01784 222339
01784 770484

Dyslexia Action House
10 High Street,Egham,
Surrey,TW20 9EA
E: shop@dyslexiaaction.org.uk

FAQs

On-line Orders:

Do I have to pay by credit card or can I be invoiced?

If you are ordering for an organisation, we are happy to invoice, please quote a Purchase Order Number when ordering.  If the order is for a private individual prepayment is required.

I am a Guild Member how do I claim my 10% discount?

You may have already been issued with your voucher code if not you will need to register on the shop site and then contact us for a voucher code.                                    
Can I amend my order online if I have already submitted it?                                    

Once your order has been submitted, it cannot be amended and if additional items are required you will either need to place a new order or alternatively you can contact us on 01784 222339 to add the items to your order (if ordering as a private individual you will need to provide card details for payment of the additional items).

How do I cancel my order if it has been submitted and then no longer required?                                    

If you find after you have submitted your order that it is not required, contact the Customer Service Team on 01784 222339 as soon as possible we will cancel the order and if payment has already been processed, we will arrange for a full refund.

Do you send a confirmation of my order?                                   

You will receive an automated confirmation by email of your order                                    
I'm trying to find a product on your website that is in your catalogue, but I can't find it.                                    
If you are unable to locate the product it may be that it has not be added to the website as yet or it may have been discontinued and has subsequently been removed.                                    
                                        
Delivery:

How long does delivery take?

Providing the items you have ordered are in stock, they should arrive within 5 working days of your date of order.

Do I have to sign for my parcel?                                    

Orders are normally sent by courier and will need a signature on delivery.

Can I have my parcel delivered to a different address?

 As long as there is someone who will be able to sign for the delivery, we are quite happy to deliver to any address provided.

My delivery hasn't arrived, how do I find out where it is?

If your parcel hasn't arrived within 7 working days, contact one of the Customer Service Team on 01784 222339 and we will track the parcel for you and if it has been delivered, we will obtain a proof of delivery.

Postage & Packing:

What is the cost of postage and packing?

This will depend on the total cost of your order. For orders up to £150. (excluding VAT) P & P is £6.  Orders over £150 (excluding VAT) P & P is free.  These prices are for delivery within the U.K. only, for delivery abroad, please contact us for prices as these can vary depending on the destination.                                    

Returns:

What do I do if the products arrive damaged, incomplete or incorrect?                                    

If any part of your order has been damaged, is incorrect or incomplete, please contact one of the Customer Service Team on 01784 222339 and we will arrange for the item to be returned and a replacement sent out.

If I receive my order and then realise that I no longer require it - can I return it?

You may return your order for a full refund provided it is in a saleable condition, with original packaging, seals unbroken and within 30 days of date of invoice. Please call us on 01784 222339 to advise us of the return. Please be aware that return postage and insurance costs related to the return will not be refunded to you. Please obtain a proof of posting as you will be liable for the goods until received at our offices.                                    
                                        
Technical Support :

If I have any problems with software products I have received who do I contact for assistance?                                    

To obtain technical help for the following software packages, please follow the link to the supplier website.  For any other packages please contact any of the Dyslexia Action Shop team and we will check the contact details.

Units of Sound:  www.unitsofsound.net/support/support.html
Lucid: www.lucid-research.com/support.htm
Englishtype: www.englishtype.com 
Mastering Memory: www.calsc.co.uk
Wordshark/Numbershark: www.wordshark.co.uk
ClaroRead: www.clarosoftware.com 
Handwriting for Windows:  www.kber.co.uk
Progress with Quest: www.progresswithquest.com  


VAT:                                       

Do I have to pay VAT?

VAT is charged, where appropriate, to UK and European Union individuals and UK businesses(please note that 'business' in this context means any VAT registered entity). The current rate of VAT in the UK is 20% it is not charged on books but is charged on Posting & Packaging.                                    
VAT will be charged at 20% for orders from and those shipped to EU businesses, unless that business supplies Dyslexia Action Shop with a Sales Tax Number(the equivalent of the UK VAT Registration Number). Without a valid ST numbers any EU business will be treated as an individual and charged VAT accordingly.                                    
* Orders from the Rest of The World will be charged 0% VAT.                                    
                                        
VAT Exemption:

Under certain conditions some of the products from our on-line shop and catalogue can be purchased VAT free, in other words, they may be exempt from VAT. This is because the UK government provides some special rules that we can apply when these conditions are met. These rules apply to individuals with disabilities who are buying products designed solely for those with that disability, for their own personal use. The rule also applies to charities(including non-profit schools and educational institutions) who are buying a product that has been designed specifically for people with disabilities if the product is for use by an individual with that disability.                                    

Dyslexia, for VAT purposes, can be a disability if it has a substantial long-term adverse effect on a person's ability to carry out normal day-to-day activities. This includes reading, writing, remembering and studying.                                    
HMRC state that there are 3 conditions that must be met for us to supply to you products at a zero rate of VAT.

These are:

You declare that you(or the person for whom you are purchasing the products on behalf of) are disabled.                                    
The products that you are purchasing are eligible to be supplied at a zero rate of VAT. (In reality very few products listed in the Dyslexia Action Shop Limited Catalogue are eligible see list below*)                                    
The products that you are purchasing are being supplied to you (or the person for whom you are purchasing the products on behalf of) for personal use only.            

How do I make a claim for Exemption?

In order for us to supply goods exempt from VAT you must complete and sign our VAT Exemption Form. Click here for printable version or contact Dyslexia Action Shop Limited direct and a form will be posted to you. You must then send the completed form together with your order by post or by Fax (01784 770484) to Dyslexia Action Shop Limited., Park House, Wick Road, Egham, Surrey TW20 0HH. Without this form we are unable to grant exemption and any VAT will be charged where appropriate. Please do not order on line if you require VAT relief from us.                                    
                                        
What if I am unsure whether I am eligible for relief?

"If you are in any doubt as to whether you are able to sign the declaration and obtain the relief, you should contact HM Revenue and Customs National Advice Service on 0845 010 9000 and seek their guidance. It is advised that potential claimants should see HM Revenue & Customs Reference: Notices: 701/7/2002 Reliefs of Disabled People, 701/1/95 Charities and 701/30/2002 Education and Vocational Training."