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FAQs


Hi Saskia
Thank you very much. Please note that this level of customer service is very much appreciated and greatly increases the confidence I have in your business and the likelihood of seeking to find the books we need from you in future. Please feel free to pass this comment on. 

Kind regards 
David Silver

"Thank you so much, the best service I've ever received! :)"

Rhiannon Hucker


"Thank you very much for your prompt and efficient response to our order.  The books have arrived and are great.  I wish all companies were like yours!"

Elaine, Wellington College


How to order

When you see a product you like simply choose the quantity and then click on the 'add to basket' button to add this to your shopping basket. You can click on the 'Shopping basket' tab at the top of the web page to view the contents of your basket at any time. This page will allow you to view and change your selections.

You can update the quantities of an item or remove it completely from your basket.

When you have finished shopping, click on the 'checkout' button and you will then be asked for your contact and delivery details and then directed to a secure area to make your payment.

Shopping here is very flexible. When you get to the checkout you can:

  • Change your mind
  • Add more things to the shopping basket
  • Change any of the items

Students who wish to order from outside the UK should contact us for a quote for postage and packaging.

 

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How to pay

The Illuminate Publishing website allows you to order directly over the internet in a few easy steps using the secure and respected PayPal service.  No Paypal account is needed, credit/debit cards also processed securely by Paypal.

You will need your credit or debit card details to hand, when you start to order.

You will receive an email confirmation of your order and payment if you order online.

In most cases we deal with individual orders from students and teachers. However if you need to buy on behalf of your institution via invoice please email sales@illuminatepublishing.com for any special ordering instructions and delivery/payment conditions.  Please note that we can accept payment by cheque but we will levy a handling fee of £1.00 per cheque.  This is because we are charged a significant fee by the bank to process each cheque.  Please  contact us for further details.

 

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Promotional Codes

You may receive discount codes from us in our communications from time to time.  You can redeem these by typing your code into a "Discount coupon" box in your shopping basket when you order online, during the checkout process.  These codes can only be used once per person.

 

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Postage and packaging

Our charges for postage and packaging are based on the quantity of books ordered.

For deliveries within the UK, one book costs £3.00, two books costs £5.00, three books or more cost £6.

For those customers wishing to place an order for delivery outside the UK,  please contact us for a quote for your entire order including quantity required and necessary postage and packaging charges.

 

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Delivery

Orders are dispatched within 2 working days of receipt of payment and are sent by Royal Mail or by courier. We will endeavour to dispatch it as quickly as possible. If your order is placed online, you will receive an email once your order has been dispatched.
Courier deliveries may require a signature on receipt.

Please quote a delivery address where a signature can be given during working hours.

 

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Inspection Copies

Schools/Colleges can evaluate a printed copy for free for 30 days before purchase.  After 30 days, the inspection copy is then available to:

  • Purchase at the list price plus cost of postage (£3 for a single book); or
  • Return to us in a saleable condition to: Illuminate Publishing Ltd, c/o Total Fulfilment Logistics, The Roundhouse Barns, Marston Meysey, Swindon SN6 6LL ; or
  • Keep it for FREE if you order 15 or more copies and notify us of your adoption

Please note:  This inspection copy service is only available to teachers, not to private individuals.  All goods must be paid for if retained.  Inspection copy invoices must be addressed to your school/college.  

E-evaluation inspection copies

Many of our titles are also available to inspect as digital books (viewed online) where you have access for 30 days - this is a completely free service as obviously no postage is involved!  You can sign up for these on the relevant product page and you will be sent the login instructions by email.

If you have any queries, please contact us for further details.  For technical queries with the e-evaluations or any password problems, please contact illuminate@haremi.co.uk

 

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Trade Sales and Sales Policy

We welcome trade sales from bookshops, educational suppliers and other sales outlets.  Please contact us at sales@illuminatepublishing.com for details of our trading terms and delivery charges.  Please note that we do not offer credit accounts for customers.

Please click below for a full list of our terms and conditions of sale.

http://www.illuminatepublishing.com/download/Terms and Conditions of Sale.pdf

 

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Cancellations and returns policy

You have the right to cancel your contract within seven working days of the receipt of the goods. This cancellation must be notified to Illuminate Publishing in writing or by e-mailing sales@illuminatepublishing.com

If you cancel the contract within seven days of the receipt of the goods you should return the goods to Illuminate Publishing at your expense within 30 days. Please include the original invoice that was issued.

Please return any goods to:

Illuminate Publishing Ltd

c/o Total Fulfilment Logistics

The Roundhouse Barns

Marston Meysey

Swindon SN6 6LL

We recommend that you return the goods in the original packaging or similar and should take reasonable care of the goods. A full refund (not including your return postage of the goods which must be paid by you) will be issued by Illuminate Publishing within 30 days if the goods are received in resaleable condition. If the goods are not received in resaleable condition, Illuminate Publishing reserves its right to deduct an appropriate amount from the refund for any resulting loss in value.

 

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Product prices and descriptions

While we make every effort to ensure that information on our website is accurate, this cannot be guaranteed. Prices displayed on our website and product availability may change without prior notice.

We take great care to make sure that product descriptions and specifications are correct. However, we reserve the right to make any changes, technical or otherwise to product specifications at any time.

 

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Customer services and complaints

You may email us at sales@illuminatepublishing.com with any complaints or enquiries you may have. If you have any problems with your credit/debit card numbers on our shop checkout please contact your bank/card-issuer.

 

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Privacy

We are committed to protecting the privacy of our customers. We do not make our mailing list available to any other company. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998.

We collect information about you for three reasons: firstly, to process your order, secondly to allow us from time to time to provide you with information offers and promotions regarding forthcoming publications and thirdly, to provide you with the best possible service.

We respect the privacy of our customers. We do not make our mailing list available to any other company.

The type of information we will collect about you includes:

  • Your name
  • Organisation address
  • Phone number
  • Contact email address

We do not hold credit/debit card details, except for our payment service provider PayPal® who keep records on a secure basis.

We will never collect sensitive information about you without your explicit consent.

We do our best to ensure that the information we hold will be accurate and up-to-date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy.

The Illuminate Publishing shop relies on a technology called cookies. Cookies are small pieces of information that are stored by your web browser on your computer's hard drive. Our cookies do not contain any secure information such as passwords or credit card details. They allow us to store items in your shopping basket as you browse our online shop. Most web browsers automatically accept cookies. If you have any problems with this please contact us.

If you have any questions or comments about privacy, you should email us at info@illuminatepublishing.com.

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