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Returns & refunds

Returns & refunds

Missing order

If the product 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 Team 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

Online

Use this online form to communicate your missing order query.

Problem with order

Please contact our Customer Service Team 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

Incomplete order

Please note that if you ordered more than one product, 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 products have been despatched. If the contents of the package delivered does not match the accompanying advice note please contact our Customer Service Team, 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

Online

Use this online form to communicate your incomplete order query.

Damaged or faulty product(s)

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

Wrong product(s) received

If products have been supplied in error please contact our Customer Service Team, 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

Returning a product

Please note, subscription products cannot be returned.

UK customers - To return goods over £1,000 or more than 28 days from invoicing, please contact our Customer Service team on: +44 (0)1536 4512620 (Secondary schools), +44 (0)1536 452610 (Primary schools).

UK customers - all other returns: Please use our returns label (maximum weight limit of 5kg) and returns form (ensure to enclose the form with the goods you are returning). Please pack the product securely, enclosing the completed form and attaching the address label supplied on the returns form; please make sure you complete the invoice number details on the address label. 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

Online
Use our online form to communicate your query regarding returning an order.

For customers outside the UK: Please contact our Returns Department to obtain authorisation from the relevant International Sales Manager. Returns are made at the customers' cost.
Email: returns.uk@oup.com

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.

Refund policy

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.