Frequently Asked Questions

Frequently Asked Questions2020-03-20T08:54:37+08:00
How do I log in?2020-04-09T06:09:41+08:00

Click LOGIN in the top menu bar of the website, then enter your email address and password. The password field is case sensitive.

What do I do if I’ve forgotten my password?2020-04-09T06:13:08+08:00

Please click “Lost your password” on your login page, enter your username or email, and kindly check your inbox for an email to reset your password.

Where do the online questions come from?2020-04-09T06:13:54+08:00

Our online questions are written by a team of exam-specific editors, all of whom have passed the exam they’re writing for.

How long will my book take to be delivered?2020-04-09T06:16:15+08:00

All of our deliveries are traceable and must be signed for. To assist in your delivery please include a contact telephone number in your details. It will take 3-7 workings day for it to be delivered to your house. The delivery code will be sent to you with e-mail for tracing.

How do I get a refund on a book?2020-04-09T06:18:07+08:00

We want you to be completely satisfied with every purchase you make from our website. If you decide not to keep your books for any reason, you can return them to us within 14 days of delivery, provided the books are unused, in their original condition and accompanied by all original sales documentation.

We will refund the full purchase price of the product if the book(s) comply with the above description.

We do not pay for the return postage. Please note we will only refund postage costs if the return is a result of our error (i.e. wrong, faulty or damaged product), but not when a product is simply unwanted.

If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund of the item, or to deduct up to 20% of the original selling price from the refund amount.

We do not charge for returns. If you are returning products paid for on your credit or debit card, any refund will be made directly to your card and can take 3-5 days to reach your account.

Can I pay via bank transfer?2020-04-09T06:19:19+08:00

We accept payment via bank transfer. If you are unable to pay via any other means please contact us stating which product(s) you wish to purchase.

Why is my card payment not working or being declined?2020-04-09T06:19:55+08:00

Please check the accuracy of the information that you have entered and retry through the website. If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks may put extra security measures in place, which may result in declined transactions – you may need to contact your bank directly to resolve the issue. You can contact us if you are still unable to pay.

Is my payment secure?2020-04-09T06:20:40+08:00

We use internet standard encryption technology to protect your personal information including credit or debit card number, name and address. This process is known as SSL (secure sockets layer). To check that you are in a secure area of our site look at the bottom of your browser, or before the URL address to see a closed padlock or an unbroken key. You can tell whether a page is secure as ‘https://’ will display in front of in your browser address window.

Please note that we do not store any card details after any transaction (successful or unsuccessful).

Why haven’t I received an order confirmation via email?2020-04-09T06:21:14+08:00

Start out by checking your email spam/junk folders. You can also check the email address that you’ve used to create the account. If there is an error in the email address, please contact us to fix it.

How do I report an error?2020-04-09T06:22:10+08:00

We collect error reports sent by users to detect any issues, note that we will aim to resolve your query as swiftly as possible. In order for us to resolve your query as fast as possible, please ensure that you tell us as much detail as you can; including device, browser (where applicable), operating system, and your username. Please describe the action that you were taking when the issue occurred and if possible, include a screenshot in your report.

Where is my refund?2020-04-09T06:22:41+08:00

Refunds usually take up to 5 working days to show on your card statement and the payment has to return to the card that made the original payment. Please contact your card provider if your refund is not showing beyond this date.