FAQ

Hearing Link Online Shop
Hearing Link statement on Covid-19 coronavirus

PLEASE NOTE: Hearing Link is very closely monitoring official guidance from the Government and Public Health England on the risk of the COVID-19 coronavirus and we are taking the necessary steps to support our staff, volunteers and beneficiaries, which is our main priority during the unprecedented situation. Sadly, we will be temporarily suspending any orders placed via our online shop with immediate effect. We have taken this step to make sure our staff and volunteers who support this service are as free from risk as can be. If you have any questions about an existing order, please do not hesitate to contact our shop team by email shop@hearinglink.org

Frequently asked questions

1. How can I pay for my order?

You can pay for your order online using a debit or credit card. We accept Visa, MasterCard, Maestro or JCB payment cards. You can also pay by invoice or cheque - please contact us to discuss your requirements.

2. What delivery charges will be added to my order?

We have three tiers of postage costs, depending on the total value of goods you are ordering. The following costs will be applied at checkout:
Orders valued at £51 and over are sent by Special Delivery (by 1pm) to minimise loss before reaching our customers. Bulk orders may incur a higher delivery fee. Please contact us for further details by emailing shop@hearinglink.org.

Please note: On occasion our products may be shipped directly by our external supplier or manufacturer to ensure a quicker delivery turnaround. Customer details are shared and used in line with our Privacy Policy.
 
3. How long does it take for me to receive my order?
 
We aim to process, dispatch and deliver our orders within a 14-days of placing your order. However, where possible, we will aim to process orders sooner. If you require your order within a certain timeframe, please email shop@hearinglink.org before completing your order. We cannot guarantee customer delivery notes e.g. 'please leave with neighbour'. 
  
4. What countries can you place an order form and deliver to?
 
We only accept orders from customers within the UK and can only ship to a UK address. If you provide a shipping address for a country outwith the UK, your order will be cancelled and the cost of your order will be fully refunded within 5 working days.

5. Can I place an order and have it sent to another contact and delivery address?
 
Yes, simply state the name and address of the recipient in the shipping address section when you finalise your order. 
 
6. Can I try before I buy?
 
If you are concerned about a product and whether it would be suitable for your needs, we will be happy to discuss this further. Our 28-day money-back guarantee also means you can return products for a full refund if you find it unsuitable for your needs. They must be returned in the original packaging and include all instructions and accessories. We are unable to cover the cost of return postage fees, unless it is found to be faulty.
Please note: We cannot refund any items from our earplug or selected items from our hearing aid cleaning range due to hygiene reasons.
 
7. I haven’t received my order / there is a fault with my order
 
Unfortunately, parcels can get lost in the post and errors with orders can occur. We minimise the loss of higher value items by sending these by Royal Mail Special Delivery (By 1pm). If your order has not arrived within the estimated time period, please contact us and we will resend your order or refund you for the full amount you paid.
8. Item is unsuitable

If the item you have ordered is not suitable for you, you can return the item for a full refund excluding the cost of delivery. See our Returns Policy for full terms and conditions.

 9. Bulk orders
 
If you are looking to place a bulk order of a particular product(s), please contact us to discuss your requirements as we may be able to offer you a discount.
 
 10. Opening Hours

We are currently closed. You can reach our team by emailing shop@hearinglink.org.

If you have a question that we haven't answered here, please let us know. Email our team!