FAQ - Frequently Asked QuestionsThis section covers our Frequently Asked Questions, we ask that you consult this document first before contacting us as your queries my already be answered here. Question Index
Website and Ordering Information
Refund, Exchange and Replacement Policies
General QuestionsAn audio book is a recorded narration of an ordinary print book. Audio books are sometimes referred to as 'spoken word' or 'talking books'. What is the difference between an abridged and an unabridged audio book? An abridged audio book is comprised of selected chapters or excerpts of a book, where as an unabridged audio book contains the complete text of the book, read in full, as the author intended. All of our 'Clipper Audio' and 'Recorded Books' audio books are unabridged. What do I need to use or play an audio book? Audio books work just like music cassettes or CDs that you might be more familiar with. If you have access to a cassette or CD player than you can play an audio book. How do I look after and maintain my audio books? We recommend you keep your audio books in a cool, dry place, out of direct sunlight; place the individual cassettes and CDs in their cases when not in use. It is also advised that you store your audio books away from sources of magnetism or electromagnetism as this may harm the recording. How do I send you my comments/questions/complaints? Please consult our Contact Information page for various methods of communicating with us. Website and Ordering InformationOrdering and paying online safer than sending in an order form by mail or placing an order over the telephone. When your information is submitted to us it is encoded using strong 128-bit encryption, once we receive your order details we only keep the information for the duration of the transaction, after which it is securely destroyed. When entering any personal information into websites look for the padlock icon in your browser and make sure the website's URL begins with HTTPS://. This shows that the information exchanged between your computer and the website is being encrypted, thus making it incredibly hard to intercept. Also, we strongly recommend that you virus check your computer regularly to prevent being compromised. Popular anti virus programs include Norton, McAfee and the free alternatives AVG and AntiVir. Are there methods of ordering, other than online? Please consult our Ordering Information page for details on how to place orders by mail or by telephone. Once I've submitted an order to you, can I cancel it if I change my mind? We offer our customers the chance to cancel immediately after order submission. There may also be a grace period before your order enters the 'Processing' stage, but this is largely dependent on the time when you place your order and should not be relied upon or expected. We ask that you carefully consider your order before you submit it to us. In an emergency if you need to cancel an order urgently you can do so my telephoning us on the number given on our Contact Page. However, this can only be done before the goods have been dispatched. How do I know you've received my order? After successfully completing and submitting an order to us you will receive a confirmation email at the email address you registered with. Also, you will be able to view your current orders in the 'My Account' section of the website. Payment and DeliveryWhat methods of payment do you accept? Please refer to our Payment and Shipping Information page for up to date information. Can I specify a delivery date? At this time we cannot offer any guarantee as to when you will receive your completed order. After we have dispatched your order the delivery of your goods is the responsibility of the carrier or postal service in your area. Within the UK this is normally 1-2 working days, 7-10 for international postage. Please see our Payment and Shipping Information page for further details. Sorry, we do not offer the option for you to collect your order. Can I arrange special delivery options, such as a courier? All orders are now dispatched via courier as standard. As such they are tracked, insured and will require a signature upon delivery. How do I know when you have dispatched my order? When we have processed your order and confirmed payment you will be sent a confirmation email with details on the dispatch date. You will also be able to view the status of your order through the 'My Account' section of this website. Do you deliver outside of the UK? We deliver internationally, however we can not currently dispatch items to the United State. Postage is calculated during the Checkout process. For details on our postage rates, please consult our Payment and Shipping Information page. However, some shipping restrictions apply to certain titles in our catalogue. Please consult each product information page for it's shipping eligibility details. Refund, Exchange and Replacement PoliciesCan I get a refund/exchange if... ...my book is damaged during delivery? If the goods are damaged during transit please contact us immediately and arrange for a replacement. Keep all the packaging and goods for return to us. ...I've damaged my audio book? It is your responsibility to keep your audio books in good condition once purchased. Unfortunately we can not offer replacements for individual CDs, free or paid-for. Books are very personal and subjective, as such we cannot guarantee you will like any book your purchase and will not offer a refund if your books are not to your tastes. We recommend you read all available literature and reviews about the titles you intend to order before purchasing them so you can make an informed decision whether to buy or not. Can I get a replacement copy if the goods are faulty? If the audio books you have received from us are faulty, for example, there is a manufacturing defect or the sound is of poor quality, then we will happily replace these items for free pending inspection of the faulty media. Please return faulty items with a description of the faults you've encountered to the address show on the Contact Information page so we can identify and confirm any errors. Should I return broken cassettes or CDs to you? You only need to return broken media to us if you have found a fault and wish to claim a replacement. If you questions still haven't been answered then feel free to contact us using the details on our Contact Information page. © 2002-2005 UK Audiobooks T: +44 (0)1664 423018 F: +44 (0)1664 423005 E: sales@ukaudiobooks.co.uk |
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