FAQ’s

Here you will find our most frequently asked questions (FAQ’s). If you cant find a answer to your question, please give us a call on 01531 635 678 or email us [email protected] You can also find FAQ’s on each product page relating to that particular product.

How can I contact the Helping Hand Company?

By Phone – You can call our customer service team on 01531 635 678. We are open Monday to Friday 8.30am – 4.30pm. We are closed at Weekends, Bank Holidays and over Christmas. We do have a voicemail service, Leave us a message and we will call you back as soon as we can.

E-mail – Please email us at [email protected] and we will endeavour to reply to your enquiry as quickly as possible.

By Post – You can write to us at this address: The Helping Hand Company, Bromyard Road, Ledbury, Herefordshire ,HR8 1NS

Jivo-Chat Service – You can chat with us online. Just open up your chat service in the bottom right of your screen.

How long will my delivery take?

For detailed information regarding delivery, Please visit our delivery information page  Here you will also find shipping costs for UK and International countries.

Can I track my order?

You can contact us for your tracking number by calling our office on 01531 635 678 or email [email protected]

Can I make a change to my order? (address, product, quantity)

Yes of course. If we your order has not been processed and completed then we are able to amend this for you. Please give us a call immediately on 01531 635 678. If your order has been despatched we are not able to change your order. However we can take another order for additional items.

How do I know if I am VAT Exempt?

For detailed information regarding your VAT Exemption, Please visit our VAT Exemption page 

What do do with my personal information?

For detailed information regarding your personal information, Please visit our Privacy Policy page.

Is it safe to buy from this website?

We are committed to ensure your information is 100% secure with a High level SSL encryption technology on every page of our website. All payment transactions on the website are taken through Stripe and PayPal secure payment systems. We do not capture any of your card details ourselves and have no access to them.

I am having problems placing my order on the website

We are sorry you are having problems on our website. Whether you can’t find a product you are looking for, Your payment hasn’t been accepted or you just prefer to talk to a real person. Give us a call on 01531 635 678 and we will take your order over the telephone and answer any questions you have.

What is your returns policy

We hope that you will be happy with your purchase, however we understand that sometimes you may find a product does not suit your needs or you have changed your mind. For detailed information regarding returns and refunds, Please visit our returns and refunds page.

My order has arrived but it is wrong or I have a damaged item. What shall I do?

We are sorry that your order has arrived incorrect or damaged. Please contact immediately and we will do everything we can to rectify this for you. Call us on 01531 635 678.

What is the Lifetime Guarantee?

All of our Reacher’s come with a Lifetime Guarantee. We will need you to return it to us to inspect. We will endeavour to repair it for you as we know these are long standing friends. Notwithstanding reasonable wear and tear, if it is not possible to repair, we will sadly dispose of responsibly and send you a new trusted Helping Hand free of charge.

I have a promotion code, but it wont work

Please ensure you are entering the promotion code correctly and that the promotional code has not expired. If you are still experiencing problems then please all us; 01531 635 678 or email [email protected]

Do you offer a discount for bulk orders?

You can register for a trade account. Please contact us to find out more. [email protected]  or call us on 01531 635 678

What methods of payments do you accept?

We accept all major cards (except American Express), PayPal, Apple Pay and Google Pay online. You can send us a cheque or cash if you prefer, just give us a call on 01531 635 678 and we can take your order over the phone. Unfortunately we do not accept postal orders.

Do you have a catalogue?

Yes we do, You can order one for yourself, a family member, neighbour or friend. Just complete this form: Request one here