1. I am trying to log in to the site but my password is not working
There could be a couple of reasons for this so before contacting our customer service team, please try the following:
- Please make sure that you have registered on the website. Register here.
- If you are registered and your password is not working please go to login area, click 'Forgot Your Password' and enter your email address.
A password reset email will then be sent to your email inbox. If you do not receive anything within a couple of minutes check your spam folder.
Click on the link in the email, which will take you back to the site where you can enter a new password.
Finally, click on the Login button and enter your email address and new password to log in to the site.
2. How do I contact Customer Services?
Please email firstname.lastname@example.org or telephone us on 020 7841 6300.
3. How do I contact you generally?
You can find our full contact details here
4. How do I search the website?
Our search engine makes it easy to find what you're looking for. You can search for a book using the search box on the top right-hand side of each page. Enter your search term in the search box, the predictive search might also offer you a few options in dropdown boxes which will appear below the search box as you type. Once you have entered and/or selected your search term click return on your keyboard. A search results page will then load and hopefully display the information you were looking for.
5. How do I order online?
To place an order, simply click on the 'Add to Basket' button on the product page of the book you wish to purchase.
Click on the shopping trolley icon on the top right-hand side of the page to view the contents of your shopping basket. Please note that if you have added an item/items to your basket, you will see the number of items next to the ‘My Basket’ icon e.g. My Basket (1 item) or My Basket (2 items).
When you have finished shopping, click the ‘Checkout’ link in the basket and (if you haven’t already logged in) you will be given the option to checkout as a Guest or register. Once you have made this decision then all you need to do is follow the simple steps in the Checkout section by entering the required information and clicking ‘Continue’ if you are happy to proceed.
6. What is a 'subscriber' or ‘supporter’?
Some of our books allow customers ordering in advance of publication to have their name (or another person's) listed in the book as a subscriber or supporter. The name will appear with the names of others who have pre-ordered in a list printed at the back of the book, providing both a thank-you for supporting the project and a lasting, public memento of your connection with the institution.
7. Whose name should I put as a subscriber/supporter listing?
You can put any name you wish; however, this will usually be the name of the person connected with the institution in question. If you are ordering a school book as a parent, for example, it would be usual to put the name of the pupil rather than your own name. If you are ordering a university book as a gift for an alumnus, it would be usual to put their name.
8. Can I include more than one subscriber/supporter name for each copy ordered?
The vast majority of people will have one name per copy ordered, because they want each person listed to have a copy of the book. If, however, you do only need one copy but would like more than one listing, you are welcome to include up to three names per copy ordered. Please separate multiple names/dates with commas when ordering.
9. How should I format my subscriber/supporter listing?
We are not always able to prescribe a format for your name in advance, so if there are no instructions on the product page, simply enter the information as you would wish it to appear in the book. Considerations such as whether it is written as initials or the first/middle names are spelled out are completely up to you. When the final list is drawn up, we will endeavour to include the listing as you have written it. We will, however, edit the list to make all listings consistent with regard to titles and post-nominals, in accordance with the editorial style of the book and the wishes of the institution we are working with.
10. What should I enter under ‘subscriber/supporter dates’?
If you are ordering a school or university book for which we are taking subscriber or supporter dates, please include the years that you or the person listed attended the institution. We will normally ask the institution to check these years and fill in any missing years, but this is not always possible, so the more information you can provide the better.
11. Can I collect my copy of the book?
With certain titles, those who order in advance of publication are able to choose to collect their copy from the institution in question, saving on postage costs. If this is available for the title you are ordering, it will appear as a shipping option. Upon publication you will be emailed with the arrangements for collection, and will be able to collect your copy by simply giving your name.
12. Why can't I buy a pre-publication product and a post-publication product in one order?
Because some of our pre-publication offers include the option to collect your order from the relevant institution, this would cause a problem with the shipping method for the post-publication product. Unfortunately our website does not have the ability to split orders by shipping method so you will need to place two separate orders. However, as your details will be securely stored in your account area, the second checkout will be very quick. Alternatively you can ring our Customer Services department on +44 (0)20 7841 6300 to place your order all at once.
13. My order status says 'Being printed'. What does this mean?
The status of pre-publication orders will change to 'Being printed' when we send the book to press. After this point, no changes can be made to your subscriber/supporter details. You can, however, change your shipping address up to the time your order is shipped at publication. The publication date for each book is listed on the product page.
14. How do I order a catalogue?
To view and download printer-friendly versions (PDFs) of our catalogue click on the link in the footer of each page on the website.
15. How do I return a damaged book?
Please visit our Delivery & Returns page for information on returning a damaged book.
16. How can I add a discount or promo code?
Once items are added to your shopping trolley, hover on the trolley icon in the top right corner and click 'View all'. This will take you to your shopping trolley. Add your code into the 'Discount code' box and click 'Apply coupon'. The discounted total will now appear with the discounted amount above.
17. How can I change my email address?
Once you have logged into the My account area, click on ‘Account Information’. Here you can change your preferred name(s), email address and password. To confirm the change(s), press ‘Save’ at the bottom of the page.
18. Where can I view current vacancies?
For a full list of our current vacancies and internships, please visit our Careers page.