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WEBookshop Help Pages
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It is important to us that you feel totally comfortable
with making a purchase from us, be that over the Internet
or over the phone. For this reason we've provided some
answers to frequently asked questions, please use the
links to the right.
If we haven't answered all your queries please email
us at webookshop-enquiries@wrcplc.co.uk
or telephone our sales team on +44 (0)1793 865069/865012
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| Frequently
Asked Questions |
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| How
do I find what I'm looking for? |
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The WEBookshop is equipped with a search facility
which is available on every page, and enables you to
search by keyword or item code either in all or a specific
departments within the website.
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| How
do I order and pay? |
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The WEBookshop provides two payment methods when placing
your order via our website to best suit your preferences:
- a secure on-line payment facility, which provides
128 bit encryption through WorldPay (one of the world's
leading eCommerce solutions companies. www.worldpay.com).
This facility allows you to pay for your orders
with a credit card in a secure environment over
the Internet. Please note that some providers of
corporate purchasing cards do not allow on-line
payments and your payment may not be authorised.
However, we are happy to accept them for off-line
orders. If you wish to use a corporate purchasing
card we recommend that you select the 'Pay Off-line'
button when you check out.
- off-line payment enables you to order online but
provide your payment details over the phone, or we will send you a proforma invoice. Having
selected the off-line payment method you will be contacted
by a member of the WEBookshop sales staff within the
next 24 hours (weekdays only) for payment.
Alternatively, we can accept orders over the phone.
Please call +44 (0)1793 865069/865012 to speak to one of our
sales team.
All orders must be prepaid except for orders of over
£250 which can be paid by invoice, subject to
credit status (please call the Sales team on +44 (0)1793
865069/865012 for further information).
If you are ordering from outside the UK we can accept
payment by bank transfer, our details are available
on request. However, the payee must pay its own and
our bank charges on transfer of funds. Please note that
in some cases these charges may exceed the value of
the goods purchased.
If we do not receive payment with an order, a proforma
invoice requesting payment will be sent out before the
goods are dispatched.
If you require your order urgently, we can arrange
for it to be couriered to you. Please note that there
will be an additional charge for this service; information
is available upon request. Please see
below for more information on delivery charges.
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| How
do I cancel an order? |
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You can cancel an order only if it has not yet been
dispatched. Otherwise, we ask you to wait for the item
to arrive with you which you can then return (please
see below for details on how to return
an item).
You will be notified by email once your goods are dispatched.
You can also view the status of your orders at any time
through the Order Status
page.
If you would like to cancel an order you can either:
- Contact us by filling in the Enquiries form on our
Contact Us page, stating
that you wish to cancel an undelivered order. Please
quote the order number from your confirmation email
which was sent to you when you first completed your
order.
Or
- Send us a reply to the confirmation email which
was sent to you when you first completed your order
stating that you wish to cancel an undelivered order.
Please include the text of the original email in your
reply.
We will then cancel your order as quickly as possible
and send a confirmation to you by email. If you have
made the payment for your order you will receive a full
refund.
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| How
do I return an item? |
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For up to 7 working days starting from the day after receiving your order you can exercise your right to cancel any items in your order if for any reason a WRc product fails to meet your requirements.
This guarantee is only applicable to WRc products and does not apply to sealed video and computer software products which have been unsealed by the customer. This guarantee represents our confidence in our products and means you can evaluate our products without risk.
If you would like to return an item you can either:
- Contact us by filling in the Enquiries form on our Contact Us page, stating that you wish to return an item. Please quote the order number from your confirmation email which was sent to you when you first completed your order; or
- Send us a reply to the confirmation email which was sent to you when you first completed your order stating that you wish to return an item. Please include the text of the original email in your reply.
Where possible, we will endeavour to respond to your enquiry within 1 working day.
Please note: Customers have a duty of care for the product during the cancellation period. Please package the relevant item securely and send it to us by traceable means to the address on the Contact Us page.
For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us, unless the wrong item was delivered to you in error or the item is faulty. Refunds will be credited to the card that was used in the original transaction. We are not able to post a credit to any alternative cards or accounts.
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| How
long will it be before I receive my goods? |
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If you ordered on-line, your goods will normally be
dispatched to you within 3-5 working days. If you ordered
off-line, you will be contacted by a member of the WEBookshop
sales team within the next 24 hours (weekdays only)
for payment information. Once payment has been received
your goods will be dispatched within 3-5 working days.
You will be notified by email once your goods are dispatched.
You can also view the status of your orders at any time
through the Order Status
page. After placing your order, you may cancel it any
any point, providing it has not yet been dispatched,
by following our cancellation process.
You should allow up to 21 days for delivery. We cannot
however be held responsible for any time delays caused
by the postal / delivery services.
If you require your order urgently, we can arrange
for it to be sent by courier. There will be an additional
charge for this service. Please contact a member of
the sales team for more information on +44 (0)1793 865069/865012.
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| How
much is postage and packaging? |
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Postage charges are based on the country you wish to
deliver to and the delivery option chosen. The default
is our 'normal' service. Postage and packaging is priced
as follows for our 'normal' service:
UK:
Add 10% to the value of the order.
Minimum charge of £3.50.
Maximum charge for 1 item is £15.00.
Europe:
Add 20% to the value of the order.
Minimum charge of £3.50.
Maximum charge for 1 item is £30.00.
Rest of World:
Add 30% to the value of the order.
Minimum charge of £3.50.
Maximum charge for 1 item is £40.00.
If you require your order urgently, we can arrange
for it to be couriered to you. Charges will vary depending
on the weight of the package and the destination. If
you'd like to use the courier service you must pay off-line
as the postage charges for the courier service depend
on the weight of the order and cannot be quoted for
on-line payments. To arrange courier delivery please
either
- Add the items you wish to order from the website
to your shopping basket, select the courier delivery
option before you place your order and then select
the 'Pay Off-line' option. A member of our sales team
will then contact you to complete your order
or
- contact our sales team directly on +44 (0)1793 865069/865012.
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| I
want to speak to a real person! |
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Our sales office is open from 9.00 to 5.00 Monday to
Friday so please give us a call on +44 (0)1793 865069/865012.
Calls are charged at the standard national rates within
the UK.
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| What
about discounts for bulk purchases? |
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A 15% discount is available if you purchase 25-99 copies
of a single publication. Further discounts on 100 or
more copies are available. Please contact us for a quote.
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| When
is VAT payable? |
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Books are VAT zero rated.
Customers within the EC must pay VAT @17.5% on software
products, unless you have a VAT registered business
and are able to give us a valid VAT number. We are currently
not able to accept VAT numbers in our on-line purchasing
system. If you have a VAT number please either
- Add the items you wish to order from the website
to your shopping basket and select the 'Pay Off-line'
option. A member of our sales team will then contact
you to complete your order. When they call please
let them know that you wish to provide a VAT number.
Or
- contact our sales team directly, on +44 (0)1793
865069/865012, in order to purchase.
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| I
wish to make a complaint. |
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Please let us know if you are unhappy with our service
or our products.
If you would like to make a complaint, you can contact
us
We endeavor to
- respond to all complaints within 5 working days,
- tell you how long it will take to resolve the complaint,
- keep you informed while we resolve the complaint.
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| I
wish to comment on your website. |
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We value our customers' opinions and welcome any feedback,
especially regarding this website. If you would like
to submit feedback regarding this website, our products
or services please fill in the form on our Feedback
page.
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