FAQs.

How can I change my details?

Your personal details can easily be changed by logging into your profile. To login or register for a profile, please use the sign in link at the top of the site. Once logged in you can change your name, contact details, password & any newsletter preferences. If you wish to delete your account altogether please contact us and this will be done for you.

What do I do if I’ve forgotten my password?

If you have forgotten your password, click here to visit the forgotten password page. Enter your username into the field provided, then a link will be emailed to you to enable to setup a new password of your choosing.

How do I update my credit card information?

Once an order has been placed, we are unable to update the card details on your order. Also, for your security, we do not hold any card details on our servers. The details required for your order are held by DataCash, a company owned by MasterCard.

 

My order

What payment methods do you accept?

We accept Visa, MasterCard and American Express. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

How to cancel your order

Once your order has placed, it is processed very quickly, so it is often not possible to cancel your order. However, you are able to cancel items that are out-of-stock, or pre-ordered titles before they are dispatched.

Do you accept returns?

Yes. Please see our Terms and Conditions for details of our returns policy.

How long will my order take?

Delivery times will vary depending on which products you have purchased. We aim to dispatch your order the following working day from your order. Postal times will vary, but on average it takes up to 5 working days for your order to arrive, however if it is later than this, it may be delayed in the post. With this in mind, please allow 10 working days before contacting us with regards to your order.

If an item is currently unavailable at our supplier we will endeavour to source this as quickly as possible and will update your order history with the latest information. If you place an order with titles with differing availability and want these dispatched together, the whole order will be held until all items are available.

What shipment options do I have?

At this time, we offer only one shipping option. Hardback or paperback orders placed on our site will take approximately 3-5 working days to arrive.

What if I do not receive my order confirmation email?

Please make sure to check your email’s spam folder first before contacting Customer Service. Please have your order number available.

Where is my order?

If your order is in stock and has not arrived within 5 working days, please contact Customer Services who will be able to let you know when you can expect your order.

Why was my order cancelled?

Before we cancel an order we will make every effort to contact you to advise which items from your order will be cancelled. Sometimes we are informed by a supplier that an item is no longer available and they have automatically cancelled the order. This could be due to a product going out of print or becoming discontinued.

Is there a minimum order value?

No, there is no minimum order value.

 

Delivery

Do you deliver overseas?

At this time, we are unable to dispatch outside of the UK. We hope to offer our service to non-UK addresses in the near future.

When will my preordered item ship?

Your item will be available on its on sale date.

 

Can I change the delivery address on my order?

Not currently. Your order will be dispatched to the delivery address entered when you placed your order. If you would like to change the delivery address you will have to cancel your order and place a new order with us.

Which address will my order be delivered to?

Your order will be dispatched to the delivery address entered when you placed your order and confirmed in your order confirmation email.

 

Payment, pricing and refunds

Are prices inclusive of VAT?

Items that are subject to VAT have the 20% rate reflected in their RRP. Please note, books are not subject to VAT, however for items where partial or full 20% needs to be applied the VAT is included in the selling prices reflected on our website.

What is 3D secure?

We want to protect you when you shop with us and this is an additional check when you enter your credit card details to help protect you against fraudulent use of your card. There are two schemes; Visa’s is called ‘Verified by Visa’ and MasterCard’s is ‘MasterCard SecureCode’. These are both collectively referred to as 3D Secure.

3D Secure authentication requires the cardholder to register their card to take advantage of this service. This is a one time process which takes place through the card issuer’s website and involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder selects a password and agrees on a secret phrase, which will be used by the card issuer during each online transaction.

3D Secure can be thought of as an online version of ‘chip and pin’ technology. Instead of entering a pin number you will be asked to confirm the password registered to that specific credit card.

We only accept credit/debit cards issued by UK banks.

How can I get a refund for an item bought online?

Items must be returned within 30 days of receipt. Please see our Terms and Conditions for full returns information and instructions.

How can I provide feedback?

We’d love to hear from you and get your views on our site and service. To provide feedback on our website please get in touch via the form on our contact us page.