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Help/FAQ

Need help?

Our team are available from 9am to 4.30pm Monday - Friday

  Email

customerservices@peters.co.uk

  Call

0121 666 6646

  Write

Peters Ltd
120 Bromsgrove Street
Birmingham
B5 6RJ

FAQs

  • Book orders
  • Delivery
  • Returns
  • Account
  • Baskets
  • Furniture orders
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.

Do you deliver 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 before you commit your order, and one of our team will be in touch.

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.

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 ‘View my 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’.

How will my furniture be delivered?

To make sure that your furniture arrives safely, we sometimes have to deliver on pallets. You can give us a call to check whether this will apply to you.

Our carriers are very helpful but due to various restrictions they can only deliver to a ground floor location, so you may need to have someone on hand to move the items to their final destination.

If we are installing the furniture in your library our fitters can do all of the heavy lifting for you, and we will discuss this with you when the booking is made.

Will there be a delivery charge?

If you live on the mainland of England and Wales all deliveries are free; that’s the same for most of mainland Scotland too. If you are elsewhere, don’t worry, we can still deliver to you but there may be a charge. Give us a call and we’d be happy to give you a quote.

What happens if an item of furniture is damaged?

If you receive a damaged item, let us know within 48 hours of receipt and we’ll sort it out, just give us a call or send an email to furniture@peters.co.uk. If you are able to send us photographs of the packaging and damaged items, this will help too.

Is my furniture covered by warranty?

We want you to enjoy your furniture for as long as possible and the majority of our wooden items are covered by the manufacturers' five year warranty. Our craftsmen and women know their stuff so this shouldn’t be a problem, but if you’re not happy with the quality, please let us know.

Our soft furnishings comply to UK Fire Safety BS5852 and we’re happy to guarantee the fabric and manufacture of all products against reasonable wear and tear for a period of one year from the date of purchase.

Polystyrene beans will flatten over time through prolonged usage and topping up your bean bag may be necessary. Bean bag filling is available at a very reasonable cost.

Can I order furniture from you as a private individual (rather than a school or educational establishment)?

Yes. However please note that any individual purchases must be made via credit or debit card, and that VAT will be added to the prices stated in the catalogue.

Do prices include VAT?

All prices are exclusive of VAT, which will be added at the rate of ruling on the date your order is despatched. Prices are current at the time of going to press, however changes may occur due to circumstances beyond our control (e.g. import duties).

Can I request a refund?

The majority of our furniture products, such as wooden items and seating, are specially manufactured for you when we receive your order, and therefore are non-refundable. If you have a query about returning an item, please get in touch.

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