The Disabled Directory
Frequently Asked Questions

Questions about...

1. Ordering
2. Payment
3. VAT Exemption
4. Delivery Times, Charges and Destinations
5. Products
6. Returns and Exchanges
7. About thedisableddirectory.com
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 website.

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

You can easily cancel an unwanted 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 0845 644 1804.

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.

"How do I make changes to my order?"

At thedisableddirectory.com 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. Please call our customer service team a call on 0845 644 1804.

If your order has already been processed you cannot cancel the order.

"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 0845 644 1804.

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?"

thedisableddirectory.com accepts payment in Sterling Pounds only, however, we may in future accept different currencies.

"Is it safe to shop online?"

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

"Do I have to order online?"

thedisableddirectory.com is currently an internet based retailer which allows us to offer you over 1,000 products at much lower prices than a high stree shop could.

If you are experiencing trouble or are not comfortable ordering online you can call us on 0845 644 1804 where one of our 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. you need to provide details of the person who you are purchasing the VAT exempt items for by completing the VAT exemption form here: Declaration

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 thedisableddirectory.com.

See 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 £100, you will not be eligible for free delivery and will be charged a delivery fee of £7.50 (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 thedisableddirectory.com deliver to?"

thedisableddirectory.com only delivers to the UK.

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

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

5. Products

"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 0845 644 1804 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, thedisableddirectory.com 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 0845 644 1804 and explain the problem to one of our advisors.

7. About thedisableddirectory.com

"How do I un-register from thedisableddirectory.com?"

If you’d like to un-register from thedisableddirectory.com 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?"

thedisableddirectory.com 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 0845 644 1804.

"I’m new to thedisableddirectory.com - do I need to register?"

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

If you choose to register with thedisableddirectory.com 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 thedisableddirectory.com site."

If you are having trouble using the thedisableddirectory.com site then we would appreciate it if you could give us a call on 0845 644 1804 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 ‘Account’ tab at the top of the homepage you can have a reminder of your password sent to you by simply clicking on the Forgot Password option.

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

You can alter your thedisableddirectory.com account details by logging in on the thedisableddirectory.com site and clicking ‘Edit’, or by calling up our customer service team on 0845 644 1804.