Delivery & Returns
How do I place an order?
You can place an order through the website or contact our office.
If you are ordering from outside the EU you may find it more cost effective to use one of our distributors:
- USA: Crossbow Education Corp.
- Australia: Dyslexia Support Services
- Japan: Unique Education Planning
- Singapore: SpEd LLP
Please contact us for wholesale prices or trade enquiries.
Before placing an order, please read our full Terms & Conditions.
Will you invoice my school?
Educational institutions, organisations and businesses within the UK and Ireland may pay on receipt of invoice for orders over £10. Our standard terms are 30 days. For all other orders we accept payment by credit/debit card, cheque or BACS (details available on request).
How soon should I receive my order?
- Mainland GB: 1-3 working days.
- NI, Channel Islands, Isle of Man, Scottish Islands & Scilly Isles: 2-5 working days.
- EU: 2-7 working days.
- Rest of World: 3-12 working days.
Although we endeavor to meet these timescales, on rare occasions they may take a little longer. It can be a particularly busy time for us at the start of the new school year, for example, so please bear with us. If you need your order urgently, please contact us.
How much does delivery cost?
- Mainland GB: Delivery charges start at £1.95 and have a maximum of £5.45, depending on the weight and size of the delivery. Orders over £150 are delivered free of charge. (Prices quoted are ex-VAT.)
- Costs of delivery to anywhere outside of mainland GB vary depending on size, weight and destination; you can use the "estimate shipping & taxes" tool in your shopping cart or contact us if you need a quote.
Can I use the "Printed Paper" shipping option for my international book order?
Unfortunately we do not offer this shipping method. It is not available on parcels over 5kg, and in the majority of cases our couriers offer a better price and service anyway. More importantly, to qualify for the "Printed Paper" shipping method, your order would have to be wrapped in brown paper. We feel this does not offer anywhere near the necessary level of protection for your goods.
What if an item is out of stock?
Occasionally, circumstances beyond our control mean items will go out of stock. Usually you will be informed of this when you try to add the items to your basket. On the rare occasions this doesn't happen, we will contact you as soon as possible to discuss your options.
What if an item is missing from my order?
Please report any shortages within 48 hours of delivery.
How do I return my order?
We are very proud of our products. With this in mind, we operate a 30 day "no quibble" returns policy.
If you are unhappy with your purchase for any reason, please use our cancellation form within 30 days of receipt to arrange a return. (Please note multi-user software licences, downloads and photocopiable materials are excluded, however under the Consumer Contracts Regulations you are entitled to return your goods to us within 14 days.)
Return your item(s) to us in a new and unused condition and we will be glad to refund or replace your item (please note we are not responsible for return postage/insurance charges unless the return is due to a fault or a mistake on our part). We also offer a collection service within mainland UK for a fee, please ask for details.
What if my goods arrive faulty or damaged?
It is our responsibility to supply you with goods that meet your consumer rights. In the unlikely event that you receive a faulty or damaged product, please contact us within 30 days of receipt to arrange a replacement or refund. This does not affect your statuatory rights.