Frequently Asked Questions about Youreableshop.co.uk

Questions about...

1. Ordering
2. Payment
3. VAT Exemption
4. Delivery Times, Charges and Destinations
5. Products
6. Returns and Exchanges
7. About Youreableshop.co.uk
8. My Account

Back to Help Centre

1.Ordering

"Do you have a catalogue?"

We do not currently have a printed catalogue since all of our products can be browsed through on the Yourableshop.co.uk site.

However we are currently in the process of creating a printable catalogue to allow you to browse through our products at your leisure.

"How do I cancel an order I have already placed?"

You can easily cancel an unwanted Youreableshop.co.uk order without being charged a cancellation fee for up to 24 hours after you’ve placed it, unless it has already been processed. All you have to do is give our customer services team a call on 01384 473 728.

If 24 hours has already passed your order may already have been processed, but you may wish to check with us just in case it hasn’t. If it has been processed you may find the information in our Returns and Exchanges section helpful.

"How do I make changes to my order?"

At Youreableshop.co.uk we understand that sometimes you just change your mind. That’s why you can easily alter the details of an order you have placed for up to 24 hours after you’ve placed it or until the order has been dispatched without incurring any cancellation fees. Simply give our customer service team a call on 01384 473 728.

If your order has already been processed you cannot cancel the order but you may find the information in our Returns and Exchanges section helpful.

"Where’s my order?"

If you would like to know the whereabouts of an order you have placed, simply give our customer service team a call on 01384 473 728.

2.Payment

"What cards do you accept?"

We accept the following cards as payment: Visa, Visa Debit, Mastercard, Solo, Maestro, Visa Electron.

What currency do you accept payment in?"

Youreableshop.co.uk accepts payment in either Sterling Pounds or Euros. If you wish to view our site prices and your shopping basket totals in Euros, simply click on the ‘€’ symbol at the top of each page of the site.

However please be aware that there are additional delivery charges for products weighing over 10kg which are being delivered to an overseas address. Please contact our customer service team on 01384 473 728 for advice.

"Is it safe to shop online?"

Shopping online is considered to be very safe. You may wish to take a look at our Privacy and Security Policy for reassurance.

"Do I have to order online?"

Youreableshop.co.uk is currently an internet based retailer which allows us to offer you over 13,000 products at much lower prices than a walk-in store could.

If you are experiencing trouble or are not comfortable ordering online you can call us on 01384 473 728 where one of our trained customer service advisors will process your order for you.

3.VAT Exemption

"What is VAT exemption?"

If you have a long term medical condition you may qualify for VAT exemption and will not be required to pay tax when you purchase certain disability aids.

You may wish to take a look at our VAT exemption information page to see if you qualify.

"Can I order on behalf of someone else who qualifies for VAT exemption?"

Yes, you can. When you reach the checkout stage of your online order you will be asked to click the ‘VAT EXEMPTION’ link to provide details of the person who you are purchasing the VAT exempt items for.

If you’re experiencing problems selecting VAT exemption on your items you may find it helpful to refer to our VAT exemption information page.

"Why isn’t VAT exemption available on every product?"

Only products which have been specifically designed to aid people with disabilities or severe injuries are available for VAT exemption on Youreableshop.co.uk.

You may wish to take a look at our VAT exemption information page for further details.

4.Delivery Times, Charges and Destinations

"Why am I not eligible for free delivery on my purchase?"

If your total order value comes to less than £40, you will not be eligible for free delivery and will be charged a delivery fee of £4.98 (including VAT).

"How long will it take for me to receive my item(s)?"

If we currently hold the product(s) you have ordered in stock, you are likely to receive them within 72 hours. However during busier periods our customer service department advises a delivery time of 7 to 10 days.

If the products you have selected are not currently held in stock when your order is placed and no delivery time is stated, please remember that we replenish all our top selling lines within 5 working days.

All tailor-made goods will show alternative delivery times in their product information.

"What countries does Youreableshop.co.uk deliver to?"

Youreableshop.co.uk delivers to the UK and we will also deliver most of our products to the EU.

However, delivery to the EU incurs a minimum delivery charge of £24.35. It is also advisable to contact us before ordering a product to be delivered to an EU address, as heavier products are likely to incur further delivery charges.

"Can I have my items delivered to a different address?"

Yes, you can. When you place your order on Youreableshop.co.uk simply remember to put your own details into the ‘Billing Address’ section and the recipient’s into the ‘Delivery Address’ section.

5.Products

"I need to know more information about a product."

If you contact us via our handy online form we will find you all the details you need.

"I have received the wrong product(s). What should I do?"

Unfortunately mistakes do happen from time to time. If you find you have received an incorrect product then simply give us a call on 01384 473 728 and speak to our customer service team.

6.Returns and Exchanges

"I want to return an item - how do I do this?"

For your convenience, Youreableshop.co.uk allows you to exchange any purchase if you change your mind or if the product is faulty.

If you have changed your mind, you must return your purchase within 14 days of purchase in an ‘as new’ condition, along with all packaging and accessories.

Please remember to send the returns form back to us along with the unwanted product. This form can be found on the back of the packing slip which will be delivered in your product packaging.

"If I return an item will I be refunded in full, including delivery?"

If the product you are returning is faulty we will, of course, cover the return delivery charge for you.

If you have simply changed your mind then the cost of returning the item is entirely your responsibility. We recommend that you make use of a parcel delivery company which will insure you for the value of the goods that you are returning.

"I have been refunded the wrong amount. How will this be rectified?"

Occasionally mistakes do happen. We will sort out any mistakes as quickly as we can - simply contact our customer services department on 01384 473 728 and explain the problem to one of our advisors.

7.About Youreableshop.co.uk

"How do I un-register from Youreableshop.co.uk?"

If you’d like to un-register from Youreableshop.co.uk all you have to do is contact us. However, if you decide to un-register you will no longer be eligible to receive communications from us, such as newsletters and information about promotional offers.

"Do you have a store?"

Youreableshop.co.uk currently exists as an online shop since this allows us to offer much more competitive prices than we could in a store.

If you would feel more comfortable completing your purchase over the telephone, you can speak to one of our trained customer advisors on 01384 473 728.

"I’m new to Youreableshop.co.uk - do I need to register?"

You do not need to register with Youreableshop.co.uk to purchase products from our site but there are some advantages of doing so.

If you choose to register with Youreableshop.co.uk we can save your delivery details so you do not have to enter them each time you shop. You will also be eligible to receive email communications from us, such as newsletters and details about promotions.

"I am experiencing problems with the Youreableshop.co.uk site."

If you are having trouble using the Youreableshop.co.uk site then we would appreciate it if you could give us a call on 01384 473 728 and let us know. We will then endeavour to fix any problems as quickly as possible.

8. My Account

"I have forgotten my password."

If you click on the ‘My Account’ tab at the top of the Youreableshop.co.uk’s homepage you can have a reminder of your password sent to you by simply clicking on the ‘Forgotten Password?’ link and entering your email address.

"I would like to change some of my account details."

You can alter your Youreableshop.co.uk account details by logging in on the Youreableshop.co.uk site and clicking ‘Edit’, or by calling up our customer service team on 01384 473 728.

"How do I set up a trade account with Youreableshop.co.uk?"

With a Youreableshop.co.uk trade account the more you buy, the more you save. We also offer a price matching service; if you find any of our products retailing at a lower price on another internet shop we will always match that price for you.