How do I buy a product from the shop?

To buy a product from our online shop you first need to register you details for the shop and "login".

Once you have registered, browse the shop until you find the product you are looking for and click the "Add to Basket" button to put the product in your online shopping basket.

To finish your shopping and pay for the products in your basket click on the "Checkout" link under "My Basket Summary" or the "Checkout" button on the "My Basket" page.

You will now see a summary of your order that shows:

• products in your basket,
• the individual cost of these products,
• delivery charge,
• subtotal before VAT, and;
• the total cost of your order.

You can also edit your billing address and add/edit or delete a delivery address from this page.

If you are happy with your order, please read our "Terms and conditions" and click the checkbox to say you agree to them. Click "Make Payment" to proceed to the final stage of the order process.

You now need to enter all the payment details for your credit or debit card. Remember to include the card type, cardholder's name, card number, expiry date and any additional security information so we can process your order.

Press the "Submit" button to confirm your order.

After a few moments a confirmation screen will appear with a reference number. You should print this page for your records.

How do I register for the online shop?

You can register for the shop at any time until you start the order process by clicking on the "My Account" or "Login" links in the top right corner of any page in the online shop.

Click on the link and then click the "Register" button to get to the registration form. Fill in the form, making sure you complete all boxes that have "(required)" written next to them.

After pressing the "Submit" button, enter your billing address. You should enter the address in exactly the same way that it appears on your bank statements. Click "Next" to complete the shop registration process.

You will now be automatically logged in and can start shopping.

If you are not registered or logged and press the "Checkout" button from the "My Basket" screen you will be asked to login or register.

How do I login?

If you have already registered for our shop you can login by clicking on the "login" link. You can find the "login" link in the top right corner of every page on the RNID website.

You will need to enter your email address and password to login to the shop. If you have forgotten your password you can use the "Have you forgotten your password?" link. For more information on forgotten passwords see "I have forgotten my password, what should I do?".

How do I log out of the shop?

To log out, click on the "Log Out" link in the top right corner of any page on the RNID website.

Please note, you must be registered and logged in to buy a product from the shop.

I have forgotten my password, what should I do?

You will need to log in to buy products from the shop. If you have forgotten your password click on the "Have you forgotten your password?" link on the login or register screen.

You will be asked to enter your email address and your password will be sent to you.

Important

Emails are not secure. You are therefore strongly advised that once you receive your password, you login and change it to protect the security of your account.

How do I find a product?

There are several ways to find products in the online shop.

1. Browse the product categories
   The main product categories can be found at the front of the shop under the "Keeping in touch" and "Day to day living" headings and all the product categories in shop can be found in the "Product category A to Z".
2. RNID Bestsellers
   There is a list of our "RNID Bestsellers", the top ten most popular products under on the main shop page.
3. Publications
   All our priced publications – leaflets, books, CDs and CD ROMs can be found in the "Publications" section.
4. Search
   You can use our powerful search to find products by name, product code or keywords.

How do I view the contents of my basket?

To see the products you have in your basket click on the "View My Basket" link. You can find this link underneath the "Add to Basket" button on any product page or under the subtotal in the "My Basket Summary" panel.

How can I change my billing or delivery address?

Once you have products in your basket and have clicked the "Checkout" button you will be asked to confirm your order. The current billing and delivery address for the order are shown at the top of the page.

If you have already entered more than one delivery address you can select it from the dropdown list. To add or edit a delivery address, go to your address book by clicking on the "Add/Edit address" link.

In your address book you will see the address you used when you registered, your billing address and your delivery address(es). To change any of these addresses click on the "Edit this address" link. Alternatively you can delete a delivery address or enter a new address by clicking on the "Enter a new alternate delivery address" link.

To return to the "Order Confirmation" page click the "Checkout" link in the "My Basket Summary" panel.

How do I change the quantity for a product in my basket?

Click on the "View My Basket" or "View Basket" link to see the products you have in your basket. Next to each product is a quantity box. The default quantity is "1" but if you like to buy more of the same product, simply change the number and then click the "Update" button.

You can also use "Update" button to reduce the quantity of an item.

You must remember to click the "Update" button if you change the quantity of a product.

What is the "VAT zero rating declaration form"?

If you are deaf or hard or hearing you may be eligible for a VAT refund on a product. To obtain a refund for the VAT you will need to complete the "VAT zero rating declaration form" that is sent to you with your order.

The form can be found with your delivery note and should be signed and then refunded to us in an envelope marked "REFUND".

To qualify for VAT exemption and a refund you need to either be registered as deaf or hard of hearing with your local health authority or GP (family doctor).

If you're unsure about whether you are VAT exempt you should contact your local VAT office.

For more information see our VAT guide.

I have a question about a product or the order process. What should I do?

First check our product or shop frequently asked questions (FAQs). If there are FAQs for a product you will see a link to "Questions and answers on this product" on the "Product Details" page.

If you do not find the answer you are looking for, contact our customer services team on:

Telephone 01733 361199
Textphone 01733 238020
Fax 01733 361161
Email: solutions@rnid.org.uk