Frequently Asked Questions by Schools
Catalogues
Q. I only want to run two out of the three 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 both catalogues to a child?
A. Yes, although there is some overlap with Funfare and Book Zone, it’s fine to give out both catalogues 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 catalogues so they arrive at the beginning of each of the three (Northern hemisphere) terms.
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. You can at any time amend your requirements via your online account.
Q. My catalogues have not arrived, I think they might have got lost and I need them urgently?
A. Please let us know and we will redespatch them immediately – most parts of the world can be reached via courier within a few days.
Ordering
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 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 commission to the next issue.
Delivery
Q. When can I expect to receive my order?
A. We normally 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 5-10 days for the Rest of the World and may take longer if there are customs delays.
Q. Who pays if there is tax or duty on the books?
A. Our delivery service covers transit to the school and customs clearance but does not include any customs charges, tax 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. If your order has been sent via air parcel post you will see details of the consignment on your invoice and we suggest that you contact your postal depot to see if it’s being held there. If the despatch is via courier 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. It’s also important to check that you have received all cartons in the consignment – your emailed invoice will have advised you how many cartons to expect and if there is more than one they will be numbered accordingly (a 3 carton consignment will for instance be numbered 1/3, 2/3, 3/3). If a book is missing 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 a picking error and we’ll send the correct book free of charge.
Payment
Q. I want to pay by direct bank transfer, what are your bank details?
A. Details can be found on your Invoice, Statement and in the ‘Members info/Payment’ section of the website.
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. Alternatively we can try taking smaller amounts.
Q. Can I use my commission to pay an amount due?
A. We request that any commission is taken as Free 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 schools outside the UK 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 refund 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. We suggest payment via credit card and you can view and pay the balance on your account via secure card payment using WorldPay from the Online Organiser. This facility is available on the Home page under Account Details/Pay Account Balance.
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. We encourage the family to contact the technical help of the publisher 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 publisher 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 publisher before we can assist further.