Please take the time to read some of our frequently asked questions. Most general queries can be answered here. Please feel free to contact us here if your question is not addressed below.
We like to send our customers information by post and email about our products and special offers. You can let us know at any time if you would not like to receive information from us. We never give your details to third parties.
For further details about how we use and store your details please visit www.crownhouse.co.uk/privacy-policy.
If a title is marked as ‘Forthcoming’ it will be published in due course. You can pre-order this title and you will be contacted for payment when it is published. If a title is marked ‘Coming Soon’ it will be published in the next few months. You can add to your basket, payment will be taken and the book will be sent to you once we receive stock from the printers.
Please be patient, as you can imagine we are inundated with submissions on a daily basis, which means that it can take a while for us to get through them all.
When you send in a submission you should receive an email confirmation to say that we have received it. If you do not please try sending it again to email@example.com.
You will not hear from us immediately after the confirmation but please don’t worry, your submission is being considered and we will be in touch as soon as there is any news.
If your submission is successful then a member of the production team will be in touch in due course. However, if your submission is unsuccessful we will still get in touch to notify you.
Please email your thoughts or submission ideas to: firstname.lastname@example.org.
Our offices are open from 9:00am to 5.00pm (BST), Monday to Friday.
For seasonal closures please check our news feed.
To find the full contact details of our foreign distributors please visit our distributors page.
We accept payment by Visa, MasterCard, Amex, Maestro and PayPal. Our website is secure: all payments are handled through Stripe or PayPal, giving you complete security and peace of mind. All orders will normally be dispatched the same day, although some orders can take a little longer. We are happy to accept official orders on account from educational establishments such as schools or LEAs.
Making a purchase could not be easier. Just browse our catalogue, click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we will need to process the order.
We accept payment by Visa, MasterCard, Amex, Maestro and PayPal. Our website is secure: all payments are handled through Stripe or PayPal, giving you complete security and peace of mind. All orders will normally be dispatched the same day, although some orders can take a little longer.
For orders made from the UK or the European Union, VAT at the current rate is added where applicable. Orders from all other countries are VAT free. Please note: VAT only applies to audio tapes, CDs and DVDs. Books are exempt from VAT.
We are happy to accept official orders on account from educational establishments such as schools or LEAs.
A delivery charge will usually be added to your order. This charge varies according to the size of your order and where you live. The charges are as follows:
Standard – free postage on all orders
Next day and 1st class delivery are available on request at an additional charge
£3.50 per item
Rest of the world
£6.00 per item
To sign up to our mailing list, simply enter your email address in the box on the right-hand side of this page and click ‘Sign me Up!’.
Unfortunately, once an order has been processed we cannot amend it. Promotional codes have to be used before an order is confirmed.
No, unfortunately not.
Simply enter your promotional code in the ‘Promotional Code’ box, which is located in the right-hand column on the basket page, and click ‘Apply’.
We operate a ‘no quibble’ returns policy: you may cancel your order at any time before your order is shipped and up to 14 days after you receive your order. To exercise your right to cancel, you must inform us of your decision to do so by a clear statement (e.g. a letter sent by post, fax or email). You may use the model cancellation form that appears at the end of these terms and conditions, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. Any items to be returned should be sent to Crown House Publishing Limited (address as below) within 14 days from the day on which you communicate your cancellation of this order to us. Full refund or credit will be given and if you are in the UK we will even refund your postage. All you have to pay is the return postage. This policy does not apply to audio tapes, CDs, DVDs or computer software from which the wrapping has been removed. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –
a) 14 days after the day we receive back from you any goods supplied, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. In the unlikely event that you have any complaints please contact us at the below address.
MODEL CANCELLATION FORM
To Crown House Publishing Limited, Crown Buildings, Bancyfelin, Carmarthen SA33 5ND, fax 0844 500 7211, email email@example.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate.
As long as the item has not been dispatched and it is before 12pm on the day of order we can certainly change your delivery address. Please contact our customer services team on 01267 211880.
If your order has been dispatched then please call us on 01267 211880 as soon as possible and we will do our very best to redirect the parcel for you.
If you are placing an order for a large number of titles please contact our customer services team on 01267 211880 or email firstname.lastname@example.org to discuss the possibility of a bulk discount.
If you wish to receive regular updates about the special promotions we are running, please sign up for our newsletter using the sign up box on the right-hand side of this page.
Your order should be with you within 5–7 working days of the date you placed the order; however, if it has not arrived after 15 working days please contact our customer services team on 01267 211880 or email email@example.com.
When you are on the book page, the book details are displayed on the right-hand side of the cover image. The first tab on the right-hand side says ‘Published: Month Year’, this indicates when a book is due to be released.
If you would like further information please email firstname.lastname@example.org or call our customer services team on 01267 211880.
We aim to dispatch your order on the same day that it has been placed. It will be dispatched via 2nd Class Royal Mail, unless you have selected an expedited delivery option at the checkout. Your order should be with you in 5–7 working days; however, if it has not arrived after 15 working days please contact our customer services team on 01267 211880 or email email@example.com.