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Order FAQ

Frequently asked questions about our ordering process

Getting Started

Do you charge VAT?

The short answer is… yes and no. Yes, we charge VAT on all our products, as we are registered for VAT. However, if you are purchasing the majority of our products for use by a ‘disabled’ individual (don’t get started on the terminology – it comes straight from HMRC) then you can fill in the form at checkout with a few details, and we can supply most of our products free from VAT. If you have any questions or issues with the checkout process, please get in touch.

Do I get a discount for ordering in bulk?
Yes. We offer 10% off any order over £30 (ex VAT). If you are ordering many products at one time (perhaps for a school or children’s centre) then please get in touch and we can discuss larger discounts for larger orders.
Can I customise the symbols that come with the set?
Unfortunately not. We have chosen to make all our products from plastic in order to make them super durable. However, the downside of this is that they have to be mass produced, and therefore we can’t pick and choose which symbols are included for each customer. It’s one of the reasons we can provide such high quality resources at such reasonable prices.

However, we do recognise that some customers will require additional symbols with their products to allow them to get the very most out of them. That’s why we’ve introduced our expansion packs. These are themed packs of 24 symbols, designed to increase how much use you can get out of your product. We also do sheets of blank symbols which you can either draw on yourself (using permanent pen), or print directly onto (using a laser printer).

We are constantly increasing our range of expansion packs, so by all means – if you don’t see something you need, please do get in touch and we can see what we can do.

Do you offer accounts for schools and other organisations?
Yes, please get in touch for more information about our accounts.
Can I download a copy of your catalog?
Yes, please follow the link to download our catalog.


How much do you charge for shipping?
That depends. For orders under £30 and being sent to the UK, postage is £1.99, no matter the size of the order. That means the more you order, the more you save!

For orders over £30, we offer free postage within the UK as a way of thanking you for your order.

If you are one of our paid members, then free postage within the UK (and reduced worldwide postage) is one of the perks of your membership – enjoy 🙂

Postage rates to the rest of the world vary, so please check when ordering.


Do you ship outside the UK?
Yes, we ship to most countries around the world. If you don’t see your country listed as an option, please get in touch and we’ll be happy to help you.
When will I receive my order?
We aim to send out all orders the next working day, so if you’re within the UK you should receive your order in 3-4 working days.

If you’re outside the UK, postage could take up to a week, so please be patient (we promise we’re worth it!)


How do I pay for my order?
You can checkout online using either Paypal or Stripe. Both are secure payment systems that are trusted worldwide for millions of online transactions per year.
Can I use Paypal to checkout if I don't have an account with them?
Yes, just select ‘check out as guest’ on their payment screen. Alternatively, you can use stripe, which don’t have accounts and you can simply pay using your debit or credit card.
Do you accept other payment methods?
We also offer payment by bank transfer. If you would like to pay for your order using a bank transfer, please get in touch and we’ll be happy to help you.
Can you ship to an address that is different to the address my card is registered to?
Yes – simply select the option at checkout to send to a different address. You will be asked for both your billing address (the address your card is registered to), and the delivery address.
I can't checkout....
The first thing to check is that your billing address exactly matches the address your card is registered to. If you need your products shipped to a different address, simply select this option and you will be prompted to enter your shipping address separately. If your billing address does not exactly match the address your card is registered to, then your payment will be declined.

We are happy to help, so if you have checked your billing and card addresses are the same, then please do get in touch and we’ll be happy to help you complete the checkout process.


Can I return my products?
We want you to be 100% happy with your purchase.

If, for whatever reason, you are not happy with your products, then please get in touch in the first instance. We will do everything possible to resolve the issue for you.

If you’re still not happy, then we will of course refund your order subject to the products being returned.

Don’t see your question, or still have something to ask? Fire away – we love to hear from our customers.