Customer service

Please e-mail our Customer Services Department on [email protected] or call +44 (0)114 221-0285.

Customer Service office hours are from 9.00 am to 4.30 pm GMT/BST, Monday to Friday, national rates for UK callers, international rates for overseas callers.

If you experience any problems accessing anycompanion websites, please contact Equinox Publishing at[email protected].

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Postage & packing costs

UK: All UK orders will be sent by secure courier delivery. Postage and packing charges will be applied at £3.50 per package. We’re currently offering free postage for orders of £25 and over delivered within the UK.

Europe: For our other European customers, postage and packing charges will be applied at £4.50 per package + £1 per item.

Rest of the World: Charges for the rest of world are £7.50 per order with a £1 charge per item.Return to the top

Delivery times

As a general guide, dispatched items are usually delivered according to the guidelines below.

United Kingdom         24 hours
Europe                      2-4 weeks
Rest of world             2-6 weeks

These estimates are based on information from our couriers and cannot be guaranteed by Equinoxpub.com.
When placing your order please try to use a delivery address where someone is available to sign for the parcel, as we may use Securicor for delivery purposes and they request a signature upon delivery.

How do I ship my order to a different address?
When you enter the checkout process, your default delivery address will be displayed along with the option to Change address. By clicking on the latter, you will be taken to your own address book, where you can add new addresses, edit existing addresses, and select an alternative address for the delivery of your current order.

You can add to, delete, or modify your addresses prior to entering the purchasing process by clicking into ‘My account’ and selecting ‘Delivery’.

If you have already confirmed your purchase, you may still be able to change its shipping address (provided your order has not yet entered the dispatching process) by contacting us at [email protected] or calling +44 (0)114 221-0285. Calls are charged at national rates for UK callers, international rates for overseas callers.Return to the top

My account

Why do I have to register with Equinoxpub.com?
You only have to register if you would like to purchase or review one of our books.

What if I change address?
It is easy to change your personal details. Once logged in, click on Login/My account at the top right of the screen. Your current details will be displayed. If you wish to change any of the fields, simply click on the Edit address button. You will then be taken to a screen displaying all the fields, which will allow you to re-enter information. Click Save when you are finished. Your profile will automatically be updated.

What if I forget my password?
Your password is secure. If you forget it, click on the link at the bottom of the log-in page. You will then be asked to enter the e-mail address you originally used to register with us, as well as your mother’s maiden name. On submission of the correct details, your password will be e-mailed to you.Return to the top

Ordering by telephone

To place orders over the phone, please call Macmillan Distribution on +44 (0)1256 302699. Orders placed in this way will not be eligible for the website discount; this is exclusive only to orders placed online.Return to the top

Ebook help

Buying and reading ebooks from Equinoxpub.com

Please note that ebooks purchased from Equinoxpub.com cannot be read on Kindle e-readers. Visit the Kindle Store to buy our ebooks for your Kindle e-reader.

To read ebooks purchased from Equinoxpub.com you will need first to create a free Adobe account and download the free Adobe Digital Editions software. Please create an account and install the software before buying your first ebook, otherwise you will not be able to open the e-book file and we will not be able to provide a refund.

Reading an ebook on a computer

1.    Download the free ebook reader software Adobe Digital Editions.
2.    During the installation process you will be asked to Authorise Your Computer – select ‘Adobe ID’ as the eBook Vendor. Your Adobe ID will be the email address that you used to create the Adobe account. Please ensure the email address matches the address you use to purchase on Equinoxpub.com. If the addresses do not match, then you will not be able to open the ebook file that you have purchased.
3.    Open the email from Equinox Publishing Ebooks on your computer.
4.    Click the Equinox Publishing ebook “download page” link.
5.    This will open a web page – click Download ebook now.
6.    Click on the downloaded file (the file will have ‘Acsm’ at the beginning of the file name).
7.    This will open Adobe Digital Editions and download the ebook to your computer. The ebook will automatically be stored in a My Digital Editions folder on your computer (in My Documents folder on Windows, Documents on a Mac).
8.    You can then transfer the ebook from your computer to a compatible device– your ebook can be stored on up to 6 devices (including your computer).
Note that you only have to follow steps 1 and 2 the first time that you download an ebook from Equinoxpub.com.

Downloading directly to an iPhone or iPad using Bluefire Reader

Please note that the Bluefire Reader app requires iOS 6.0 or later.
1.    Create an Adobe account if you haven’t done so already.
2.    Download the free Bluefire Reader app from the Apple iTunes store.
3.    Ensure the Bluefire Reader app is authorised with your Adobe username and password.
4.    Open the email from Equinox Publishing Ebooks.
5.    Click the ‘Download your Equinox Publishing ebook’ link.
6.    This will open a web page – click ‘Download now’.
7.    Click Open in… and select “Bluefire Reader”.
8.    Alternatively you can drag and drop the ebook file into the Bluefire App in iTunes when your device is connected to your desktop.

Note that you only have to follow steps 1 and 2 the first time that you download an ebook from Equinoxpub.com.

Reading on an Android device using Aldiko Book Reader

Follow the steps 1-8 above for Reading an ebook on a computer. Once completed, follow the steps below.
9.    Download the free Aldiko Book Reader from Google Play.
10.    Using the navigation menu on the top left of the screen, select “About”.
11.    Select “Adobe DRM” and enter your Adobe ID details.
12.    Connect your device to the computer that has Adobe Digital Editions installed.
13.    Go to the “My Digital Editions” folder on your computer and select the ebook you have purchased from Equinoxpub.com. In Windows this is stored in My Documents, and Documents on a Mac.
14.    Copy the ebook file into the internal or external storage of your device. (Whether this is internal or external will depend on your device model.)

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Returns and cancellations

How can I cancel all or part of my order?
Please contact us at [email protected] or call +44 (0)114 221-0285 (national rates for UK callers, international rates for overseas callers) between 9.00 am and 4.30 pm GMT/BST, Monday to Friday, to cancel your order in part or in whole.

Provided your merchandise has not been despatched, we will halt processing of your order and refund your credit card account. Should your merchandise have already left our warehouse, we will provide you with the necessary information for returning the item(s) to us for refund.

Can I return an item and, if so, will I have to pay for postage?
We guarantee the quality of all products purchased from our bookshop. If you are not completely satisfied with your purchase, you may return the item, in its original condition, within 30 days of receipt of your package for a full refund of the purchase price. If the return is due to an error on our part, we will gladly compensate you for the returns postage within a week of processing the return.

How do I return an item?
If you would like to return an item, please contact our Customer Services Department at [email protected]; alternatively, phone us at +44 (0)114 221-0285 between 9.00 am and 4.30 pm GMT/BST, Monday to Friday. Calls are charged at national rates for UK callers, international rates for overseas callers.

Instructions for returning items are also included on the despatch forms accompanying all Equinoxpub.com orders.

How long will my return take to be processed?
We endeavour to process returns within one week of receipt or within 30 days of cancellation. Be sure to include your order number in any correspondence so that we can process your refund as quickly as possible for you.

How will I receive my refund?
The account of the credit card used for the original purchase will be credited back the amount of that purchase, less postage and packing if returned past 30 days from receipt of your package (unless we’ve made an error).

What if I have not received my refund?
If you do not receive credit for your return within four weeks (six weeks for items travelling overseas), please notify us at[email protected].

Equinoxpub.com is not responsible for lost returns.Return to the top

Security

How do we make on-line shopping safe?
Equinoxpub.com do not request or hold any credit/debit card information. We direct all payment transactions to Streamline, a Secure Payment Capture service. Streamline ensures the highest security for the processing of your credit and debit card details by means of a secure SSL-encrypted link for all online credit verification.

Streamline guarantee you, the cardholder, that your transaction details cannot be obtained and used fraudulently as the result of an online transaction.Return to the top

School orders

If you are ordering from a UK school but are unable to make an order online using a credit card you can still benefit from our website discount. To place your order with Macmillan Distribution call 01256 302699 or fax: 01256 812558 or 01256 812521.

Please ensure you quote discount code GLR 1HU when you order, along with the percentage discount you have seen on our website. This will entitle you to the current website discount and free P&P. If you do not quote the GLR code you will not receive the discount.

When faxing your orders, within the title information that you would like to order please make sure you quote the discounted price and discounted amount as specified on the website. As our discounts change frequently, this will make it easier to ensure you receive the correct discounts. Make sure to include your name address and phone number. You should receive your invoice within 10 working days.

If you have a query about a UK school order or would like to see one of our education sales representatives, please email [email protected].Return to the top

Trade orders

Please call Macmillan Distribution on +44 (0)1256 302 692 between the hours of 9.00 am and 5.00 pm GMT, Monday to Friday. Calls are charged at national rates for UK callers, international rates for overseas callers. You will need to provide your account details. Orders placed in this way will not be subject to the online discount. Visit our Trade pages for more information.Return to the top