Delivery & Refunds
Temporary Warehouse Closure
Our warehouse will be temporarily closed between 31st May and 8th June while it is relocated to a new facility.
Orders on collins.co.uk
Online orders placed on or before 8am BST on 26th May will ship before the closure.
Online orders placed after 8am BST on 26th May, until Saturday 31st May will be held until Monday 9th June.
Any online orders placed while the warehouse is closed will be processed and shipped from Monday 9th June.
Schools orders
If you placed an order through a Collins rep or direct with customer services before the end of Monday 19th May it will be delivered before half term.
Orders placed between the 20th-23rd May will be processed before the warehouse closure and therefore may be delivered during half term.
If you have a query about your order during this time, please refer to the Contact Us page to route your query to the appropriate team.
Returns
The last date we will be accepting returned orders is 21st May – please ensure returns are delivered by 21st May, or after the warehouse reopens on 9th June.
Delivery times UK
For items ordered on the website:
Collins School Account customers - delivery within 3-5 days of ordering
Credit Card orders - delivery within 3-5 days of ordering
Non-account orders - delivery within 5 days of ordering
Delivery charges UK
UK orders: a one-off standard delivery charge of £2.95 will be applied to every firm website order. This will be added during the check out process.
A delivery charge of £4.95 applies for orders placed by phone, post, fax or email.
Evaluation copies (UK school account orders only) are delivered free of charge.
Delivery times Non-UK
For items ordered on the website:
Delivery to Europe – 7-10 working days approx.
Delivery to Rest of World – 10-14 working days approx.
Delivery charges Non-UK
Postage and packing is added and displayed during the checkout process. It is calculated based on the weight of the order and destination zone. Our rates are based on standard UPS courier delivery charges for worldwide package delivery.
If you are not happy with the postage quoted and wish to discuss alternative options with our International Sales team you can send your order details to them instead of proceeding with the order.
Custom Charges
If you are ordering goods for delivery outside of the UK, please note that your order may be subject to import duties and taxes, which are levied once the package reaches the destination country. Any such charges levied in relation to customs clearance must be borne by you.
It is accepted by you that HarperCollins has no control over additional charges in relation to customs clearance and you must comply with all laws and regulations of the country in which you are receiving the goods. Custom policies vary widely from country to country so HarperCollins recommends that you check with your local customs officials or post office for more information regarding importations taxes / duties that may be applicable to your online order. You will be the importer of goods and responsible for any import VAT and duty that may be borne. In addition, any charges for import clearance will be borne by you, the customer. We may provide certain order, delivery and product information, such as titles, to our international carriers and such information may be communicated by carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
Tracking orders
You can view your order status in your My Account pages.
If you have any queries, contact customer services:
UK School queries - Tel: 01484 668148
Individual User queries -Tel: 0141 306 3100
Changing delivery details
You add these when you register and can change them at any time in your My Account page. Changes to school details can also be changed in the same place but will have to be verified and updated by our database team within 48 hours so will not be reflected instantly on the site or during your order.
Availability of items
You can check a product's availability in their unique product page. If you are ordering on a school account you can order items that are temporarily out of stock and we will deliver them to you with your invoice as soon as they are available. Items that are not in stock cannot be ordered on credit card so you will have to return to buy them when they are available.
Refunds
The information below is from Collins Terms & Conditions. View full terms.
Physical Products (Books, CD-ROMs etc)
For UK and International Schools
The official Collins return system must be used for all Collins and Leckie returns. HarperCollins cannot be responsible for missing parcels sent back without an official returns reference booking number. Any returns received into the warehouse without an official returns reference number will be subject to a delay in processing and cannot be tracked. Customer order errors will be arranged on the customer’s behalf by HarperCollins. A carriage charge of £5.50 per parcel will be charged for this service.
Unwanted goods can be returned up to 3 months from the original invoice date, as long as they are unmarked/unused. Click here to visit the Collins return system.
Faulty products or those damaged on delivery can be returned for a refund or replacement up to 3 months from the original invoice date.
Evaluation terms: Evaluation materials are available for you to look at without charge for 30-days. If you then choose to purchase (adopt) 15 or more copies you may keep the evaluation copy free of charge. Click here to access the Collins returns system where you can select to either return the items or request an adoption credit.
If you have adopted a title you will need to quote the invoice number for this purchase, so please have this information available. If you have adopted only part of the evaluation order you will need to repeat the process, selecting to return any items you do not wish to purchase.
Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 3 month period on this basis.
For Individuals and Home use
Unwanted goods can be returned within 28 days from the original invoice date, as long as they are unmarked/unused.
Faulty products or those damaged on delivery can be returned for a refund or replacement within 28 days from the original invoice date.
Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.
Digital Products (subscriptions to online resource sites or applications)
For all customers
Please take advantage of free trials of our digital products to evaluate their benefits for you/your school and to verify if you have the required system set-up to run the product.
Once you have taken out a full subscription to a product, you may request a refund (for whatever reason) on the full cost of the product within 28 days of the subscription start date.
We are unable to process refunds on digital products once your subscription has run for more than 28 days.
Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.
Please note:
We reserve the right to withdraw, redesign or replace digital products at any time.
If a product is to be withdrawn, customers will be given 45 days notice and details of how to claim a refund for the remainder of their subscription.
We do not guarantee the product will be available at all times, though we will make best endeavors to ensure its availability from 8am to 11pm.
We will from time to time suspend products for maintenance without liability to subscribers.
In the event that we shall be prevented by maintenance or circumstances beyond our reasonable control from providing the product, it shall be suspended for so long as such cause shall continue to have effect.
Times Books orders
We offer a delivery service to the UK. Please see below for further details.
UK Delivery Service
We offer a standard and an express delivery service to the UK, which includes England, Northern Ireland, Scotland and Wales.
Shipping will be calculated at check out. Delivery is between 8am to 6pm Monday to Friday. Please confirm a delivery address where someone is available to sign for the delivery.
Redelivery: If you are not at home when your order arrives, the carrier company will post an ‘Attempted Delivery’ card through your door. Depending on which service is used, the carrier will hold your parcel until you contact them. For FedEx or DHL deliveries, if repeated delivery attempts fail to complete the delivery then the order will be returned to the Courier’s local Depot awaiting your instruction. The parcel will then be held at the depot for 5 days before being returned to us. For Royal Mail deliveries, parcels will be returned to the local depot and held for 14 days before being returned to us.
International Delivery Service
We offer a standard delivery service to Europe and the rest of the world. The cost of delivery is calculated based on country to deliver to and the total weight of the product/s ordered. Prices are representative of the carriage and handling cost of your order. Delivery time is between 7-14 working days approx.
Customs Charges
If you are ordering goods for delivery outside of the UK, please note that your order may be subject to import duties and taxes, which are levied once the package reaches the destination country. Any such charges levied in relation to customs clearance must be borne by you. It is accepted by you that Harper Collins has no control over additional charges in relation to customs clearance and you must comply with all laws and regulations of the country in which you are receiving the goods.
Customs policies vary widely from country to country so Harper Collins recommends that you check with your local customs officials or post office for more information regarding importation taxes / duties that may be applicable to your on-line order. You will be the importer of the goods and responsible for any import VAT and duty that may be borne. In addition, any charges for import clearance will be borne by you, the customer. We may provide certain order, delivery and product information, such as titles, to our international carriers and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
Delivery Service Help
If you are experiencing problems with our delivery service, we will make every effort to assist you. Please contact us at: weborders@harpercollins.co.uk during business hours (8.30am-5.30pm Monday to Friday excluding UK Bank Holidays and Public Holidays).
Returning Goods
It is important to us that you are satisfied with your shopping experience. If you are not entirely happy with our goods or services, you have the right to cancel your order up to fourteen (14) working days (Monday to Friday inclusive) of those goods being received. After receipt of your product, we will refund you the full purchase price of the goods you paid for your order, but we do reserve the right to charge you for the cost of returning the products by post. In such circumstances, you must return the products to us in good condition to the following address:
Web Customer Services
HarperCollins Publishers
Westerhill Road, Bishopbriggs
Glasgow
G64 2QT, UK
*Refunds may only be given at the discretion of the management.