- How long will my order take to be delivered?
- Which credit cards are accepted?
- How do I return products?
- 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 do I use a promotional code?
- How will you acknowledge my order?
- I am a trade customer – how can I order?
- I am an author – how do I get my author discount?
How long will my order take to be delivered?
If you are in the UK, and the title you have ordered is in stock, your order should usually arrive within 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 UK 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 034 4610 who can discuss your delivery options with you.
How do I return products?
Please return any unwanted items to the following address once you have received authorisation (and subject to terms and condition of purchase) by contacting the Customer Service Team on 0845 034 4610 and quoting your invoice and order detail with the reason for return::
Speechmark Publishing Limited
10 Thornbury Road
Please ensure 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 4 working weeks of receipt. Please note that Speechmark Publishing 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 034 4610 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-dispatch your order, or refund any payment made as per your requirements.
Please contact the Customer Service Team on 0845 034 4610 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 on 0845 034 4610 and they will issue you with a revised copy.
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 034 4610, or by emailing email@example.com. 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 firstname.lastname@example.org telephone us on 0845 034 4610. 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?
Speechmark Publishing 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.
Phone: 0845 034 4610
Fax: 0845 034 4649
Please DO NOT fax or email your credit card details.
I am a trade customer – how can I order?
You can send your order by email to email@example.com, or contact our sales team by telephone on 01908 277 177.
I am an author – how do I get my author discount?
Email your order to firstname.lastname@example.org, or contact our sales team by telephone on 01908 277 177.