FAQ

Hearing Link Shop
(run by Hearing Dogs for Deaf People)

Frequently asked questions

1. How can I pay for my order?

You can pay for your order online using a debit or credit card and Apple Pay. We accept Visa, MasterCard, or American Express payment cards. If you would like to pay by another method e.g invoice or bank transfer please contact our team by emailing shop@hearinglink.org

Hearing Link is part of Hearing Dogs for Deaf People. Your transaction for your Hearing Link Shop purchase will appear on your bank / credit card statement as 'HDfDP'. You will receive a separate email with a receipt confirming your payment. This will be sent by Hearing Dogs for Deaf People. 


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 dependent on weight and value of goods. 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. This is clearly marked on relevant product descriptions. 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 orders being placed. However, where possible, we will aim to process our orders sooner. If you require your order within a certain timeframe, please email our friendly Shop team on shop@hearinglink.org before completing your order online. 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 UK addresses. 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. It can take up to 10 working days for refunds to appear on your bank account, depending on your banking provider.

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 during the checkout process.
 
6. Can I try before I buy?
 
If you are concerned about a product and whether it will 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: Products from our accessible face coverings, earplug or selected items from our hearing aid cleaning range are non-returnable, 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 by sending high value orders by Royal Mail Special Delivery (By 1pm). We will supply you with a tracking code so you can check the progress of your delivery. If your order has not arrived within the estimated time period detailed above, please contact us. 

 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 any of our product(s) please contact our friendly shop team to discuss your requirements. On some occasions, we may be able to offer you a discount.
 
 10. Opening Hours

We are open to answer your queries Monday-Friday, from 9am until 5pm. Orders can be placed online 24 hours a day. You can reach our friendly shop team by emailing shop@hearinglink.org.

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