HELP

If you are experiencing problems accessing any part of our website, or with placing an order, then there are people at the end of the phone or on email, Monday to Friday, 8.30-5.30, who can help you. Please contact us on orders@galorepark.co.uk or +44 (0)1580 764242. If you are experiencing problems outside these office hours then the following tips may be helpful:

• Setting Up An Account & Logging In
• Placing Your Order
• Completing Your Order
• Downloads
• Titles Not Yet Published
• Cancelling Your Order
• Changing Your Order
• Delivery Times & Charges
• Tracking Your Order
• Invoices
• An Error With Order Content
• Returns
• Site Specification
• Site Content

SETTING UP AN ACCOUNT & LOGGING IN

Log In to an existing account

Before you can place an order you must have a Galore Park Account, and be logged in to this account. To do this, go to the ‘Log In’ button at the top of the home page. If you already have an account then you need to enter your username and password and this will take you straight through to your account. If you are unsure whether or not you have an account then select the ‘Create Account’ button. Then enter your surname and postcode and select ‘Retrieve my details’. If you have an existing account then the account details and your email address will be displayed on the page and your username and password will be emailed to you.

Set up a new account

If you do not already have an account, please select the type of account you would like to create (school/teacher; parent; tutor; bookshop; adult learner; homeschooler). Please note that School and Bookshop accounts will need to be approved before they are activated so please allow 48 hours for this process. You will not be able to pay on invoice until your account has been activated but you will be able to pay by credit card. If you would like us to activate your account immediately, please call us on +44 (0)1580 764242 and we will be happy to review your account.

Changing your account details

If you would like to change any of your account details (address, contact number, password or username) then select the ‘My Account’ option at the top of the homepage and then select one of the options on the left hand side. You can then alter the relevant details and save the changes.

Username and password

Your username and password are set automatically by our system when you first place an order with us over the phone. These details will be emailed to you when the account is set up and you can change them at any time, either by telephoning us or by logging on to your account and making the changes yourself. Your username can be anything consisting of more than 3 characters or digits, and the same applies to your password. When filling in your address details, please note that your post code must be typed in the correct field. If it is not, parcels may not reach you and the system may not be able to process your order at all. When entering overseas addresses, please be sure to select the correct country.

PLACING YOUR ORDER

Once you are logged in to your account you can place your order. Firstly, select the type of account you have at the top of the page (eg parent).

Navigation and product search

You can navigate through our products by Subject, Age Range, Exam Type or Product Type. These options are listed on the left hand side of the home page. If you would like to view all the products then tick the ‘All Subjects’ button and then press ‘Find’. You can narrow your search by selecting one button under each product option. For example, if you select the button next to English in the Subject field and the button next to 7-11 years in the age range, this will list all English books suitable for that age group. You are not able to select more than one subject at a time in the subject field, nor more than one age group.

Adding products to your basket

Once you have found the title that you would like to purchase, click ‘Add to basket’ and then enter the number of copies you would like in the ‘Quantity’ box. If you only want one item you can then select ‘Checkout’. If you want to purchase more titles then you can navigate through the category options on the left hand side of the page and continue to add products to your basket. Some of our products (eg Junior Maths 1 Worksheet CD) are now available as purchasable downloads from our website. When you select these the item will be added to your basket and when you receive the email confirming your order, a link to this download will be included (please see Download section below for more detail). You can check the items in your basket at any time by going to the homepage and selecting ‘My Basket’ in the top right hand corner.

If you are having difficulty adding more than one item to your basket, it is possible that your session on the website has become corrupted.  Try visiting this page, reloading the website, and adding the items again.  if that does not help, feel free to contact us by phone or email.

COMPLETING YOUR ORDER

Check out

Once you have selected all the items you would like to purchase and they are listed in your basket, select the ‘Checkout’ button. This will take you to your checkout details page and you should check that all the information is correct, including the delivery address. If you would like your order delivered to an address other than your home, select ‘Edit my address’ in the Delivery Address box. There is also a box where you can enter any specific delivery requests (such as asking for the parcel to be left in the porch if no-one is home). This box can also be used to give directions to the courier driver if your property is difficult to find.

Payment

Once you are happy that all the details are correct, select ‘Checkout Confirmation’ and then ‘Confirm’. This will take you to the payment page. It is important to enter the correct card type, and in the case of Visa, to distinguish between Visa and Visa Debit. Selecting the wrong card type may cause the payment to be rejected as your card number is linked to the card type. We are unable to accept American Express payments. Once you have checked that your card details are entered correctly, and that you have completed all of the required boxes, select ‘Confirm’. Once the payment has gone through you will be sent an email confirmation. If your payment has not completed successfully, the invalid entry will be listed and you should re-enter your details. If payment fails for a second time then it is advisable to contact our customer service team on +44 (0) 1580 764242.

DOWNLOADS

Galore Park offer a number of products in downloadable format. Choosing to download your product instead of ordering a ‘hard’ copy is a brilliant idea for a number of reasons. You will receive a download order much faster (usually within a matter of minutes) than you will with an order by post. Also, you will not need to pay for postage and packing, making downloads significantly cheaper than their ‘physical’ counterparts. What’s more, when you download from Galore Park, you can rest assured that you will never permanently lose your files. See ‘Assurance’ below for our policy on re-downloading.

Please read on for more information on the downloads we provide, helpful definitions, instructions for the download process and how to make use of your downloads.

Download format

We currently sell three different kinds of downloads. PDF files contain text and/or images. MP3 is the format we have chosen for audio downloads. We also sell applications e.g. Nil Desperandum.

We distribute our downloads either in their original (raw) form or as compressed files. Raw files will appear either as PDFs or as MP3s. They can be opened immediately (provided that the necessary software has been installed on your computer) without any extra steps being taken. Compressed files have been decreased in size so that they can be downloaded more quickly. They will appear inside a special folder (different from a standard folder) from which they must first be extracted before they are transformed into raw files. See ‘Using your downloads’ below for more information.

Download process

You can find all you need to know about downloading from Galore Park in your ‘Download purchased products’ area, which you can reach by clicking on ‘My Account’ near the top-right of the Galore Park website, or by following the link provided in your order confirmation e-mail.

Using your downloads

PDFs are opened using Adobe Acrobat Reader, which you can download for free at: www.adobe.com/products/acrobat/readstep2.html.

MP3s can be opened using a number of different media players. Both iTunes and Windows Media Player are capable of playing and storing MP3s. You can download iTunes for free at: http://www.apple.com/itunes/download/. Windows Media Player is also free and can be downloaded at: http://www.microsoft.com/windows/windowsmedia/player/download/download.aspx.

If you have a CD-RW or DVD-RW optical drive connected to your computer, you can ‘burn’ (transfer) your downloads (PDF or MP3) on to a CD-R, CD-RW, DVD-R, or DVD-RW compatible with that drive. You can then take your downloads with you wherever you go. MP3s can be burned as an ‘audio CD’, which will play in a standard CD-player or Hi-Fi, in your home or in your car. For instructions on how to burn an audio CD, consult the help available in your media player of choice, or visit http://docs.info.apple.com/article.html?path=iTunesMac/7.6/en/15260.html for iTunes, or http://www.microsoft.com/windows/windowsmedia/knowledgecenter/howto/mp11/burn.aspx for Windows Media Player.

An application requires a simple double-click to start.

For help with downloading and opening a compressed file, please visit your ‘Download purchased products’ area.

Download limit

After you purchase a download, you will have 14 days to save the file(s) on to your computer. Once your 14 day allowance is over, the download will vanish from your Download purchased products area. If for whatever reason you lose a file you have downloaded from us, please do not hesitate to e-mail us at info@galorepark.co.uk or call us on +44 (0)1580 764242 and we will endeavour to help.

TITLES NOT YET PUBLISHED

Titles which are not yet published have a ‘Notify me when available’ button next to them. If you select this button then we will email you as soon as the book is published and available for purchase.

CANCELLING YOUR ORDER

If you have completed your order but would then like to cancel it please contact our customer services team on +44 (0) 1580 764242. We aim to process and dispatch orders as quickly as possible so it is advisable to contact us immediately if you want to cancel an order.

CHANGING YOUR ORDER

Changes can be made to an order if we receive these before your order has been sent to our warehouse. If you would like to amend your order, please call our customer services team immediately on +44 (0) 1580 764242. Once your order has been sent to our warehouse, we will no longer be able to amend your order.

DELIVERY TIMES & CHARGES

We aim to get orders processed and dispatched from our warehouse within 24 hours.  Our postage charges are based on the weight of the order and the country to which they are being sent.  You will be able to see the amount being charged for delivery before you confirm your order.

UK DELIVERY

STANDARD:
Standard delivery in the UK is via First Class Royal Mail for parcels under 1kg.  Delivery time is 2-3 days, but may be faster than that.  We are in the hands of the postman!  Orders over 1kg are sent via a trackable DPD courier service.  Delivery time is 2-3 days, but may, for orders placed before 11.15 am (UK time), be faster than that.  DPD deliveries will be made on a week day and a signature is required, unless you have given specific delivery instructions when placing your order.   The delivery charge for parcels under 1kg is £2.75. Orders over 1kg are packed in cartons and the charge depends on the weight of the order.  As a guide, the charge for orders up to 5kg is £4.75, up to 10kg is £5.75 and up to 20kg is £6.75.

BEFORE 12 NOON SERVICE:
This is a trackable DPD courier service and delivery time is normally 2-3 days, but may, for orders placed before 11.15 am (UK time), be faster than that.  Delivery will be made on a week day before 12 noon.  A signature is required unless you have given specific delivery instructions when placing your order.  This service is charged at £11.00 per carton.  As a guide, each carton is packed to a maximum of 13.5kg.

SATURDAY BEFORE 10.00 SERVICE:
This is a trackable DPD courier service and delivery time is before 10am on a Saturday.  Orders for this service must be placed before 11.00am on the previous day.  A signature is required unless you have given specific delivery instructions when placing your order.  This service is charged at £30.00 per carton.  As a guide, each carton is packed to a maximum of 13.5kg.

Important note re DPD deliveries:
DPD deliveries require a signature and so this should be borne in mind when choosing your delivery address.   If you are not at home when DPD try to deliver, unless you have given specific delivery instructions when placing your order, they will leave a card notifying you and giving you options on what to do next (eg ring to reschedule the delivery or leave a message on the card giving a safe place for the parcel to be left).

OVERSEAS DELIVERY

Charges for overseas delivery depend on the country to which we are delivering.  You will see the delivery charge that will be added to your order before you have to confirm the order.

EUROPE

STANDARD:
Standard delivery to European countries is via Royal Mail Airmail (packages up to 5kg) or DPD European trackable courier service.  The Airmail service is a non-trackable service and delivery takes between 3–7 days from dispatch.  DPD European Service is a trackable service and delivery is 2–5 working days from dispatch.  DPD deliveries require a signature and so this should be borne in mind when choosing your delivery address.

PRIORITY:
Our priority delivery service to European countries is via UPS trackable courier service.  Delivery is 2–3 working days from dispatch.  UPS deliveries require a signature so this should be borne in mind when choosing your delivery address.  Please note that UPS are not able to deliver to PO Box addresses.

REST OF WORLD

STANDARD:
Standard delivery to the rest of the world is via Royal Mail Airmail for orders up to a weight of 5kg (up to 1kg to Canada).  This is a non-trackable service and delivery takes between 5–10 days.  Orders over 5kg go via our priority service.

PRIORITY:
Priority delivery to the rest of the world is via a UPS trackable courier service.  Delivery time is 3–8 working days (usually 3 days).  UPS deliveries require a signature so this should be borne in mind when choosing your delivery address.  Please note that UPS are not able to deliver to PO Box addresses.

TRACKING YOUR ORDER

If you would like to track the progress of your order please contact our customer service team on +44 (0) 1580 764242 or orders@galorepark.co.uk. We are currently introducing an order tracking system on our website and this will be available shortly.

INVOICES

If you are paying on account then an invoice for payment will be sent out with your order. If you have paid in advance by credit card then you will receive a copy of the invoice in with your order, showing that payment has been taken. Any items currently out of stock will be marked as ‘temporarily out of stock’ (TOS) on your invoice. These will be dispatched when available.

IF THERE IS AN ERROR WITH YOUR ORDER CONTENT

If you have received incorrect items within your order, please call our customer service team on +44 (0) 1580 764242. We will then arrange for the correct items to be sent out as a priority.

RETURNS

Galore Park is happy to offer a refund on a product that you are unhappy with if it is returned within 30 days of purchase, in resaleable condition. Please call our customer service team on +44 (0)1580 764242 for a returns code before sending your book back to us. Please note that refunds are not available on CDs and exam papers.

SITE SPECIFICATION

This website has been designed to be accessible in the following browsers: Netscape 6 and above Internet Explorer 5 and above Opera 6 and above Mozilla 1.7 and above.

SITE CONTENT

Pop Ups

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Content Feedback

If you have any queries regarding the content of this site, or wish to report any technical or editorial errors, please email info@galorepark.co.uk.