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CONTACT US DETAILSThe Stick & Cane Shop is a trading subsidiary of Naysmith Limited, company no. SC32166 e-mail: stickandcaneshop@naysmith.ltd.uk Customer Orderline: +44 (0) 1506 870220 or 0845 602 3712
Orderline open 09:00 to 17:00 - Monday to Thursday: 09:00 to 16:00 - Friday.
Please Note: We are closed on Bank Holidays and on the Scottish New Year Bank Holiday. Write to:
The Stick & Cane Shop,
Naysmith Limited,
Unit 5/6 Polbeth Indusrtial Estate,
West Calder,
West Lothian,
EH55 8TJ
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SHIPPING CHARGES Standard Delivery is £3.95
Interlink Express Courier Delivery is £5.95
Guaranteed Next Day Delivery is £9.95
FREE UK Mainland Standard Delivery when you spend over £50
Small Items when bought on their own like wrist cords and rubber ferrules delivery is £1.99
Please note: these great prices are per consignment and will never go over £5.95 unless you choose a guarantee service and extra charges may apply for courier deliveries to Central London, offshore UK destinations and for the Scottish Highlands.
Heavier or items too large or expensive to be sent by Standard Shipping will be sent by Courier.
International services costs vary by country and the service options and charges will be shown at checkout. Items too long or too heavy to be sent by small packet airmail will be sent by Fedex International.
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DELIVERY SCHEDULE We are currently dispatching orders received before 1pm on the same day, otherwise they are despatched the following working day on receipt of payment.
Standard Service generally takes 3 to 5 working days.
Courier service takes 1 to 2 working days for UK mainland, 2 to 3 working days for Scottish Highlands and Islands, UK Islands and Northern Island. Please note that the Courier does not deliver on Saturdays. Saturday am delivery can be arranged at an extra charge. If you are out when the Courier calls, they will leave a card with their contact details to arrange redelivery or collection. Two extra deliveries will be attempted, if these also fail or if you do not make contact with your local depot your parcel will be held for 5 working days before being returned.
An order can be left in a secure location on instruction of the customer i.e. porch or shed, but this is done at the customers own risk. Please note that larger or more expensive items will require a signature on delivery, but can be left with neighbours if suitable.
Guaranteed Next Day Delivery will arrive the next working day if you place your order before 1pm.
Airmail Internatiional Signed For will take 5 to 14 working days.
Fedex International will take 2 - 5 days depending on location.
We are not liable for any delays or duty/import charges that may be levied at Customs.
Non-deliverable, Refused amd Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will attempt to contact via phone or email. In order for us to resend the item we will have to recharge the postage costs for your parcel. If contact cannot be made then value of the order will be refunded less the shipping cost.
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ONE HOUR WINDOW DELIVERY If you have supplied us with a valid email address our courier will send you an email in the morning (around the time when your parcel is booked into the delivery drivers route) letting you know a one hour window when your parcel will be delivered.
We have been using this service for the past year and it has been warmly welcomed by our customers. They have been able to plan their day more rather than sitting in all day waiting for the parcel to arrive, which is great news!
If you have not received the email by 10am please give us a call and we can find out for you when your parcel is due for delivery and give you a call back.
This service is available on the courier delivery and the guarantee next day delivery service.
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ORDERING & PAYMENTFrom the home page of the store, there are three ways to find what you want: - The home page has a link to the product pages, which will then lead you to all the store categories.
- Click on the PRODUCT button on the top right corner
- The store is searchable. Look for the search box in the top righthand corner of the site. Type in the name, colour or price and press GO
Buying from our site is easy and secure. When you place an order, you can feel confident that your credit card information is protected by Actinic Payment's secure server. - For every orderable item, there will be an BUY NOW button.
- Put the quantity you wish to order in the box and then press the BUY NOW button. This button adds the item to your shopping basket.
- The quantity of items and the total prices are then displayed in the counter in the left column.
- Putting something in your shopping basket does not commit you to buying it.
- After you put something in your basket, the browser will show you the contents of your CART and then return you to your last shopping page to continue shopping. You can put as many items as you want in your shopping basket.
- At any time you can view the contents of your shopping cart by pressing the VIEW CART button on the top right. Here you can adjust the quantities or remove them from the cart by checking the box . Press the UPDATE CART button to confirm your changes.
- The CONTINUE SHOPPING button takes you back to the store. CHECKOUT NOW takes you onto the the checkout pages to complete your order.
- When you have finished shopping press the CHECKOUT button on the top right of the browser. This will take you first to view your shopping cart and then to the checkout pages where you will be asked for a few details to complete your order.
- Please give a valid email address as we will email your invoice to you, a packing list will accompany the order. If you require a paper invoice please contact us and we will post one out to you.
If you choose to pay by card you will be transferred to Actinic Payment's secure server where your card details will be taken. All transactions are then dealt with by Actinic Payments, unless you have choose to pay through PayPal. If you choose to pay by cheque or postal order then you will be given the option to print out an order confirmation. Please then make your cheque or postal order out to Naysmith Limited for the total amount and cross A/C Payee. Then post to: The Stick and Cane Shop
Naysmith Limited
Unit 5/6 Polbeth Industrial Estate
West Calder
West Lothian
EH55 8TJ
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PRIVACY & SECURITY Naysmith Limited is committed to protecting your privacy. We will not disclose information about you to third parties. We will only use the information we collect about you to third parties. We will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998. Information collected by our site is only used to take and fulfill your order, and we will only dislose information to third parties for the purpose of delivering your goods. The type of information we collect about you includes; your name, address, telephone number and email address. The information we hold will be accurate and as up to date as your last contact with us. You can check the information we hold about you on request by email. If you find any inaccuracies we will delete or correct it promptly.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
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GUARANTEE INFORMATION Naysmith Limited fully honours our manufacturers warranties with all goods guaranteed against defects in material or craftmanship. This does not cover general wear and tear, accidents, improper care or misuse. Consequential and incidental damages are not recoverable under this guarantee. Please contact us for prompt repair or replacement at our discretion prior to returning the products. Warranty products will need to be returned clean.
For products damaged due to reasons outside the scope of our guarantee, please contact us direct for further instructions and authorisation before returning the product.
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RETURNS & EXCHANGES We want you to be totally satisfied with every purchase you make from The Stick & Cane Shop. But if you are looking to return an item be it for an exchange or refund, please call or e-mail us first for a returns number, quoting your order reference number so we can find your order quickly.
Naysmith Ltd warrants that the goods are free from defects at the time of despatch.
We cannot refund or exchange walking sticks that have been shortened, as these have been personalised for you.
When returning an item, please re-use the original packaging if possible; otherwise please ensure goods are packaged sufficiently to prevent damage. Please include a covering note or a copy of your packing list, stating your returns number and what your wishes are for an exchange, replacement or refund. If you return an item without a returns number this may cause a delay in your request. We can only replace or refund on goods that are returned to us accompanied by a returns number and a order reference number or a transaction number.
Always obtain proof of posting as claims can then be made against the post office for loss or damage. We cannot refund or exchange goods that arrive back damaged or are lost in the post.
Any refund given will be made automatically to your original order payment method (at the current rate of exchange for overseas orders).
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Returns - Replacement
We guarantee to replace or, if out of stock refund; faulty or items damaged in transit. Simply notify us within 7 days of delivery of the goods, we may ask you to take photograph of the damage and email it to us as proof and we can then send out a replacement faster. The item may have to still be returned to the manufacturer, if this is the case we will email you freepost address or arrange for the courier to re-collect the return.
If a Courier delivery arrives damaged or crushed, please do not sign for it or sign for it only as damaged container, let us know within 24hrs, so we may arrange for the courier to collect the damaged item and return it to us.
Returns - Exchange
When returning an item for exchange, please call or email to check we have the item you want in stock and we can reserve the item for you and issue you with a returns number. Exchange items must be returned 'as new' with all original labels and packaging included. Please mark clearly what you would like as a replacement on a covering note. Once we have received your return and processed your exchange, if there is any difference due we will contact you before dispatch. Return costs cannot be refunded, but we will send out the exchanged item free of charge.
If you need the exchange item in a hurry then we would suggest you place a new order which we can then dispatch straight away. Once we have received the returned item we will refund the item cost back to your original order payment method.
Order Cancellation - Refund
By law, under the Distance Selling Regulations, you have the right to cancel your order at any time before your order is dispatched or up to 7 working days after your order has been delivered.
To cancel your purchase, please phone or e-mail within seven days of the delivery of your items, quoting the order reference number and we will issue you a returns number. You must not use or open the items or remove the labels or plastic/cellophane pouches. Return and original packaging costs cannot be refunded. If you cancel your order before dispatch a full refund will be given.
Returns - Failed deliveries
If our courier or FedEx delivery is not picked up by the customer or if delivery is refused by the customer then the return charge made by the courier company or FedEx International will be deducted from any refund.
If an item is returned as undeliverable then we will make every effort to contact the customer to arrange redelivery, a further shipping charge may apply. If contact cannot be made then the order will be refunded less original shipping charge and return charges if any.
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VAT RELIEF FOR DISABLED For orders being delivered within the UK or the European Union, 20% VAT is added. All other orders are VAT free and prices are amended at checkout. All product prices are shown inclusive of VAT.
What is VAT Exemption/Relief?
VAT exemption allows chronically sick or disabled people to buy eligible items at 0% VAT to save them money.
Who is eligible for VAT relief?
To be eligible for VAT relief the government says you have to fit the following criteria:
- Charities - simply provide your charity number in the name box in the checkout area.
- A person is ‘chronically sick or disabled’ if he/she is a person:
- with a physical or mental impairment which has a long term and substantial adverse effect upon his/her ability to carry out everyday activities.
- with a condition which the medical profession treats as a chronic sickness, such as diabetes or
- who is terminally ill.
It does NOT include a frail elderly person who is otherwise able -bodied or any person who is temporarily disabled or incapacitated, such as with a broken limb.
- The goods are for their personal or domestic use.
- The goods are manufactured specifically to suit a disabled person. ie collectors and speciality canes are NOT eligible for VAT relief. We shall be working through our products to start indicating if a product is eligible for VAT relief, until we are finished please give our customer service team a call if you are unsure if the item you want is eligible.
To claim VAT relief the government require a simple declaration to be made as to the nature of your disability at the time of purchase. No proof of disability needs to be shown to any party at any time.
Click here to visit HM Revenue & Customs VAT for disabled people: Notice 701/7
CLICK HERE to download our declaration form in a PDF format
Please printout, sign and complete the required details. You can either scan and email the form back to us at stickandcaneshop@naysmith.ltd.uk or fax the form to 01506 870240 or you can post the form back to us using the freepost address at the bottom of the form.
We are working on an electonic form at the moment... as soon as this is available the link will be here. If you have any queries please don't hesitate to give us a call on 0845 602 3172 or 01506 870220 if you are calling from a mobile.
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HOW TO MEASURE A PERSON FOR A WALKING STICK Physiotherapists recommend the following method of determining the correct height for a walking stick. The walking stick user should stand upright, in the type of shoes they usually wear, with their arms hanging naturally by their sides. Another person should turn the walking stick upside down, so that the handle is resting on the floor. Positioning the stick next to the user, make a small mark on the shaft of the stick level with the bump at the bottom of the wrist bone. Using a small saw, cut the stick at this point. Alternatively, if it is a height-adjustable model, set the mechanism to the appropriate height. A stick fitted to the correct height will mean that the user’s arm will be slightly bent when they hold the stick.
Please note that this information is a guide only. Consult your doctor or physiotherapist if you require specific medical advice on this matter.
If you have any queries please don't hesitate to give us a call on 0845 602 3172 or 01506 870220 if you are calling from a mobile. |
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