Help and Frequently Asked Questions

How much do you charge for delivery?

Our standard delivery charge is always £4.95 whatever the size of your order. We aim to deliver your items within 2-5 days on this service, but will notify you of an estimated delivery date when processing your order.

Is your site secure?

Yes it is. Once you start the checkout process you are transferred to our Secure server so that we can take your address and card details securely. You will notice the padlock appear and the address change to https:// in the browser address bar at this stage.

Do your prices include VAT?

The current VAT rules allow people who are 'chronically sick or disabled' VAT relief on many of the items we sell. For that reason, the prices shown are exclusive of VAT

 

How do I qualify for VAT relief?

According to HM Revenue and Customs, a person is chronically sick or disabled if he/she is a person:

• with a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities;
• with a condition which the medical profession treats as a chronic sickness, such as diabetes;
• who is terminally ill

If a parent, spouse or guardian acts on behalf of a 'chronically sick or disabled' person, your supply is treated as being made to that 'chronically sick or disabled’'person.
You can contact the National Advice Service on 0845 010 9000 for more details about VAT Relief for disabled people.

How do I declare that I am eligible for VAT relief?

As part of the checkout process, there is a box to tick like the one shown below, and also a space to enter your condition. If these boxes are not completed, we will have to charge you VAT at the current rate of 17.5% on your order. We will always contact you first before doing this.

Can I return products to you?

If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item.
Please contact us first by telepone, email or post and ask for a Returns Number and Returns Address. Write the return code on the outside of the packaging, and then return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund less carriage charges. We recommend using an insured delivery service.
Returns must be made within 15 working days of delivery. You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed, although it will usually be processed on receipt of the returned goods.