Account
What should I do if I’ve forgotten my password?
If you have forgotten your password, you can reset it yourself. Simply go to the Login/Register page and use the 'Forgotten your password?' link.
Enter your email address and we will send you a link to reset your password.
Why should I register for an account?
By signing up to an account and logging in each time you visit our Shop, you’ll benefit from a saved list of your chosen delivery addresses and easy access to your order history and current order status.
If you’re eligible to purchase items without VAT as a blind or a partially sighted person, this status will also be remembered and VAT automatically deducted in your basket on eligible items.
Can I make a purchase if I don’t want to register for an account?
Yes, you can complete your purchase as a guest and receive order updates to the email address you provide at checkout.
Prices and VAT
How are prices displayed on the shop?
All products on the shop have their excluding VAT and including VAT prices displayed, apart from publications which have a single zero-VAT price.
You will see one price displayed when browsing categories and in search results. This is the ex VAT or zero-VAT price.
You will see two prices displayed when viewing the product details. These are the ex VAT and inc VAT prices.
Do I have to pay VAT on items I buy if I'm blind or partially sighted?
You can buy an item without paying VAT if:
- it has been specifically designed for blind and partially sighted people
- the manufacturer has confirmed its eligibility for VAT exemption.
Make sure you tick the VAT exemption box at checkout to remove the VAT on eligible products in your basket. This confirms that you are blind or partially sighted, or are buying on behalf of someone who is.
If you register for an account, your VAT exemption status will be remembered on all future orders when you are logged into your account.
Do I have to pay VAT on items I am buying on behalf of a blind or partially sighted person?
No. Make sure you tick the VAT exemption box at checkout to remove the VAT on eligible products in your basket. This confirms that you are buying on behalf of someone who is blind or partially sighted.
How is VAT exemption displayed for eligible products?
If an item is eligible for VAT exemption, it will say ‘This item is eligible for VAT exemption’ in the item description.
I’m registered as blind or partially sighted. How do I make sure I don’t pay VAT on eligible items?
During checkout, make sure you have ticked the VAT exemption checkbox. VAT will then be removed from your order on all eligible items.
Why can't I see the VAT exemption checkbox?
The VAT exemption checkbox is only displayed when your basket contains items that are eligible for VAT exemption.
Payment
What payment methods do you accept?
We accept Visa and Mastercard debit and credit cards, as well as PayPal.
Is payment taken immediately from my card once I place my order?
Yes, when you confirm your order with us, payment will be authorised and debited from your credit or debit card in GB pounds.
Delivery
What delivery methods do you offer?
Our delivery information page has details about our standard delivery times, delivery charges and more.
Can I purchase something from your Shop if I don’t live in the UK?
No, we’re unable to take and send orders to anywhere outside of the UK. Our Helpline may be able to suggest organisations in your country that can help supply the product you’re looking for. Contact us on +44 303 123 9999 or email us on [email protected].
Can I return an item if I change my mind?
Yes, you have 14 days from when you receive your item to return it, at your own cost, for a refund. The item must be in an 'as new' condition. For more information, see our Returns Policy.
I have received my item, but it is damaged
If you receive an item which you believe has been damaged in the post, please contact our Helpline within seven days of receipt of the item. Our Helpline will provide you with a returns number, known as an RMA number, and will confirm where to send the item back to.
What if I want to know more about a product?
We have three stores, which can demonstrate a range of our products, located in Belfast, Edinburgh, and London. To book an appointment please visit our Stores page or call our Helpline on 0303 123 9999.
If you are unable to visit a store, phone and video call consultations are available with our store staff and can be booked through the same Stores link.
You can also see our products at events we attend, to see where we will be, please visit Events.