We've put together a list of the most commonly asked questions about shopping and deliveries. We hope you find them useful but please contact us if your question isn't covered here or you'd like more information.
Q. Where do you deliver?
A. We deliver worldwide. Anywhere there is a postal or delivery service in fact. It may save you time and money if there is an agent or distributor in your country so please take a look at the list of international distributors for further information.
Q. How much does delivery cost?
A. Delivery charges depend on the size and weight of the order plus the distance from either Head Office or the nearest distributor and will be calculated at checkout so you know exactly how much you will have to pay.
Q. How long will delivery take?
A. In the UK, we aim to have all orders dispatched by the next working day and to have arrived within 2-3 working days. For international deliveries please allow 10 working days.
Q. Do you always meet your delivery timescales?
A. We try but for reasons beyond our control, we don't always manage it. If you are having problems and if your order doesn't arrive quickly enough, please contact us and we'll trace it for you.
Q. What happens if my order comes over two deliveries - will I have to to pay twice?
A. No. The cost of delivery will be calculated at checkout and the price you are quoted is the price you will pay.
Q. What happens if I’m out when you make a delivery?
A. The delivery agent will leave a card with details. You can either arrange for redelivery or for pick-up at a local depot.
Q. Can I have free postage on my order?
A. We sometimes offer free postage as part of an offer or promotion so please keep coming back to the site to check or sign-up to the newletter for the latest offers, promotions and Letterland news.
Q. What’s your returns policy?
A. We offer no-quibble returns and will refund your money in full if the item you have ordered is not suitable. Simply return it to us in the original packaging and with all seals intact and we'll refund your money in-full and with no questions asked.
Q. How long do I have to return an item to you?
A. You have 30 days from the date of your order but we ask that you let us know if something isn't suitable.
Q. Where should I send my returns?
A. If you ordered the item from an international distributor or retailer please return the item to them and not the Head Office. if you ordered the item from the website or from Head Office and please return the items to the Head Office, UK address.
Q. Do I have to pay for postage if I want to exchange an item?
A. Unless we are running an an offer providing free returns (we do these promotions every now and then) you will have to pay for return postage yourself.
Q. What if I want to exchange my item for something cheaper or more expensive?
A. We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one.
Q. How long do I have to exchange items?
A. You have 30 days from when you placed the order.
Q. How can I make an order?
A. Simply choose the items and quantities you want and then proceed to the checkout. Once you've done this, you will be prompted to complete credit card and delivery address details. If you'd like to pay by cheque or on account
Q. Will the item be exactly the same as shown on the website?
A. We try to give as good a description as possible and to show all colours and images as well as we possibly can. Please also take a look at the extent and size details for further information about your choice of title. Of course, if you are not happy with anything you order from the site, we offer a 30-day no-quibble guarantee.
Q. How do I choose something suitable for my child/class?
A. You are the person who is best placed to decide what's right for your child. We have indicated age ranges and skills sets where appropriate and of course will give any advice we can to help you make the right decisions. Please contact us if you need any further assistance deciding what to buy for your child or class.
Q. When am I charged for my order?
A. Your credit or debit card will not be charged until the order has been despatched from the warehouse, office or agent.
Q. I forgot to include something in my order placed earlier today. Can I add to it?
Q. When are your prices valid until?
A. All prices are valid until the start of 2010 when the new Letterland catalogue is published.
© Letterland International, 2011. Registered in England no. 1540779. Registered office: 8/10 South Street, Epsom, Surrey, KT18 7PF. VAT Number 424813757.