Shopping with Us

Selecting suitable products

We know that sometimes it is hard to know if a product will be suitable or not without seeing it in the flesh. Here at Cosyfeet we try very hard to provide you with all the information you will need about a product to help you decide whether it is right for you or not. We provide good quality images of all the products that we sell in addition to comprehensive written information about the product, who and what it is suitable for and what it is made from.

If you have any questions about product selection you are welcome to contact us, phone on 01458 449035 or e-mail us and we will endeavour to provide you with any additional information you may need.

Look out for symbols within the product pages which provide additional information about certain features.

If you are buying footwear you may find it helpful to read our Choosing the right footwear guide.

What is VAT relief?

VAT is a tax that you pay as a consumer when you buy goods and services in the European Union, including the UK. In the UK the standard rate for VAT is 17.5%.

Individuals who are chronically sick or disabled can claim VAT Relief when they buy equipment that has been designed solely for disabled people and is for their own ‘personal and domestic use’. This means that they pay the retail price without VAT included.

Can I claim for VAT relief?

Individuals who are chronically sick or disabled can claim VAT Relief on those products shown with “without VAT” prices. A person is ‘chronically sick or disabled’ if they:

• Have a physical or mental impairment that has a long-term affect on their ability to carry out everyday activities
• Have a condition that doctors treat as a chronic sickness (like diabetes, for example)

or

• Are terminally ill

A person with a temporary injury like a broken leg would not qualify, nor would a frail older person who is otherwise well and non-disabled.

The following conditions may also qualify for VAT relief in some circumstances; Arthritis, Multiple Sclerosis, Oedema, Heart Disease, Stroke.

If you are not sure please ask your medical advisor, as we are not able to give medical opinions.

VAT Relief* is available on the following products:

• Cosyfeet Extra Roomy Footwear: If you have a medical condition which results in swollen feet and the need for extra roomy footwear then you may be able to claim for VAT Relief on Cosyfeet footwear. See ‘Who Qualifies for VAT Relief’ for more information on qualification.
• The Circulation Booster ® and selected products from our Keep Active/Mobility range that have been specifically designed for use by disabled or chronically sick individuals.

Those products where VAT Relief can be claimed are shown with “without VAT” prices.

* VAT Relief is controlled by HM revenue and customs and applies only to those products where we display the price both with and without VAT.

By completing our on-line VAT Relief form you must agree to these terms and conditions and that you are claiming relief from Value Added Tax under Group 12 of Schedule 8 to the Value Added Tax Act of 1994.

How do I claim for VAT relief?

When ordering on-line you register for and claim VAT Relief whilst you are going through the check-out process.

If you would prefer not to claim VAT Relief on-line, you can also register and claim VAT relief by completing the VAT declaration form in our catalogue and sending it to us through the post. If you are posting us your form, please note that you'll need to send us a new form at least once every 3 years.

I am ordering from outside the EU, do I have to pay VAT on the goods I am buying?

If you are ordering goods from outside the EU and are having the goods sent to the same destination then you will not be required to pay VAT on your order. VAT will automatically be deducted during the check-out process once a country outside the EU has been selected.

Please note that we are unable to mark items as a gift and that you are liable for any import duties that may be payable.

The country I am ordering from is not listed, what should I do?

The country I am ordering from is not listed, what should I do? We may be unable to deliver to your country or may have to offer different delivery charges than those currently listed. Please e-mail us with details of your order and delivery address and we will get back to you within 48 hours (Monday to Friday only) explaining whether or not we are able to proceed with your order.

Please note we are unable to despatch to the US or Canada.

How do I contact you?

Here at Cosyfeet we pride ourselves on the personal service we offer our customers. Just because you are ordering from a website it doesn’t mean you can’t talk to someone about our products or ask for help. You can call us between 8.30am and 5.30pm Monday to Friday and between 9am and 1pm on Saturdays and we will endeavour to answer any questions you may have.

We have a team of trained customer advisors who are based here at our head office in Street, Somerset. If for any reason they cannot answer your question themselves they will pass your enquiry on to someone else. Our customer services number is 01458 449035.

You can also contact us by e-mail, we endeavour to respond to all e-mails within 24 hours (Monday to Friday only).

Alternatively you can write to us at; Cosyfeet, The Tanyard, Leigh Road, Street, Somerset, BA16 0HR.

Placing an order

1. Finding the Product(s) You Want to Buy

There are two main ways to find a product. The first way is by searching for it by name or product code, alternatively you can find products by browsing the site until you find the item you want.

To find a product using the Search: Either type the product code (as displayed in the Cosyfeet catalogue) or Name into the search box (located at the top right hand side of the page), and click the Go button. In some cases you may be given more than one product so if this is the case you’ll need to click on the relevant product to reach the Product Detail page.

To find a product via browsing: Use the navigational links in the menu on the left hand side of the page, refining your search if desired to reach the product or categories you wish to view. Once you see a product you are interested in please click on the image or product name to reach the Product Detail page.

2. Adding Items to Your Basket

You are now on the product page, where lots of information, reviews and other details can be found about the product by clicking on the different tabs below the main product image. To add an item to your basket you will first need to select a colour (if more than one is available - otherwise the option to select a colour will not appear) and then a size (if the product comes in more than one size – otherwise the option to select a size will not appear). Colours are selectable by clicking on the colour swatch of the colour you want on the right hand side of the page, immediately below these the possible sizes are shown.  You will then need to enter the quantity you wish to buy (the default is 1). Once you’ve made your selection click the Add to Basket button. You will now be on the shopping basket page.

If you wish to buy another product, repeat steps one and two by clicking on the continue shopping button.

3. Your Shopping Basket

Here you will be able to see all of the items you have selected, the quantity of each and in the grey box towards the bottom of the page, a grand total for your order and how this is compiled. If you have a discount coupon or voucher code, enter it in the discount codes box, and click the Apply Coupon button. When you are happy with your order, click the Proceed to Checkout button.

4. Checking Out

The various stages of the Checkout are listed below. If at any point you want to return to the previous stage to change the information you have entered simply click on Edit. If you require help checking out please call us on 01458 449035 – we are here to help.

Checkout Stage 1: Checkout Method

There are three possible ways to go through the checkout and you need to select your chosen method when you reach ;

Option A: Check-out as a registered customer: If you have previously created an account with us, enter your e-mail address and password and click the Log- in button (if you have forgotten your password – click ‘If you have forgotten your password click here’ and enter your e-mail address you used to set up your account to reset your password and have a new one e-mailed to you).  Checking out as a registered user means you don’t have to enter all your address and VAT claimant details again unless you want to change them.

Option B: Check-out as a guest: If you wish to checkout as a guest you can do so but you will not be able to track your order online and you will have to re-supply all your details if you place another order with us.

Option C: Create a new account whilst checking out: If you think you’ll order from us again and want to be able to track your order you can create an account whilst checking out.

Simply select your chosen method and then press Continue.

Checkout Stage 2: Card Holder Information

If you are a new customer, you will need to enter your details in the boxes provided, once you have entered your postcode click the Find My Address button and then click on the appropriate address line to automatically fill the boxes. If you are an existing customer, you can either select one of your current saved addresses, or create a new one. Once you’ve entered all the requested information click the Continue button. It is important that you enter the address where the card you are using to pay is registered.

Checkout Stage 3: Delivery Information

You will now need to either select a delivery address (if you have an account) or enter a delivery address for your order, or you can click the Use Card Holder Address checkbox to use the same details as for the Card Holder Address. Once you’ve done this click Continue.

Checkout Stage 4: Delivery Method

The next step is to select the delivery method you wish to use for the order. The delivery options available to you will be shown, along with the prices for each option. Select your chosen method by clicking in the relevant checkbox on the left hand side. Now click Continue.

Checkout Stage 5: VAT Relief

Some Cosyfeet products qualify for VAT relief, if you have a medical condition that allows you to claim for VAT relief and have items in your basket that qualify you will be able to claim for VAT relief at this stage. If you are checking out as an account customer you can select a previous claimant, or enter the details for a new claimant. If you are checking-out as a Guest you’ll need to enter the name and condition of the person you are claiming for. You must follow this process for each product you want to claim VAT relief on.

You will need to tick the checkbox to say that you agree to the VAT relief terms and conditions and then click Continue.

If you do not want to claim for VAT relief or are not eligible click Continue.

Checkout Stage 6: Payment Information

We offer 2 payment options. These are Debit/Credit card or Paypal. Select your preferred method by clicking on the checkbox to the right of the payment option.

Payment by Debit/Credit Card: Fill in all the information requested, ensuring that you check this information carefully. Once you are happy with the information click Continue.

Payment by Paypal: By opting to pay by PayPal you do not enter your card details directly onto our website, you provide them to PayPal. This means that you do not enter your card details until after you confirm your order. Please note that you will be charged immediately for your order by checking out via this method. To proceed click Continue.

Checkout Stage 7: Order Review

Here you will see a summary of your order including your postage and packing. To complete your order you will need to agree to the terms and conditions by clicking the checkbox. You can view the terms and conditions by clicking the link in this area without leaving the checkout.
You may also opt out of 3rd party mailings at this stage by selecting the relevant checkbox.

If your happy with your order click Continue.

Payment Authentication

If you have opted to pay via Debit/Credit Card you will be transferred to a Payment Authentication screen provided by your card issuer. You will need to enter your Password that you have registered in relation to your card where prompted. If you haven’t ever ordered on line with your card before you will be prompted to set up a password. Once you’ve entered your password providing it is correct you will be transferred to our Order Success page and confirmation of your order will be sent immediately by email.

Payment Authentication : Verified By Visa & MasterCard Secure Code

What is Payment Authentication?

Verified by Visa (VBV) and MasterCard Secure Code (MSC), often referred to as 3D secure or Payment Authentication are the latest fraud prevention initiatives introduced by the card issuers as a more secure method for authenticating you, the card holder at the time of the transaction. Both schemes work the same way, by asking you to verify a personal password set by you, the card holder, to add an extra layer of protection when you shop online. The instructions you see on the Payment Authentication pages on our site are coming direct from your card issuer (e.g HSBC, Barclaycard, Sainsbury’s) and any information that you submit on the authentication screens are securely passed to them, no information will be captured, stored or viewed on any of our systems.

How will you know it works?

If your card issuer is participating in the Payment Authentication scheme and you have already enrolled (either by visiting your card issuer’s website or whilst checking out an order on this site or another site), you will be prompted to enter your password after selecting to confirm your order. If you are not enrolled you will be given the opportunity to join the scheme after selecting to confirm your order, some card holders have made it compulsory to sign up, others will allow you to opt out of the enrolment process. Once you have passed through the Authentication process by entering your card details correctly, you will see a screen confirming that your order has been successfully received and a confirmation email will be sent to you.

How do I activate my card?

Most customers register their debit or credit card direct with their card issuer, however if you have not previously registered you can securely register whilst checking out. This process is known as ‘activation during shopping’ and is provided directly by your card issuer. A secure window will appear asking you to enter your card details, set a password and a personal assurance method (PAM). When you shop online again in the future your PAM will be displayed to you during the authentication process, this way you will know that you are securely connected to your card issuer. When you create your password you should try to ensure that it will not be obvious to anyone else. You only have to activate your card once. Once your card is activated you will only be prompted for your password when paying with this card in future with participating online retailers. PLEASE NOTE: None of the information that you enter in this window can be seen by Cosyfeet.

What if my card is already registered?

If you have already registered your card in the scheme you will simply be asked to enter certain characters from your password into the secure authentication window after you have selected to confirm your order. PLEASE NOTE: None of the information that you enter in this window can be seen by Cosyfeet. What should I do if I’ve forgotten my authentication password? If you have forgotten the password that you registered for authentication, select the “forgot your password?” option in the verification screen and follow the instructions provided by your card issuer.

Who do I contact for more information?

For further information contact your card issuer or visit www.visaeurope.com, www.mastercardsecurecode.com.

Security and Privacy

We hope that you’ll find using our website quick and convenient. And you can trust Cosyfeet to guide you safely through the online shopping experience, because your privacy and security is extremely important to us. All information sent to us on-line is secure and encrypted using the latest Verisign up to 256-bit encryption technology and we don't store any credit/debit card information.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.cosyfeet.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

Cosyfeet.com is part of the Verified by Visa / Master Card Secure Code scheme, run through Cybersource, our secure payment gateway (see www.cybersource.co.uk for more details).

Cosyfeet also has a responsibility to actively pursue security. Currently, we do that on both a code and hardware level.

Verified by Visa and Mastercard® SecureCode™

To give you even more confidence in shopping online with Cosyfeet.com, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:

• Click here to visit the Verified by Visa website                        
• Click here to visit the Mastercard® SecureCode™ website

Once you've registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase.

PLEASE NOTE: Your Verified by Visa or Mastercard SecureCode™ password is not your Cosyfeet.com account password. Cosyfeet.com does not have access to your Verified by Visa or Mastercard SecureCode™ password.

Click here to view our Privacy Policy.

Can I order from Cosyfeet and pay in a different currency?

When ordering on-line you can pay for your goods in Euro’s or Dollars if you prefer, regardless of where you are ordering from. To view all our prices in Euro’s or Dollars click on the relevant symbol at the top of the screen. Our Euro and Dollar prices are based on a fixed exchange rate which is regularly reviewed. Payment will be deducted from your debit or credit card and will usually show on your card statement in the currency of your country (if this is different to the currency you have selected online it will be converted by your card issuer using the current exchange rate).