FAQs

Q: I am unable to login

A: We updated our website in September 2022, and unfortunately were unable to carry accross old account details. If you have not used our website since September 2022 then you would need to re-register for a new account. If you have used our updated website before and are still having issues logging in then please request a link to reset it. The link you receive is a 'one time only' link, if you make a mistake entering this link then you will need to wait a while before requesting another 'one time link'. Repeatingly requesting a link within short succession will result in no link being sent. Please check your spam/trash box in case your mailbox has sent the link there. If you are sure you have followed the information correctly and are still having issues please contact us.

Q: I have placed an order and now I realise I entered an incorrect delivery address what should I do?

A: Orders are usually processed within a very short time frame, it is highly likely therefore that we will not be able to retrieve your order before despatch. However, in some circumstances particulary if the order was placed outside of office hours we may be able to cancel an order if you notify us promptly by email shown on the contact us page although, due the volume of orders we can't guarantee this will always be possible. Depending on how far into the despatch process the order is dictates whether we are able to prevent the order going out.

Unfortunately, neither Parcelforce or Royal Mail allow amendments to the item once it is in transit so there is nothing we can do to prevent the delivery taking place. Keep an eye on any tracking information you receive as sometimes this will give you the opportunity to arrange a redelivery option such as picking it up from your local RM depot or Post Office although this is not always possible. Should the item be returned to us we will refund your money.

Q: How can I contact you by phone?

A: We have now moved to a web based online company only and as such we are no longer able to take general enquiries over the phone. This enables us to free up staff to deal with expediting orders and operate more efficiently. If you need to speak with us please use our online chat facitity or contact us by email as shown on the contact us page and we will respond as soon as possible. 

Please do not send multiple messages as this only slows down the process of answering your issue.

Q: I need a copy of my invoice?

A: If you forgot to print your invoice at the time of purchase then you can always print additional copies by logging in to  MY ACCOUNT and go to MYORDERS, here you will see all your previous orders, you can re-order or print any past invoices.

Q: I am not a driving instructor, can I still buy from you?

A: Yes, you will have the option to checkout as a guest or register if you think you may make further purchases from us.

Q: Are these the latest editions?

A: The short answer is yes. The DVSA DO NOT release a new edition of any publication on a yearly or regular basis, it is only done when there are material changes that could affect the outcome of a test that an update will be made, therefore products that bear a printed date of say 2020, will still be valid until a newer version is released which could be 2022, 2023 or 2024 etc. Just because the book was published in say 2020 does not make it out of date if nothing has been released since. Sometimes changes are accompanied by a new ISBN however, if it is only a small change then the impression number only is updated. We DO NOT SELL older versions when a newer version becomes available, the old stock is destroyed and replaced with the newer edition. If you buy from us you will automatically receive the latest available edition.

Q: Can I return electronic media such as a DVD?

A: In some cases yes, in other cases no, it all depends on what you personally have done to the product since receiving the item.

Consumer Rights act 2015 excludes electronic media if the customer has opened the wrapper/seal on the product. 

All technical and product information is provided on the package and there should be no reason to open the product to make a decision if you want to keep the product. 

Just remember, if you go ahead and open the product you forfit your right of return if you subsequently change your mind.

Q: Do your prices included VAT?

A: Yes, books are zero rated for the purposes of vat. DVD product prices shown include VAT

Q: How long will it take for me to receive my order?

A: There are times when, due to the pressures of new publications being released, it may take longer than the usual 2-4 days. If you would like a priority service, we can usually offer this subject to stock for a fee of £9.80. If we are unable to fulfill this service the standard price will be charged and a refund made for the difference.

Q: How much will I be charged for postage?

A: Our web site has been programmed to recognise your delivery address and your order size, to ensure the cost to you is kept as low as possible. You will be supplied with your available delivery options and the cost, based on these variables before you check out.

Q: Why does my shopping cart not allow me to purchase more than a certain number of copies of a particular product?

A: It could be that the product you require is nearly out of stock, and maybe we only have a few copies of the product left in stock, in which case try reducing the quantity until you are able to checkout. Sometimes we have a limited special offer or DeskTop Deal that restricts the number of items you can buy at that price, usually it will say something like 'Limited to 1 copy per customer' on the product page. If you want to buy more than the specific offer allows then try doing a search for the product as it may be available in more quantities but at a different price.

Q: My goods have not arrived yet what should I do?

A:  If your goods have not arrived when expected please contact us in the first instance. For all goods sent via Parcelforce and most Royal Mail services you will have been sent an e-mail informing you of the tracking number, just enter this number on Parcelforce's or Royal Mail's website to see the progress of your order. If the goods have not arrived in the expected timeframe please e-mail us remembering to include your order number and we will investigate to see if there are any exceptional problems that require intervention. Remember to allow 2-4 days for all orders sent other than via next day service. Most Royal Mail items are sent Tracked 24. For all items sent via Royal Mail we need to wait a total of 14 days after despatch before we are able to start an investigation into the whereabouts of the goods. In all circumstances you must notify us within 10 days of the despatch date if goods have not arrived. 

Please note: if your items are returned to us as either the courier or Royal Mail deemed the item as undeliverable due to you putting an incorrect address or other issues such as not able to gain access etc we will refund your money rather than redispatch the item again.

Please do not use payment providers to resolve any issue such as credit/debit/paypal without first giving us the opportunity to correct the issue

By doing this you help to keep our cost down which benefits everyone as we can hold our discounted low prices.

We will always sort out any problem without the intervention of third parties who charge us a dispute fee just to interven in the process when the outcome will be exactly the same.

As an example

A customer ordered over the weekend and opened a paypal dispute 10 o'clock Monday morning saying they have not received the item, even though we clearly advertise a 2-4 working day delivery. This sort of action just adds to our cost and mean we will have to increase our prices to everyone which we are trying to avoid. 

Q: I have just placed an order and now I realise I have ordered the wrong products, what should I do?

A: Orders are usually processed within a very short time frame, it is highly likely therefore that we will not be able to retrieve your order before despatch. However, in some circumstances particulary if the order was placed outside of office hours we may be able to cancel an order if you notify us promptly by email shown on the contact us page

Q: I am a Driving Instructor and I would prefer to have the goods sent direct to my pupils, what paperwork is sent with the orders.

A: No invoices are sent with orders if requested

Q: Your prices seem very low compared to other companies selling the same items, are they the genuine article and how are you able to sell so low

A: We are wholesalers for The Stationery Office who are the publishers of DVSA road user titles, we buy huge quantities and supply some of the most recognisable names in the industry, as such we can pass on the savings to everyone. As we only operate online we are able to reduce our costs and can pass on the savings to you.

Q: My order contains a pre-order item, when will my order be despatched?

A: Any order that contains a pre-order item will be held until the pre-order item is in stock, then the entire order will be sent as one complete order. If you do not wish to wait and require the rest of the items delivered first then please place the pre-order item as a separate order.

Q: My question has not been answered here how can I contact you?

A: The best way to get an answer to your query is to use the Contact Us page and we will get back to you as soon as possible.