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Help/FAQ

Need help?

Our team are available from 9am to 5pm Monday - Friday

 Email us

hello@peters.co.uk

We'll get back to you as soon as possible.

 Call us

0121 666 6646

 Write to us

Peters Ltd
120 Bromsgrove Street,
Birmingham
B5 6RJ

FAQs

  • Orders
  • Delivery
  • Returns
  • Account
  • International schools
  • Baskets
Do I need an account with you to place an order?

Yes. To place an order, you must first set up an online account. We will then set you up with a credit account; therefore registrations can take up to one working day to verify. Verification will be confirmed by email. Click on the link in your verification email to finalise your registration.

How do I pay?

All orders will be invoiced to your school upon delivery. We will send an invoice to the email address provided the day before delivery, and a paper copy will be included in the parcel. Invoices are payable 30 days from document date. Payment is usually by Bacs, or may be paid by credit card. If your finance system requires a purchase order number to be applied, this can also be added to your order details. Cheques are payable to Peters Ltd. 

How do I track my order?

To keep an eye on the progress of your order, click on 'Settings / Log Out' on the top right of any page, and then on the 'Your orders' tab. Any orders you have previously committed will be displayed in list form, with the status displayed to the right. Click on an order to view a summary.

When will my books arrive?

We will fast track any orders placed by 12pm if all books required are in stock and no servicing is required. On the majority of occasions your books will be delivered the next working day.

Titles in stock and requiring servicing will be delivered within 3 to 5 working days.
If we don't have sufficient stock available to fulfil part of your order we will source from the publisher. If this is the case, these items may take approximately 7-10 days to arrive. They will be delivered and invoiced separately from items in stock.

Your order confirmation email will give a detailed breakdown of when to expect your delivery.

My order has not been delivered, what do I do?

Most deliveries should arrive within the times stated on your order confirmation email. Where this is not the case, please contact our customer services team on 0121 666 6646.

Can you supply books to schools outside of the UK?

Yes. Peters are delighted to work in partnership with CES Holdings for any international orders. CES is the market leader for the supply of educational resources to international schools worldwide and will distribute books supplied and serviced by Peters.

Due to GDPR regulations we will need your consent to pass your details onto the sales team at CES when you place an order.  Please email confirmation to us at internationalorders@peters.co.uk.

I have received an incorrect or damaged item, what do I do?

If you have received incorrect or damaged books, please contact our customer services team on 0121 666 6646. They will arrange a return or credit your account as necessary.

How do I view my purchase history?

To view your purchase history, click on 'Settings / Log out' on the top-right of any page, and then on the 'Your orders' tab. Any order you have previously committed will be displayed in list form, with the status displayed to the right. Click on an order to view a summary.

What is the wishlist for?

The wishlist allows you to list books you may want to purchase at a later date, or to share lists of books with a colleague. For example, you may want to list titles that have not yet been published.

Do your prices include VAT?

The prices displayed on the site do not include VAT. VAT is calculated and added to your order, including VAT on any servicing you may have selected, at the checkout.

What are your delivery costs?

Delivery is free to the UK mainland on orders of £50 and above. Orders with a net value of under £50 will incur a £5 charge for postage (this includes orders where a voucher code has been applied to bring the order under £50). Contact our customer services team on 0121 666 6646 for pricing for non-mainland addresses.

My school is outside of the UK, do you deliver?

Yes. Please contact us via internationalorders@peters.co.uk before you commit your order. One of our team will be in touch shortly.

Can I return my books and get a refund?

Items without servicing can be returned within 14 days of delivery, no questions asked. Please contact our customer services team on 0121 666 6646 to authorise your return. You are responsible for any postage and packing costs.
We regret that we cannot accept returns for items that have been serviced to your requirements.

How do I change my password?

If you want to amend your password, make sure you are Logged In and click on 'Settings / Log Out' then select the 'Log in' tab. You will be able to enter and confirm your new password here.

Can you supply books to schools outside of the UK?

Yes. Peters are delighted to work in partnership with CES Holdings for any international orders. CES is the market leader for the supply of educational resources to international schools worldwide and will distribute books selected and serviced by Peters.

Due to GDPR regulations we will need your consent to pass your details onto the sales team at CES when you place an order. Please email confirmation to us at internationalorders@peters.co.uk.

Creating multiple baskets

Creating multiple baskets within your account can help you manage your orders, for example if you are ordering books for multiple subject areas or year groups, or if you are purchasing on behalf of different members of staff within a school.

Access your current basket quickly by clicking the blue ‘Baskets’ bar at the top right-hand corner of the page.

Using the baskets drawer

Use the baskets drawer on the right-hand side of the page to create additional baskets for your account. Click the blue ‘Baskets’ button to extend the drawer.  

To add a new basket, type your desired basket name e.g. 'Year 5 fiction' into the ‘Create new basket’ field and click the + symbol.

Once you have created your baskets, use the baskets drawer to click between baskets. To view and edit the contents of a basket, click on your chosen basket so it is highlighted. Then click the arrow button next to that basket. From the basket list you will be able to amend quantities and delete individual items, as well as checkout your basket if you wish.

To delete a basket from your basket drawer, click the trash button.

Using the 'Add to basket' button with multiple baskets

Clicking the ‘Add to basket’ button will automatically add the book in whichever quantity you have chosen to your current basket. To add the book to a different basket, use the drop down arrow to select the relevant basket, before clicking ‘Add to basket’.

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