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FAQs

How much is shipping? 

Express track and trace courier services are provided for all orders. Our standard delivery charge is £8. Orders over the value of £30 are eligible for free delivery.


COVID-19 UPDATE: How long will it take for my order to arrive? 

Due to Brexit and COVID-19, we are currently experiencing delays fulfilling and delivering orders. We apologise for any inconvenience and appreciate your patience.

While normally you can expect your orders to arrive between 2 to 3 business days, the current expected delivery times is up to  20 working days. We are working hard with our partners to ensure that delivery times returns to normal in the near future. Thank you once again for your understanding.

Deliveries to Northern Ireland is currently not affected by these changes and customers can expect the standard delivery times. Our delivery charge for Northern Ireland is £4.50 and orders over the value of £30 are eligible for free delivery.

 

How can I pay for my order? 

We accept Paypal, Visa, Mastercard, bank transfer or school order number. If you have concerns or queries regarding the shopping card, you can email us directly.

What is the shopping cart bonus? 

When you spend over £150 on an order you will be able to select a free book of your choice from a large selection of eligible books. Please note this does not include new releases. 

How can I make an order? 
  • Online: Ordering online is the fastest way to receive your order. 
  • Phone: Speak to one of our sales consultants on 02037739620. 
  • Email: Email one of our sales consultants at sales@prim-ed.com
  • Fax: Fax your order to 02037739535. 
  • Mail: Mail your order to Prim-Ed Publishing, Marshmeadows, New Ross, Co. Wexford, Y34 TA46, Ireland.

 

What is the shipping cost for an international order? 

The postage cost for International orders is calculated at checkout.

What is your returns policy?

If you wish to return your goods you have 14 days from receiving your purchase to get in contact with us to process your return. Your return has to be approved by our customer service staff in order to be processed. If you wish to return the product in the first 14 days for a refund, the goods must be in saleable quality (including any shrink wrap). You are liable for any return costs. 

Any refunds submitted after 14 days of receiving the purchase will only be processed if due to faulty product. In the unlikely event that a product is damaged in transit, please call us on 020 3773 9620. Alternatively, you can e-mail sales@prim-ed.com Please provide an image of the product that is damaged in your email. We will arrange a collection and resend the product to you free of charge.

 

Do you accept returns on digital purchases?

We will only accept returns for physical orders. Prim-Ed Publishing does not offer refunds or returns on eBooks / digital products. Once the order has been placed no adjustments will be made. 

 

How do I return my purchase?

If you wish to process a return please contact us here: sales@prim-ed.com

Please note any returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

  • Original receipt (no photocopies accepted)
  • Online Tax Invoice
  • Financial Statement (i.e bank statement, credit card statement)
How do I purchase an eBook? 

To purchase an eBook, you must first add the ebook to your cart. Once in the checkout process you will need to create an account or log in to an existing account and accept the our copyright disclaimer. An eBook has to be paid in full at time of purchase, and we do not cater for invoice options with eBook purchases. 

Once payment is processed, your eBook is instantly available to download from your account. The eBook file must be downloaded to a Desktop.


What format is my eBook? 

The download will be a .zip file. Once unzipped, the final format of your eBook will be a .pdf file.

 

Can I refund or return my eBook? 

No, there are no refunds or returns on eBook or any digital resource. 

 

Why haven’t I received an email with my eBook purchase? 

We do not email out eBooks. You can access your eBook by logging into your account here: log-in/createAccount/Yes/ and following the below steps. 

 

Where do I access my eBooks? 
  • To access your eBook you must log in to your account here: log-in/createAccount/Yes/ 
  • Once you have logged in, you can locate your eBooks in the ‘My orders’ section of your account. 
  • Here you will see a list of your orders. Select ‘View order’. 
  • From here select ‘Download now’. 

 

How many downloads do I have of my eBook? 

You have five (5) downloads for each eBook. 

 

Why isn’t my eBook downloading? 

Try using an incognito browser window to download your eBook, or a reader other than Adobe. If your eBook is still not downloading please contact us here so we can resolve your issue. contact-us/ 

 

Why isn’t my eBook displaying correctly? 

Try opening your eBook in Google Chrome or Acrobat as opposed to Preview. If your eBook is still not displaying correctly, please contact us here so we can resolve your issue. contact-us/ 

 

Can I share my eBook?

Our eBooks are not transferable, nor can it be on-sold or uploaded to an intranet site. For full copyright details, please see the Copyright Notice outlined in the eBook.

 

Can I print my eBook? 

Yes, but with conditions. Ebooks and digital resources carry the same copyright restrictions as a physical book. The publisher licenses the individual teacher who purchased this book to photocopy these pages to hand out to students in their own classes. 

Do prices include VAT?

Prices exclude VAT. VAT and delivery charges are calculated at the checkout. 

VAT is exempt when a valid VAT number is applied. 

How do I apply my promo code? 

In the checkout, on the shipping or billing tab click on 'Do you have a Promo Code?' and enter it to apply it to your order. This section is under the order total. All cart prices are final, if you have any issues applying a code please email us at sales@prim-ed.com Once an order has been processed we can not make adjustments for promotional codes, discounts or sales. 

 

Can I use my promo code on already discounted items? 

Promo codes are not valid on sale items unless specified otherwise. 

 

What offers do you have available? 

Sign up to our mailing list at the bottom of our home page to be the first to hear about our upcoming promotions, offers and competitions, and receive 10% off your first order. Our home page

Our Going Digital 99p ebook sale is run once a month, on the first Thursday of every month. This offer for 99p ebooks lasts for 24 hours. 

How do I create an account? 

You can create an account here: log-in/createAccount/Yes/ 

 

How do I reset my password? 

You can reset your password here: log-in/action/passwordReminder/

If you have any issues with resetting your password and accessing your account contact us here: contact-us/