Credit card security

We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. Customers who are concerned about giving their credit card details out over the internet are advised to send their details by fax, telephone or mail.

To change or cancel your order

You may cancel your book order at any time up to 7 working days after receipt of the goods. If your order has not been confirmed (by e-mail), you can change or cancel your order as follows:

Click on "My Basket" at the top of the page.

To cancel a selected item, click on the "Remove" button against the selected item.

To change the quantity of an item, click on "Edit", enter the required quantity, and then click "Confirm".

To cancel your order completely, click on "Remove All".

If your order has been confirmed, but you have not yet received the items, you can change or cancel your order by e-mailing us at orders@treesource.co.uk or by telephoning us on +44 (0) 1904 720126.

If your order has been despatched, you will also need to return the cancelled item(s) at your own expense to the address shown under Returns & Exchanges. On receipt of the item(s) we will refund the order, or relevant part it, as soon as possible and in any case within 30 days of cancellation.

Payment methods

Payment may be made by:

- Credit/debit cards - Visa/Mastercard/Maestro and Delta. We do not accept American Express cards. Customers who are concerned about giving credit card information over the internet may provide credit card details via phone, fax or mail.

- Cheque/International Money Order - which must be in £ Sterling and drawn on a UK bank (payable to Treesource). If paying by cheque, orders may still be placed on-line. Choose the 'Invoice before delivery' option at the checkout and an invoice will be mailed to you.

- A Treesource credit account is available to organisations and local authorities. Please contact us for further details.

Dispatch and delivery

Subject to stock availability and credit card authorisation, we aim to dispatch your order within 3 working days of receipt. You will be advised by e-mail or telephone if any part of your order is temporarily out of stock.

Please contact us if you experience an unreasonable delay in the delivery of your order. Treesource will endeavour to trace any missing parcels. We will accept risk in a consignment until it has been delivered.

UK orders

We are only able to process online orders for the United Kingdom. UK orders books will be mailed using Royal Mail services, which normally take 2-5 working days in transit.

Postage costs are based on the total value of books ordered:

UK Postage & Packing Charges

Order Value ---- Postage & Packing Charge

Up to £10.00 ---- £3.50

£10.01-£50.00 -- £6.50

£50.01+ ----------- £9.00

More urgent deliveries will be charged at cost. If you require an express mailing service, please contact us for prices.

Overseas orders

We are able to mail orders to most countries outside the UK but we have to charge postage at cost. We therefore need to know which titles you wish to order to advise you of postage costs. Please contact us for further details.

Returns and exchanges

We are happy to accept any item for exchange or refund (excluding return postage costs) within 14 days of receipt of goods, provided the goods are returned unused and in their original packaging. However, you may not return software to us and claim a refund if we supplied software to you sealed and unused and you have broken the seal. This does not affect your statutory rights as a consumer. Please contact us first to arrange any return by telephoning 01904 720126 or by emailing customerservice@treesource.co.uk

We recommend that you use a registered postal service to return your item. Treesource will not be held liable for the cost of return or lost parcels.

Prices

All prices are shown in £ Sterling. In the UK the sale of books carries 0% VAT. Although Treesource endeavours to keep prices competitive, sudden price increases by publishers or other factors may result in changes to Treesource prices without prior notice.

Guarantee

It is our policy to give 100% satisfaction. If you are not entirely satisfied with the goods or our service, please contact us by ringing 01904 720126 and speaking to Jo Ryan or email us at customerservice@treesource.co.uk. The office is open Monday-Friday 9am-5pm.

We take all complaints extremely seriously and we will try to rectify any problem quickly and effectively. All complaints will be acknowledged within 1 working day and will be resolved as soon as possible. We will always keep you informed throughout the process of resolving your complaint and we will keep the details of your complaint confidential.

We always welcome feedback from our customers and are continually looking at ways to improve our service.

Contact us

If you need to contact us, please email us on: customerservice@treesource.co.uk

Alternatively, you can call on: +44 (0)1904 720126 or fax us on: 01904 721026

You may write to us at:

Lyndum, Church Hill

Stillingfleet

YORK YO19 6SA

United Kingdom

Your order is accepted only in these terms of business