If you are puzzled about something on the JS Group website, then perhaps the following Frequently Asked Questions will help you out. If you require further assistance, please get in touch with us via our Enquiry Form.>

These FAQs are aimed at helping you to search for and purchase products from our site.

The website doesn't display correctly - what do I do?

This could be a browser issue. The website has been tested on various browsers and platforms, but older versions of Firefox in particular may cause the home page to appear incorrectly. If you are using Firefox, we recommend upgrading to the latest version from the official Firefox website (a free download).

Availability of the product is listed as Not Yet Published or Out of Stock - can I still order?

Yes, simply order as usual and we'll despatch your order just as soon as the book is published or the item is available. Please bear in mind that the publication date listed on our site is the latest information we have from the publisher, and that this date may change.

Where orders are placed for more than one item including some which are currently available and some which are Not Yet Published or out of stock, we usually send the available items immediately. You will not be charged any additional postage for this service. In some circumstances we may feel it is better to wait until all items are ready for despatch, and in this case we will contact you for instructions.

Are all products listed on your website held in stock ready for despatch?

We list the full range of book titles available in the UK and a huge number of books listed are held in stock ready for despatch the next working day after you place your order. However, inclusion of a title on this website does not guarantee that we have a copy in stock - some titles have to be ordered in from the publisher before despatch. The 'availability' status on the website is the latest information we have from the publisher regarding their stock (e.g. In Print, Not Yet Published, Reprinting). Please note that we also indicate current stock levels against each title which are available from our warehouses.

Items not in stock will be ordered from the publisher or distributor. UK publishers and suppliers typically take around 7 working days to deliver (although this can vary considerably for smaller publishers), and we will despatch your order to you by the working day after receipt. If the product is unavailable for any reason we will tell you once we have the information from the supplier. Where a book needs to be ordered from overseas it may be subject to further delay.

Should we receive an order for an old edition of a book that is no longer available the order will be cancelled and we will do our best to provide the ISBN of the current edition so you can place a new order.

Note: All products are ordered subject to availability. Electronics especially (tablets, laptops, cameras etc.) can go out of stock without notice. If this happens we will do our best to let you know as soon as possible.

I have a JS Group website account but have forgotten my password - what do I do?

If you have previously set up an account but are unsure of your password, when logging in enter your e-mail address but leave the password field blank and click on the Forgot Password button - this then gives you the chance to request a new password by clicking on the Send Password link. A randomly-generated password will be sent to your registered email address. Once you use this to login you can change this to your own choice of password by going to the Edit Your Details screen.

I can't find the product I want - what do I do now?

Try a keyword search using the search box, if that fails then please get in contact and we'll do our best to find it for you.

How can I pay for products?

You can pay in any of the following ways:

• Send your credit or debit card details over the Internet securely using SSL encryption.
• This is the preferred method of ordering and we accept PayPal, Visa, Mastercard, Visa Debit, American Express, Eurocard and Maestro.
• We also accept Bursary / Scholarship payments for students at our partner institutions.
• Gift Voucher codes should be entered at Checkout exactly as provided on the card or in the email.
• Unfortunately we cannot accept Diners Club cards on this site.
  

How can I return an item?

Click here for our Returns Policy

How can I cancel an order or part of an order?

If your product or order has not yet been shipped you can request a cancellation by logging into your account, going to "Your Account" > "View Your Orders" and then click on the order reference number. Once you have opened the order you wish to cancel, there will be a cancellation request button for you to use.
(Cancellation Request button is for items not yet shipped. The Returns Request button is for returning items you have received.)

We will respond to your cancellation request as soon as possible.

Please note: Sometimes a cancellation request will not be successful if the supplier is unable able to stop the parcel from being despatched. If this the case, and a cancellation request was submitted before the goods were shipped, we will be happy to cover your return postage and issue a full refund on the return of the item, provided that it is returned in the original condition. If you receive and open the product you have requested a cancellation for, the goods will then be considered for return under the "Change of Mind"/"Unwanted" Returns Policy.

Bespoke/Customised products cannot be cancelled once the order has been placed.