COVID-19 update – Click Here

Delivery and Service

Latest update

We are working hard to ensure you receive the best possible service. At this unprecedented time your order may unfortunately take longer than usual to reach you as our logistics partners experience delays. Please note that, at the present time, the delivery company is taking steps to avoid contact when delivering to customers. If no safe place is available or a signature is required, they will knock on the door, place your delivery on your doorstep and step back. When you answer they will ask for your name to ensure a safe delivery, but will not ask you to sign using a handheld device.

Please be assured our customer service team are working hard to answer all current queries and we thank you for your patience and understanding.

Service Levels

Our business has contingency plans in place to ensure our services run as smoothly as possible over the coming weeks, with the ever uncertainty over how COVID-19 (Coronavirus) may affect workforces across the country. We are also monitoring and following government guidelines regarding health and safety measures for our staff.

We are not currently experiencing any delays but due to fluctuating staff levels as people are advised to self-isolate we may experience interruptions to normal service and will advise you at point of order. We understand that our customers rely on our products for independent living and we will endeavour to keep you updated during these unprecedented and unpredictable times.

Customer Service Information

Under guidance from the UK Government, we are encouraging as many colleagues as possible to work from home to help prevent the spread of the COVID-19 virus – this includes our customer service team members. As a result, this may impact our telephone answering capability over the next few weeks. If you are unable to get through on the phone, please contact us shop@helpinghand.co.uk

Delivery Times

We are work very hard to deliver your order promptly and aim to dispatch all orders within 1 working days of receiving full payment for the goods. The majority of orders are delivered within 72 hours but please allow up to 5 working days. Should you require your order sooner, please select next day delivery option at checkout.

Note, orders for small, lightweight items and orders for very large heavy items will require a longer delivery time due to the alternate courier services used.

If your parcel hasn’t arrived within 10 working days from when you receive your order dispatch email, please contact us shop@helpinghand.co.uk

For made to order items, or items not currently in stock, we will advise at point of order an approximate delivery lead time. In the event of a further delay, we will be in touch as soon as possible on the expected delivery date.

Packing, Carriage & Handling Charges

For deliveries to UK mainland addresses:

  • Flat rate £2.99 per order for orders under £30.00, excluding VAT
  • FREE delivery on orders £30.00 or more, excluding discounts and VAT
  • For next working day delivery, a charge £6.99 per order. Your order must be placed before 2pm. Please note, next day delivery is not available for certain postcodes and, if this is the case, you will not see the option at checkout

All orders placed over the weekend or a bank holiday, will be processed the next working day.

Please note higher delivery charges apply to Northern Ireland, Highlands and Islands, and outside of the UK.

Select your location on the shipping section during checkout process where will calculate the cost. Our customer services team will check these charges for large items and contact you if they differ from the calculated costs.

If your location isn’t included, please contact us for a delivery quote on 01531 635678 or email shop@helpinghand.co.uk

For tracking information, please call our office on 01531 635678 or email shop@helpinghand.co.uk

Out of Stock Items

Under normal circumstances, all goods on your order will be despatched in full. If, however, an item is out of stock we will advise via phone or email and endeavour to supply the item as soon as possible.

Returns & Refunds

If any product purchased from this web site arrives damaged or faulty please contact us within 7 days of receipt to arrange collection, and replacement or refund.

If you wish to return any product purchased from this web site for any other reason, you can return it to us for exchange or refund of the purchase price, within 28 days of receipt. We ask that you pay the postage to return goods to us. Please enclose your name and address, and the reason for return in the parcel.

If you have any query regarding returns or refunds, please contact us, or ring 01531 635678

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