Frequently Asked Questions

Subscribing to a collection

• How do I subscribe to a collection?
• Have you received my subscription request - I have not had confirmation?
• Do I get free gifts for subscribing?
• I have received my confirmation email and my subscription type is incorrect. How can I update this?
• Can I check my subscription status online?

• How do I subscribe to a collection?

  You can subscribe in one of 3 ways: online; by telephone on 0345 155 9277; or by post by filling in a subscription form which can be found in issues 1, 2 and 3 of any collection.

• Have you received my subscription request - I have not had confirmation?

  If you have subscribed online, you will receive a confirmation email followed by your welcome email, both will be sent within 1 working day of placing your order. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form.
  
  If you subscribe via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your order subscriber number and details of your subscription. If you haven't received a welcome letter after 10 days, then please contact our Customer Service Team.

• Do I get free gifts for subscribing?

  Yes! You will receive free gifts if you subscribe from issue 1, 2, 3 or 4 of a colllection. Gifts vary by collection - please check the collection website for more information.

• I have received my confirmation email and my subscription type is incorrect. How can I update this?

  Please contact the Customer Services Team by one of the methods listed below as soon as possible to get this updated.

• Can I check my subscription status online?

  Yes, you can now access your subscriber account online. You will need to register to access your collections and this will only take a few moments.
  
  You will be able to see the following information: check to see which issues and free gifts have been sent to you and when, check what you have paid for and see if there is any outstanding amount, add new subscriptions to your account.

Payment

• What payment methods are available?

• What payment methods are available?

  Direct Debit, Visa, Mastercard or via invoice.

Subscription gifts

• Do I get free gifts for subscribing?
• Can I get the free subscription gifts without subscribing?
• What should I do if my gift arrives damaged?

• Do I get free gifts for subscribing?

  Yes! You will receive free gifts if you subscribe from issue 1, 2, 3 or 4. Gifts vary by collection - please check the collection website for more information.
  
  Please note that if the collection website is no longer available, we are no longer taking subscriptions from issue 1, 2, 3 or 4.

• Can I get the free subscription gifts without subscribing?

  No, sorry, but if you’d like to subscribe you can do so via the 'subscribe' page on the collection website. Please note that gifts are part of a special offer only available to people who start their subscription with issues 1, 2, 3 or 4.

• What should I do if my gift arrives damaged?

  We replace any damaged items free of charge. Just send us back your damaged gift and contact our Customer Service Team. It might also be a good idea to mention the problem to Royal Mail.

Replacements, returns and cancellation

• How do I cancel my subscription?
• How do I return an issue?
• Why have I received the wrong issue(s)?
• What should I do if I receive a damaged issue?

• How do I cancel my subscription?

  You have the option to 'freeze' your subscription for 1, 2 or 3 months, which can be done via your customer account area. No payment will be taken during this time and no despatches will be sent to you. Once your freeze period has ended, your subscription will continue as usual.
  
  Alternatively, you can cancel your subscription at any time giving 28 days’ notice. This can be done via your customer account area, or you can contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference.

• How do I return an issue?

  If you subscribe and decide for whatever reason not to keep a received issue, you must send it back unopened within 14 days following the receipt of your despatch to the following address:
  
  mda Swift Park
  Old Leicester Road
  Rugby vCV21 1DZ
  
  Please include your subscription number with your parcel. A parcel kept more than 14 days means acceptance and any invoice should be paid promptly.

• Why have I received the wrong issue(s)?

  We will replace all your issues with the correct copies. In order for us to arrange for a replacement, please contact our Customer Service Team.

• What should I do if I receive a damaged issue?

  We replace any damaged issues free of charge. Just send us back your damaged issue and contact our Customer Service Team. It might be also a good idea to mention the problem to Royal Mail.

Other

• How can I get back issues?
• I cannot find copies in the shops – what do I do?
• Can I check my subscription status online?

• How can I get back issues?

  Back copies are available on our online shop, www.hachettepartworks.com - subject to availability.
  
  Alternativley, you can order back copies by contacting our Customer Service Team. Please note that it can take up to 28 days to deliver your back copies from receiving your request.

• I cannot find copies in the shops – what do I do?

  You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you, buy copies on our e-shop or contact our Customer Service Team.
  
  Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!

• Can I check my subscription status online?

  Yes, you can now access your subscriber account online. You will need to register to access your collections and this will only take a few moments.
  
  You will be able to see the following information: check to see which issues and free gifts have been sent to you and when, check what you have paid for and see if there is any outstanding amount, add new subscriptions to your account.

Stock

• Will you restock out of stock items?

• Will you restock out of stock items?

  Where possible, we will restock our online shop. Please note that our subscribers take priority. It can take up to four weeks for us to receive news on the availability of an item; please contact our Customer Services Team and we will contact you soon as this item is available to order.

Delivery

• Will I receive an order confirmation?
• Is my order tracked?
• Can I order to an address outside of the UK?
• What are your delivery methods and costs?

• Will I receive an order confirmation?

  Yes, you should receive an email within 24 hours of placing your order.
  
  If you need to contact the Customer Services Team regarding your order, please quote the order number provided on the email.

• Is my order tracked?

  We don't currently offer a tracked delivery service.
  
  You should receive your order within 7 working days (Monday-Friday, excluding bank holidays). Please contact the Customer Services Team if your parcel hasn't arrived in the allotted time.

• Can I order to an address outside of the UK?

  Unfortunately, we do not deliver shop orders outside the UK. If you live in ROI and would like a back order, we suggest asking your local newsagent.

• What are your delivery methods and costs?

  We offer standard delivery on all orders, delivery within 3-7 working days (Monday-Friday, excluding bank holidays), at the price of £2.50 per order. Spend £30 or more to get FREE postage!
  
  All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts, magazine binders, or storage boxes may be too large to fit through letter boxes. If Royal Mail has attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a ‘We tried to deliver’ card which should have your sorting office contact details on it.

Returns

• How do I return an item?

• How do I return an item?

  If you are not satisfied with a delivery, you have the right to return it within 14 days from the day you received it. Simply inform us of your decision by email, telephone, or by sending us the returns form available here.
  
  You may send us back the items, at your own cost, without giving any reason and without any penalty and we will refund you. As soon as we have registered the return of the dispatch, your refund will be processed. Please bear in mind that this can take up to 14 days after we have received your return. The dispatch must be returned, sealed, with the despatch label, where applicable, to the following address:
  
  Hachette Partworks Shop
  mda Swift Park
  Old Leicester Road
  Rugby
  CV21 1DZ

Other

• How can I get back issues?
• I cannot find copies in the shops – what do I do?
• Can I cancel my order after I have placed it?
• Can I manage my shop orders online?
• I have received the wrong item(s). What should I do?

• How can I get back issues?

  Back copies are available on our e-shop, www.hachettepartworks.com - subject to availability.
  
  Alternativley, you can order back copies by contacting our Customer Service Team. Please note that it can take up to 28 days to deliver your back copies from receiving your request.

• I cannot find copies in the shops – what do I do?

  You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you, buy copies on our e-shop or just contact our Customer Service Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!

• Can I cancel my order after I have placed it?

  Unfortunately, orders cannot be cancelled once they have been placed. If you no longer wish to keep your order, please return it within 14 days of receipt, making sure to include your name and order number.

• Can I manage my shop orders online?

  Yes, you can now see your order history via your online account area.

• I have received the wrong item(s). What should I do?

  We will replace all of your issues with the correct issues. In order for us to arrange a replacement, please contact our Customer Services Team using the contact form below. Please include your name and subscription reference.

General

• I'm having problems signing in/have forgotten my password. What can I do?

• I'm having problems signing in/have forgotten my password. What can I do?

  Firstly, please make sure you have registered for an account. Subscribing to a collection will not automatically create an account for you.
  
  If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you first registered with us.
  
  If you can't remember your password, simply select the "Forgotten Password" link and follow the steps to set up a new password.

My subscription(s)

• Viewing my subscriptions
• Other

Subscriptions

• Replacements, returns and cancellation

Other

• Why can't I get through on the telephone number given?

• Why can't I get through on the telephone number given?

  We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please click below to contact our Customer Services Team.

Website Errors

• I cannot access some of the website pages. What can I do?
• I'm having problems signing in/have forgotten my password. What can I do?

• I cannot access some of the website pages. What can I do?

  It may be a temporary problem, so please click refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please get in touch with our customer services team using one of the methods on the contact page.

• I'm having problems signing in/have forgotten my password. What can I do?

  Firstly, please make sure you have registered for an account. Subscribing to a collection will not automatically create an account for you.
  
  If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you first registered with us.
  
  If you can't remember your password, simply select the "Forgotten Password" link and follow the steps to set up a new password.