Availability & Pricing
If you have a book on the website does that mean it is in stock in YourCompany?
We have a variety of availability messages. Each one will specify the stockholding at our Flagship branch at YourCompany Rd in London, but other branches are not listed. Although we have a massive stock holding, we cannot stock the 1.4 million titles currently in print that are offered on the website.
"In stock at our warehouse" means that we can access the stock within 48 hours but it is not in the YourCompany store unless that is specified.
"Available to order" means that the book is listed by the publisher as in print but we will not know until we contact them whether they have stock to supply.
"In stock at YourStore for collection" means that the book is available at the present time. However, please note that where a low quantity is showing, or at very busy times, especially in the run-up to Christmas, books can sell out very quickly and availability cannot be guaranteed.
If you are unsure whether the title you require is in stock or not, please contact us and we will check. If the book you order is temporarily out of stock we will place a special order for you and will contact you by email as to how long delivery time will be. If you are unhappy with the length of time you may cancel at this point.
About our Prices and Bibliographic Information
Our prices and bibliographic data come from a specialist provider fed by the publishers. While every effort is made to ensure the accuracy of the information, there may sometimes be errors, for example, in publication dates or prices, often the result of a late publisher change which may not have been fed through to our data providers. We also endeavour to match any in-store offers on the site, although occasionally you may find small variations between in-store and online prices. If you would like to query the price, publication information or other aspect of a title in our database, please contact the Customer Services team.
How do I start shopping?
When you have located the item you wish to purchase, simply click the 'Add to Basket' button, you will then be directed to your 'Basket' page. If you wish to add more items please select the 'back' option either on the browser or on the web page.
You will be directed to our secure pages, where you will need to enter your email address and payment details etc, before we can process your order.
As you add or remove items the price will change, the TOTAL price includes the value of the items. The price of post and packaging depends on where you are and how many books you are ordering. Please select the post and packing relevant to where you live.
If you are happy with the items and the price in your trolley, click the 'Continue' button.
Can you deliver books to anywhere in the world?
Yes we can. The postage and packing charges will be different, so please chose the correct one for the area to which you wish the book to go. If you are unsure then just email the Customer Services Team on orders@YourCompany.com or telephone us on 01 2345 6789 and we will tell you the correct amount of postage.
If you would like a book couriered to arrive at a particular time, please state this in your order, using the gift message section. We will then work out a competitively priced charge specific to your order, for you to approve in advance of shipment.
Can I order online but collect from one of your stores?
Yes, you can collect from our YourStore shop. All orders placed online will be charged at the online price whether you have the item delivered or you collect it. If you are paying online but wish to collect from YourCompany at YourStore , please allow 24 hours between purchase and collection. This is to allow us to process orders placed whilst the store is closed. (Sorry, but this facility is not yet available at our other stores.)
To get your book, please go to Customer Services in the basement. For same-day collections, please reserve the book directly with the store on 012 3456 7890 or email orders@YourCompany.com . Please note the price charged when using this method will be the instore not the online price.
What is the reference number on my order?
This is your unique number relating to your order and should be used in any correspondence with the YourCompany Customer Service team as it means we can identify immediately which order you are wishing to discuss.
Can I change the delivery address for my order?
If you are using the standard order method you will be asked to confirm the delivery address for your order. If you are sending the order to someone else, then just fill in their details at this point. Use the gift message area of the form to give us any further information you would like to include about your order.
If your order is a present for someone, we will include a card, free of charge with any message on it, as long as you tell us what to say.
If you then change your mind or realise that you have forgotten to tell us that your order is to be delivered to someone other than you, please just email the Customer Services Team on orders@YourCompany.com or telephone us on 01 2345 6789. As long as your order has not been despatched we will be able to make any changes you require. Please quote your order reference number in any discussions with YourCompany.
Can I cancel my order?
You may cancel your order at anytime before it is despatched to you by emailing the Customer Services Team on orders@YourCompany.com or telephone us on 01 2345 6789. Please quote your order reference number in any discussions with YourCompany.
What happens if the order does not arrive?
In the event of dispatched items being delayed or lost in the post we will offer to replace or refund:
- 21 days after dispatch if the item was sent 2nd class, UK Royal Mail
- 14 days after dispatch if the item was sent 1st class, UK Royal Mail
- 21 days after dispatch if the item was sent Airmail, EU and Europe
- 21 days after dispatch if the item was sent Airmail, North America
- 35 days after dispatch if the item was sent Airmail, Rest of the World
What happens if the order arrives damaged?
Please notify us within 7 days of receipt or collection if you are unhappy with the condition of the goods. On receipt of the goods within 30 days of the sale date we will refund or re-supply as per you wishes. Please include information on the cost of the return so that we can re-imburse you for this as well as your original charge. Email the Customer Services Team on orders@YourCompany.com or telephone 01 2345 6789.
As with all computer systems errors are possible. Most are temporary issues caused by local networks, PC or Internet Service providers. However if you are able to elimate these possibilities or the fault is occuring over a long period of time then please make a note of any on screen message and contact us with as much detail as possible.
If you are in the process of placing an order and an error occurs do not worry, if we are unable to resolve this or it is outside of Your Company business hours we will place your order via other means at the online prices at the first opportunity. Your credit card information will continue to be kept securely.
If you have clicked Place Order Now on the Final Order Preview page when you have seen a message please see I am receiving an error/problem message. What does it mean? below as there are special messages for credit card transactions.
Are my details secure?
If you are new to the YourCompany website, you might be wondering if your details are secure. We'd like to assure you now that shopping this way is as safe as shopping anywhere else, if not more so. YourCompany runs a secure server software that encrypts all your personal information preventing it from being accessed or read by any third party. For your additional security, YourCompany has recently subscribed to the Verified by VISA (VBV™) and MasterCard SecureCode (MCSC™) schemes.
If you are still concerned about ordering online, see the section; Can I place my order with you by other means?
Verified by VISA (VBV™) and MasterCard SecureCode (MCSC™)
Will anyone else get hold of my details?
YourCompany will not pass your details to any third party. Your order is important to us and we would not want to jeopardise our relationship by bombarding you with unnecessary unsolicited emails. We might occasionally contact you with news of your order, new developments or special offers, just to keep you informed.
What are Verified by VISA (VBV™) and MasterCard SecureCode (MCSC™)?
VISA and MasterCard have created a higher standard of security for online card transactions. Currently, it is still up to the card holder to decide whether or not to sign up to this service. This new process is the online equivalent of the now familiar 'Chip and PIN' procedure used in shops and restaurants.
The service requires the card holder to record a password (and sometimes a personal message) with the card issuer that is not revealed to anyone else. Then on those websites that have enrolled with the service, at the point that the card payment is charged - or, in the case of YourCompany, authorised but not charged - the card holder is taken to the secure site of the card issuer and asked to verify their card details by confirming their password. When this is input correctly the card issuer authorises the card or charge.
You can find more information at the following Card Issuers' websites:
Why did YourCompany decide to implement this?
These verification processes provide an extra layer of protection for customers using credit cards online. As YourCompany takes customer card security very seriously, we want to provide the highest possible levels of security on our site.
Over time these new verification processes will become compulsory for all online merchants.
Do I have to use Verified by VISA (VBV™) and MasterCard SecureCode (MCSC™) once YourCompany has subscribed to it?
YourCompany does not require you to use this service. At this time signing up with your card issuer is voluntary. You will only be asked to enter your password if you have already signed up for this service. However, please note that if you have enrolled with the card issuer we cannot complete your order unless you successfully enter your password.
I don't remember enrolling for this but you are asking me to connect to my bank. What do I do?
You should contact your card issuer as their records indicate that you have enrolled and they therefore require you to use the service. You can use another card on our website that you have not enrolled.
What happens if I can't remember my password?
On the secure sites you are taken to during the process the card issuers offer a Password reminder service. If this is not successful you will need to contact your card issuer in order to use this card on our website and complete the order. There is also a Help Option on the Password entry page that the Card Issuer updates with help and contact details. You can use another card that you have not enrolled into VBV or MSC.
Once I use this service, does that mean you then hold my password details?
No, YourCompany does not see or store your password, which is submitted directly to your card issuer over a secure link.
I am receiving an error/problem message. What does it mean?
You may receive this message:
Unfortunately, your card has not been authorised for this order. The most likely cause is simply incomplete or incorrect details. Please click on the 'Check out' link above to return to your order and check the details against your card. After filling any empty fields and changing any incorrect data please try again. If you are certain that the information is correct but your order is still not going through, we suggest you contact your bank.
Maestro customers: please note that where Start Dates and Issue numbers exist on your card, these fields must be completed for your transaction to be authorised. We are unable to make these fields mandatory in our shopping basket as not all Maestro cards include this information.'
This means the bank was unable to authorise your transaction and you must either provide details of another credit card in order to complete the order or replace the problem information. Unfortunately retailers are proscribed from passing on exact information about why the card has been rejected to the customer.
If you use the Check Out option you will not have to re-input your order, but you will need to login to your account again. Then you will be taken to the Final Preview page. Please make any necessary changes.
If it has been more than an hour since you first tried to complete the order or you have changed computers, your basket may have been cleared but you can start your order again.
Alternatively, you may see this message: 'Sorry - this transaction has encountered a problem which prevented your order from being processed. Click on the "Check out" link above to try again.'
This means that we were unable to complete the authorisation due to a technical problem. This problem is probably temporary and may have occurred at any point in the process. We recommend that you try again but please do contact us if you are still unable to complete your order after several tries or if the problem has not rectified itself within a few hours.
Can I place my order with you by other means?
You can place your order with us by phone, fax or email on (tel): 01 2345 6789, (fax): 01 2345 6789 or by email to: orders@YourCompany.com but please do not fax or email your credit card details. When you use any of these methods, unless there is a technical problem preventing you from completing your order online, in-store pricing and despatch rules will apply, which will not necessarily match online pricing, despatch rules and special offers.
What is Authorisation?
This is called "Pre-Authorisation" or sometimes a "Pending Charge" by the banks. On the YourCompany website when you place an order we contact the bank to authorise the card. This confirms that the card is valid and that there are funds available to eventually pay for your order. The bank reserves the order value from your available balance but does not charge your card and no monies are taken until your order is ready for despatch. Should the order not proceed for whatever reason, the bank will cease to reserve the funds, although the expiration period varies from bank to bank and YourCompany has no influence on this.
When the order is completed and your card is charged, the Pre-Authorisation code is quoted back to the bank and the order is therefore completed. YourCompany only charges your card when the goods are ready for despatch or collection.
I have an Account Login, but it is not being accepted. Why?
The most comon reason for this is that the wrong password is being entered. To remind yourself of the current password use the Password Reminder on the same screen. Please note the Password Reminder provides you with words or statement that you input to remind you of the password. It is not the Password itself.
If the reminder does not identify the password for you there is also a password replacement option also on the same screen.
Neither of these options require you to input the current password - but our change password option does.
I have been sent a new password, but it is not being accepted. Why?
If you are certain that the password is being entered exactly then issue will be with the Username.
Email addresses used as usernames are CASE-SENSITIVE and the most common reason for why your address is not accepted, even though you have just received an email from us, is that the original username was typed in using a different case for all or perhaps some of the digits.
Therefore if it is not clear what your exact username is please email us at customerservices@YourCompany.com and our technical team will find how it was originally input. You will then have to decide whether to carry on using this version or create a new account.
I'm trying to create an account but my password isn't accepted. Why?
Passwords must be at least 8 characters long. They can contain letters, numbers or both (as well as hyphens,underscores and spaces). Upper and lower cases are considered identical.
If your password fits this criteria and is still not accepted please contact our Customer Services Team.
How do I buy a Card?
Cards can be bought in any of our stores at any value and on-line in set denominations. To see the list of available denominations click here or type 'YourCompany Gift Cards' into the search box.
What is the minimum amount I can put on a Card?
The minimum amount required to activate or top up a card is Â£1.
How do I use my Card?
At present, cards can only be used to purchase within our stores. Simply make your selection and use your card at the till as you would any other form of payment. On-line purchasing will come in the near future - please check our website or sign up to our newsletter to be apprised of developments.
What can I buy with my card?
YourCompany Gift Cards can be used to purchase any items within our stores including books, CDs, DVDs, gifts, stationery, calendars and diaries.
They cannot be used to purchase Theatre Tokens, additional Gift Cards or National Book Tokens. They cannot be used in the YourCompany CafÃ©.
Do I have to spend all the money on my Card in one transaction?
No. You keep any remaining balance on your Card to spend at another time.
Can I get change in cash if my purchase comes to less than is on my Card?
No. The remaining balance on the Card can be used for future transactions.
Can I use more than one Gift Card in a transaction?
No. You can split your purchase into several transactions and pay with a different card each time, if you wish.
What payment methods can I use to buy Gift Cards?
All YourCompany standard payment methods are available. In-store this also includes National Book Tokens.
Online only Credit and Debit Cards can currently be used.
Gift Cards can not be used as tender to buy other Gift Cards.
How do I check my balance?
To check your balance, either ask in-store or call us on 012 3456 7890 menu option 4.
Can I top up my Card?
Cards can be topped up at any time at any of our stores or by calling 012 3456 7890 menu option 4. Cards cannot currently be topped up on-line.
Can I return purchases bought with my Gift Card for a refund or exchange?
Yes. You can return goods that fall within our normal refund policy. We will credit your card with any balance due.
Can I return my Gift Card for a refund?
No. Gift cards themselves are non-refundable. You can use the money on your Card to purchase goods in our stores.
Can I have my Card gift wrapped?
Gift Cards come with a free matching greetings card, but can also be supplied in a beautiful presentation box tied up with YourCompany ribbon; simply request gift wrapping when you place your order or purchase at a till.
Does the Card expire?
If the Card is not used for 24 consecutive months, the Card will expire and any remaining balance will be deducted.
What happens if I lose or damage my Card?
YourCompany cannot be held liable for lost, stolen or damaged cards. Please treat the card as cash. In the event of damage to your card please come into a YourCompany store or call us on 012 3456 7890 menu option 4 and we will replace your card if possible.
Loyalty at Your Company
What is Loyalty?
Loyalty is a card-based loyalty scheme. Joining Loyalty allows you to earn points on purchases and use these points to get money off future purchases.
How do I join?
You can get a Loyalty card from any of our stores. You will need to get the card activated at any of our till points. You can also order a card online.
Why should I join?
Every time you make a purchase in-store you will receive points. You get 4 points for every pound spent (that's one point for every 25 pence). Every point is worth 1p and can be redeemed in-store . We also offer bonus points on some items. When you register your details online you will also receive 100 bonus points.
Do I get points on everything I buy from YourCompany?
You get points on most products but not Gift Cards, Book Tokens, Theatre Tokens, stamps, electronic devices and some other selected products. Points are not available from any of our concessions.
Can I redeem my points on everything at YourCompany?
Points cannot be redeemed for Book Tokens, Theatre Tokens, stamps, electronic devices and some other selected products. Points cannot be redeemed in any of our concessions.
How do I log in to the Loyalty website?
Go to www.YourCompanyLoyalty.co.uk and select My Account. Enter your card number and password (the first time you login this is the email address you gave us and is on the receipt we gave you).
How do I check my points balance?
Log in to the Loyalty website. Your points balance is displayed at the top of the screen.
How do I get my bonus points?
Log in to the Loyalty website. Click on 'My Account' in the upper right-hand corner. Select 'Contact Details' (on the left-hand side) and enter your details. Select 'My Interests'and enter the subjects you are interested in. Your bonus points will then be added to your account.
What if I lose my Loyalty card?
YourCompany are not liable for lost or stolen cards. However, we will endeavour to issue you with a new card and transfer your previous balance. Please email us on: orders@YourCompany.com or call 44 207 437 5660.
When are points added to my account balance?
Points are added instantly whenever you make a qualifying purchase. In the event of a systems failure, points will be allocated when the system is back online.
Can points be added to my card if I forget to bring it with me?
If you make a qualifying purchase but have forgotten your card then hold on to your receipt and bring it back to us along with your Loyalty card. We will then add the points to your card.
Can I get points from previous purchases added to my card after I sign up?
No. Points can only be given for purchases made after you have signed up for a card.
Can I have more than one card linked to one account?
Yes. Log in to the Loyalty website. Click on 'Add Cards' on the left-hand side. Enter the card number and password of the card you wish to link to your account.
Can I get points for purchases online?
Unfortunately you can't get points for online purchases just yet. We hope to be able to bring this feature soon.
Can I redeem points online?
Unfortunately you can't redeem points for online purchases just yet. We hope to be able to bring this feature soon.
Can I exchange points for cash?
No. Points can only be used for purchases in YourCompany stores.
How to contact the Customer Services Team
You can do so in a number of ways:
Fax: 01 2345 6789
1 - 9 A Road
Or simply click the links for orders@YourCompany.com anywhere on this website.
We look forward to processing your order with the speed and efficiency you have come to expect from YourCompany. We have 100 years of experience behind us and as we embrace the new technology now available we are keen to have feedback from any customers about how the service is run. Please do not hesitate to contact us if you have any suggestions.
We want to help you as best we can and have therefore collated a list of common questions and issues that you might encounter. If we have missed a question you need an answer to, please do not hesitate to email us with your enquiry.
How do I pay?
To order online you will need a VISA, MasterCard or Maestro card. We will not charge your account until your order is despatched. All payments should be made in sterling.
How will my book be delivered?
Your order will be dispatched from our UK distribution centre. Click below for rates and delivery times in your region.
Is it safe to pay online?
When you place an order online with the Pluto Books, your personal details are completely safe. We use the industry standard secure server software, which protects your information as it is transmitted over the Internet. Your order is encrypted so that no one else can read it, and is not decoded until it reaches our secure server. When it reaches us, only authorised personnel will see it. We do not store your credit card details online, so other internet users cannot access your details. In the event of fraudulent or unauthorised use of your card, most banks and card issuers will not hold you liable for the charges incurred - or will only hold you liable for the first Â£50. We are confident that whilst you are using our site, there is no chance of this happening. So, if through no fault of your own, unauthorised use of your card takes place through our secure server, we will cover your liability up to a maximum of Â£50. This guarantee is limited to purchases made through our secure server and is subject to notification of your card issuer in line with its regulations.
What is the Card Verification Code?
The Card Verification Code system has been introduced by banks as a measure to combat credit card fraud. If you are using Visa or Mastercard, this will be a three digit code on the back of the card.
Will my private details stay private?
Yes. For your convenience, we will keep a record of all the information you give us so that we can make it easier for you to order in the future - and so that we can send you information about other Pluto Books products that might be of interest or important to you. We do not sell or rent your personal details to anyone. We also don't store your details online so other internet users cannot access them.
What if I change my mind?
Any title supplied through plutobooks.com may be returned within 30 days for a full refund. Books must be received in mint condition. We recommend that you use a recorded delivery service for all returns.
UK Free for all orders
Europe £x for the first book, xxp for each additional book
ROW £x for the first book, £x for each additional book.