Help & Support
We're here to help
We hope that you are enjoying browsing through our new website. Find help with frequently asked questions below or call our customer services team who are always happy to help you with any questions you may have on our resources, any problems with ordering or just if you want to give us some comments. Call them freephone on 01235400555.
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.
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.
Payment and statement queries:
Phone: 01235 400571
Copy invoice requests:
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:
200 Milton park
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.
Accessing digital products
Ebooks: Our eBook products are digital files only so at the end of your online order you will see a link to your 'My Rising Stars' page on the order summary page. Click through to view your eBooks, where you will be given a choice to download the file type of your choice. You will not receive any physical product in the post.
Switched on Computing, Switched on Science, Switched on iPad: If you buy any products from these series you will be sent physical products and will also be able to access the products as digital files in your 'My Rising Stars' area of the website. At the end of your online order you will see a link to your 'My Rising Stars' page on the order summary page. Click through to select the product you wish to use and then select the Unit and the resource you want to download.
Using digital files
If your school have purchased some of our digital files other teachers in your school can access the files by creating their own website account. They need to register a school account on the website, selecting your school during registration and setting up their own log in details. They will then be able to see any digital products your school have purchased in their 'My Rising Stars' section of the website.
If a teacher leaves your school they wil be prompted to change their school so they can no longer access your school products.
Using My Rising Stars
With the new Rising Stars website you and all the teachers in your school can access your Rising Stars resources online via a simple, single login. Via the My Rising Stars area of the website, you can open and print worksheets and lesson plans, play video or display interactive resources via any computer at any time. There is no need to install anything via your school network. You can also access hundreds of free Rising Stars resources from your My Rising Stars area – opt in by selecting your areas of interest.
As you browse the website you can view or download free resources and add them to your favourites so you can find them again easiy in your My Rising Stars area. You can also read useful articles and features all in one convenient place. We’ll let you know whenever content is updated or new resources are added.