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 Opayo (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 Opayo (SagePay) which means we never actually receive and therefore cannot store, your card details. Opayo’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 button that says “I am eligible for VAT relief”. There will be an online form for you to complete, which we will receive as part of your order as well as further information regarding claiming VAT relief. 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 and to falsely claim VAT relief is an offence.
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.
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?
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 Terms and Conditions 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. As we don’t hold any personal details, you will need to ask your medical professional for the order number that was used to purchase your footwear. We will then be able to locate that order on our system and will be able to manufacture footwear to your exact prescription. If it has been more than 12 months since you last had your feet measured, we would always recommend that you have this done before ordering. Please contact us for further information.