Our Wheelchair Delivery Service via Direct-to-Consumer Model

The British Red Cross Mobility Aids Service has adopted a new model that delivers wheelchairs directly to you, and it now covers most of the UK (excluding the Hampshire, Norfolk & Waveney, and Northern Ireland, where local Mobility Aid Services are in place).

This model allows us to reach more areas of the UK, including reintroducing our service to Scotland.

For the first time, we are pleased to offer next-day home delivery. This enhanced service is made possible through our partnership with a third-party courier.

Before your wheelchair delivery

During the booking process, we will ask for basic information such as your name, contact details, and home address. To help us arrange the delivery, your details will be shared with the delivery company we use.

You will choose your preferred delivery date, available Monday to Friday. Next-day delivery is available for orders placed before 12:00 PM the previous day.

For events or occasions, we recommend booking delivery a few days in advance. Although we aim for next-day delivery, it cannot be guaranteed.

If you require VAT exemption, you must call on 0300 456 1914 to make a booking.

Delivery of your wheelchair

On the morning of delivery, you will receive a notification confirming the estimated arrival time via email or text.

The wheelchair will be delivered to your door or selected safe place. The person delivering your package will not be able to enter the property.

Your wheelchair will arrive in a box with dimensions of 85 x 60 x 70 cm. It is important to keep this box, as it will be used for the return process, and failure to do so may lead to extra charges. The box can be flat packed for easier storage.

Please be aware that all wheelchairs are of standard weight; lightweight models are not available.

How to return your wheelchair

As your hire period nears its end, please contact us on 0300 456 1914 or wheelchaircollections@redcross.org.uk to schedule a collection. We do not automate collections to allow for flexibility in extending the hire if needed.

To prepare for the collection, ensure:

• the original delivery label is removed
• the wheelchair is folded away and returned to the box it arrived in
• any accessories are included in the box.

On the morning of collection, you will receive a text with the estimated collection time.

The delivery driver will provide a return label when they arrive to pick up the wheelchair.