Delivery & Returns
All products will be delivered or shipped as soon as possible, subject to payment card authorisation and stock availability.
Please note that for delivery purposes, our return name and address will be shown in one corner of the invoice.
You will only be charged once per order for delivery however many separate shipments we make to you.
UK - Associated Air/ Royal Mail
5 - 7 working days (subject to stock availability)
Ordered before 12pm GMT
International order - Associated Air
10 - 14 Working Days (subject to stock availability)
All orders are shipped from the UK. Any additional charges for customs clearance into other countries must be borne by you. We have no control over these charges and unfortunately can't predict what they might be.
All deliveries will be made according to the carriers’ standard procedures. For standard delivery, a signature should not be required. However, packages which will not fit through your letter box may be taken back to the postal depot for collection. Please note that where a signature is required, orders cannot be sent to PO box addresses.
Should you require clarification on what happens if no-one is available to receive the goods, and/or a signature is required, please contact the carrier direct.
We offer a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition.
•Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to your card. We reserve the right to refuse returns of items where it is apparent that this has not been done.
If you wish to return goods to us, please notify us of the return with all the required details such as invoice number, contact name etc to firstname.lastname@example.org. A member of the team will be in contact. In this case please return with a copy of the invoice.
UK returns must be received by ASD Visual Aids Ltd within 14 days of receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 10 days of receipt.
All other returns
For orders shipped outside the UK ASD Visual Aids must receive your return within 14 working days.
6 days should be allowed for postage, so please make sure your item is posted within 8 days of receipt. You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost. We will send you an email to let you know when your return has been received.
Please note you will be charged for the shipping cost. Once the return is made you will have the payment credited back to the original card minus the shipping cost. If you are a school which has been invoiced, you will be re invoiced for the shipping cost.
In all cases, your proof of postage should show the ASD Visual Aids Ltd address to which you have returned the goods, together with the post office’s printed/stamped confirmation of the date of posting.
We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to 20 days from receipt of your return for this to be done.
If no return instructions are enclosed with your return, we will automatically issue a refund for the returned items.
If you have requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer vouchers.
If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order or invoice (schools only). Please note that, on orders paid for with only a voucher we are unable to process replacements of a higher value than is available on the voucher. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed to your gift card you will then be able to use the balance to place a new order, giving your additional payment details for any extra balance on the order form.
“I no longer have the dispatch paperwork - what do I do?”
If you no longer have the returns label that was supplied with your order, please address the package to the appropriate returns address.
Enclose a note with the return, ensuring that the following information is included:
Order number (if known), name, address, contact telephone number or email address (especially important if you do not know your order number), return reason and details of refund or replacement required.
If using the original packaging, please ensure that the original address label is covered up. Please quote your order number on the top left hand side of the package, to assist us in identification on return to ASD Visual Aids
Return of faulty goods
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
Please quote your order number on the top left hand side of the package, to assist us in identification on return to ASD Visual Aids
Items in your order that are designated for shipment to countries outside of the U.K may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Carrier specified in your shipment confirmation e-mail.
If you refuse a shipment from ASD Visual Aids, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ASD Visual Aids. This amount will be deducted from your merchandise refund. Please email your shipping and handling questions or comments to email@example.com or call Customer Service at (+44) 800 622 6015
If you refuse a shipment from ASD Visual Aids Ltd, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ASD Visual Aids Ltd. This amount will be deducted from your merchandise refund.
When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.