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Please be aware that all prices on the Philip & Tacey website are excluding VAT – you can change this by amending your settings
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Frequently Asked Questions
Contacting Us
How do I contact you?
If I am not completely happy with something is there someone I can talk to or send a message to?
I have an idea for a new product – who do I call?
Delivery
How much does delivery cost?
How long does delivery take?
My delivery hasn’t arrived – how do I find out where it is?
How do I qualify for free delivery?
Do I have to sign for my parcel?
What happens if I’m not there to sign for my delivery?
Do you deliver overseas?
Can I send an order as a gift to someone else?
Can I get proof of my delivery being sent if I have a problem?
Can I track the delivery status of my order?
How do I find out about the delivery of my order?
What is direct delivery?
Can I organise a delivery to another address other than where my account is registered?
Are there different types of delivery I can pay for? For example Express Delivery?
What do I do if my products are damaged, incomplete, incorrect or short delivered?
Exercise Books
You printed our books last year, do we have to send in all our details again to you?
How much do you charge for overprinting my exercise books with our school crest?
What printing methods do you use?
What do I do to get personalised exercise books made for my school?
Do you do different options on sizes/colours/paper quality etc for your overprinted books?
Is there a minimum order quantity on the number of books I have to have?
How can I make sure I’m getting the right exercise books for me?
Is it just one range of exercise books that are available or do you have a range?
How do I send you our crest?
If I only have a printed crest can you use that?
Can I order a sample of a book?
Colours of books are critical for us as we use the same colours year after year, how do I know these are going to match our current book cover colours?
How long does it take to get printed books?
There isnt going to be anyone here to approve our overprinted books during Summer - what can we do?
My Account
Cannot order - I have an account with you and I cant place an order – why is this?
Account details - How do I change my address or other details?
I appear to have more than one customer number, does it matter which one I use?
Account changes - Where do I my change my details?
Account number - What is it and why do I need one?
I’ve forgotten my password – how do I reset it?
How do I open a new account?
I don’t have a credit account with you – can I still order?
Orders
Order status - Received - what does this mean?
Confirmation - Do you send me a confirmation of my order?
Order status - Dispatched what does this mean?
Order status - Cancelled what does this mean?
Can I view my past orders online?
Can I amend my order online if I’ve already sent it?
Order status - Being Processed what does this mean?
Discount code doesn’t appear to be working – how do I check it?
Ordering online - how do I do it?
Cancelling my order - How do I cancel my order?
How do I claim my special offer or promotion?
Payment
Can I pay by invoice?
What are my payment options with you?
I don’t have a credit account with you – can I still order?
I’ve put my card details in and they are not being accepted – why?
Products
How can I find out further advice on a product?
Can I check an item is in stock?
Will you inform me if something goes out of stock if I order it?
What are ‘Made to Order’ products?
I’m trying to find a product on your website that’s in your catalogue – why can’t I find it?
Do you do replacement parts for any products?
I’d like to refurbish an area of my school – can you help?
Do you do products for Special Needs/Secondary/Primary/Mainstream?
Why is the price different online than in the catalogue?
Will you send me another item if my choice is out of stock?
If I do not want the substituted products what do I do?
Security
How do I unsubscribe from emails?
How do I know if my details are secure?
What does Safe and Secure Online transactions mean?
What is VeriSign?
Personal details - What do you do with my details I give you?
Will I get emails from other people?
How do I stop emails from you?
VAT
Do I have to pay VAT on your products?
Is VAT included in all prices?
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