Deliveries & Refunds

Delivery times UK

For items ordered on the website:
Collins School Account customers - delivery within 72 hours of ordering
Credit Card orders - delivery within 72 hours of ordering
Non-account orders - delivery within 5 days of ordering

We are open for orders and delivery, but there may be delays to our standard delivery service. Thank you for your patience.

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.

Same day dispatch

We are very sorry that due to current high levels of demand, we may not be able to fulfil next-day deliveries. We are doing everything we can to expedite orders and apologise for any inconvenience. If you have any queries, please contact us.

This service applies to orders for selected Collins Revision and home learning products. Excludes Letts products for delivery to a Mainland UK address.
Products included in this service are described as such on the product information pages on this website.

Order this book before 12pm and get same day dispatch - Mainland UK delivery only.

If your basket includes at least one product included in this service, your entire order will be dispatched the same day.  Make sure you complete your checkout before 12pm to receive this service.

This service does not apply to products currently unavailable to order because they are not yet published or out of stock.
This service applies only during working days (Monday to Friday). Deliveries will only take place Monday to Friday.

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, Letts Lonsdale 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.