How to Buy
As well as manufacturing our products, we are delighted to be able to sell them to you directly. You can purchase our products in a variety of ways:
Our website features a range of our most popular products. Take advantage of our online store and your postage will be free (UK mainland locations only)!
Customer Services Team
Our dedicated team are here to answer any queries that you may have, and you can also call them for a quote, buy our products over the phone, request catalogues or book an appointment with your local Product Advisor.
Customers outside England, Wales and Scotland can buy our products from our designated distributors. To find your national distributor, please go to the worldwide page or simply click here. If you cannot find a distributor in your country, please contact our Customer Services team who will be happy to help you.
Are assessments free?
Yes, all we ask is that your OT is present at the appointment.
What do I do if I require an engineer to visit?
a. If there is a fault? Firstly contact customer services to discuss the issue and to check the item is still under warranty. Don’t forget to have your serial number to hand and take any pictures that might be helpful to send into us if required. b. Do you require an annual inspection? Written confirmation is required to book an appointment, please email or post in your request confirming the serial number and the item(s) description. Please include the item(s) location address along with a contact name and number to confirm the appointment with. If a quote is required first, please contact customer services.
I'm struggling to fit a new part received for my Smirthwaite product, what do I do?
a. Contact customer services direct who will be more than happy to assist over the phone and/or offer a call back from our production team. b. For more technical fittings we can offer an engineer call out at our current rate.
How do I identify what product I have?
a. All products are supplied with a serial number, please contact customer service and we can identify the model, description, and in most cases the age of the item. b. If you do not have a serial number, ideally please take pictures of the item and send them into email@example.com and we can help to identify the item, we may need to ask for measurements to identify the size, but this can be discussed further.
How long will it take before I receive my order?
All orders are manufactured to order, to allow for bespoke/special requirements to be accommodated, therefore our estimated lead time is approx. 4 weeks, however, we do aim to have orders shipped within 14 days. You can always call customer services who can provide a more definite date.
How do I know what size of product I need?
Smirthwaite works on the grounds of measurements of products rather than stating an age range. Children come in all shapes and sizes, so one size does not always fit all. All our products come with the relevant measurement information to be able to make an informed decision regarding sizing. If in doubt we offer FOC assessments, all we need as an OT or physio to be present at the assessment with our technical product advisor.
How do I place an order?
a. Orders can be sent to us in a selection of methods. Email firstname.lastname@example.org, fax 01626 835428 and by post to our head office address Smirthwaite Ltd, 16 Wentworth Road, Heathfield Newton Abbot. Devon TQ12 6TL. We do ask that all organisations, limited companies and charities place an order in a written format. If you are a private customer wishing to place a please phone us on 01626 835552. Our staff are always here to help so give us a call. b. Please also visit our online shop where a large selection of our products are available to purchase. Look out for promotions and offers.
What is the warranty on the product?
Smirthwaite products generally have a two year warranty, with a few exceptions. Please refer to the IFU for the product. These are supplied with the products or are available to download from our website. The Service Life Guide can also be found in the download section of the website.
Should my product be serviced and how often?
a. Smirthwaite make recommendations with regards to servicing to ensure that the product continually maintained at its highest level. b. The IFU supplied with each product provides instructions for day to day maintenance and long term servicing recommendations. c. The IFU for the product includes full recommendations for the frequency.
What are the delivery costs for my order?
a. Advertised shipping costs are UK mainland only. Please contact our head office for a quotation for courier costs to other locations. b. Orders under £150 carriage are charged at £12.00. c. Changing bench products to UK Mainland (excluding Scottish Highlands) are £120 per bench and £150 to the Scottish Highlands. For all other locations please contact our head office for courier costs. d. Online UK orders receive free delivery.
Does colour selection effect the cost of the product?
No the colour of the product will not effect the cost of the product. With the exception of special requests outside our normal range of options.