Are all of your products in stock?

We do sell from stock but on the rare chance your item is not in stock, we will try our best to get in touch with you by email or phone before dispatch time. If we are unable to get in contact with you in time, we will back order the out of stock item and send out the remainder of your order. If the item is not coming back into stock within 10 working days, we will refund the item and you will be notified by email. If a product shows as out of stock, the item will normally be back in stock within 10 working days. If not get in touch and we will send you an email when it is back in stock.

Do I qualify for VAT relief?

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 Charities and 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 regular crooks, derby's, folding sticks, country sticks, trekking poles, hiking staves, shepherds crooks, thumb sticks, 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, complete the required details and sign. You can either scan and email the form back to us at [email protected]  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.

How do I 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 0345 602 3172 or 01506 870220 if you are calling from a mobile.

How much is carriage?

For the UK Mainland

Standard Delivery is £3.95
Express Delivery is £6.95

Please note: these prices are per consignment and will never go over £6.95 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. For Northern Ireland, Highlands and UK Islands we have a Royal Mail standard parcel option.

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 DHL or Fedex International,  or by DHL or ParcelForce in Europe.

Please note; For International Deliveries, Naysmith Ltd is not responsible for any further duties or charges to be paid to the receiving country's Custom Officials. These have to be paid for by the customer. If a parcel is returned to us because of non-payment of duties the the order will be refunded less the return delivery charge made by the courier.

The times stated are those promised by the delivery companies involved, but sometimes delays occur out with our control. We cannot be held responsible for delivery delays occurring once goods leave our warehouse i.e. inclement weather or vehicle/equipment breakdown. Naysmith Ltd will not accept any liability for the late delivery of the goods and delivery time will not be the essence of our accepting an order. 

I can't find the answer to my question. What do I do?

Click on "Contact Us" and let us know what your question is. We'll get back to you with an answer as soon as possible

Is it possible to buy a gift for someone?

You can send someone a gift by entering their name and address as the Delivery Address and your own as the Billing Address. Sorry we don't have a gift wrapping service at this time but no price details are sent with the parcels except international consignments.

Is it possible to let me know when my parcel will be delivered?

This is possible with our express deliveries. If you have supplied us with a valid email address or mobile number our courier will send you a one hour delivery window on the day of delivery.

We have found this service to be 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!

This service is only available for those choosing Express Delivery during checkout.

What types of payment do you accept?

There are several ways to make a payment:

If you choose to pay by credit or debit card you will be transferred to the Braintree secure server where your card details will be taken. All transactions are then dealt with by Braintree, unless you have choose to pay through PayPal, you don't need a PayPal account to pay via PayPal. We accept payments via MasterCard, Visa, Visa Debit Maestro, American Express (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

When will my order be delivered?

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.

Airmail International Signed For will take 5 to 14 working days.

DHL or Fedex International will take 2 - 15 days depending on location.

We are not liable for any delays or duty/import charges that may be levied at Customs.