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Terms and Conditions

Legal Information
Terms and Conditions

The terms and conditions governing the use of this website are detailed below and should be read carefully. We may vary these terms or conditions from time to time. Please note that your use of this website, or purchase made through it, means that you accept these terms and conditions in their entirety.


Any contracts or agreements formed between you and us by means of this website shall be governed and interpreted according to English law and any disputes or proceedings are subject to the exclusive jurisdiction of the English courts.

Copyright and Trademark

This website is owned and managed by Letterland International Ltd. The copyright in all content provided on it including graphics, code, text, software files, audio files and design is owned by us except where otherwise indicated.

Letterland marks, logo, and the various Letterland domain names are the property of Letterland International Ltd. You agree not to copy, reproduce, upload, post, display or use in any way the Letterland marks and/or logo without the prior written permission of Letterland International Ltd.

Use of the Website

You are granted a limited personal licence to use the materials on this website for personal non-commercial or educational purposes only relating to Letterland. Save as expressly stated, you may not modify, copy, reproduce, re-publish, upload, post, transmit or distribute in any way any of the Letterland materials. Any use of the website or other property of Letterland not expressly permitted in this Copyright Notice is strictly prohibited and will constitute an infringement of the copyright and other intellectual property rights of Letterland. You agree not to delete, change or modify in any way this Copyright Notice on this Website.

Company Registration

Letterland International Ltd is a company registered in England with company registration number 1540779 and VAT registration number 424813757.The registered office is at: 8/10 South Street, Epsom, Surrey, KT18 7PF.

Complaints and Permissions

You can contact the Letterland Customer Services Team at the Head Office address.

Privacy Notice
1. Introduction

This privacy notice (Privacy Notice) sets out the ways in which we, Letterland International (we, us, our), collect and use your personal data (your personal information) in connection with our publishing business. It also explains what rights you have, to access or change your personal data.

We are a company registered in England under company number 1540779, with our registered address; 8/10 South Street, Epsom, Surrey.

2. Contact information

You can contact us as follows:

Data Controller

Letterland International,

Riverbridge House, Guildford Road


KT22 9AD, UK

[email protected]

3. Information we may collect of you

Information you provide to us

We will collect any information that you provide to us when you:

  • make an enquiry or submit feedback over the phone or on our website;
  • subscribe to our mailing lists;
  • register your purchased software;
  • create an account on our web-based software;
  • create an account on our web-based subscription service;
  • apply to a job vacancy;
  • order books or other products from our website;
  • enter a competition

The information you provide to us might include your name, address, email address, phone number. If you are ordering books you will also provide your payment details. If you are submitting a job application you may also provide additional information about your academic and work history, references and any other such similar information.

Information we collect about you

We will collect any information contained in any correspondence between us. For example, if you contact us using the form on our website, by email or by telephone, we will keep a record of that correspondence.

We will also collect certain information about how you use our website and the device that you use to access our website. This might include your IP address, geographical location, device information (such as your hardware model, mobile network information, unique device identifiers), browser type, referral source, length of visit to the website, number of page views, the search queries you make on the website and similar information.

If you use our web-based software subscription service then we collect the data provided to us in order to manage your account and for your access and use of the service. The data used to run child accounts on this software is minimal, we do not require any personal children's data to be supplied to run the service. We may, however, collect the first name of the child and/or photo if you, the parent/school wishes to use this information to manage accounts.

We also collect learning progress associated with accounts, this may contain areas that a child found difficult and how they are progressing through the program.

This information may be collected by a third-party website analytics service provider on our behalf and/or may be collected using cookies. For more information on cookies please read paragraph 6 below.

Information we receive from third parties

In certain circumstances, we will receive information about you from third parties. For example, if you are a job applicant we may contact your referees to provide information about you;

4. How we use information about you and recipients of your information

We will use your information for the purposes listed below either based on:

  • performance of your contract with us and the provision of our services to you;
  • your consent (where we request it); or
  • our legitimate interests (see below).

Where we refer to using your information based on our "legitimate interests", we mean our legitimate business interests in conducting and managing our business and our relationship with you, including the legitimate interest we have in:

  • personalising, enhancing, modifying or otherwise improving the services and/or communications that we provide to you;
  • detecting and preventing fraud and operating a safe and lawful business;
  • improving security and optimisation of our network, sites and services;

Where we use your information for our legitimate interests, we make sure that we consider any potential impact that such use may have on you. Our legitimate interests don't automatically override yours and we won't use your information if we believe your interests should override ours unless we have other grounds to do so (such as your consent or a legal obligation). If you have any concerns about our processing, please refer to details of "Your Rights" in paragraph 9 below.

We may use your information for the following purposes:

  • to provide you with access to our website in a manner convenient and optimal and with personalised content relevant to you including sharing your information with our website hosts and developers (based on our legitimate interest to ensure our website is presented in an effective and optimal manner);
  • to administer orders made from our website and sharing your information with our warehousing and delivery service providers (based on performing our contract with you);
  • to keep in contact with you about our news, events, new website features or services or new books that we believe may interest you, if we have the requisite permission to do so, and sharing your information with our marketing services provider (either based on your consent where we have requested it, or our legitimate interests to provide you with marketing communications where we may lawfully do so);
  • to provide customer service and support (based on our contract with you), deal with enquiries or complaints about the website and share your information with our website developer, IT support provider, warehouse and delivery service provider, payment services provider as necessary to provide customer support (on the basis of our legitimate interest in providing the correct products and services to our website users);
  • to use feedback or opinions as testimonials for our products/company, based on your express consent that these comments can be stored and attributed to your name
  • to conduct pilot research/feedback, based on your consent to participate, we store feedback and opinions with contact information in order to improve our products and service.to carry out aggregated and anonymised research about general engagement with our website (based on our legitimate interest in providing the right kinds of products and services to our website users);
  • to protect, investigate, and deter against fraudulent, unauthorised, or illegal activity, including without limitation plagiarism and identity fraud (based on our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so);
  • to enable us to comply with our policies and procedures and enforce our legal rights, or to protect the rights, property or safety of our employees and share your information with our technical and legal advisors (based on our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so);
  • to process any job applications you submit to us;
  • to support and run our web-based software, and provide you with the service you have purchased from us.
5. Who we might share your information with

In connection with the purposes and on the lawful grounds described above and in addition to the recipients of your information as described above, we may share your personal information with third parties that we work with such as:

  • third parties we work with to deliver our business, including;
  • data supplied to the USA and India to host and provide support for our software registration website (ssreg.letterland.com)data supplied to the USA, providing our databases and email encryption.
  • data supplied to the USA, providing cloud storage and file access.
  • data access supplied to a third party in the UK to provide IT support.
  • data supplied to a third party in the UK run and support accounts on our web-based software.
  • data collected in the USA to provide us with website analysis.
  • data supplied to our UK distributor, in order to fulfil orders placed through our online shop, or via email.
  • data supplied to our US distributor, in order to fulfil orders placed through our online shop or via email for customers in North America only.
  • any prospective seller or buyer of such business or assets, only in the event that we decide to sell or buy any business or assets; and
  • any other third parties (including legal or other advisors, regulatory authorities, courts and government agencies) where necessary to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law.

We require third parties to maintain appropriate security to protect your information from unauthorised access or processing.

6. Cookies

We track user traffic and usage patterns throughout this site, but this information is not correlated with data about individual users except where you have registered for a specific purpose.

You can accept or decline cookies by modifying the settings in your browser. However, you may not be able to use all the interactive features of our site if cookies are disabled.

We use two types of cookie on this website:

  • Session cookies
    • Session cookies are temporary cookies that remain in the cookie file of your browser until you leave the website. We use them to track the number of visits to the website and to compile anonymous statistics to help us improve it.
  • Persistent cookies
    • Persistent cookies remain in the cookie file of your browser for much longer than session cookies (though how long will depend on the lifetime of the specific cookie). We use them to help us to authenticate you as a registered user, giving you access to your user profile. This type of cookie will be used when you log in for example. Secondly, we use them to collect statistics about how our registered users use the website. For example, statistics on how many registered users have logged in to the website, the percentage of them who return within a month and so on. This information is used to ensure that the website is meeting the needs and interests of visitors.
7. How we look after your information and how long we keep it for

We operate a policy of "privacy by design" by looking for opportunities to minimise the amount of personal information we hold about you. We use appropriate technological and operational security measures to protect your information against any unauthorised access or unlawful use, such as:

  • ensuring the physical security of our offices, and other sites;
  • ensuring the physical and digital security of our equipment and devices by using appropriate password protection and system back-ups;
  • maintaining a data protection policy for, and delivering data protection training to, our employees;
  • limiting access to your personal information to those in our company who need to use it during their work.

We will retain your information for as long as is necessary to provide you with the services that you have requested from us or for as long as we reasonably require to retain the information for our lawful business purposes, such as for the purposes of exercising our legal rights or where we are permitted to do so for purposes of academic, literary expression and research purposes. We operate a data retention policy and look to find ways to reduce the amount of information we hold about you and the length of time that we need to keep it. For example:

  • we archive our email and paper correspondence regularly;
  • we retain information relating orders, refunds and customer queries;
  • we maintain a suppression list of email addresses of individuals who no longer wish to be contacted by us. So that we can comply with their wishes we must store this information permanently.
8. International transfers of your information

Our company is located in the UK.

Your information will be processed outside of the European Economic Area (EEA) in the circumstances listed below and we will take all steps necessary to ensure that any of your information is adequately protected and processed in accordance with this Privacy Notice, including but not limited to using all appropriate cross-border transfer solutions such as the European Commission's Standard Contractual Clauses or the EU-US Privacy Shield Framework:

  • we supply your name and email address to a marketing campaign service provider in the USA via the EU-US Privacy Shield Framework when we are permitted to send you marketing emails;
  • your name, contact information, address and payment details are supplied to our online shop provider in the USA via the EU-US Privacy Shield Framework when you use our website to order books or other products;
  • we supply your name and contact details to our software developer in India, when we address a technical support issue we don't have the means to resolve ourselves;
  • Your name, email address and password information entered into our software registration site is hosted and encrypted in the US,
  • Any information used in form entries on our website, is supplied to a third party in the USA for collation and storage.
9. Your rights to the information we hold about you

You have certain rights in respect of the information that we hold about you, including:

  • the right to ask us not to process your personal data for marketing purposes;
  • the right to request access to the information that we hold about you; and
  • in certain circumstances, the right to ask us to stop processing information about you.

You may exercise your rights above by contacting us using the contact details in this Privacy Notice, or in the case of preventing processing for marketing activities also by updating your marketing preferences at any time.

Please note that we may need to retain certain information for our own record-keeping and research purposes. We may also need to send you service-related communications relating to your account even when you have requested not to receive marketing communications.

Note that if you make a request to access information that we hold about you in accordance with your right to do so listed above, we have the right to charge you a fee of £10 to assist us with the administration of your request.

From 25 May 2018, in accordance with new data protection laws which will be in force from that date, you will have certain additional rights in respect of the information that we hold about you, including:

  • the right to lodge a complaint about us to the UK Information Commissioner's Office (https://ico.org.uk/) or the relevant authority in your country of work or residence;
  • the right to withdraw your consent for our use of your information in reliance of your consent (refer to paragraph 4 to see when we are relying on your consent), which you can do by contacting us using any of the details at the top of this Privacy Notice;
  • the right to object to our using your information based on our legitimate interests (refer to paragraph 4 above to see when we are relying on our legitimate interests);
  • the right to receive a copy of any information we hold about you in connection with the performance of our contract with you or based on your consent in a structured, commonly-used, machine readable format; and
  • the right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.

You may contact us with the details at the top of this Privacy Notice if you wish to action any of these additional rights and we will comply with your requests unless we have a lawful reason not to do so.

10. Changes to this privacy notice

We may make changes to this Privacy Notice from time to time. We will post any changes to our site or notify you of any material changes by e-mail

This Privacy Notice was updated on 22nd May 2020

Shop Terms
Terms and Conditions

Your obligations

When you place an order on this website you are entering into a transaction with Letterland International Ltd. We will store your order, obtain authorisation from your bank for payment, and use the information you supply to fulfil the order either directly or through our authorised agents.

Email Confirmation

When you place an order with us, we will send you a confirmation email. We, or our agents will confirm acceptance of your offer to buy from us when payment is received and the order is despatched. When your order is sent we, or our agents, will also send you a despatch note by email.

Payment Problems?

If there is a problem with collecting payment from your credit /debit card after we have confirmed receipt of your order, we may be unable to process it. If you are sure you are using a valid card, please try again with the same card , or order again online, using a different credit/debit card.

Alternatively, please contact us and we may be able to offer an alternative means of payment.

Statutory Rights

Your statutory rights are not affected by any of the above. We reserve the right to refuse to supply any order. The Laws of England shall apply to this Agreement and its interpretation shall be subject to the exclusive jurisdiction of the Courts of England, irrespective of the place of delivery.

Security and Privacy

For credit card payments, Letterland uses Sage Pay - the secure online payment gateway for credit card processing. Sage Pay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI), and adheres to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process.

All credit card information is encrypted using 128-bit SSL certificates. No credit card information is ever passed unencrypted and any messages sent between servers are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that no credit card information can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Your credit card information is not stored by Letterland once the transaction is complete.

Any customer information held on our computers complies with the rules and laws governing data protection. Information is collected either via email or phone or online and is collected lawfully and in accordance with the Data Protection Act 1998.

Information that is collected from you during the ordering process is used only to produce mailing labels in our order despatch process, track order history and speed order placement.

If you have any questions or need further information, please don't hesitate to contact the Customer Service Team at Head Office.

Returns and Refunds

We hope that you're happy with your books and that they are suitable for your class or child. In the unlikely event that they are not, please don't hesitate to contact us at the Head Office to arrange for replacement or return. If replacement items are sent, there will be a delivery charge to your delivery address. You are also responsible for all postal charges unless there has been a mistake with your order or the goods are faulty in any way.

Please note that if you are a buyer within the European Economic Area you may cancel your order on condition that:

  • you notify us in writing within 7 working days of receipt of the goods; and
  • you return the goods, at your risk and expense, unused and as new with their original packaging and labels, to reach Head Office within 10 working days of you receiving them.

When we receive them, in saleable condition, we will refund the price you paid less the original shipping and delivery costs.

Please note that we do not accept return of DVDs or software unless they are unopened and the original seal is intact or they were demonstrably defective on despatch.

If you need any help, or would like to arrange a return or refund, get in touch.


Currency and Prices

All prices are in Pounds Sterling. Any orders placed with Letterland will be converted from Pounds Sterling into your currency by your credit card company when they process the online transaction. Please remember that currency rates change all the time and even the online currency conversion rate displayed here may differ to the rate when your transaction is processed by your credit card company. Delivery charges are additional and are calculated as part of the online shopping process.

Duties and Taxes

For non-UK deliveries, any import duties or taxes payable are your sole responsibility.


We accept valid Visa, MasterCard, Solo and Switch Credit and Debit cards.

If you have any problems or queries, please don't hesitate to contact us.


Delivery Charges

Charges are automatically calculated according to the total weight of your consignment. The rates are based on the tariffs of Royal Mail (UK) and Parcel Force (International) delivery services. Accordingly, we reserve the right to change the cost of delivery without prior warning.

Delivery Times

We aim to dispatch orders no longer than 48 hours after a successful receipt of payment. Time for delivery will vary on the size and weight of your order. For UK deliveries please allow 10 working days for delivery before making enquiries. For international deliveries please allow 21 working days. If you have not received your consignment with these time periods, please email customer services quoting your order reference number. You may also contact them by telephone on +44 (0)1476 541080

Software Terms
Single User Software Licence Terms

These licence terms constitute an agreement between Letterland International Ltd (the "Owner") and you. If you accept the terms of this Software Licence then you may use the software that you are in the process of installing (the "Software") only on a single computer. By accepting the terms or using the Software, you agree to be bound by the terms of this Software Licence. If you do not accept the terms you must not use the Software and must return it, together with any related materials, without copying any of them, to the supplier from whom you bought them. The supplier will refund the price you paid to the supplier provided the supplier is satisfied that you have not copied the Software.

The Software is sold on the condition that it will not be hired or used by software clubs or be made available as part of a lending library system.

Terms governing the use of the software

All material in the Software and in any related user manual (the "Manual") and all copyright and intellectual property rights in them are the sole and exclusive property of the Owner, and must not be used, displayed, modified, adapted, distributed, transmitted, copied, transferred, rented, printed off or published or otherwise reproduced in any form by any means other than strictly in accordance with the terms of this Software Licence:

The Licensed Material

These terms govern the Software, the Manual and the following material contained in them:

  • all data in the Software including, without limitation, text, photographs, illustrations, videos and animations, (the "Data");
  • all code and routines in the Software (the "Routines");
  • all updates, if any, to the Routines or Data issued by the Owner and taken by you from time to time (the "Updates");
  • any physical media on which the Software is physically embodied (the "Media").The Software, together with its Data, Routines, Updates, Manual and any Media are hereinafter together referred to as the "Proprietary Material"

The Licence Granted

The Owner grants to you a non-exclusive non-transferable licence (the "Licence") to use the Data, Routines and Updates on a single computer. The Software is not designed for use on a network. If you wish to try and run the Software on a network you may do so at your own risk provided that before doing so you contact the Licensor and buy an appropriate licence. A multi-user licence is not the same as network licence.


The Licence will terminate without notice if you breach any of the terms of this Licence, following which you will not be entitled to use the Proprietary Material and must delete it from your computer.

Use of the Proprietary Material

  • Without prejudice to any statutory rights so to do, you must not reverse engineer or alter any of the Proprietary Material.
  • You may copy the Proprietary Material to the hard disc of your computer and may retain a single back-up copy for use only for back-up purposes.  Such a copy will be covered by the terms of this Licence.  Copies for any other purposes may not be made.
  • All copyright and other intellectual property rights in the Proprietary Material are and will remain the property of the Owner.
  • Recognising the damage to the Owner's business which would flow from unauthorised use of the Proprietary Material, you will, both during the continuance of this Licence and after its termination, keep the Proprietary Material secure together and you will keep all licence keys and passwords issued to you by the Owner strictly confidential and not share them with any third party or use them for any purpose other than the legal use of the Software in accordance with these Licence terms.


  • The Owner warrants that any Media on which the Software is supplied will be free from defects in materials and workmanship under normal use and will conform to the published specification for 90 days from the date you receive it.
  • The above warranty is in lieu of all other warranties express or implied and representations and in particular but without limitation to the foregoing:
    1. the Owner gives no warranties and makes no representations that the Proprietary Material will be suitable for any particular purpose or for any use under any specific conditions, notwithstanding that such purpose or conditions may be known either to the Owner or to the supplier from whom you acquired the Software;
    2. the Owner accepts no responsibility for any mathematical or technical limitations of the Proprietary Material;
    3. the Owner does not warrant that the Proprietary Material will be uninterrupted or free from errors;
    4. the Owner does not warrant that the Proprietary Material will be suitable for networking via a Server.

Limitation of liability

The entire liability of the Owner and their suppliers and your exclusive remedy shall, at the Owner's option, be:

  • return of the price paid for the Software;
  • replacement of any Media that the Software is supplied on if it does not meet the warranty. In no circumstances will the Owner or their suppliers be liable for any damages whatsoever (including, without limitation, damages for loss of data, loss of business, goodwill or any consequential losses of any nature) arising out of the use or inability to use the Proprietary Material.


These terms will be governed by English law and the English Courts shall have exclusive jurisdiction.

Competition Terms
  1. By entering any competition, entrants confirm that they have read and are bound by these terms and conditions and all rules and guidelines applicable to the use of the social media platform/s they have entered on, including those found here; http://www.facebook.com/terms.php, https://help.instagram.com/581066165581870, https://twitter.com/en/tos
  2. The Promoter is 'Letterland International'.
  3. Competitions are open to all entrants aged 18 or over, unless otherwise stated on the competition post. No purchase is necessary to enter this competition however internet access is required.
  4. One entry allowed per person per platform unless otherwise stated on the competition instructions.  Entries submitted on behalf of another person will not be accepted.
  5. The competition is open until 23.59pm (UK time) on the date specified in the competition post. Any entries received after the stated window, are invalid and will not be counted.
  6. The prize is non-refundable, non-transferable and non-exchangeable and there is no cash alternative offered.
  7. The Promoter reserves the right to offer an alternative prize of equal or greater value.  In the event of unforeseen circumstances or circumstances outside its reasonable control, the Promoter reserves the right to modify or discontinue, temporarily or permanently, this competition without prior notice.
  8. The winner will be selected from all valid entries received during the promotional period by using a computer process that produces verifiably random results.
  9. The winner will be notified within 1 week by a comment on their entry post or a direct message requesting that they share their name and address and contact phone number via private message or email. If a winner fails to respond within five working days of this notification, we reserve the right to redraw from the remaining valid entries to select a new winner.  If any winner declines a prize or fails to respond within the required period, they forfeit any right to the prize.
  10. The Promoter reserves the right to use and feature the names/social media handles of the winners for publicity purposes.
  11. The Promoter does not accept responsibility for network, computer or software failures of any kind and has no responsibility for lost, delayed or misdirected entries.
  12. The Promoter reserves the right to discount any inappropriate or offensive entries and to disqualify any entries if the Promoter, at its sole discretion, believes that there has been an attempt to manipulate or tamper with the operation of the competition (including, without limitation, by setting up multiple Instagram, Facebook or other social media accounts in order to submit multiple entries).
  13. Except for the purpose of carrying out the competition, contacting winners and sending out prizes the Promoter will not use entrants' personal data without the express consent of the entrant. See our full privacy policy.
  14. Competitions are in no way sponsored, endorsed or administered by, or associated with, Instagram, Facebook or Twitter.
  15. You agree to be bound by the decisions of the Promoter, which are final in all matters relating to the promotion. No correspondence will be entered into in respect of the Promoter's decisions. These terms and conditions shall be governed by and construed exclusively in accordance with the laws of England and the parties agree to submit to the exclusive jurisdiction of the Courts of England, including the seeking of all injunctive or ancillary relief actions.