abdominal pain
- unexplained weight loss
What can be done to help bowel problems?
There are various things which can be done to help. Sometimes simple dietary or lifestyle advice will improve symptoms. People may find it difficult to discuss symptoms such as bowel leakage but be reassured. To your doctor or nurse this is a problem like any other in that, once the reason for it is identified, effective treatment can be commenced. Just talking about the problem to your health professional will make you feel more positive and that there is plenty that can be done to help.
What should I do if I think I am incontinent?
Who can I talk to about my condition?
Initially, you should visit your GP who may refer you to a specialist Bladder and Bowel service for assessment of your symptoms. HARTMANN also recommends that your contact the Bladder and Bowel Foundation if you have any further questions on continence issues.
Product
How should the products be stored?
The products should be stored in a dry and clean place. It is not recommended to store the products in the bathroom or a garage or shed.
Are MoliCare incontinence products latex-free?
Natural latex rubber is not intentionally added to the incontinence products including primary packaging under the MoliCare brand - medical devices class I of PAUL HARTMANN AG (PHAG).
The incontinence products of PHAG are placed onto the market as medical devices according to Regulation (EU) 2017/745 (Medical Device Regulation, MDR) and are evaluated in a toxicological assessment process. The evaluation of biocompatibility follows the rules of ISO 10993-1:2018 and is applied to all relevant raw materials as well as the final incontinence products of PHAG including primary packaging. The evaluation of biocompatibility according to ISO 10993-1:2018 is a multistep process, in which the effects of the medical device on human health must be assessed based on the intended use. It includes a toxicological risk assessment to exclude adverse effects on the health of the patients.
Can I use the product straight from the packet?
We recommend that the products are taken out of the packet at least half an hour before use, as they are vacuum packed in the packet for efficient storage and transportation. This allows the fibres to ‘fluff up’ and work more effectively. Why not remove a day’s supply the night before and store these in a dry place such as a wardrobe or drawer?
Where are the products manufactured?
Our products are manufactured in Germany and France.
Can I get a free sample of incontinence pads?
HARTMANN Direct offer free samples of MoliCare incontinence pads so you can try them in the comfort of your own home before buying. Visit our Free Incontinence Samples section and in a few clicks find the right products for you and order your free samples.
Why do I need fixation pants with MoliCare Premium Form?
MoliCare Premium Form is a larger shaped pad, without an adhesive strip or fixation tabs so you need fixation pants to hold the product in place securely.
Why do the products have a coloured stripes?
The colours represent the product’s absorbency level and in some cases the number of stripes indicates the product size.
How do the products keep me dry?
Fluid is guided into the centre of the product by the fibres where it is securely stored. The centre of the product contains odour neutralising granules to help reduce unpleasant odours. The water repellent leg cuffs ensure that the product does not leak.
My product is leaking what should I do?
There are several reasons that might cause your products to leak. There are a few things that you can check yourself: Make sure that you have the correct size product by taking the necessary measurements. Check that the product is fitted correctly according to the fitting guides. Ensure that you have removed the product from the packaging before use to allow the fibres to ‘fluff up’. If none of this advice helps you may wish to try a higher absorbency product. It may be advisable to visit your GP for referral to a specialist to ensure you are receiving the correct product.
I’m sweating inside my product, what can I do?
MoliCare Premium Form with MoliCare Premium Fixpants is the best option if you are struggling with sweating. The MoliCare Premium Fixpants are designed to be breathable and this system allows for the air to circulate.
Can I use powders and creams (ie talc and barrier creams) with the products?
It is not advisable to use such products as they may not be specifically designed for continence care. They may block the pores of the product which could reduce the effectiveness. The Menalind range is specially designed for use with continence products.
I am worried that people will notice that I am wearing a product, what do you recommend?
All HARTMANN products are designed to be discreet with white, textile-like backing. MoliCare Pads are our most discreet products for slight incontinence and can be worn within your underwear. For moderate to severe incontinence we recommend MoliCare Premium Mobile, which is designed to look and feel like underwear.
How often should I change the product?
The wetness indicator gives a guide to know when to change the product; you should change when you can only see 2 solid blocks of the indicator. A soiled product should be changed as soon as possible.
Are the products environmentally friendly?
At HARTMANN we are environmentally aware. Our packaging is recycled and non bleached. The products are vacuum packed to minimise transportation impact. Every effort is made during production to reduce waste.
Will they rustle when I’m walking?
The products should not rustle as the textile like back-sheet reduces the risk of any sound when moving.
Do you have a swimwear range?
HARTMANN GB do not supply a swimwear range however we recommend a company called Incy Wincy.
Do you provide catheters?
HARTMANN only provide absorbent body-worn products. We do not provide catheters.
Which product should I be using?
It is always recommended that you visit your GP in order to be referred for a full clinical assessment however you can use the product selector to give you an idea of which product we would recommend for you.
What are the products made of?
The products comprise of mainly cellulose (fluff), SAP (super absorbent polymer) and PE (polyethylene).
Can the products be incinerated?
Yes the products can be incinerated.
How do I dispose of HARTMANN Moli products?
You may contact your local council to find out if they have a specific way to dispose of used products, otherwise wrap used products in newspaper and put into your household waste.
Are HARTMANN products flammable?
Absorbent continence products may ignite if they are exposed to a flame or heat source such as a lit cigarette, halogen lamp, or bar heater for example. This can occur whether they are worn or still in packaging. Products can also add fuel to a developing fire. We recommend following the advice of the London Fire Brigade with regard to safe use and storage of your products.
What are the best products for Dementia patients?
We recommend disposable pull-up pants such as MoliCare Premium Mobile. These feel like regular underwear which reduces the risk of confusion and allows Dementia patients with incontinence to go to the toilet as normal but also keeps the person protected if they have incontinence.
Ordering
How can I change my account password?
You can change your password by logging into your account. You can click on change password to change the password on your account.
How can I view my order history?
You can view your previous orders and other account details by logging into your account (click on my account in the top right hand corner).
Where can I buy products in my local area?
HARTMANN products are only available by delivery.
How can I return my products?
Only unopened packets can be returned. A collection can be arranged via our courier for a charge of £15. You can also return unopened packages by post. A refund will be arranged for the value of the returned products. It is recommended that people try a sample of products before purchase to ensure they order the correct product.
How to I make a complaint if I’m not happy with my product?
Is you are not completely satisfied with your product or service, you can speak to us either by calling our Customer Services team on 01706 363200, or emailing us at customerservicesuk@hartmann.info. We aim to respond to all complaints within two working days.
Delivery
How long will it take my delivery to arrive?
Your delivery will be with you within 3-5 working days of your order being placed.
Can I order outside the UK?
HARTMANN have subsidiaries in lots of countries around the world and some have their own way to purchase products directly however HARTMANN GB do not ship to other countries.
Will the driver be able to put the products away for me?
The drivers are only insured to take the products to your doorstep so they should not enter your house.
Can I request morning or afternoon delivery?
The courier company that we use do not provide the option to select a morning or afternoon delivery.
Can the delivery be left in a safe place?
We can leave the delivery in a safe place for you. Mention this when placing your order or add it to the comments box online.
Payments
Do you take cash on delivery?
No we can not accept cash on delivery. You can pay by credit/debit card, PayPal or cheque.
Do I need to pay VAT?
Not if you are purchasing products for personal use.
Do I need to pay for the delivery?
If your order is over £50 you do not have to pay carriage, under £50 there is a £4.95 charge for delivery.
If I buy in bulk will I get a discount?
As we try to offer our customers the best price we can regardless of how many are purchased, there is no discount for bulk purchases.
Women
How does pregnancy cause urinary incontinence?
How does childbirth cause urinary incontinence?
Some women continue to have problems with urinary incontinence after childbirth. Labour and vaginal childbirth can weaken pelvic floor muscles and trigger or worsen urinary incontinence and leakage. These problems usually go away within 6 weeks; any woman still suffering from symptoms should speak to their GP to be referred to a Specialist Continence Nurse.
How does menopause cause urinary incontinence?
After menopause, a woman stops producing as much oestrogen. A lack of this hormone can weaken the urethra, allowing urine to leak out before a woman is aware that she needs to urinate. As with any muscle in the body, the muscles in the bladder and urethra grow weaker as a person ages, further contributing to urinary incontinence.
How many women worldwide suffer from incontinence?
A 2002 study shows that 32% of British women, 34% of German women, 32% of French women, and 15% of Spanish women reported having urinary incontinence symptoms in the previous 30 days. The same study estimated than 12.4% of all women are affected, worldwide. (Hunskaar, S., Lose, et al. (2003) Prevalence of Stress Urinary Incontinence in Women in Four European Countries, 2002. ICS: UK)
Which products are best for occasional bladder leaks in women?
We recommend MoliCare Premium Lady Pads for the occasional bladder drips and dribbles for women. These pads are available in 5 absorbencies, starting with 1 Drop which is a slim panty liner for a few drips, up to a 5 Drop which will cope with managing bladder weakness throughout the day or night.
Men
Does prostate cancer cause incontinence?
While prostate cancer does not directly cause urinary incontinence, it can be a side effect of their treatment. The treatment for prostate cancer treatment can cause nerve damage, as well as damage to the pelvic floor muscles that help you urinate.
Is incontinence a sign of prostate cancer?
The symptoms of prostate cancer may include:
- Frequent urination
- Increased urgency to urinate, particularly at night
- Difficulty initiating the stream of urine
- Weak flow or interrupted flow of urine
- A need to strain in order to empty the bladder
- Blood in the urine or seminal fluid
- Onset of erectile dysfunction
- Discomfort or pain when sitting
- Pain or burning during urination
Is an enlarged prostate something to worry about?
An enlarged prostate is common in men over the age of 50. This is not cancer, and isn’t usually a serious cause for concern. Some people believe that having an enlarged prostate signals an increased risk of prostate cancer, but this is not the case.
Why does the prostate enlarge as you age?
For most men, the prostate will begin to enlarge slowly as they age. This condition is called benign prostatic hyperplasia (BPH). It does not indicate an increased risk of cancer. Scientists are not sure why BPH occurs, but for many men it becomes uncomfortable around the age of 50. They begin to have noticeable and uncomfortable symptoms as a result, including an increase in urgency and a difficulty starting their urine stream. The prostate gland is located around the urethra; as the prostate enlarges, it compresses the urethra, making urination more difficult.
Are there incontinence products specifically designed for men?
MoliCare provide a range of incontinence pads specifically designed for men that are purpose built for the male anatomy to stop leaks onto underwear and clothing. Need something more absorbent, try MoliCare Men Pants for a pull-up pant option specifically for men with a front shifted absorbent core giving protection where men need it most.
Which products are best for occasional bladder leaks in men?
We recommend small MoliCare Premium Men Pads for the occasional drips or dibbles for men. These pads are available in 4 absorbencies, start with a 3 Drop for a few drops, up to a 5 Drop for a higher level of protection for dribbles.
Washable
How do I wash the pants?
How long will they last?
What level of incontinence does it cover?
The absorbent underwear is ideal for very light drips and dribbles, while the absorbent underwear with X-Change pads will give you a little bit more absorbency for light incontinence.
What if I need extra protection?
If you are unsure whether these will cover your needs, we recommend trying the absorbent underwear with X-Change pads. You can carry and replace the X-Change pad throughout the day if and when needed.
How do they provide protection?
The underwear is constructed with a 3-layer absorbent core, as well as having unique leak-proof sides built into the product. This ensures no blood or urine can escape from the absorbent areas.
Are they hygienic?
The underwear can be washed at 60 degrees which eliminates odour-causing bacteria.
Are there eco-friendly incontinence products available?
Try MoliCare washable and absorbent underwear as our eco-friendly incontinence product for lighter levels of bladder weakness. This underwear will keep you protected from light leaks and dribbles which a waterproof backing that ensure urine will not leak onto clothing. This underwear can be washed and reused time and time again like your normal daily underwear.
Hartmann Direct FAQs: Quick Answers You Can Trust
We know that managing incontinence and ordering supplies can feel overwhelming. That’s why our FAQs cover everything from choosing the right MoliCare® product to understanding delivery and returns. Our goal is to make shopping with Hartmann Direct simple, discreet, and stress-free.
Delivery, Returns & Ordering
We deliver across the UK with free standard shipping on orders over £50. Most parcels arrive within 3–5 working days, and unopened products can be returned for a refund. Our secure checkout makes ordering fast and straightforward.
Expert Support for Incontinence Care
Hartmann Direct specialises in trusted MoliCare® incontinence products, including pads, pants, and bed protection. If you’re unsure which product is right, try our incontinence product free sample service or contact our team for personalised advice. We’re here to help you manage incontinence with confidence and dignity.