Site Frequently Asked Questions
Using Our Site
- I don't know anything about how technology can help children and adults with dyslexia. Where should I start?
- We provide a number of resources to get you started. At any time you can also access more detailed information about our products, including reviews and comparisons, through links on the product page. See our Features and articles for more general information on how technology can help (for improved access in libraries, for example, or when learning languages). We also have advice on subjects as diverse as visual stress and copyright law, and can prvide information on funding grants and VAT relief on purchases. We try to cover it all!
- I think I know what I'm looking for. How do I find the product I'm after?
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There are a number of ways of navigating through our product catalogue:
- If you know the name of the product you are looking for then click on shop by product name in the left-hand column and select from the alphabetical list. Alternatively, type the name into the search box and all the products mentioning that item will be listed. (Beware, this can be quite a long list!)
- If you want a solution to a particular problem or know what type of technology you are looking for, click on shop by category in the left-hand column and select from the alphabetical list. Alternatively, you can browse through related categories by clicking on those listed in the left-hand column.
- If you are after a solution for a particular age group; or would like to know what products are available through funding schemes; or if your purchase options need to be within a particular price range, use our advanced search tool to come up with a personalised short-list.
- I would like to learn more. Can you provide more personalised advice?
- Our team of experts are here to help. Each year we publish a Buyer’s Guide with details of our most popular solutions. The latest version is available to download.
- Our experienced customer services team will be able to answer many of your questions. Call them free on 0800 018 0045. Alternatively, if you have more detailed questions, want candid advice on how well products will work for you, or if you still can't find the right solution to your problems you can email your query to our product experts.. This team has many years of experience in the assistive technology market and know all our products well. They spend their time talking to those who manufacture our products and assistive technology as well as to customers like you, and so will be able to advise you on a tailored solution for you or your organisation.
- If you want to receive more formal training on how our products help or want to see them before you purchase then we run events and seminars through out the country where you can met us face to face. We can help your organisation design and implement staff training or INSET courses through our educational consultants.
- What does PURL mean?
- A PURL is a Permanent (or Persistent) URL or Uniform Resource Locator. Or to put it another way, a permanent web address.
- As web sites get updated and reorganised the actual address that you see in the address bar might change for the same page of information. This leads to "link rot" – if someone links to the old address, then the link will stop working, which is annoying for the surfer and annoying for the webmaster who has to keep updating links. So we have a system of PURLs, short, easily copied addresses which are shortcuts to the "real" address which may change over time.
- If you want to link to a page on our site – and you are welcome to do so as long as it remains clear that the user is on this site – use the PURL! It should continue to work as long as we think the page should survive.
Your Account and Shopping Basket
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You do not need to login to your account with us to browse through our shop and add products to your shopping cart. But you need to login before you checkout. You also need to login to check on the status of your existing orders and to view, change or add to your account information.
If you do not have an account with us, you can register with us in the Login page. We do not require more information than is necessary to process your order. Registering your account with us will save you the time and bother of having to enter your address, payment and other details for every order you place with us.
- What is a default shipping address?
- Your shipping address will be the same as your billing address unless you enter different details.
- Can I have more than one billing address?
- No. You cannot have more than one billing address.
- Can I have more than one shipping address?
- Yes. You can have more than one shipping address.
- How do I make changes to my billing address or shipping address?
- You will need to phone our Customer Services Department. Be sure to have the answer to your secret question to hand.
- How do I cancel an order?
- To cancel an order, you must contact our Customer Services Department either by mail or telephone and they will give you further information. Telephone 01223 420101 quoting your sales order number.
- I already have an account with you. Do I need to register myself again on your webshop?
- No. If you already have an account with us and we have your email address, go to the Login page and follow the instructions there. If we do not have your email address, contact our Customer Services Department and they will help you to register on our webshop.
- Can I place an order without registering my account?
- Before you place an order with us, you must register with us. We understand how valuable your time is and our registration has been designed to take up not more than a few minutes of your time. Once you have registered with us, you will not need to give your address on future visits to our shop. This will save you the trouble of entering this information on every purchase you make from us.
- How can I be invoiced for my purchases?
- If you are a Local Authority, school, or business who wishes to be invoiced, please fax your official purchase order to 01223 426644 or email it to swsales@dyslexic.com. If you are a new customer we will need to run a standard credit check before processing your order; this does not usually take longer than one working day.
- How can I place an order without using my credit card?
- You can order by phone from Customer Services (Freephone 0800 018 0045) and then pay by cheque. Please ask our staff to confirm the full price, including delivery, when placing your order. If you normally fax official orders to us, you can continue to do so (to the usual fax number: 01223 426644). If you need any further assistance, please contact our Customer Services Department.
- What should I do if I forget my password?
- Go to the Login page and enter your email address. Then check the radio button "I am a returning customer" and click on the link "I forgot my password" and click on submit. We will email your password to you.
Warranties
- I have purchased some hardware from you. What warranty does it come with?
- You will be entitled to the standard manufacturer's warranties and guarantees. This should be for a minimum of 1 year. You will find details along with terms and conditions in the documents supplied with goods. If you wish to claim under the manufacturer's guarantee then please contact them directly.
- I want to extend the warranty on my purchase. Is that possible?
- Yes. We provide warranty extension schemes for most hardware products we sell (these are displayed under individual items). These warranties enable you to have extended cover for up to 4 years after your purchase. Available extended warranties and costs are shown on hardware product pages and can be added to your shopping basket.
- Are there any other advantages to the extended warranty scheme?
- Yes. Our warranty scheme provides new for old replacements if appropriate. Our support team will also contact the manufacturer on your behalf if there are problems. We always do our best to make sure you have a working machine as soon as possible, but unfortunately we cannot make any guarantees about the time it will take to get your hardware fixed.
