Frequently Asked Questions

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.

By signing up to an account and logging in each time you visit our shop, you’ll be able to save delivery addresses and easily access current order status, as well as order history. 

To change the email address associated with your account, contact us using the button at the bottom of the page, or email helpline@rnib.org.uk

The ex-VAT price is given for all items when browsing. When viewing product details, prices including and excluding VAT are shown. If an item is eligible for VAT relief you will be able to tick the box on the product page if you eligible to receive this. 

You can buy an item without paying VAT if: 

• it has been specifically designed for people with sight loss. 

Make sure you tick the VAT exemption box on the product page. When you get to the basket page you will be required to add the name of the person who is VAT exempt.  

Make sure you tick the VAT exemption box on the product page. When you get to the basket page you will be required to add the name of the person who is VAT exempt.This confirms that you are buying on behalf of someone who has sight loss.

To claim relief from VAT, customers must have a relevant disability or be purchasing on behalf of someone with a relevant disability. 

If you are eligible to receive certain goods designed for the disabled/chronically ill without paying VAT then please check the box on the product page and add the name of the person when prompted. Please note that the VAT check box will only appear on the page of the product if the item is eligible to be sold without VAT.   

If you would like to check the VAT regulations, details can be found on the official government website. 

Please also note that there are severe penalties, under the VAT laws in the UK, for any person who makes a false declaration or who evades VAT. 

The VAT exemption checkbox is only displayed if the item is eligible for VAT exemption.

We accept Google Pay, PayPal, ShopPay, Visa and Mastercard debit and credit cards. 

Yes, when you confirm your order with us, payment will be authorised and debited from your chosen payment method. 

Our delivery information provides details about standard delivery times, charges, and more.

Yes, you can return the item at your own cost within 14 days of receiving it. In order to receive a refund, the item must be in as-new condition. For more information, see our returns policy.

If you receive an item that you believe is damaged or faulty, please return the item within seven days of receipt. Please use the paperwork provided in your package. For further assistance please call us on 0303 123 9999 or email helpline@rnib.org.uk. 

We love meeting our customers and can demonstrate a range of our products in-store at our locations in Belfast, Edinburgh, and London. We can also arrange phone and video consultations. To book an in-person or video appointment, please visit products for life stores, email us at helpline@rnib.org.uk, or call us on 0303 123 9999. 

We also regularly attend events and bring a selection of products with us. To see where we will be, please visit events.