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Frequently Asked Questions

Frequently Asked Questions for our pay by credit card or debit card / private purchase customers

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Frequently Asked Questions for our pay by credit account / trade and healthcare professional customers

Please click on a topic below

 

Frequently Asked Questions for our pay by credit card or debit card / private purchase customers

Answers to questions on how to order and about my order

Q. How do I order?

A. Shopping with us is easy and it is your choice as to how you order:

  • Browse or search our website then click the “add to basket” button to buy the products you want. When you've finished shopping, click the “checkout” button on the basket page.  As you go through the checkout process, you can then pay immediately (and in total security) on-line using your debit/credit card.
  • Alternatively, you can telephone our order line on 0845 805 2236, Monday to Friday (8.30am to 5.00pm). Our award winning customer service team  will be happy to take your order or answer any questions

Q. How can I pay for my products?

A. We offer a variety of ways to pay so that you can choose the method that suits you. Don’t forget, you can order online, by phone or by post and pay by any of the following methods.

By credit or debit card:

You can pay for your items with most major credit/debit cards.

By cheque or postal order:

We also accept payment by cheque or postal order. Please telephone 0845 805 2236 to request an order form so you can enclose your cheque or postal order to our free post address.We do not accept cash.

Q. What is the Credit Card Security Code/Card Verification Value (CVV)?

A. It's a unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file.

Q. How do I add to my order once I have submitted it?

A. Unfortunately, you can’t add to your order once it has been placed. This is because orders are normally processed immediately after they've been placed and your order will have already been sent to the warehouse to be packed. If you do need to order additional items you will need to place a new order.

Q. How do I Cancel an order?

A. For all goods ordered from our website, If you change your mind about an order and want to cancel it, you can do so within 14 working days of receipt of your goods. However, once your order has been sent to the warehouse to be packed, then we can't always stop your order from being delivered. In both cases, once you receive the order, please telephone 0845 805 2236 so we can help you with the return of goods.

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Answers to questions on delivery charges and methods

Q. What are your delivery charges?

A. Normal delivery and packaging charges are £2.95 to all UK destinations and FREE on orders where the total of goods comes to £40 excluding VAT or more.

Q. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?

A. No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock.

Q. How long is delivery time?

A. We work very hard to deliver your order promptly and aim to send out all orders within 48 hours of dispatch. Your parcel will normally be sent out by either first class mail or by courier, and so should reach you within the 48 hours of dispatch. However delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn't arrived within 10 working days, please contact us.

Q. Can I specify a day or time for delivery?

A. We regret we cannot always specify exact date or time of delivery. If you require a more urgent delivery e.g. overnight/guaranteed next day, it can normally be arranged at an additional shipment cost - please telephone your order to 0845 805 2236 (8.30am – 5pm weekdays)

Q. Where does NRS deliver to?

A. For orders purchased online at nrs-uk.co.uk, we deliver to addresses within the United Kingdom (meaning England, Northern Ireland, Scotland and Wales) but we currently do not accept orders for countries outside of the UK (including the Channel Islands and Eire). For deliveries outside the UK, please contact our export division.  

Q. Can I send my item to an alternative delivery address?

A. Yes. If you're ordering on nrs-uk.co.uk, you have the option to choose a delivery address when you go through the checkout.

If you're placing your order by phone, inform a member of our customer service team on 0845 805 2236 that you'd like to send the item to a different address. To ensure safe delivery, we will need the full address including the postcode.

Q. Can I have my items delivered to more than one address in the same order?

A. No, you can only get them sent to one address. If you need orders delivered to different addresses, you will need to place a new order for each delivery address (and you'll have to pay for delivery on each order if applicable).

Q. Do I have to sign for my parcel when it's delivered?

A. All of our larger items will be delivered by courier who will require a signature upon receipt. Many of our smaller items are delivered by Royal Mail and will come with your regular post, but these too may require a signature on delivery.

Q. What if I am out when the courier tries to deliver?

A. If you are out and the item does require a signature, the courier may use their discretion and obtain a signature from a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.

Q. Can I order from overseas and do you deliver overseas?

A. It is possible to order online from overseas but your order can only be delivered to an address in the United Kingdom (as specified above).You can also find a list of our overseas distributors in the Contact Us section of our website.

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Answers to questions on NRS guarantee and returns

Q. Are my purchases from NRS guaranteed?

A. All our products are guaranteed against manufacturer’s defect for one year from date of purchase.

Q. How do I return an item?

A. If you are unhappy with a product, please call one of our friendly Customer Services Advisors on 0845 805 2236, so we can allocate you with a returns reference so you can return the goods to us.

Please note that, unfortunately, we cannot refund the cost of delivery or the cost of returning any items (unless they are cancelled orders or the item is faulty as explained below).

Q. What do I do if my purchase develops a fault?

A. If your item develops a fault within twelve months of your receiving it, NRS will replace, repair or refund your item where possible (subject to stock availability).

To return an item, call one of our friendly Customer Services Advisors on 0845 805 2236 and they will advise you of the procedure.

Q. What if my item arrives damaged or faulty?

A.  Our parcels are packaged to ensure that any damage in transit is kept to an absolute minimum. However, we will happily refund or, when available (subject to stock availability), replace any damaged or faulty item within twelve months of delivery.

To return an item, call our friendly Customer Services Advisors on 0845 805 2236.

For more information about damaged or faulty items see our Terms & Conditions.

Nothing in this section or elsewhere in these FAQs or our Terms and Conditions or our returns policy affects your statutory legal rights.

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Answers to general questions

Q. Does NRS have a catalogue of products?

A. Yes we do, a selection of the many items that are on our website are featured in our catalogue. Simply click onto the request a catalogue link at the left of this page or call one of our friendly Customer Services Advisors on 0845 805 2236 and we will post one out to you.

However, please do check our website for our complete range and all our current offers. Alternatively, if you would like some help in finding a specific product, then call us on 0845 121 8110

Q. Does NRS sell gift vouchers?

A. At this moment in time we don't sell gift vouchers, but it is something that we are looking at for the future.

Q. How do I contact NRS?

A. If you need any other help, or if you would just like to tell us what you think, then we would be delighted to hear from you. You can get in touch by:

Telephone: 0845 121 8110

Email: customerservice@nrs-uk.co.uk

Fax: 0845 121 8112

Post: NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

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Frequently Asked Questions for our pay by credit account/ Trade and Healthcare Professional customers

Answers to questions on creating a credit account

Q. Who can apply for a credit account?

A. Credit account can only be set up by Professional Healthcare & Social Care establishments, Purchasing Authorities, Charities, Educational establishments, Public & Private Trading businesses. Credit accounts are not intended for and cannot be set up by private purchasers and individuals.

Q. How do I apply for a credit account?

A. To apply for a credit account, you must first register by clicking the “Apply for Credit Account” button towards the top left of this page and provide us with your contact details. We will then send you a credit account application form to complete and return. Once your application has been approved, you will be sent a confirmation email to confirm your credit account has been created.

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Answers to questions on product information, advice and demonstration for your clients

Q. What if I need additional information or advice about a product that is on the web site? 

A. NRS offer a product advisory service managed by our Occupational Therapist. We will be pleased to provide you with guidance on technical matters, product purpose and suitability for any products we offer in order to assist you in making the right choice.

Tel: 0845 121 8110 (Mon – Fri 8.30am – 4.30pm)

Email: productadvice@nrs-uk.co.uk

Q. What if I need advice regarding which product to choose for my client’s particular disability or scenario? 

A. NRS offer a product advisory service managed by our Occupational Therapist. We will be pleased to provide you with guidance on technical matters, product purpose and suitability for any products we offer in order to assist you in making the right choice.

Tel: 0845 121 8110 (Mon – Fri 8.30am – 4.30pm)

Email: productadvice@nrs-uk.co.uk

Q. How do I arrange a demonstration? 

A. NRS offer a demonstration service on selected products. Please call your Local Area Manager (link to map on contacts page) to arrange a demonstration. We can demonstrate several product options at one appointment to help you make the right decision for your client.

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