FAQs
Frequently Asked Questions by Schools

Catalogues

Q. I only want to run two out of the four issues per year – is this possible?

A. Yes, we usually ask when you join and for start of each school year which issues of the catalogues you would like to receive and just send what you request. But for issues that you are not running we send single sample catalogues.

Q. Can I give out catalogues for more than one level to a child?

A. Yes, although there is some overlap with the different catalogues, it’s fine to give more than one level to broaden the selection and there may be siblings who would appreciate it.

Q. When will the catalogues arrive?

A. We aim to despatch the Autumn, Spring and Summer catalogues so they arrive at the beginning of each of the three (Northern hemisphere) terms and the Winter issue to arrive at the beginning of the second half of the Autumn term.

Q. You have sent me catalogues but I don’t want to run this issue – do you want them back?

A. Please recycle them. We send out forms at the end of each school year for next year’s club Requirements - it’s important to return the form showing which issues you require so that we don’t send you unwanted material.

Q. My catalogues have not arrived, I think they might have got lost and I need them urgently?

A. We will redespatch them immediately – for overseas customers via courier so they will arrive within a few days.

Organiser Software

Q. Will your Organiser software run on a Mac?

A. We’re sorry - but no.

Q. I don’t appear to be able to download your software, what shall I do?

A. You could try on another PC or we can send you a new copy via email - the emailed setup.exe file will be ‘zipped’ so you will need a copy of WinZip which is available on a free trial basis. Alternatively we can send it on disk and you might wish to receive it on disk in future.

Q. When I try to download or install you’re the Organiser I get a Security Warning?

A. You can ignore this message which occurs because it is an application file (.exe) and at present does not have a digital signature to identify its source. The software is safe for your computer and is virus free.

Q. I’m having difficulty with operating your software, how can I get help?

A. The Help notes are fairly comprehensive – you could print them out in the area you are concerned with or click on the relevant topic to display it on screen. If you are running Vista you will need the stand-alone file called CHM Help. You can contact us via email or phone for further help.

Q. I have prepared my order on The Organiser but have not been able to send it to you via email?

A. The procedure for sending the order is set out in the help notes under ‘Preparing an Email Order’. If this is not successful then just attach your order file to an email and send it.

Ordering

Q. I placed an order by fax from overseas and have not heard from you, what’s happening?

A. We automatically acknowledge orders placed via The Organiser software. For an order received via fax or post we will acknowledge it if requested and preferably to an email address.

Q. What happens if I am delayed in submitting my order and it is close to the end of term?

A. Send the order as soon as you can, preferably via email, and state the date that you need the books by – we can usually work to this.

Q. Do you accept orders after the closing date for an issue?

A. We do but you will have to accept that our stock may be depleted and it could take longer than usual to supply you.

Q. I don’t have time to order my Free books with this order – can I send it later?

A. Free books should be ordered at the same time as Paid books but you can carry forward unused free book entitlement to the next issue.

Delivery

Q. When can I expect to receive my order?

A. We normally expect to deliver an order in the UK within 2 to 5 days. For international customers we expect to despatch your order within 1 to 2 days but if books are temporarily out of stock it may take longer. Delivery times are approximately 3-5 days in Europe and 5-7 for the Rest of the World and may take longer if there are customs delays.

Q. What do you charge for delivery?

A. There is no charge in the UK. For international customers there’s information on the Master Order Form, on the ‘How to Operate’ information sheet and on the website under International/How to Operate but in brief: BFPO is 10% of order value, Europe is 15% and Rest of World is 20%.

Q. Who pays if there is tax or duty on the books?

A. Our delivery service normally covers transit to the school and customs clearance but does not include any customs charges or duty. If you think you have been wrongly charged, please send a copy of the invoice and we will take it up with our agent.

Q. If my order has not arrived by the expected time, what can be done about it?

A. For international customers, if your order has been sent via M Bag (air parcel post) we can confirm the date of despatch and number of cartons and we suggest that you contact your postal depot to see if it’s being held there. If the despatch is via road or air freight we can provide tracking information. If the goods are in customs it is important that the school responds to any requests for information to minimise delay.

Q. What happens if my order appears to have got lost in transit?

A. We will normally replace it free of charge.

Q. What shall I do if books have arrived damaged or faulty?

A. Please let us know the details and we will normally resend them free of charge.

Q. What happens if something is missing from my order?

A. Please check any notes accompanying your order, if the order is incomplete we advise you about what is missing and to follow. If a book is missing with no advice please let us know and we will send it immediately. If there is a book missing and you have a surplus unordered book please let us know – this is normally what we call a ‘mispick’ and we’ll send the correct book.

Payment

Q. I want to pay by direct bank transfer, what are your bank details?

A. The details can be found on the ‘How to Operate’ printed information sheets and on the website under Schools/How to Operate.

Q. You have told me that my credit card has been declined, what should I do?

A. This typically occurs with larger payments from outside the UK and is usually resolved by contacting your card company and authorising the payment.

Q. Can I use my free book entitlement to pay an amount due?

A. We usually request that ‘Paid’ books are paid for and that any free book entitlement is taken as books.

Q. If you have agreed to refund us, how will you make the payment?

A. For customers with a UK bank account we will normally issue a cheque made out to whoever you specify. For International customers we will usually issue a credit note to the club account which can be used against the next order. Where orders have been paid for by credit/debit card we can arrange a credit to the card account.

Q. What do you suggest I do if there is a small balance on the club account which is uneconomic to pay from overseas by bank draft or direct bank transfer?

A. Credit card is a useful method for paying small amounts or, if you let us know, we will usually agree for the amount to be paid with the next main order.

General

Q. I don’t know my club reference?

A. You can find your club reference on the front of the printed Master Order Form immediately under your address. It’s also shown on any invoice or despatch note in the top right hand corner.

Q. If a parent or child decides they do not like a book can we return it to you?

A. We don’t normally accept back a book for this reason.

Q. What happens if a parent tells me that a CD ROM doesn’t work?

A. There’s information on the Multimedia page in the catalogue about what the user should do in these circumstances. We encourage the family to contact the technical help of the manufacturer and the problem can often be solved by an adjustment to the computer. If the CD ROM appears to be faulty we will replace it free of charge. If it is not practical or possible to contact the manufacturer we will, on your advice, supply a free replacement but on the understanding that if the problem persists, it has to be taken up with the manufacturer before we can assist further.