Help & support

Technical Support

For queries relating to any of our digital products, please visit our technical support pages, or contact our dedicated Technical Support helpdesk on 01536 452960.

Contacting your local educational consultant

We have a team of dedicated consultants who offer free demonstrations of all our major titles. This service is offered without obligation and our consultants do not work on commission.

To arrange an appointment either contact your local consultant directly, or call Customer Services on (01536) 452610, for Primary or (01536) 452620, for Secondary.

Ordering

How can I order?
What are my payment options?
Which credit cards are accepted?
Why am I asked for an extra password or PIN when paying?
How much tax will I pay?
What happens when I place my order?
How much will I pay for delivery?
When will my credit card be charged?
Can I cancel or change an order?
What are your Terms and Conditions of Sale?
How can I tell whether a product is in stock?
Can I order products that are not currently available?
How do I use a promotion code?
Why wasn't my discount applied?
I am a trade customer. Can I buy at trade discount?
I am a School customer. How do I order on School account?

Services

How do I request an Inspection Copy?
How do I order a school evaluation pack?
Can I see sample pages?
How do I request a visit from an Educational Consultant?
How do I request a print catalogue?
How can I sign up for email alerts?
How do I find out about rights and permissions?

My Account

Explaining My Account
What will OUP do with the information in My Account?
I've forgotten my password. What do I do?
How can I change my account details?

Privacy and Security

What is your Privacy Policy?
How secure is your ordering process?

Despatch and Delivery

How long will my order take to arrive?
How much will I pay for delivery?
When will I receive my pre-ordered items?
Do you deliver to my country?
Do you deliver to BFPO addresses?

Problems, Returns, and Refunds

What if my order hasn't arrived?
There's a problem with a delivery I've received
You sent me a damaged or defective item
I haven't received everything I ordered
You sent me the wrong items
What is your returns policy?
How do I return an item?
When do I get my refund once I've returned an item?

Useful Information

Whom should I contact?
How can I find OUP's offices?
How up-to-date is the information in your catalogue?
How accessible is your website?
Can I copy or reuse material from your website?

How can I order?

Individual Customers

Ordering online

Customers in most countries can order the majority of our products online (except subscription products which, at present, are only available on school account) and pay by credit or debit card.

Search for your product on our search page or browse our catalogue, and add items you wish to buy to your basket.

Order by phone

Customer service team:
Our staff are available from Monday-Friday 08.30am-5.00pm (UK time) to take telephone orders.
Telephone: +44 (0) 1536 452640

Ordering from local retailers

Oxford books and other products are available through most good bookshops. If a title is not available on the shelf your local bookshop should be happy to order it on your behalf. If you buy through your local bookshop, please note that the contract for the purchase of the products in question is between you and your local bookshop. As such, please contact your local bookshop if you have any issues or problems with the products which you have purchased.

Schools & Further Education Customers

Ordering online

It's now even easier to order from our website:

1. Using the series order form

You can order directly from the series pages using the series order form. Just enter the quantity by each title you want to order and the form will calculate your total as you go. Then just click on Add to basket to add all the selected products to your basket at once. If you are ordering on school account you can also select products to evaluate by checking the evaluate boxes.

2. From individual product pages

Simply browse the site until you find the item you want to order, and click on the Add to Basket button on the product page. Depending on the item itself, and whether you are able to order on school account, you can either add to basket and pay straight away, order on school account or add to basket as an inspection copy by clicking on the evaluate button.

Ordering on School account

You can order both firm and inspection/approval orders as well as subscription orders using your school account.
Find out about more about ordering inspection copies.

Simply add all the products you require to your basket and when you checkout select Order on school account from the list of options. You will then be asked to select your school using your postcode or account number. Your account number can be located on any OUP invoice. An invoice will then be sent to your school address. There is a box to enter your PO or requisition number (if you have one) in the shopping basket. This will then be printed on your invoice.

For information about discounts and special offers, please see your local educational consultant

Email your shopping basket

You can now email the contents of your basket to a colleague – this could be useful if you need your bursar or Head of Department to authorise your order or you need someone else to process your order. Simply put everything you want in your basket and then email it to your colleague instead of checking out. They will receive an email listing the contents of your basket and can choose to either add all of your products or a selection to their own basket.

Ordering via telephone or email

You can order via phone or email, make sure you have the product ISBNs that you want to order and your delivery address and payment details available.

Telephone
Primary: +44 (0)1536 452610
Secondary: + 44 (0)1536 452620

Email: schools.orders.uk@oup.com

Ordering via post or fax

Fax: +44 (0)1865 313472

If you want to order via post or fax, you can download hard copies of our order forms

Trade Customers

Trade orders and enquiries should be sent to:

Post:
Oxford University Press Distribution Services:
North Kettering Business Park,
Hipwell Road,
Kettering,
Northamptonshire,
NN14 1UA
UK

Telephone: +44 (0) 1536 452640
Fax: +44 (0) 1865 313470
Email: trade.orders.uk@oup.com

If you want to order via post or fax, you can download hard copies of our order forms

Booksellers from other areas should order from their nearest Oxford University Press Branch or Agent: Worldwide Branches

Ordering assistance and further information

If you require any further assistance with ordering, or cannot find what you are looking for above, please contact our customer service team:

OUP Customer Services

Telephone: +44 (0) 1536 452640
Order requests: bookorders.uk@oup.com
Assistance/query requests: bookquery.uk@oup.com

Postal Address:
Oxford University Press
North Kettering Business Park,
Hipwell Road,
Kettering,
Northamptonshire,
NN14 1UA
United Kingdom

Customers in the UK can use our Freepost address:
Freepost RSKE-HHHE-KTJE
Oxford University Press
North Kettering Business Park
Hipwell Road
Kettering
Northants
NN14 1UA

What are my payment options?

Customers in most countries can order online using credit or debit cards.

Schools in Europe including the UK may order online without using credit cards, by registering on this site and using the Order on School Account button.

Find more about ordering on a school account

Which credit cards are accepted?

Currently we accept VISA and MasterCard, as well as Maestro debit cards.

Why am I asked for an extra password or PIN when paying?

Many banks are now introducing an extra level of security for online purchases called 3D-Secure. This aims to reduce the opportunity for fraud in online transactions. During the check-out process, you may be asked by your bank either to register or, if you already have registered, to provide a password or a second PIN. You will find this happening as you use other online stores. MasterCard call this 'MasterCard SecureCode' and VISA call it 'Verified by Visa'.

What happens when I place my order?

After you have completed your online purchase, you can print out your order summary or email confirmation if you wish to keep a paper receipt. You will also receive a VAT receipt with your order.

Physical product

When you place an order for a physical item, such as a book or CD-ROM, this will usually be despatched to your desired delivery destination within 7 days. Along with your item(s), you will receive a print confirmation of your order and what has been delivered. Please note that your delivery may arrive in more than one parcel.

If your order contains items that are not yet published or out of stock, these will be delivered to you as soon as they become available. We will only charge you for the item(s) when we despatch your order. You can choose to be informed by email when the title is available by clicking on the relevant link on the product page on our website.

Subscription product

When you have purchased a subscription product, you will receive two emails. One email will contain confirmation of the item(s) you have purchased. The second email will contain your login details to the subscription product. If you don’t receive any emails, please check your junk folder first. You will also receive confirmation of your order in the post.

If the order for the subscription item(s) has been pre-ordered, you will receive confirmation of your order immediately via email and post. You will then receive your login details via email once it has been published.

How much tax will I pay?

PHYSICAL GOODS

If you are purchasing from within the European Union (EU), VAT at the relevant rate will be applied.

For delivery in the UK, books and printed music are subject to VAT at 0%; CDs, cassettes and CD-ROMs attract VAT at the standard rate, currently 20%. These rates will also apply to the following EU territories: Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia and Slovenia.

For deliveries to Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Spain, Sweden, and The Netherlands, VAT at local rates will be charged.

The Balearic Islands, Monaco and the Isle of Man are classified as part of the EU for VAT purposes. The Canary Islands and the Channel Islands are classified as outside the EU for VAT purposes.

If you are in the EU outside the UK/Isle of Man and are registered for VAT, you will not be able to use our online ordering system. We will be happy to take your order and you should refer to How To Order for other methods of ordering. Please ensure you supply us with your VAT number.

OUP’s VAT registration numbers for each territory are shown below.

UK (VAT number: GB125506730)
Belgium (VAT number: BE453521619)
Denmark (VAT number: DK21832073)
Finland (VAT number: FI1540859-4)
France (VAT number: FR8435093467500017)
Germany (VAT number: DE112144487)
Greece (VAT number: EL998160526)
Ireland (VAT number: IE9507061A)
Italy (VAT number: IT11492960155)
Netherlands (VAT number: NL817695783B01)
Spain (VAT number: ESN0065351I)
Sweden (VAT number: SE 502052817901)

For territories outside the European Union, VAT will not be charged except for the following:

Canada – GST will be charged on books and printed music, GST/HST will be charged on CDs, cassettes and CD-ROMs.

United States – sales tax may be charged in certain states where OUP has nexus.

Please note that if the delivery destination of your order is outside of the European Community, your order may be subject to import duties and taxes which are applied when your order reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

PRODUCT DELIVERED ELECTRONICALLY OVER THE INTERNET

Throughout the European Union Value Added Tax (VAT) is applied to subscriptions for online resources at the prevailing local rate. The following territories are in the European Union:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands, United Kingdom and Isle of Man

If you are in the EU outside the UK/Isle of Man and are registered for VAT, you will not be able to use our online ordering system. We will be happy to take your order by any other means, and you should refer to our ordering information for other methods of ordering. Please ensure you supply us with your VAT number.

For territories outside the European Union, VAT will not be charged except for the following:

Canada – GST/HST will be charged.

South Africa – VAT will be charged.

United States – sales tax may be charged in certain states where OUP has nexus.

Japan ‐ Japanese Consumption Tax will apply to sales of electronic services

If you believe that you have been charged VAT in error, please contact our Customer Services Department.

When will my credit card be charged?

You card will be charged as we send your order out of our warehouse. This means that if you place an order for a product that is not currently in stock, we will wait until we have stock that we can send you before charging your card.

Please note that you cannot pay for subscription products using credit or debit cards. They can only be ordered on school account.

When an order is placed on-line, and the payment card number is typed in, the funds are automatically pre-authorised by your payment card provider, to enable us to process the order. If the back key is used on the browser to re-visit the order, this will result in a second authorisation request, as it looks like a new order is being placed. The reserved funds will continue to show for up to 72 hours, after which time your card provider will automatically release them back onto your payment card balance. It is only once an order is actually dispatched that the payment card is charged. If your order was not successful, there will be no transaction appearing on your payment card statement.

Can I cancel or change an order?

If the order has not been despatched you may cancel it by contacting our Customer Service department, and quoting your Order Number.
Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

After the order has been despatched, you may return it if you wish, by following these instructions.

Please note that you cannot cancel your order for subscription products.

What are your Terms and Conditions of Sale?

If you are not a trade customer, the terms and conditions of sale which apply to you are found here.

If you are a trade customer, the terms and conditions of sale which apply to you can be obtained by emailing trade.enquiries.uk@oup.com.

For some books different publishers control the rights to publish in different geographical territories. Occasionally, due to the nature of some contractual restrictions, we are unable to ship a specific product to a particular territory. If this is the case for your order we will inform you as soon as we receive your order. Your local bookshop will be able to advise you of the publisher from whom you can order your book.

For certain European countries your online order will be taken by our online ordering system in Sterling. Because of technical restrictions in current online ordering systems only one currency can be handled within a system. When your order is processed by our distribution centre we are able to invoice in multiple currencies, so your order will appear on your credit card in your local currency. The Sterling price will have been converted to your currency at the exchange rate in force at the time your order was processed.

How can I tell whether a product is in stock?

If the title you wish to order is not currently in stock at our warehouse, you will see a message above the Add to Basket button on the catalogue page for that title.

Can I order products that are not currently available?

Yes, you can.

If your order contains items that are not yet published or out of stock, these will be delivered to you as soon as they become available. We will only charge you for the item(s) when we despatch your order. You can choose to be informed by email when the title is available by clicking on the relevant link on the product page on our website.

If your order contains a subscription item that has not yet published, you will receive confirmation of your order immediately via email and post. You will then receive your login details via email once it has been published.

In some cases, we may need to order the title for you from another OUP branch, or the title may be one which we manufacture to order. In these cases, you will see a message on the catalogue page for that title informing you of the likely delivery time, and you should order in the normal way.

How do I use a promotion code?

If you have been given a promotion code, you will have a chance to enter the code during the checkout process, when we ask you for your payment information.

Why wasn't my discount applied?

There are a number of reasons why your discount may not have been applied. In the first instance, please check to ensure that your promotion code has not expired and that you are applying it to the correct product.

Please also note that generally, only one promotion code can be redeemed with any purchase. If you try to apply a second promotion code to the basket, you will be prompted to confirm whether or not you would like to override the current promotion.

I am a trade customer. Can I buy at trade discount?

We are unable to accept orders through the website from trade customers wishing to order on credit, and/or at trade discount. Please use your normal mechanism for placing orders, and you will receive your normal discount.

Information on trade orders and enquiries.

How do I request an Inspection Copy?

Most of our school books are available on inspection for 30 days to evaluate before purchase. After the 30 days, the inspection copy is then available to:

Purchase at list price; or
Return in good condition to the Inspection Copy Returns Department; or
Keep for FREE provided you purchase 15 or more copies and notify us of your adoption.

Ordering inspection copies online

If you are ordering on a school account you can order inspection copies through our website, you need to find the product by browsing our site and if the item is available on inspection, you will see a specific evaluate button when you come to add it to the shopping basket. You can also change firm orders to evaluation orders in your shopping basket by checking the evaluate box.

You can only order one copy of each book for inspection.

Please note: This inspection copy service is available only to teachers, not to private individuals. All teacher's materials must be paid for if retained. Inspection copy invoices must be addressed to your school/college. Books are sent carriage free but their return is at your school or college's expense. In addition, you cannot trial subscription products at present.

Ordering inspection copies via email , post, telephone

You can also order inspection copies by contacting our Customer Service Team, or through your local Educational Consultant.

How do I order a school evaluation pack?

Evaluation Packs have been specially compiled to give you enough materials to evaluate our educational programmes in your classroom for 30 days. After this period you can choose to:

purchase the pack, or
return the pack in mint condition.

Please note that at present, you cannot evaluate subscription products.

Approval Copies Some individual products are also available for you to trial free for 30 days, after which time you can either:

purchase the product, or
return the product in mint condition.

Products that are available on evaluation or approval are clearly marked in the online catalogue. Please contact customer service using one of the methods below for more details.

Telephone
Secondary: +44 (0) 1536 452620
Primary: +44 (0) 1536 452610

Email: schools.orders.uk@oup.com

Post
Oxford University Press,
Educational Supply Section,
North Kettering Business Park,
Hipwell Road,
Kettering,
Northamptonshire,
NN14 1UA
UK

Can I see sample pages?

Yes, you can now see sample pages of many of our titles, and we are adding more all the time. When you land on the product page of one of these titles you will see a link to the sample pages.

How do I request a visit from an Educational Consultant?

Oxford has a team of dedicated educational consultants who offer demonstrations of our major titles to UK schools. This is a free service offered without obligation and our representatives do not work on commission.

To arrange an appointment either contact your local consultant directly, or call Customer Services on (01536) 452610, for Primary or (01536) 452620, for Secondary.

If you are an international customer you can get details of your local consultant here.

How do I request a print catalogue?

Please fill out the online forms on the Order a catalogue page.

How can I sign up for email alerts?

You can sign up to our eNewsletters and follow us on Twitter, Facebook and YouTube by visiting the Keep updated page.

Explaining My Account

We will ask you to sign in or register in order to do certain things on our Educational and Children's Books website, such as making a purchase or ordering an inspection copy. Please note that you will need to register for a different account when using other Oxford University Press websites.

Once you have registered, My Account allows you to:

store your billing address and delivery address;
edit your email address and password;
review the orders you have placed with us since July 2013.

Usernames and passwords
Where you have been provided with a username and password, please ensure that you do not make available your username and/or password to anyone.
If there has been a disclosure of your username and/or password, kindly notify us promptly of such disclosure, so that we can take appropriate security measures and provide you with a new username and password.
Please note that we reserve the right to suspend or cancel your registration at our sole discretion without giving you any reasons.
You can cancel your registration at any time by contacting us.

What will OUP do with the information in My Account?

For what we do with your information, please see our privacy policy.

I've forgotten my password. What do I do?

Go to the Log in/Register page using the link towards the top of any page. Click on the Forgotten your password? link. Now enter your email address and click Continue. You will now be sent an email message containing your new password. Once you have logged in with the new password, you will be able to visit My Account and set your password to something more memorable.

How can I change my account details?

Go to the Log in/Register page using the link towards the top of the page. Enter your username and password to sign in. On the My Account page, select My Details. Make any changes you require, fill in your password, and click Save Changes. Note that you always need to resupply a password when editing these details.

What is your privacy policy?

OUP is committed to protecting your privacy online and our privacy policy can be found at http://global.oup.com/privacy.

How secure is your ordering process?

The ecommerce software we use is highly secure and has been adopted by many other major retailers for online purchases. Whenever we are handling credit card details or other personal information, we do so on a secure server (look out for the padlock icon appearing in your browser) so that your details are encrypted.

The OUP website credit card payment process complies with the Payment Card Industry Data Security Standard.

How long will my order take to arrive?

If the item is in stock it will be delivered within 5 days for destinations in the UK, 10-12 days in Europe, and 14 days in the rest of the world.

Please note that we cannot guarantee the stock availability of any order and some items may take longer than quoted. If we are not able to deliver the item within 30 days from the date of your order, we will make that clear to you in the order acknowledgement and provide you with an indicative delivery date.

Our delivery services may require a signature on receipt of the parcel. Our carriers may attempt delivery at any time between the hours of 8.00am and 5.00pm. We therefore advise you to provide a shipping address where you or a representative can sign for delivery.

For subscription products, if the product is published, you should receive an email containing your activation link and username within 24 hours. If you are already a subscriber to that subscription product or a subscription product on that platform, you should receive only an email confirming your order. If you haven’t received the email(s), please check your junk folder.

How much will I pay for delivery?

Individual customers

UK and Channel Islands delivery

Delivery Method	Delivery Time	Price per order
Under 3.5kg: Royal Mail 1st class post Over 3.5kg: DPD UK Parcel	5 Days	£3.00 or FREE on orders of £20 or over

European delivery options

For the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, and Switzerland.

Delivery Method	Delivery Time	Price per order
Under 3.5kg: Airmail Over 3.5kg: DPD Europe Parcel	10 Days	£6.00 (£5.00 for orders placed online)
Express Courier (not available for orders placed online)	Depends on delivery address	Quote on request

And for these countries: Albania, Andorra, Belarus, Bulgaria, Bosnia/Hercegovina, Croatia, Estonia, Greece, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Monaco, Moldova, Romania, Russian Federation, San Marino, Slovak Republic, Slovenia, Turkey, Ukraine, Vatican City, and Yugoslavia.

Delivery Method	Delivery Time	Price per order
Under 20kg: Airmail Over 20kg: Road freight	12 Days	£6.00 (£5.00 for orders placed online)
Express Courier (not available for orders placed online)	Depends on delivery address	Quote on request

Outside Europe: delivery options

Delivery Method	Delivery Time	Price per order
Airmail	14 Days	£9.00 (£7.00 for orders placed online)

Schools & Further Education Customers

Books are supplied at £3.85 postage and packing per order to UK schools and further education colleges within 7 days of receipt of order, subject to stock availability.

International Customers

Customers outside the UK should add 10% for postage and packing on orders up to £1,000. For orders in excess of this, please contact our Customer Service Team for carriage details.

Telephone
Primary: +44 (0)1536 452610
Secondary: +44 (0)1536 452620

Fax (General): +44 (0)1536 454519

Email: schools.orders.uk@oup.com

Post: Oxford University Press, Customer Service Team, North Kettering Business Park,
Hipwell Road,
Kettering,
Northamptonshire,
NN14 1UA

When will I receive my pre-ordered items?

This depends on the item's publication date, which is shown on the item's catalogue entry. Once an item has been published, we will normally despatch within 5 working days. For subscription products, you will receive the emails containing your activation link and username within 24 hours from publication. If you haven’t received the emails, please check your spam folder.

Do you deliver to my country?

The service is currently available for deliveries to the following countries, except where we have exclusive agreements in place:

Afghanistan, Albania, Alderney, Andorra, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Brazil, British Indian Ocean Territories, Brunei Darussalam, Bulgaria, Cambodia, Canada, Canary Islands, Cayman Islands, Channel Islands, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Cook Islands, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Estonia, Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guyana, Haiti, Heard Island and McDonald Islands, Holy See (Vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Islamic Republic of, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Kazakhstan, Kiribati, Korea, Republic of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, The Former Yugoslav Republic of, Malaysia, Maldives, Malta, Marshall Islands, Martinique, Mauritius, Mexico, Micronesia, Federated States of, Minor Outlying Islands, Moldova, Republic of, Monaco, Mongolia, Montserrat, Nauru, Nepal, Netherlands Antilles, Netherlands, New Caledonia, New Zealand, Nicaragua, Niue, Norfolk Island, North Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Romania, Russian Federation, Saint Kitts and Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, Sark, Saudi Arabia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Georgia and the South Sandwich Islands, Spain (excluding Canaries), Sri Lanka, Svalbard and Jan Mayen, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Province of China, Tajikistan, Thailand, Timor-Leste, Tokelau, Tonga, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Viet Nam, Virgin Islands (British), Virgin Islands (US), Wallis and Futuna, Yemen.

Do you deliver to BFPO addresses?

Yes we do. Follow instructions on the registration page which will explain the details required to ensure correct delivery.

What if my order hasn't arrived?

If the item is in stock it will be delivered within 5 days for destinations in the UK, 10-12 days in Europe, and 14 days in the rest of the world. If after this time you have still not received your order, please contact our Customer Service Department quoting your Order Number:

Email
Primary: primary.enquiries@oup.com
Secondary: schools.enquiries.uk@oup.com
All other customers: onlinequeries.uk@oup.com

Telephone
Primary: +44 (0)1536 452610
Secondary: + 44 (0)1536 452620
All other customers: + 44 (0)1536 452657

There's a problem with a delivery I've received

Please contact our Customer Service Department quoting your Order Number:

Email
Primary: primary.enquiries@oup.com
Secondary: schools.enquiries.uk@oup.com
All other customers: onlinequeries.uk@oup.com

Telephone
Primary: +44 (0)1536 452610
Secondary: + 44 (0)1536 452620
All other customers: + 44 (0)1536 452657

You sent me a damaged or defective item

If the item is either faulty or damaged please contact our Returns team, quoting your Order Number, and they will arrange for a replacement or refund:
Email: returns.uk@oup.com
Telephone: +44 (0)1536 452779

I haven't received everything I ordered

Please note that if you ordered more than one item, your order may be despatched in more than one package; therefore you may not receive your whole order on the same day. You will receive an email notification when those items have been despatched. If the contents of the package delivered does not match the accompanying advice note please contact our Customer Service Department, quoting your Order Number:

Email
Primary: primary.enquiries@oup.com
Secondary: schools.enquiries.uk@oup.com
All other customers: onlinequeries.uk@oup.com

Telephone
Primary: +44 (0)1536 452610
Secondary: + 44 (0)1536 452620
All other customers: + 44 (0)1536 452657

You sent me the wrong items

If items have been supplied in error please contact our Customer Service Department, quoting your Order Number:

Email
Primary: primary.enquiries@oup.com
Secondary: schools.enquiries.uk@oup.com
All other customers: onlinequeries.uk@oup.com

Telephone
Primary: +44 (0)1536 452610
Secondary: + 44 (0)1536 452620
All other customers: + 44 (0)1536 452657

What is your returns policy?

‘NO-QUIBBLE’ GUARANTEE
We operate a 'no-quibble' guarantee, which means that if for any reason you are unhappy with your purchase, simply return it to us in its original condition within 30 days from date of invoice. We will issue a full refund for the price you paid for the item (excluding import duties, taxes and/or delivery charges from you to us). Please note that this right to cancel does not apply to our digital subscriptions or digital content products or software which is not supplied on a tangible medium (e.g. a CD or DVD).

CANCELLING UNDER THE CONSUMER CONTRACTS REGULATIONS 2013
Your rights
This section applies only if you are a consumer located in the European Union (i.e. you are not an organisation or an individual acting wholly or mainly within your trade, business craft or profession). If you are a consumer, you have a legal right to cancel contracts entered into with us at a distance (e.g. internet, phone or email) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations") implementing the Consumer Rights Directive 2011/83/EU. Subject to the exceptions set out below, this means that within a certain period, if you change your mind or for any other reason, you decide you want a refund, you can notify us of your decision and receive a refund.

Your legal right to cancel
Subject to the exceptions set out below, if you ordered goods (e.g. a physical book) as opposed to services or digital content, you can cancel your order within 14 days from the day on which you or a third party designated by you receives the goods purchased (or the last good if the order relates to multiple goods delivered separately). You are obliged to ensure that the goods you purchased are kept in good condition while they are in your possession or control and you are responsible for any damage to the goods before they are returned to us.
Subject to the exceptions below, if you ordered digital content not supplied in a tangible medium (e.g. not supplied on CD or DVD) or services, you can cancel your order within 14 days from the day of conclusion of the contract (“Cancellation Period”), unless you have expressly consented to the digital content or expressly requested for the services to be supplied to you before the end of the Cancellation Period, and you acknowledged that you would lose your cancellation rights.
Please note that by placing your order with OUP, you are hereby requesting OUP to perform the services and/or expressly consenting to OUP supplying the digital content (as the case may be) from the time of your order and in doing so, you acknowledge that you will lose your cancellation rights.
If you exercise your cancellation rights, you must inform OUP of your decision to cancel your order. You may inform OUP by using the form available here or by emailing cancellation@oup.com

Exceptions
Please note that the cancellation rights above do not apply in the case of:
•   any products made to your specification or clearly personalised;
•   newspapers, periodicals or magazines;
•   software, CD-ROMS, DVDs or CDs which have a security seal which you have opened or unsealed;
•   a service if OUP has fully performed the service and you expressly requested for such service to be performed before the end of the 14 day cancellation period, and you acknowledged that you would lose your cancellation rights; and
•   supplies of digital content (including online subscriptions, apps, digital software, e-books and MP3) which is not supplied on a tangible medium (e.g. not supplied on CD or DVD) if you expressly consented to the digital content to be supplied to you before the end of the 14 day cancellation period, and you acknowledged that you would lose your cancellation rights once delivery had started.

Effects of cancellation
In the case of goods, we will issue a full refund for the price you paid for the item together with OUP’s standard cost of delivery to you or the price you paid for delivery for the item to you whichever is lower (excluding import duties, taxes and/or delivery charges from you to us) no later than 14 days from the day on which we received the your communication informing us that you wish to cancel. If you cancel part of an order for goods, we will refund the cost of delivery to you on a pro-rated basis. Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods back from you or you have supplied evidence of having sent the goods back, whichever is the earliest. You will have to bear the cost of returning the goods to us.
In the case of services, if you exercise your cancellation rights during the Cancellation Period, we will issue a refund to you on a pro-rated basis.

How do I return an item?

Please note, subscription products cannot be returned.

To return an item, please use our returns form. Please pack the item securely, enclosing the completed form and attaching the address label supplied on the returns form. For your own protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. For further advice contact our Returns Department:
Email: returns.uk@oup.com
Telephone: +44 (0)1536 452779

For customers outside the UK: Please contact our Returns Department to obtain authorisation from relevant International Sales Manager. Returns are made at customers’ cost:
Email: returns.uk@oup.com
Telephone: +44 (0)1536 452779

When do I get my refund once I've returned an item?

Your credit card will normally be refunded within 5 days of your return being received in our warehouse.

Please note, you cannot get a refund for subscription products.

Whom should I contact?

To view a complete listing of contacts, broken down by department, have a look at our Contact us page.

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