We hope the answers to frequently asked questions below will help you to find your way around our site. If you have any problems, or if you fail to find a product or are unable to process your order to completion, please click on CONTACT US above.
How do I search for a product?
Choose one of the following options:
Option 1 / Go to PRODUCT SEARCH in the left-hand column and enter the title of the product. Ensure that the words ALL PRODUCTS are shown in the drop down box. Then click SEARCH NOW.
Option 2 / Go to OUR CATALOGUE in the left-hand column to look at a particular range of products. Click on the group you are interested in viewing.
Option 3 / Click on one of the product groups listed across the top of the web page.
These options take you to either a product group or an individual product. At this stage click on either the product listed in the left-hand column or the picture which interests you. When viewing a product, you have the option to click on either the picture or the sub-title to see more information and a larger picture. You can always view another product within the range or within another group by clicking on the menu on the left.
How does the shopping bag work?
There are three steps to using the shopping bag.
Step 1 / ADDING A PRODUCT TO THE SHOPPING BAG
Whenever you find a product you want to buy, click on the ADD TO MY BAG button under the product details. (You can always cancel your order or change the quantity later.)
Step 2 / BUYING THE PRODUCTS IN YOUR BAG
You can buy the products in your shopping bag at any time. To do this, click on VIEW MY BAG, or click on the CHECKOUT button in the left-hand column. You will be taken to the bag with all the products you have put into it. Here you can change the quantity against each item, or remove an item you do not wish to purchase.
Step 3 / HOW TO CHECKOUT
Click on the GO TO CHECKOUT button. You will be asked for your name, address, postcode, telephone number and e-mail address. Click CONFIRM ORDER to proceed. This will take you through to the Order page. This shows your shopping bag again and a series of boxes requesting personal details. To proceed further you will need to complete these boxes, unless they are marked optional. If you fail to complete a mandatory box, you will not be allowed to proceed further. Instead, the incomplete box will be highlighted in red, so you can see what is missing. Once you have filled in everything, click on CONTINUE to take you to the Final Check screen. This shows where the products are to be delivered to, your payment method and the total value of your order, including carriage. If you are happy that everything is correct, click on PLACE THE ORDER AND CHARGE AS SHOWN. This is the point at which the order goes through and is confirmed by the next page you see. You will receive an e-mail confirmation that your order is being processed.
What are my payment options?
There are two ways in which you can pay for goods bought on our web site.
Option 1 / Payment by credit or debit card
We accept Visa, MasterCard and Switch. When confirming your order, you will need to fill in your card number, the name and address of the cardholder and the expiry date. For Switch cards there may also be a start date and issue number. If your Switch card has neither of these, leave the fields blank.
Option 2/
If you do not wish to send details on the Internet, print out the Shopping Bag page and post or fax it with a cheque or your credit/debit card details to the following address:
Pauline Books & Media
Middle Green
Slough
SL3 6BS
England
Telephone: UK 01753 577629 Overseas +44 1753 577629
Fax: 01753 511809 Overseas +44 1753 511809
Email: marketing@pauline-uk.org
Cheques should be made payable to Pauline Books & Media.
Can I return products I have ordered?
If you are not satisfied with your purchase, goods can be returned, provided that you contact Pauline Books & Media at the address above or by e-mail at marketing@pauline-uk.org We can only accept a return of goods if you make a claim within 7 days of receiving them. Credit will only be given if the goods were damaged during delivery, or are faulty or are returned in a saleable condition.
How are refunds made?
If we need to make a refund to you, it will normally be in the form of a credit to your debit or credit card account. Where payment has been made by cheque, the refund will also be by cheque.
Are there likely to be price increases?
Sometimes we receive unexpected price increases from suppliers or publishers. If this happens we will not complete your order without first agreeing the new price with you.
Can I speak with a live person rather than a computer?
Yes. Phone 01753 577629 between the hours of 9.30 and 5.00 Monday to Friday, and we will be pleased to help you.
Can I order by fax or phone?
Yes. Order by fax on +44(0)1753 511809 or during the hours 9.30 to 5.00pm by phone on +44 (0)1753 577629.
Can you guarantee information security?
Placing orders or accessing your account information is all done via a secure server which encrypts all the information you input, so that all the customer data we collect is protected against unauthorised access. Your credit card and other personal details are consequently secure.
Can you guarantee my privacy?
As a Christian organisation and a registered charity, we are committed to protecting your privacy. No other information about you or your purchases will be communicated to anyone outside Pauline Books & Media.
What information do we retain?
When you place an order, we need to know your name as it appears on your credit or debit card, your e-mail address, your home or mail address, your credit card number and its expiry date. If you do not wish us to keep this information, notify us by e-mail at any time, and we will delete the details immediately.
Will we disclose any customer information to third parties?
No. Pauline Books & Media promises that it will not communicate any personal information about customers to third parties.
What is our policy for trade customers?
Please click on TRADE above for the information you require.
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