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How do I place an order?

A nswer

To place an order, you must be registered and have a password. Once you have these, you can add items to your order using the order facility on the site. If you are unsure how to complete or place your order, please call us on the telephone orderline on 0300 123 1002.

When I try to place an order, I get taken to the login page. What should I do?

A nswer

This will happen if you try to place an order and you are not logged in. Add your details to the login page and you will be taken back to the order screen. If you are not a registered user, please click on the registration button and complete and submit the online registration form.

How do I get my password?

A nswer

You are free to select your own password, but must use the customer number assigned to you. Once you have registered with us, you will be sent an email confirming that you are able to place orders. This process will be completed within the next working day (Monday to Friday).

I have forgotten or lost my password and/or customer number.

A nswer

At the top of each page is a password reminder option where you will be prompted for your email address and then your details will be emailed instantly to you. If you have not registered an email address with us or are having difficulty using this option, please call the telephone orderline on 0300 123 1002, where an operator will be happy to help.

Registration. I have not received confirmation that my account has been set up.

A nswer

Account set-up is normally completed by the next working day (Monday to Friday). If you have not received a response, call the telephone orderline on 0300 123 1002 and an agent will check this for you.

I cannot find the publication that I am looking for.

A nswer

Use the search boxes on the right of the screen to search for the publication of your choice. You can search using the publication reference number, category or keyword.

How long will it take for my order to arrive?

A nswer

An order will normally be dispatched within two working days of placement. Standard delivery will take an additional three to five working days.

How do I get multiple copies of a publication?

A nswer

When you have added an item to your order, simply click in the quantity box and change it to the number that you require, then click the update button.

I cannot order the number of copies of the publication I require.

A nswer

Some publications have maximum order limits. These limits are applied per customer and based upon a maximum allowed number in a calendar month. If you have placed an order for this product within the last month, you will not be able to order more than the allowed maximum number. If you need more copies than you are being allowed, please call the telephone orderline on 0300 123 1002 where an operator will refer the request to the department and list the reasons you require more copies.

I cannot order any copies of the publication I require.

A nswer

There are a number of reasons why you will be unable to order hard copies of a publication, eg insufficient stock, product restrictions and discontinuances. An explanation of why you cannot order a publication will appear on screen. However, if you are still unsure why the product is restricted, please call the telephone orderline on 0300 123 1002.

Is there a record of what I have ordered?

A nswer

The order databases for online ordering and ordering via telephone, fax, e-mail or post are linked, so you can check the status of any order you have placed irrespective of the original source. As a result, you can view all your order history online or discuss any order queries with a telephone orderline operator on 0300 123 1002.

My details are wrong.

A nswer

Please call the telephone orderline on 0300 123 1002, where an operator will be happy to amend your details.

I need this publication urgently, what can I do?

A nswer

If there is a PDF icon next to your publication, you can download it and print off as many copies as you require. If this is not possible, please call the telephone orderline on 0300 123 1002 to place your order, stating how quickly you require it.

I cannot find the publication that I require, but I know that it is available.

A nswer

Not all publications are available through the online system but may be available through the telephone orderline on 0300 123 1002, where the agent will try to locate it for you.

I need a printed copy of a publication, but it is showing as out of stock.

A nswer

If a PDF version of the publication is available, then you are free to download it and print off copies.