Help & Support

We're here to help

Check out customers' most frequently asked questions. Can't find your answer? We're available to answer any of your questions! 

Call our customer services team on 01235 400 555
Call our digital resource support team on 0203 122 6006

Placing & tracking orders

Delivery & VAT

Cancellations & Returns

 

Ordering on account

If you are a school or institution you do not need a credit card to place an order; you may order on account on this website simply by registering as a school/institution. You will be able to shop online as well as preorder new titles in advance of publication while taking advantage of the great discounts on offer.  You wil be sent an invoice for your purchase.

Alternatively, account holders can call us with an order on 0800 091 1602 or fax your order to us on 0800 091 1603.

All schools registering to buy on account are carefully checked and authorised by our Customer Services team prior to any order being despatched. We may contact you if we need further details.

Ordering out of stock or not yet published products

We are happy to take orders from schools for titles which are not yet published.  To order, simply ensure that you are registered with us as a school who can order on account, then add your selected titles to your basket as usual. These will be supplied and invoiced on publication.

Tracking your order


You can check your online orders by logging in and checking 'My orders' in the My Rising Stars area of the website.  Call customer services during UK office hours if you want to know when your order will arrive in school 0800 091 1602.

Delivery charges and times

Deliveries within the UK: Our delivery charge within the UK mainland is £3.50, regardless of size. This charge will automatically be added onto your order when you arrive at checkout.

We will normally aim to dispatch your order within 24 hours, subject to availability. Most deliveries will arrive within two to five working days from dispatch from our warehouse. Delivery is subject to Royal Mail's standards.

Other destinations: The delivery charge for a non-UK destination will be calculated during checkout based on your location and the weight of your order.  It will be displayed during checkout and you will be given the oprtion to select your choice of courier.  The charge will then be added onto your order.

We will normally aim to dispatch your order within 24 hours, subject to availability.  You can track your delivery via your chosen courier by following the link to their website in your 'My orders' page of the My Rising Stars area of the website.

For more information on delivery times or charges, or if you would like a price for shipping a large order please call our Customer Services team on 01235 400 555 or send an email with your enquiry here.

VAT charges

Customers in the UK and EU: Books are zero-rated. VAT is not charged for any Rising Stars book products.

Non-book items such as CD-ROMs and poster packs are rated at 20%. The prices you see while you are shopping are excluding VAT, it will then be shown separately at the Checkout. VAT will also be shown as a separate line on the receipt or invoice that accompanies your delivery.

Customers outside the EU: VAT will not be charged on any orders supplied to customers outside the EU. Prices shown at Checkout will be net of any VAT.
 

Invoice queries

Payment and statement queries:
Email: Schools@hachette.co.uk
Phone: 01235 400571
 
Copy invoice requests:
Email: Copyinvoice@hachette.co.uk
Tel: 01235 400571

Cancelling an order

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. 

If your purchase qualifies for cancellation and you would like to cancel the contract please email us, quoting your order reference in the email.  To cancel by phone, please call our Customer Services team on 0800 091 1602 quoting your order number.

You must take reasonable care of the items and must not use them.

Please note that cancellations under these terms can only be accepted within seven working days of delivery. When you have cancelled your contract, you must return the items to us so that we receive them within seven working days of your cancellation of the contract. You will be responsible for the cost of delivering the items back to us, unless we delivered an item to you in error or the items were faulty. Once we have begun the delivery process, you cannot cancel any contract you have with us for any services we have already carried out (ie postage and packing).

Returning orders and items

Returns policy: Items can be returned to us within 28 days of the receipt/invoice date provided items are in an unused condition.

Defective items: You can always return an item if it is defective in any way.

Delivery charges: If you wish to return purchased goods, you will be responsible to pay the postage and packaging unless the return is a result of our error or if the product is faulty we will accept costs. 

Refunds: Please note that refunds will only be paid to your card or by cheque, and cannot be paid in cash.

How to return an item: Please repackage items and include a copy of the invoice or receipt. The return address is:

Bookpoint Ltd
200 Milton park
Abingdon
Oxon
OX14 4TA

We recommend that you use an insured or registered mail service or courier when sending items back to us as we are unable to refund for items which are not received at our premises.

If you have any questions about returning an item, please call our Customer Services team on 0800 091 1602 and they will be happy to advise you.

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