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Paying for your order


 

Invoice

If you select the invoice option during the checkout process, you will be sent a 28 day invoice after you have received your order. If you use PO numbers, you will be asked for this during checkout. You can pay the invoice by cheque or bank transfer. Please call us on 07532 214 432 if you wish to pay by bank transfer or email us for details.

Credit cards Credit card logos

Sorry, we no longer offer credit card payment due to low customer demand for card payments

 

Try before you buy


 

You can download a full PDF of any of the publications by downloading the sample PDF, using the button on the right hand side of the page, or have a look at a selection of inside pages by clicking on the thumbnails at the top right of the page, which will open in a pop-up-window. Depending on stock levels we may be able to send you a sample publication by post. If you require samples please contact us.

 

Ordering Publications


 

Order online

Adding publications to your basket

To order publications you must 'add to basket' as you are browsing the Substance Shop. the default quantity is '1', you can change this before you add the items to your basket. Each time you add items you will be shown what's in your basket and be given the opportunity to alter the quantities or remove items. The cost of your order is re-calculated automatically. If you click the 'continue' button you can add more items to your basket. If you click 'checkout' you will start the purchase process.

Viewing/editing your basket

You can view your basket and edit your order at any time by clicking 'shopping cart' at the top of the screen.

Ordering stock in your basket

First time customer

If you are a first time customer you should subscribe to the website before you try to purchase items. This is so we can send you an activation email which you must click to confirm your account (this can sometimes end up in your spam or junk folder, please check if you think you have not received one from us). It is a quick and simple process which turns on all the features on your account and enables us to dispatch your order correctly.

Returning Customer

If you have already subscribed to the website, please log in, add the items you require and start the checkout process. 

Completing the checkout process

During the checkout process your details will be presented to you to check if they are up-to-date, at which point you can choose to confirm or alter the billing and delivery address. As you continue the process you can choose to include a PO number in your order which will be included on your invoice. You will also be asked to approve the postage and packing costs, which are based on the weight of the total delivery.

You will automatically be shown confirmation of your order and the final cost on screen, before you confirm  the order and log out. We will also send your order details by email.

Order by email

If you would prefer not to use the website for ordering publications you can email your order to us at info@substance.org.uk

Order by phone

If you would rather order by phone, you can call us on 0151 703 2317 to place your order.

Order by fax

Our fax number for orders is 0151 707 9625.

 

Using the 'Add to wishlist' feature


 

This feature allows you to add items to your wishlist page, which has a link that can be can be sent to your colleagues or purchasing department. You don't have to be registered or logged in to use the wishlist feature.

It is a simple process:

  1. Simply find the publications you require and click 'add to wishlist'. You can remove items from the wishlist and change quantities, by clicking the 'up-date wishlist' button.
  2. Just below the 'up-date wishlist' button, is a 'Your wishlist URL for sharing' address. Copy this address and send it to your colleagues or purchasing department. The address can be pasted into the address bar of any browser and will take them straight to the items you have added.
  3. To purchase the items, click on the item title in the wishlist and then go through the normal checkout process.

If you have cookies switched on in your browser (see your browser preferences), your wishlist  page will be stored until you return to the Substance website. Just click on 'wishlist' at the top of the screen.

 

Cancelling Orders



Most orders you place on Substance website enter the shipping process fast so we can get your items to you as quickly as possible.

If you wish to cancel the order before it has shipped (you can check this by logging into your account) please email us with your name and order number.

If your order has already shipped, you'll need to refuse delivery or a return the items to us. This must be done within 14 days of receiving the order. Please email us with your name and order number and we will arrange to have the items picked up.



Receiving a Refund



If you have paid by credit card we'll request a refund after we receive and process your return.  If you have chosen to receive an invoice we will issue you with a credit note.

For items returned to us expect your refund within 4 weeks of giving your package to the return shipper (though in many cases you'll receive the refund sooner).
This time period includes:
    •    5 to 10 business days for us to receive your return from the shipper
    •    3 to 5 business days for us to process your return
    •    The time it takes your bank to process our refund request.


We'll notify you via e-mail of your refund once we've received and processed the returned item.
If the return and refund do not appear in Your Account within 4 weeks from the day you sent us your return, please e-mail us for help.
 

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