General FAQs
1) Why is my account picture displayed in the incorrect orientation?
Avatar pictures will only be uploaded correctly if they have been taken in portrait view, otherwise it will appear in landscape view. When updating your avatar, make sure none of your other account details have been amended as these will also get updated.
2) How can I order replacements?
Please visit the 'Replacement Request' page under the 'Resources' section of the navigation menu, and complete the replacement request form. Please note that you must be logged in to view this page.
3) How do I apply a promotional code?
On the basket page, enter a promotional code into the box labelled 'Promotional Code' above the list of items in the basket. If successfully applied, the code will be displayed below the box.
4) Can I use your product images on our website, LMS, marketing campaign, etc.?
Yes, you may use our cover images of book titles and products for promotional use. Please contact us if you would like the files in high resolution.
5) How do I create an account for your website?
Please click on the register button in the top right hand corner of the page, and complete the contact form. Please note that accounts are strictly for library customers only, and your details will be validated before an account is created.
6) How long does it take to create an account?
We aim to have your account live within two working days of your application. Please note that our office hours are 8:30-17:00 Monday to Thursday, and 8:30-15:45 Friday. Our offices are closed on all UK national and bank holidays, as well as between Christmas and New Year.
7) How can I contact you?
You can contact WF Howes Customer Services team by either clicking on the 'Contact Us' option which is under the 'About' menu option or Email [email protected] or call 01664 423000.
8) How much do you charge for delivery?
We do not charge for delivery for our orders.
9) How do I setup or change our servicing details?
You will have to contact WF Howes Customer Services team to change servicing details. Click on the 'Contact Us' option which is under the 'About' menu option or Email [email protected] or call 01664 423000.
10) How do I add, update or remove billing and shipping addresses?
You will need to contact the WF Howes Customer Services team to update or remove a billing /shipping address. Click on the 'Contact Us' option which is under the 'About' menu option or Email [email protected] or call 01664 423000.
11) How do I create an account for a collegue in my organisation?
Only users who are Library Administrators can setup new users.
- Login using your user credentials.
- Click on the 'My Account' menu option which is located on the page header.
- Click on the 'My Library' menu option.
- Click on the 'Manage Users' menu option which directly below the heading 'You Library'.
- Click on the button 'Add New User' to create a new user.
- Complete the registration form and submit.
- Edit and add the roles to a user by selecting the tick boxes which are adjacent to the users name.
12) What debit and credit cards do you accept on your website?
We accept the following debit and credit cards.
- VISA
- VISA Electron
- DELTA
- MasterCard
- Maestro
13) How do I setup EDI for my account?
- You will need to login using your user credentials.
- Navigate your mouse so that it is floating over the 'About ' menu, then select the 'EDI Request' option which is directly below the 'Contact Us' menu.
- Complete the EDI request form and submit.
14) How do I change or cancel an order once placed?
You will have to contact WF Howes Customer Services team to cancel a website order.
Click on the 'Contact Us' option which is under the 'About' menu option or Email [email protected] or call 01664 423000.
Why isn't the standard library discount of 10% applying to all items in my basket?
15) The standard 10% library discount applies to all items except eBooks.
- If a Promo Code discount is also applied to a basket/cart and it is greater than the 10% library discount. Then only the Promo Code discount will be applied.
- If a Promo Code discount is applied to ta basket/cart and is less than the 10% library discount. Then only the 10% library discount will be applied.
16) Up and down arrows are not appearing next basket/cart symbol?
The up and down arrows will appear when you float the mouse over the no. next to the basket/cart symbol.
17) What do the Business Terms in the Advanced Search mean?
Business terms define how many users can check out an item at any one given time and the no. of times the item can be checked out before it expires from customers site.
18) How do we update/add our billing and/or shipping addresses on the new website?
- You will need to login using your user credentials.
- Click on the 'My Account' menu option.
- Click on the 'View My Account' button which is below the User Profile.
- Click on the 'Billing Information' or 'Shipping Information' menu option. These are below the 'Your Account' heading.
- Scroll down to the bottom of the page on either of these pages and click on the 'Request Change' button.
- Complete the request to change address details form.
- Click on the 'Submit' button to register request.