Service Policy

This service policy below includes customer care information, shipping policy on all books purchased in the shop and additional information on any returns, exchanges and payment methods we accept. If you have any questions, or would like more information please do not hesitate to contact me here. Likewise, you may also fill out the contact form found in the footer. 

CUSTOMER CARE

English Online 1 to 1 is committed to providing our customers with the highest quality of customer service. Treating you fairly is of great importance. I aim to make sure that you can enjoy the highest possible standards of service at all time. I aim to respond to all questions and enquiries as soon as possible and will proactively contact customers if there is a problem or delay that I are aware about. 

If you need to get in touch with me about any enquiries, please contacts me here. Please remember to provide as much information as possible; including your order number and registered email so that I can help you straight away. For more information please see our shipping terms below. 

COVID-19 UPDATE​

UK Shipping: Currently, there have been no major changes to the way orders are being dispatched or shipped. Normal deliveries should take place in almost all parts of the UK; however, some areas are experiencing varying levels of delivery disruption.

International Shipping: Due to COVID-19, delays should be expected. Many countries have implemented special measures to combat the spread of COVID-19, especially for signature service to maintain social distancing. 

BREXIT UPDATE​

Due to changes in international shipping charges, all orders being delivered internationally or to an address in Europe (excluding UK) placed after 31 December 2020 will be subject to local taxes and duties.

SHIPPING METHOD AND DELIVERY TIME
I use Royal Mail on all domestic and international orders on books. All orders are shipped via Royal Mail First Class within 1 - 3 working days after order has been placed. You will receive an email when your order has shipped. 

I am currently unable to deliver to P.O. Boxes & BFPO addresses both Domestic and International.


DOMESTIC SHIPPING​ FOR BOOKS

UK STANDARD SHIPPING : Free delivery on all UK orders 
Items will be delivered via Royal Mail First Class within 1 - 3 business days

 

INTERNATIONAL SHIPPING​ FOR BOOKS

I use Royal Mail on all international orders. Items will arrive 3 - 5 business days after order has been shipped out. Please note that delivery times are approximate and depend on local delivery services in each country. 

INTERNATIONAL SHIPPING : Free delivery on all International orders 

Items will be delivered via Royal Mail First Class within 3 - 5 business days

CUSTOMS AND IMPORT CHARGES FOR BOOKS

If you are an international customer outside the EU, you may need to pay customs charges and/or taxes when your order arrives in your country. Please check with your country’s customs and border control for more info on this. English Online 1 to 1 is not responsible for any charges incurred when importing items into your country.

RETURNS & EXCHANGES FOR BOOKS

I hope you are happy with your purchase. English Online 1 to 1 is happy to exchange or refund your items in its original condition within 14 days of receipt. Please note this date begins on the date you have received your order. I can only exchange an item for the same new item or one of similar value. Certain items may not be eligible for exchange or refund. Please contact me here if you are unsure or if you may require more information.

All books are carefully packed and undergo quality checks before being shipped out. However, faults can occur or get damaged in the post. All items have a 14 day warranty period. Please see below in relation to faulty items. In the event that a faulty item is lost due to mishandled shipping, English Online 1 to 1 cannot be held liable for this. English Online 1 to 1 will not be responsible for any packages stolen upon delivery.

All parcels are the customer's responsibility until they reach me and a refund will not be given until I have received the returned goods and have gone through quality checks. I recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage. For international returns, clearly label your parcel as 'RETURNED GOODS' to avoid further handling and customs fees. Failure to do so are the sole responsibility of the customer. English Online 1 to 1 is not responsible for non-delivery of returned items. 

Refunds are normally processed within 7 working days after receiving the returned goods and all refunds will be made to the method of payment originally used when placing your order.

English Online 1 to 1 will only refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify me within 14 days of receipt.

FAULTY OR DAMAGED GOODS

English Online 1 to 1 cannot be held responsible for faulty items due to wear and tear. In the event that a faulty item is received or lost due to mishandled shipping, English Online 1 to 1 will send out a replacement as soon as possible. This will be free of charge unless otherwise stated. 

 

English Online 1 to 1 will also not be responsible for any packages stolen upon delivery but will help to resolve the issue. Upon purchase, the customer, you, agree to be held responsible for the cost and shipping of any replacements if requested due to factors other than mishandled shipping.

For additional information and or any queries, please don't hesitate to contact me here.

 

WHOLESALE ENQUIRY FOR BOOKS

I am excited to share my books and songs with like-minded businesses. If you are a retailer and would like to represent English Online 1 to 1 and stock my products be it online or in a physical store, please contact me here and I'll get back to you with more information shortly. Likewise you can also fill out the contact form in the footer below.

PAYMENT METHODS

English Online 1 to 1 accepts all major credit cards: Visa, Mastercard, AMEX and more. This includes any offline payments as well as a secondary payment option via PayPal which are available in over 200 countries; supporting over 25 currencies.