Help/FAQ

Your Information

Here at Carlton Publishing Group, we respect your privacy and want to ensure your wishes are carried out in terms of the use of the information that you supply us with when using this website.

When you place an order with us, we need to know the following pieces of information:

  • Your name
  • Your e-mail address
  • The delivery address
  • Your credit or debit card number
  • The card's expiry date
  • Your telephone number

This information allows us to process and fulfil your orders and to notify you of the status of your order. We ask for your telephone number so that we are able to contact you speedily in the unlikely event of there being a problem with your order. Please note that for some international orders, your telephone number may be given to our couriers.

How we use your information

Once you have provided us with the above details, we are able to use them to better understand your individual requirements and therefore provide you with a better service. Specifically, we use your information to aid you in completing your transaction, to communicate back to you, to update you on service and benefits and to personalise our web site for you.

Please note that credit card numbers are used for payment processing only and are not retained for any other purpose.

Carlton Publishing Group will not sell, rent or lease your personally identifiable information to others unless we have your permission (see below) or are required to do so by law.

We will not share your information with third party organisations.

We will not share your information with third party organisations.

Security

Whenever you place an order or access your account details you will be able to do so over a secure server. The secure server software (SSL) employs a process that encrypts all information you submit before it comes through to us. We adhere strictly to security procedures as required by the UK Data Protection Legislation, in storing and disclosing your details, to prevent unauthorised access.

Cookies

Cookies are small pieces of information that are stored by your browser on your computer's hard drive. They identify your computer to our server and allow us to record how frequently you visit the site and the areas you navigate within it. Most web browsers automatically accept cookies, but you can usually change your browser to prevent that. You are also able to check the cookie in your web browser to ensure that the information record is correct.

How does the Shopping basket work?

If you think you want to buy a book, click on the 'Add to Basket' button. (You can always take it out, or change the quantity later).

Buying the books in your basket

You can buy the books in your basket at any time. To do this, click on the 'View Basket' button and you'll be taken straight to the basket. It will contain all the books that you have selected in the last twenty four hours. Here you can change the quantity you want to buy for each item, or remove an item you don't want to buy. For more help on completing the order process, go to How to Checkout

Checking out for the first time

To go through the order process, you must click on 'View Basket'. If you have not put anything in your basket yet, it will tell you that the basket is empty. If you have put all the items that you want to buy into your basket, and you've adjusted the quantity and clicked 'Confirm changes to Basket' as appropriate, you're ready to buy.

So, click on 'Continue with Order'. If this is the first time you have ordered from this site, we will need to set up an account for you, so you will be asked for your email address, and then a password, which you are required to enter twice.

You will then get through to the order page, which will show you your basket again, and a series of boxes requesting your personal details. Unless boxes are marked optional, you will need to fill them in to proceed. After the first time you do this, the system will remember your details and you will not need to fill them in again.

Where it says 'Enter delivery details' you need to select a delivery option from the menu. There are different charges for each option, which you can check on the delivery help page

If you forget to fill in one of the mandatory boxes, you will not be allowed to proceed to the Final Check screen. Instead, the box or boxes you have forgotten to fill in will be highlighted, so that you can easily see what's missing.

Once your details are filled in correctly, click on 'Continue'. This will take you to the 'Final Check' screen, which shows your confirmed order, its total value including postage and packing and your chosen payment method. If you're happy with the details displayed on this page, click on 'Place the order and charge as shown'. The next page you see will confirm that your order has been placed. You will also receive an email confirmation, (usually within the next few hours).

After the first time...

The order process gets easier after the first time. You will need to click on 'View Basket' and then log in with your email address and password (you set this the first time you ordered from the site). If you can't remember your password, click on 'Email me my password' Your password will then be sent to you by email immediately.

When you reach the Order page, all your details will be shown in the relevant boxes. All you need to do is select a shipping option for your new order, click on 'Continue', check all the details, and if they're correct click on 'Place the order and charge as shown'

How does my account work?

Once you have set up an account by ordering a book, your account details will be kept securely on our system, and they are accessible to you (and you only, other than Carlton staff involved in processing your order and who may need to contact you) at any time. All you need to do is click on 'Your Account', and then log in by entering your email address and password. If you have forgotten your password, click on 'Email me my password'. In the Account Page, you can edit any of your account details. After you have made any changes, click on 'Confirm my Account Details'

What are my payment options?

You have several different payment options, as follows:

By credit or debit card

We accept the following cards:
Visa
Mastercard
Switch/Maestro

As well as card type, you will need to fill in your card number, name and address of the cardholder, expiry date, and, if there is one, start date and issue number. (NOTE: Some Switch cards may not have a start date or issue number. If yours doesn't, don't worry, simply leave this field blank)

Or you can order by phone or fax:
Telephone: 0141 306 3100
Fax: 141 306 3767 (please give your telephone number so we can call you back)