Shop help - Action On Hearing Loss: RNID
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Shop help

These are the questions we are most commonly asked about using our shop.

To buy a product from our online shop you first need to register you details for the shop and "login".

Once you have registered, browse the shop until you find the product you are looking for and click the "Add to Basket" button to put the product in your online shopping basket.

To finish your shopping and pay for the products in your basket click on the "Checkout" link under "My Basket Summary" or the "Checkout" button on the "My Basket" page.

You will now see a summary of your order that shows:

  • products in your basket,
  • the individual cost of these products,
  • delivery charge,
  • subtotal before VAT and
  • the total cost of your order.

You can also edit your billing address and add/edit or delete a delivery address from this page.

If you are happy with your order, please read our "Terms and conditions" and click the checkbox to say you agree to them. Click "Make Payment" to proceed to the final stage of the order process.

You now need to enter all the payment details for your credit or debit card. Remember to include the card type, cardholder's name, card number, expiry date and any additional security information so we can process your order.

Press the "Submit" button to confirm your order.

After a few moments a confirmation screen will appear with a reference number. You should print this page for your records.

You can register for the shop at any time until you start the order process by clicking on the "My Account" or "Sign in / Register" links in the top of any page in the online shop.

Click on the link and then click the "Register" button to get to the registration form. Fill in the form, making sure you complete all boxes that have an asterisk next to them.

After pressing the "Submit" button, enter your billing address. You should enter the address in exactly the same way that it appears on your bank statements. Click "Next" to complete the shop registration process.

You will now be automatically logged in and can start shopping.

If you are not registered or logged and press the "Checkout" button from the "My Basket" screen you will be asked to login or register.

If you have already registered for our shop you can login by clicking on the "login" link. You can find the "login" link at the top of every page on the Action on Hearing Loss website.

You will need to enter your email address and password to login to the shop. If you have forgotten your password you can use the "Have you forgotten your password?" link. For more information on forgotten passwords see "I have forgotten my password, what should I do?".

To log out, click on the "Log Out" link at the top of any page on the Action on Hearing Loss website.

Please note, you must be registered and logged in to buy a product from the shop.

You will need to log in to buy products from the shop. If you have forgotten your password click on the "Have you forgotten your password?" link on the login or register screen.

You will be asked to enter your email address and your password will be sent to you.


Emails are not secure. You are therefore strongly advised that once you receive your password, you login and change it to protect the security of your account.

There are several ways to find products in the online shop.

  1. Browse the product categories. The main product categories can be found at the front of the shop under the "Keeping in touch" and "Day to day living" headings and all the product categories in shop can be found in the "Product category A to Z".
  2. Action on Hearing Loss Bestsellers There is a list of our "Action on Hearing Loss Bestsellers", the top ten most popular products under on the main shop page.
  3. Publications. All our priced publications – leaflets, books, CDs and CD ROMs can be found in the "Publications" section.
  4. Search. You can use our powerful search to find products by name, product code or keywords.

To see the products you have in your basket click on the "View My Basket" link. You can find this link underneath the "Add to Basket" button on any product page or under the subtotal in the "My Basket Summary" panel.

Once you have products in your basket and have clicked the "Checkout" button you will be asked to confirm your order. The current billing and delivery address for the order are shown at the top of the page.

If you have already entered more than one delivery address you can select it from the dropdown list. To add or edit a delivery address, go to your address book by clicking on the "Add/Edit address" link.

In your address book you will see the address you used when you registered, your billing address and your delivery address(es). To change any of these addresses click on the "Edit this address" link. Alternatively you can delete a delivery address or enter a new address by clicking on the "Enter a new alternate delivery address" link.

To return to the "Order Confirmation" page click the "Checkout" link in the "My Basket Summary" panel.

Click on the "View My Basket" or "View Basket" link to see the products you have in your basket. Next to each product is a quantity box. The default quantity is "1" but if you like to buy more of the same product, simply change the number and then click the "Update" button.

You can also use "Update" button to reduce the quantity of an item.

You must remember to click the "Update" button if you change the quantity of a product.

If you are deaf or hard or hearing you may be eligible for a VAT refund on a product. To obtain a refund for the VAT you will need to complete the "VAT zero rating declaration form" that is sent to you with your order.

The form can be found with your delivery note and should be signed and then refunded to us in an envelope marked "REFUND".

To qualify for VAT exemption and a refund you need to either be registered as deaf or hard of hearing with your local health authority or GP (family doctor).

If you're unsure about whether you are VAT exempt you should contact your local VAT office.

For more information see our VAT guide.

First check our product or shop frequently asked questions (FAQs). If there are FAQs for a product you will see a link to "Questions and answers on this product" on the "Product Details" page.

If you do not find the answer you are looking for, contact our customer services team on:

Telephone 01733 361199

Textphone 01733 238020

Fax 01733 361161