Below you will find answers to some of our customers’ most frequently asked questions. If you can’t see your question below, please browse the rest of the section or visit Contact Us and we will be happy to help.


I need to amend my order. What do I do?

If you need to make changes to your order, such as a delivery address, please get in contact with our friendly Customer Services team via the Contact Us page and we’ll be happy to make any changes to your order for you.

 What are your delivery charges?

We offer a range of delivery options for addresses. We regularly release promotional codes for free or discounted delivery. For a full summary of our delivery charges, visit our Delivery section.

 What is a VIP Passport and how do I get one?

VIP Passport is a scheme that rewards our most loyal customers with wonderful benefits. Collect a stamp every time you order, then when you have enough stamps your account will be upgraded and you will receive your VIP Passport! Please visit our VIP Passport section for further details.

 How do I use promotion codes?

Please ensure that you have entered the code exactly as it appears on the offer letter or advertisement. Most promotional codes are advertised with an expiry date, so please ensure that the code is still valid. Some promotional codes cannot be used in conjunction with other promotions you have already claimed. If the code was accepted, but you are not seeing the promotion applied, please check the details of the promotion, as you may have to spend a certain amount before you are eligible. If you have found a promotional code on a discount code website, you may not have been given the correct qualifying information (e.g. the offer may only apply to certain products or over a specific total order value). Please visit our Promotions section for further details.

 How do I return items?

Get in contact with a member of our friendly Customer Services team via the Contact Us page to obtain an authorisation number. Parcel your goods with the original documentation and write the authorisation number on the outside of the parcel. If it is a collection, please leave as instructed. If returning in the post, please obtain proof of postage. Please allow up to 21 days for a refund and 10 days for a replacement. Damaged or faulty books will be replaced immediately when you contact us with photographic evidence. Please visit our Returns Policy section for further details.

 What is your refund policy?

If you are not completely satisfied with your purchase, you may return it to us in its original condition for a complete and immediate refund, within 3 days of receipt. This refund will cover the initial cost of the items purchased and delivery, but not any delivery charges incurred by you on returning the product(s) to us. If the item is damaged or we have supplied you with the incorrect product, our Customer Services team will arrange a replacement and for the item to be collected after seeing photographic evidence. If, after your order has been despatched, you wish to cancel the order because you no longer require the books, you will need to send the goods back to us at your own expense. When the goods are received back in their original condition we will refund you for the goods and any postage you paid on your original order only. Authorisation to return goods must be obtained at all times. Our refund guarantee is in addition to your statutory rights and does not affect them in any way. Please visit our Returns Policy section for further details.