How To Order Given below are the answers to some frequently asked questions regarding our customer's orders. Click on the links immediately below and the page should jump to the relevant answer. How do I pay for my order? Why use Paypal? What currencies can I use? When will I be charged? Has my order been shipped? Can I change my order? Can I cancel my order? Part of my order is missing A mistake has been made with my order Delivery Information Do you deliver to my country? Do you deliver to PO Box addresses? Do you deliver to BFPO addresses? Do you deliver to hotels? Delivery Options I have received a faulty book I have received an incorrect item Have you received my return? When will I receive my replacement? Why did I get a refund instead of the replacement I requested? When will I receive my refund? How do I pay for my order? For sales direct from our website, we use Paypal - an internationally respected method for making online payments. If you are not already using Paypal, you can sign up for the service at: http://www.paypal.ca/ca/cgi-bin/webscr?cmd=_home Why use Paypal? All you need to do is add a debit, credit card or bank account details to your PayPal account, and you'll be able to pay for your items instantly without sharing any financial details. If for any reason a refund is required, we can easily and quickly send a refund directly to your PayPal account. Your financial details aren't shared with anyone except Paypal, so you can buy online with confidence What currencies can I use? All of our website-based sales are in UK Pounds Sterling When will I be charged? Once payment is authorised, you will receive an email confirming that your order has been successful. Has my order been shipped? As soon as your order has been sent out, we'll email to let you know. If you don't receive your order within the specified delivery time, please contact Customer Care at customercare@rhbooks.com. If you place an order for a title before the date of publication or reprint, you will receive your order before the book is in the shops, and at least seven days before the title is available through any other online retail supplier. Can I change my order? Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch. Can I cancel my order? Under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase and receive a full refund. In this case we will provide you with a full refund but we would ask you to return the cancelled items at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost. Part of my order is missing Sometimes we can't send everything you've ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please get in touch with Customer Care. Let us know the ISBN (International Standard Book Number) of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out, but in on the rare occasion that isn't possible, we'll refund the money you paid for it. A mistake has been made with my order Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Care. Delivery Information The most appropriate courier will be chosen dependent on your order and courier availability in your area. We may use one of the following carriers, but cannot specify which one prior to dispatch: Royal Mail, DHL or Parcelforce. Do you deliver to my country? At the present time we are only offering direct sales from our website within the United Kingdom and other parts of the European Union. We are sorry, but if you live elsewhere, we cannot deliver to you at the present time. IMPORTANT NOTICE TO OUR NORTH AMERICAN, AUSTRALIAN and ITALIAN CUSTOMERS: Our sincere apologies, but until further notice we are unable to supply direct orders to North America, Australia or Italy, unless you contact us when placing your order and agree to pay the relevant surcharge for your territory to cover secure signed-for air delivery. These surcharges are as follows: North America £20.00 per item Australia £25.00 per item Italy EUR 15.00 per item Do you deliver to PO Box addresses? Unfortunately, we can't ship to PO Box addresses for security reasons. Do you deliver to BFPO addresses? We can ship to BFPO addresses. All BFPO addresses must be registered as UK, rather than the country where you are posted. Royal Mail will then deliver the parcel to the British Forces Post Office in London. It then becomes the responsibility of the British Forces to deliver your parcel to the correct location. We are unable to ship orders over 2Kg to BFPO addresses, so please split large orders, and order heavy items separately. Do you deliver to hotels? Unfortunately, we can only deliver to a hotel if it is your permanent residence, or your place of employment. Delivery Options UK Delivery Within 3 working days Your orders will be sent out via the most suitable carrier, depending on size and weight. A signature may be required on receipt. If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up. Please note that it is not possible for you to collect your order in person from our distribution centre. Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day. In the event of a Royal Mail strike, we will switch our deliveries to other carriers to avoid delays to your delivery. European Union Standard Delivery Standard Delivery (4-8 working days) Your order will be dispatched via the most suitable carrier, depending on size and weight. Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures. We're sorry, but we can't change the delivery address of a parcel once your order has been placed. Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed. I have received a faulty book We don't want our customers to receive books that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us within 30 days of delivery, and we'll replace the faulty copy. Please contact Customer Care, and let us know the following details: Your Order Number ISBN Details of the fault State if you want a refund or replacement I have received an incorrect item Please contact Customer Care, and let us know the following details: Your Order Number ISBN Details of the fault State if you want a refund or replacement Have you received my return? As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with Customer Care, and we'll look into it. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us. When will I receive my replacement? We will process your replacement item within 3 days of receiving your parcel, and email to let you know we have received and processed it. We won't charge you anything for delivering your replacement order, and delivery will take as long as it did for your initial order. Why did I get a refund instead of the replacement I requested? If we can't send your requested replacement item, we will refund what you paid to your account. If this happens, we'll email to let you know. When will I receive my refund? We will process a refund within 3 days of receiving your parcel, and email to let you know we have received and processed it. After you've received your email, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it.