Subscription Questions
Q : How much does it cost to subscribe?
A : Full details about subscription, including subscription gifts, are given on the ‘our collections’ page of this website.
Q : When will I receive my superb free gifts?
A : You will receive your early bird gift and your 1st free gift with your first delivery, the 3rd free gift comes with the third delivery (unless stated otherwise).
Q : Payment methods
A : You pay at reception of your issues and you can pay by cheque, postal order, Visa, Delta or Mastercard. See the details on your invoice. Please call our customer care team to make the arrangements.
Please note that paying by credit or debit card ensures that we never have to hold back a shipment for you.
Please note that we can not accept Switch cards or Solo cards.
Q : What should I do if I receive an invoice for an issue I have already paid for or returned?
A : If you have paid for your issues or returned them within the last 7 days, please ignore the new invoice. If you have any other problems, please contact our Customer Care Team. Paying on reception will guarantee that you receive your issues promptly and that you don't receive reminders.
Q : Have you received my subscription request - I have not had confirmation?
A : Within seven days of receiving your request to subscribe, you will receive a confirmation welcome letter. This contains your order reference number and details of your subscription. If you haven't received a welcome letter after three weeks, then please contact our Customer Care Team. If you email the team, please include your name in the subject line.
(If you subscribed online, you will receive a confirmation email before your letter, within 48 working hours of placing your order. If you do not receive this email, please contact our Customer Care Team since there may have been a problem receiving your order.)
Q : Can I get the free subscription gifts without subscribing?
A : No, sorry, but if you’d like to subscribe you can do so via our 'subscribe' page. Please note that gifts are part of a special offer only available to people who start their subscription with issues 2, 3 or 4.
Q : I have not received all my issues, how can you help?
A : Our Customer Care Team can resolve this for you either over the phone or by email. If you email the team, please include your name and subscription reference in the subject line.
Q : I still have not received some/all of my free subscriptions gifts.
A : You will receive your early bird gift and 1st free gift with your first delivery and your 3rd free gift with your third delivery (unless stated otherwise). If you still haven’t received your gifts, you should first check with your local postal sorting office in case they have been taken there, if they are not there then please contact our Customer Care Team who will be more than willing to help you.
Q : What should I do if I receive a damaged issue?
A : We replace any damaged issue free of charge. Just send us back your damaged issue and contact our Customer Care Team. It might be also a good idea to mention the problem to Royal Mail.
Q : I have received the wrong issue/s.
A : We will replace all your issues with the correct copies. In order for us to arrange for a replacement, send back the wrong(s) issues and contact our Customer Care Team via the Customer Care hotline or email. If you email the team, please include your name and subscription reference in the subject line.
Q : How do I return something?
A : If you decide for whatever reason not to keep a received issue, you must send it back unopened within 7 days following the receipt of your despatch to the following address:
Hachette Partworks
PO Box 77
Jarrow
NE32 3YJ
A parcel kept more than 7 days means acceptance and the invoice should be paid promptly.
Q : How do I cancel my subscription?
A : You can cancel at any time giving 28 days notice - please contact our Customer Care Team via telephone, fax, post or email. If you email the team, please include your name and subscription reference in the subject line.
General Enquiries
Q : I cannot find copies in the shops – what do I do?
A : You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you or just contact our Customer Care Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!
Q : I cannot get through on the telephone number given.
A : We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Care Team.
Q : How can I get back copies?
A : To order back copies, please contact our Customer Care Team. Please note that it can take up to 21 days to deliver your back copies from receiving your request.
Q : How can I get copies if I live outside the UK or Republic of Ireland?
A : We are sorry, but at the moment we cannot send copies outside the UK and R.O.I.
Q : I cannot access some of the website pages. What can I do?
A : It may be a temporary problem, so please click Refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please email us on the customer service website enquiry email address.
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