Frequently Asked Questions

Listed below are the answers to some of the most popular questions about delivery and orders. If you are unable to find an answer to your question here then please get in touch.

Delivery

Q. When will my items arrive?
A. Resources will usually arrive within five working days. Small orders are sent via Royal Mail and large items will be despatched by courier.

Q. How much does delivery cost?
A. If you are in mainland UK or the Isle of Man, the standard delivery charge is £3.99 plus VAT (£4.79 total).

Q. Are there different charges for international deliveries?
A. Yes. If you are outside of the UK, Eire or the Channel Islands, please contact us with details of what you would like to order. We will then be able to provide you with an accurate quote for delivery.

See delivery information for more details.

Ordering

Q. I don’t think I have an account with you. Do I need one before I place my order?
A. No. When you place your first order we will set up an account automatically for you.

Q. I’m a parent/private individual – can I order from you?
A. Absolutely yes! Please note that you will be required to pay for goods at the time of ordering and this can be done securely online using a credit/debit card or PayPal.

Q. I’m ordering for my school/nursery – can we be invoiced for our order?
A. In most cases, yes – simply choose “please invoice my school/nursery” during the checkout process, but if you are ordering on behalf of a nursery or pre-school that operates part time from a village hall or local community centre, please make payment when you place your order.

Q. I’m not ordering for a school or nursery, can I be invoiced?
A. We can happily invoice other educational establishments such as Sure Start Children’s Centres, Inclusion Bases and Councils. Some charities can also be invoiced. Still unsure? Then give us a quick call on 01223 328051 and we’ll be happy to help. Please note we are unable to invoice private individuals.

Q. Will I receive a confirmation of my online order?
A. Yes, you will receive an email confirming your order.

Q. How do I change/amend an order I have already submitted?
A. Give us a call straight away on 01223 328051 and we will make any changes over the phone. Out of hours? Then email us with your details and changes (don’t forget to quote your order ref).

Q. The website won’t accept my card details, why?
A. This could be for a number of reasons. Here are some quick things to check:

  • Is the card you are using one that we accept?
  • Does the billing address you entered on our website match the registered address of your card i.e. the address on your statement?
  • Please make sure there are necessary funds available to pay for your items.

If none of the above apply then please contact us on 01223 328051 and we will assist you.

Q. How do I enter a discount coupon for my order?
A. On the checkout screen you will find an area to enter your coupon code.

See our terms and conditions for more pricing and account information.

Trade (UK & International Resellers)

Q. I am a trade customer and am interested in distributing your resources.
A. We’d love to hear from you. Please contact us for all UK and International enquiries with details about your company and we’ll be in touch with the relevant information.

Q. I am a bookshop with a customer request for your titles? Can I buy direct from you?
A. Yes, you can. Simply contact us and we can quickly advise on availability, bookshop discounts and delivery info.

Q. I am an existing trade customer, can I order from your website?
A. No, please contact us for details on how to place an order.

Returns

Q. I want to return an item?
A. Items can be returned within 30 days of ordering and must arrive back to us in a saleable condition.  Please call and let us know if you are planning to send items back. We’ll take a few quick details and this will help us process your return efficiently. See our returns policy for full information.

Q. What do I do if I receive a faulty product?
A. Please notify us as soon as you are aware you have a faulty product and we will arrange for a replacement item to be shipped to you.