Frequently Asked Questions
Can’t find the answer you’re looking for below? Contact us and one of our team will be able to help.
Who are Independence Ltd?
We are a small family company which was started by Judy and Nick Holdsworth in 1999. Prior to that Judy was an Occupational Therapist, working in Fife. That’s why we only sell products we believe in. They have been tried and tested, so we know they work and will make a difference to your life. We also believe in old fashioned service, so we’re here for you when you want to ask questions, or find out more about which product might be best for you.
What are your opening times?
Our phone lines are answered by our own staff every weekday from 9.00am till 5.30pm and on Saturdays from 9.00am till 12.30pm. Outside these hours an anwerphone service is available and we will get back to yoiu as soon as possible.
I want advice on a sensitive subject. Can I talk to a lady?
Yes. Most of our small team are female, but occasionally Nick, or one of the other chaps answers the phone. If you prefer to speak to a lady, just ask. The men understand and will not be offended in the slightest.
Do you have a shop?
No, we don't have a shop, however you're welcome to collect orders any weekday from 9.00am till 5.00pm. Please phone before visiting to make sure your order is ready for collection. We regret that we are not open for visitors on Saturdays.
Why do all prices in the shopping cart look lower than shown in the catalogue?
All prices in the shopping cart and on your email confirmation are shown without VAT. The VAT is added at the end of the transaction. The overall total shows the VAT added to the goods value (unless the product qualifies for ex-VAT pricing) and Delivery charges (for example standard delivery of £4.50 = £3.75 + 75p VAT)
Why is there a penny difference between some the prices in the catalogue and on this website?
This is due to 'rounding' up or down. We have tried to make sure that where the price is different it is a penny lower (rather than being rounded to a penny higher). Prices excluding VAT are not be affected.
Why do you show prices with and without VAT?
The government allows us to sell you some types of product without VAT if it’s for your own use at home. If you’d like to buy those products at the lower, VAT-free price, then it’s very easy. All you have to do is fill out this online VAT Exemption form and send it to us. You don’t need to be registered disabled and you don’t need any referral from your GP. Plus, you only need to send it to us once, not every time you buy. We keep it on file and you save money.
Can I claim back the VAT even if I'm buying for someone else?
Yes, that’s no problem. As long as we have your online VAT Exemption form with the name of the person who will be using it, you can buy for them at the lower, vat-free prices.
What's the best way to locate products on this website?
Our products are split up into categories to help you find appropriate items - for example, if you were looking for socks suitable for a diabetic, our Protect iT Diabetic Comfort Socks would be found via the categories Hosiery & Socks/Socks/Socks for diabetics. Click onto the category buttons until you land on the one that most closely matches the sorts of products you are looking for.
The ‘Search’ facility in the box at the top of the screen allows you to search the entire site by simply entering a relevant or ‘keyword’ or if you have our catalogue to hand or a receipt from a previous order our REF or product code. For example, if you type diabetic into the search box, it will return a list of items that match, such as Diabetic Comfort Socks. Just with a search engine such as Google, the simpler your keywords, the broader the result. Once you have found your product, click on the product photo or "View Details" box for more details. From this detail page you can also see links to similar products, relevant additional items that may be of interest.
Alternatively the ‘Quick Shop’ facility can be a very quick way to order if you know the items you wish to order. Click on the ‘Quick Shop’ link at the top of the Home page to find the ‘shopping list’ layout. Enter either the product name or the product REF number as it appears in our catalogue or a receipt from a previous order and fill in the boxes as required. At the bottom of the screen you will see the ‘Add to basket’ button: click this to process to the checkout in the usual manner.
Delivery & Returns
What are your delivery and returns charges?
Delivery costs £4.50 per order of any value to UK mainland. Large, heavy items, shown with a cost an additional £10 to addresses in the Highlands and Northern Ireland. Returns are free. Full details are shown on our Delivery and Returns page
Can I return items if I change my mind?
Yes. Returns are free and we offer a full no-quibble guarantee. All we ask is that you return the items unused, in their original packaging within 14 days. Please note that for hygiene reasons we can only accept returns of incontinence pads if the packs are unopened.
How long does it take for my goods to arrive?
Orders placed on this website are usually despatched within 24 hours. If you haven't received your parcel within 7 days, please contact us immediately.