- How long will my order take to be delivered?
- I have received an order confirmation, why have I also received an invoice?
- How do I return any unwanted books or subscriptions?
- What do I do if my item arrives damaged, incorrect or faulty?
- Can I be provided with a purchase order number for my invoice?
- How can I cancel an order?
- Can I change the delivery address for my order?
- Are my details secure?
- Will anyone else get hold of my details?
- Can I place my order with you by other means?
- I have paid by credit card − when will my payment be taken?
- How can I leave a review of a title I've purchased?
- What are eBooks and how does the ordering process work?
- I have a query about an eBook discount code, who should I contact?
How long will my order take to be delivered?
If you are in the UK your order should usually arrive within 3-5 working days. Please allow up to two weeks for deliveries outside the UK. If you have not received your order within these time frames, please contact us.
Please note that all our parcels are sent through Royal Mail and are not trackable. Should you require your item(s) to be tracked, or if your order is particularly urgent and you would like to organise a fast delivery, please contact our Customer Services Team on 0845 450 6407 who can discuss your delivery options with you.
I have received an order confirmation, why have I also received an invoice?
You’ve been sent an invoice so that, if you decide to keep the product, you know how much it is and where to send payment. However all of our products may be ordered on a 21-day trial basis which means that, although you are sent an invoice, no money needs to be paid up front. If you return the goods within the 21-day period you may ignore the invoice and no amount will be owed to us. (please note, this only applies to orders for schools or other institutions in the UK, all personal or overseas orders must be paid for in advance by credit or debit card.)
If the invoice relates to a subscription, please feel free to keep your inspection copy without charge. Simply return the invoice with ‘Cancel’ written on it, and we will cancel your subscription order and no amount will be owed to us.
How do I return any books or subscriptions?
Please return any unwanted items to the following addresses once you have received authorisation by contacting the Customer Service Team on 0845 450 6407 and quoting your invoice and order detail with the reason for return:
Newsletters & Magazines:
33-41 Dallington Street
c/o Returns Department
10 Thornbury Road
Please ensure that all returns are well packed, protected and in a resaleable condition with a copy of your invoice/order detail stating the reason for return and with referral to your authorisation to avoid delay in processing.
If you have already paid for the item then we will refund the full amount within 3 days of receipt. Please note that Optimus Education will only cover the cost of sending items to you, and will not be able to refund postage for returning these items.
For the return of high-value goods, we recommend that you use a recorded delivery service as we cannot be responsible for the non-delivery of returned items.
Please also note that we cannot provide refunds for the return of damaged or incomplete items. If your item has been delivered damaged, please see below.
What do I do if my item arrives damaged, incorrect or faulty?
If your item(s) arrive damaged then you should contact the Customer Services Team on 0845 450 6407 to make them aware of the situation as soon as possible, or within a maximum of seven working days to receive authorisation for the return. We will then provide you with a Freepost address to which you can return the goods. When we have received the damaged item(s) we will be able to re-despatch your order, or refund any payment made as per your requirements. Please contact the Customer Service Team on 0845 450 6407 for clarification on terms and condition of purchase and return timelines when required.
Can I be provided with a purchase order number for my invoice?
If you require your invoice to be referenced with a purchase order number, simply contact our customer service staff and they will issue you with a revised copy:
Books: 0845 450 6407
Subscriptions: 020 7702 5288
How can I cancel an order?
You may cancel your order at any time before it is sent to you by telephoning the Customer Service Team on 0845 450 6407 for books or 020 7702 5288 for subscriptions, or by emailing firstname.lastname@example.org. If your order has already been despatched you will have to return the item(s) to us before we are able to refund you or cancel your invoice.
Can I change the delivery address for my order?
If you are using the standard order method you will be asked to confirm the delivery address for your order before it is processed. If you then change your mind or realise that your order needs to be delivered somewhere else, please email the Customer Services Team at email@example.com telephone us on 0845 450 6407 for books or 020 7702 5288 for subscriptions. As long as your order hasn’t been despatched we will be able to make the changes you require.
If you are concerned about paying through the online service, you also have the option to order your book now and pay later through other means.
Will anyone else get hold of my details?
Optimus Education will not pass your details on to any third party. We might occasionally contact you with news of your order, new publications or special offers, just to keep you informed.
Books: 0845 450 6407
Subscriptions: 020 7702 5288
Fax: 0845 450 6405
Please DO NOT fax or email your credit card details.
1. Click on the Sign in link in the top right-hand corner of your screen. If you can't remember your details, just click 'Request new password' to have a new password sent straight to your inbox. If you're already signed in, you can skip this step.
2. Once you've signed in to your account, search or browse for the product you wish to review. If you're not sure which title to review, you can see a summary of your orders under 'My account'.
3. When you've found the right product, scroll down to the bottom of the product page and you can submit your review in the form.
What are eBooks and how does the ordering process work?
An eBook (short for electronic book) is an electronic version of a book which can be read on a personal computer or hand-held device that supports this format. Our eBooks can be read on laptops and desktops belonging to the school/staff. They can also be read on certain mobile phones such as the iPhone and ereader devices such as the Sony Reader or Cool-er.
The price is for a ‘site licence’ enabling you to place the eBook on your school intranet or the staff area of your learning network, or even print and circulate it to staff.
Once purchased, the eBook can be shared with your whole school via any electronic platform as long as it remains internal to your school and is not transmitted, stored or shared beyond the school and its staff.
When you purchase the eBook and pay with a credit card you will be able to download your eBook immediately. Simply click on 'My account' below your name in the right hand column, then choose the ‘My Books’ tab to see a list of your downloads.
If you choose for your school to be invoiced you will have to wait until we have verified that your email address is an official school email account. This is so we can be sure that the invoice will be paid and is typically done during the following working day. Once your school address had been verified you will receive an email notification, and you can then return to the site, click on 'My account' below your name in the right hand column, then choose the ‘My Books’ tab to see a list of your downloads.
I have a query about an eBook discount code, who should I contact?
Please phone us on 020 7954 3475 or email firstname.lastname@example.org and we will be happy to help.