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Delivery and Availability


Availability

When a product is placed in your shopping basket, the screen will refresh and details of stock availability will be displayed beneath the product title information:

  • Available immediately
    - This is an electronic product available to download immediately from a link provided on your order confirmation screen.
  • Available to order
    - An order may be placed for this title - it is either out of stock or reprinting and will be dispatched when stock becomes available.
  • Black and white copy: 1 - 3 days
    - A copy of this title will be printed in black and white by TSO upon your request. The binding method will vary from publication to publication. This title is usually dispatched within 1-3 working days.
  • In stock: 1 - 2 days
    - This title will be dispatched within 2 working days.
  • Not available to order
    - This product is not available to order online. Please contact our dedicated customer services department e-mail esupport@tso.co.uk.
  • Not yet published: available to order
    - This product is not yet published. However, you can place an advance order for this product which will be dispatched as soon as it is published. Please note that publication dates given are estimates only and may change without notice.
  • Not yet published: notification of publication available
    - This product is not yet published and an advance order cannot be placed. However, you can request to be notified by e-mail as soon as it is published. Please note that any publication dates given are estimates only and may change without notice.
  • Out of Print: but may be available to order
    - This product is out of print but may be available to order as a black and white photocopy of the publication. Price and availability can be confirmed by our photocopy department email photocopy@tso.co.uk

UK standard delivery
Customers are advised to use DPD Express 48 if they require a tracked service. Please note that all DPD Orders will need to be signed for. If a parcel cannot be signed for when delivered to a flat in a shared building, for security reasons it may not be suitable to leave a card to rearrange delivery.

Method Delivery time Price
UK standard surface mail 2-3 working days Standard charge - 3.75*

International standard delivery
As standard all orders are sorted via DHL Global Mail and dispatched by the economy service of the country of destination (with no tracking) see below for approximate delivery times:

Method Delivery time Price
EU DHL Global Mail 8-11 working days Standard charge - 3.75*
Non EU - Europe DHL Global Mail 8-11 working days Standard charge - 3.75*
Middle East DHL Global Mail 11-15 working days Standard charge - 3.75*
North America DHL Global Mail 11-15 working days Standard charge - 3.75*
Central and South America DHL Global Mail 15-22 working days Standard charge - 3.75*
Africa and Asia DHL Global Mail 15-22 working days Standard charge - 3.75*
Far East and Australasia DHL Global Mail 15-22 working days Standard charge - 3.75*

*Please note: on the publishers' request standard carriage and handling for their publications can be charged at higher or lower rates.The ITIL Lifecyle Publication Suite has set carriage options of 7 to anywhere in the UK, 35 to anywhere in Europe, 50 to the rest of the world (these are high value items so must be sent recorded and tracked). Where products are added to the shopping basket with different specified standard carriage and handling rates the higher rate will be charged.


Overseas deliveries
As standard all orders are sorted via DHL Global Mail and dispatched by the economy service of the country of destination (with no tracking) see above for approximate delivery times. For TSO publications you can, however, select special delivery options: see 'Special delivery options for dispatch to a non-UK address' below for more information.


Special delivery options for dispatch to a UK address
Only available for TSO publications. If you have one or more TSO publications in your shopping basket you will be able to select a special delivery option for the TSO item(s). For orders dispatched by a special delivery option the delivery charge will be calculated according to the weight of the order.

Method Delivery time Price
DPD 10:30 If ordered before 12.30pm it should arrive by 10:30am on the next working day* 27.50 for first 10 kgs, 1.30 for each additional kg (excl VAT)
DPD 12 If ordered before 12.30pm it should arrive by 12 noon on the next working day* 19.50 for first 10 kgs, 1.10 for each additional kg (excl VAT)
DPD Next Day If ordered before 12.30pm it should arrive by 5pm on the next working day* 10.46 (inc VAT) for under 20 kgs, 10.46 (inc VAT) for each additional 20 kgs
DPD Two Day If ordered before 12.30pm it should arrive within two working days* 4.75 (excl VAT)

*Customers in parts of Northern Ireland and the Scottish Highlands may need to allow an additional working day for delivery.

Special delivery options for dispatch to a non-UK address
Only available for TSO publications. If you have one or more TSO publications in your shopping basket you will be able to select a special delivery option for the TSO item(s). For orders dispatched by a special delivery option the delivery charge will be calculated according to the weight of the order.

Method Delivery time Price
DHL International 1-8 working days 55.00* for first 500 grams, 4.00 for each additional kg (excl VAT)

*Please note: on the publishers' request standard carriage and handling for the ITIL Lifecyle Publication Suite has set carriage options of 35 to anywhere in Europe, 50 to the rest of the world. Where products are added to the shopping basket with different specified standard carriage and handling rates the higher rate will be charged.




When will I receive my order?
If the publication is in stock at time of ordering it will be dispatched within 24 hours. If you place your order after 12 noon on a Friday (or after 12 noon on the day before a Bank Holiday) your order will be dispatched the next working day. The total delivery time is equal to the sum of availability of the title and dispatch time, e.g. if availability is 2-3 days and dispatch time 1 day, the total delivery time will be 3-4 working days.

If after the expected delivery time you have not received your order, please contact our eSupport Customer Service Team, email: esupport@tso.co.uk or telephone: +44 (0)333 200 2425.

All goods lost in transit will also be replaced at no extra cost if notification is received by TSO, by telephone or writing, within 28 days of the date the original order was received by TSO or the date of publication of the goods, whichever shall be later.

Please note that any orders for non-TSO publications not fulfilled within 90 days will automatically be cancelled. You will be notified by email in this instance.

How can I track my order?
If you selected DPD Next Day, DPD 12, DPD10 or DPD Two Day as your delivery method then it is possible to track your order. As soon as your order is dispatched by DPD you can view your tracking number in the 'Your Shop Account' section of the International Best Practice Shop. Simply select 'order status' and there should be a link to the details of your parcel on the DPD site: www.dpd.co.uk. If the link doesn't immediately work you may need to copy it and paste it into a new browser.

Please note that there may be a slight delay between customers having access to their tracking number and DPD updating their site with tracking details.

Please also note that of the international special delivery options listed above, only DHL International is a tracked service.

Grouping your items for delivery

Some of the items in your order may be available before others. When this happens we will send you the available titles as soon as possible and dispatch the remaining publications as soon as we receive them in our warehouse. We will only charge you for carriage and handling on the first delivery. All other packages from the same order will be delivered free of charge.

Changing your delivery option

At the foot of your shopping basket screen click on the drop-down list entitled 'Change your carriage type', make your selection, then click Update. The carriage option you have chosen will now be displayed next to each TSO item in your shopping basket. Please note: a different delivery option cannot be requested after an order has been confirmed.

VAT on delivery

If an item in your shopping basket attracts VAT, your carriage and handling charge will also be subject to VAT. Special delivery options are also subject to VAT.

Cancellations

Where You are a Consumer, and entitled to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, You may cancel Your Order without giving any reason by notifying us in writing (or by email - esupport@tso.co.uk) within 14 calendar days from the date of receipt of the Goods.

TSO's acknowledgement must be sought before any goods are returned for credit, e-mail esupport@tso.co.uk.

Returns Policy

We will replace at no extra cost to You, any Goods which in Our reasonable opinion have been lost in transit provided that You notify us by telephone or in writing if the Goods fail to arrive within 28 days after the anticipated delivery date.

TSO's acknowledgement must be sought before any goods are returned for credit. Customer Services telephone number: +44 (0)333 200 2425, fax number: +44 (0)333 202 5080, e-mail: esupport@tso.co.uk.

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