Frequently Asked Questions

How do I place an order?

You can order from any product page by simply clicking on the button "Add to basket", which will place the item in your shopping basket. You will then be given the option to "Continue Shopping" or "View basket and Checkout".  

How do I pay for the items?

You will be asked for your credit/debit card details when you "proceed to checkout". The payment will be securely taken via SagePay. 

Which credit/debit cards do you accept?

We accept VISA, MasterCard, Switch, Delta and Solo

How do I know my card details are safe?

We process all our card payments using Sage Pay which means we never actually receive and therefore cannot store, your card details. Sage Pay's systems are all Payment Card Industry Data Security Standard (PCI DSS) Level 1 - the highest level, so you can be confident that your details are safe and secure.

I am entitled to VAT relief.  How does this affect my order?

If you are entitled to VAT relief e.g. because you are registered disabled, then you will need to complete a VAT Exemption Certificate. When you proceed to checkout, you will be able to click on a link that takes you to a page which explains our procedures regarding VAT relief and there will be an online form for you to complete, which we will receive as part of your order. Your order will then be processed with no VAT.

Please note that section 39.2 of the VAT Act 1983 outlines severe penalties for anyone making false claims for VAT relief.

If you are unsure as to whether you are entitled to VAT relief, please call the HM Revenue & Customs National Advice Service on 0845 010 9000.

Do I need to log in or create an account?

No, you can checkout as a guest without creating an account.  However if you do create an account as part of the checkout process, your details will be stored to make future orders simpler and you will be able to view your order history.  Chaneco Trade Accounts are for existing customers such as NHS Trusts and private hospitals only, not for individual members of the public.

What is a UK Trade Account holder?

Chaneco supplies many large organisations such as NHS Trusts, private health companies and other health organisation, who may need to log in to view certain information. Members of the public do not need to log in to make a purchase. If you think your organisation should be a UK Trade Account holder, please contact your relevant Business Manager, or contact us.

When will I receive a confirmation of my order?

You will receive a confirmation email when you complete your order.

Will I be contacted regarding my order?

We may contact you regarding your order if an item you have ordered is out of stock or if you have ordered footwear, or a custom made item and we have a query with it. Otherwise, we will not contact you, other than to confirm your order by email.

Are my personal details safe?

Yes, you can be sure we treat your personal details with the utmost respect - please see our Privacy Policy for further details.

I can't find the product I need.  What can I do?

If you can't find the product you need using our search facility, then please contact us as we may be able to help you.  We can occasionally order in special items or source products for you so please let us know.

I'm not sure if this is the product I need.  Can you give me some advice?

Unfortunately we are not able to give medical advice. Our products are generally sold on the recommendation of a medical professional or are a repeat purchase. Please see our legal disclaimer for further information.

Do you provide a measuring service for your footwear?

No unfortunately we are not able to provide a measuring service. We would advise all patients to have their feet professionally measured by an Orthotist prior to purchasing orthopaedic footwear.

I have had a pair of Chaneco shoes via the NHS. Can I order another pair direct?

Yes you can. We hold patient information for up to 10 years, and will be able to manufacture footwear to your exact prescription. Please contact us for further information.

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