FAQs

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 (ex VAT) and including VAT (inc 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.

How are sale and special offer prices displayed on the shop?

If a product is on sale, the original selling price will be displayed as 'Original price ex VAT'. The following ex VAT and inc VAT prices will be the sale offer 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.

How is VAT exemption displayed for eligible products?

VAT is calculated at checkout based on the items in your basket and the status of the VAT exemption checkbox.

If you’re exempt from paying VAT and have ticked the checkbox, the VAT will be removed from the eligible products in your basket. If your basket only contains eligible products, the VAT line will be £0.

If your basket contains a mix of items with different VAT requirements, the VAT will only be displayed for the items on which VAT must be paid.

I’m registered as blind or partially sighted. How 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.

We recommend registering with an account on the RNIB Shop. If you tick the VAT exemption box whilst placing an order, your VAT exemption status will be remembered for all future orders placed while logged into your account.

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.

If your basket only contains items on which VAT must be paid or zero-VAT publications, the VAT exemption box will not be displayed.

How do I find out more about VAT?

Our Prices and VAT page has more information about VAT exemption and registration.

Payment

What payment methods do you accept?

We accept Visa and Mastercard debit and credit cards, as well as PayPal.

Where can I find the CSC or CVV2 number on my card and why do I need it? 

The CSC (Card Security Code) or CVV2 number is normally the last three digits printed on the signature strip on the reverse of most debit and credit cards. The code is a security measure banks require for all transactions where the cardholder is not present.

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?

Unfortunately, we’re unable to take orders if you don’t live in 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.

Terms and conditions agreement

Please read our Terms and Conditions & Privacy Policy.*

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