FAQ

If you have a question that you would like to ask, just sent us an email and we will reply to your enquiry as soon as possible. Please remember we are closed at the weekends and bank holidays but we will reply to all enquires on our return to work. We normally answer emails through the week well within 24 hours, it would be unusual if you have not heard back from us within this time, so do please try again as we may well have not received your email.

 

Are all your products in stock?

Yes, we do sell from stock here in the UK…but on the rare occasion we have a stock error, and your item is in fact out of 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 an item is out of stock, how long will it take to be available again?

If a product shows as out of stock, the item will normally be back in stock within 10 working days. If not, feel free to add your email address to the notify when back in stock button in the product page. The system will then drop you a quick email as soon as that item is available.

 

How do you stop a metal walking stick from clicking?

Most of our metal adjustable walking sticks have a tightening nut at the bottom of the first section. This nut has a washer inside, so please make sure this is screwed tight and this will stop the sections clicking together. Also remember to check the wear on the rubber ferrule as soon as you see the metal ring on the base you need to replace the rubber foot.

 

How do I fit a wrist cord?

Most standard wrist cords have an elastic loop. Just twist and pull the rubber ferrule off the bottom of your stick and slide the loop up the shaft to sit just below the handle, remember to replace the rubber ferrule.

Click here to see our full guide on how to fit a wrist cord.

 

Which handle is best for a walking stick?

If you have never used a walking stick before then the choice can sometimes be little overwhelming. We have a lot of experience helping customer find their perfect walking stick. So it might be best dropping us a little email or give us a call and we can ask you a few questions which will allow us to point you in the right direction.

Click here to read our handy guide on which handle is best for you?

 

How to I adjust a walking stick?

If you have bought an adjustable or folding stick from us and need some instructions on how extend it to the correct length, or how to fold it open and closed, we have created this handy how-to guide for you.

Click here to read our handy how to adjust a walking stick guide.

 

The stick I want is too long, can you cut the walking stick to the correct length before despatch?

Yes, we offer a free stick shortening service.

When you order, simply enter the length required in the box provided and it will be cut to size before dispatch. All sticks are then fitted with a rubber ferrule after cutting to protect the cut end and to limit wood bloating from water ingress.

Please be aware however that we cannot refund or exchange walking sticks that have been shortened, as these have been personalised for you.

If you would like a metal ferrule or a combi ferrule fitted to your stick, there is a £12 stickmakers fee for this service which includes the price of the ferrule.

If you are looking for an adjustable height or a folding stick to be shortened further, or have any other specific requests for your stick, then please contact us directly to discuss your options, we are happy to help any way we can.

 

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.

Click here to see our full how to measure for a walking stick guide

 

Are you buying this item as a gift?

You can send someone a gift by entering their name and address as the Delivery Address and your own card registered address 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.

We are happy to add a note in with your parcel, just let us know in the comments box in the checkout area or drop an email in to us as soon as possible after ordering – remember to include your order number so we can pair the note up with your parcel.

 

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 must 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
  • 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.

 

How do I claim VAT relief?

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 or you can post the form back to us using our freepost address shown at the bottom of the form.

If you have any queries, please don't hesitate to give us a call on 0345 602 3172 or 01506 870 220 if you are calling from a mobile.

 

How much is delivery? 

For the UK Mainland:

Standard Delivery is £3.99

Enhanced Delivery is £5.99

Express Delivery is £8.99

Please note: these prices are per consignment not per item. 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 but on all items over 1.1m extra charges will be shown in checkout.

Heavier or items too large or expensive to be sent by Standard Delivery will be upgraded to 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.

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

Click here for full delivery and despatch information.

 

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

Yes, please include your mobile number and the Royal Mail and Parcelforce will let you know when to expect their parcel. DHL will also send you delivery notifications and full tracking.

 

What types of payment do you accept?

If you choose to pay by credit or with a debit card. You will be transferred to the Braintree secure server gateway, where your card details will be taken for payment. All transactions are then dealt with by Braintree, unless you have chosen 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). We can also now accept ApplePay and GooglePay.

 

When will my order be delivered?

We are currently dispatching orders received before 1pm on the same working day, otherwise they are despatched the following working day on receipt of payment. Please note we are closed at the weekend and Bank Holidays.

Standard Service generally takes 3 to 5 working days.

Enhanced 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.

Express Delivery Service is a next working day delivery service but please see the service page for any updates/delays in your area. If you desperately need the item next day delivery, please call us as early as possible in the morning to discuss your options.

Airmail International Signed For will take 5 to 15 working days.

DHL International will take 1 - 10 days depending on location.

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

 

What happens when I’m not in to accept a delivery?

Parcelforce does not deliver on Saturdays. 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 contact your local depot your parcel will be held for 5 working days before being returned.

For Royal Mail deliveries, a safe place notice can be added to your order. The order can be left in a secure location i.e. porch or greenhouse, but this is done at the customers own risk. Notes to leave by front door or over the gate, will be deleted unless you are in a secluded area. Please note that larger or more expensive items will require a signature on delivery but can be left with neighbours if suitable.

 

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