Frequently Asked Questions Subscriptions When will my subscription start? If you purchase a print subscription online, it’ll start with the next issue. How soon you receive your first copy will depend on how often the journal is published. If your subscription includes digital access, we’ll set that up for you within two working days so that you can start reading the most recent issue and browsing the archive of past editions. I’ve just purchased a subscription, but I’d like it to start from an earlier date. What should I do? Drop our Customer Services an email at firstname.lastname@example.org quoting your order details and the date you’d like the subscription to start. We’ll need to check whether there are still back copies available. The latest issue of my magazine or journal hasn’t arrived. What can I do? Publication dates vary from issue to issue, and it’s normal for the digital version to be available online before your print copy reaches you. If your copy is overdue, get in touch with our Customer Services and they’ll be able to help. I’ve moved. How do I make sure my subscription reaches my new address? Drop an email to email@example.com telling us your name, previous address in full, subscription details and your new address. We’ll update our database straight away so you won't miss an issue. Books and training materials How long will it take for my UK order to be delivered? We aim to dispatch all orders within five working days. In general we use Royal Mail 2nd class post for standard delivery, or TNT for bulk orders. Visit our Delivery page for more information about UK and overseas standard delivery. My order is urgent. Can you offer faster delivery? Unfortunately we can’t currently offer this service online, but we’re working on it. We do offer next day delivery within the UK for telephone orders for an extra charge of £12.00. If you’d like to use this service give our Customer Services team a call on +44 (0)1273 434 943 before 3pm and they’ll be pleased to arrange this for you. I’ve got a question about a specific product. Who can I ask? Contact our Customer Services team in the first instance. If your question requires in-depth knowledge of the product’s content, they’ll pass it on to our editorial team. I’m trying to place an order from outside the UK but I’m getting a message saying that you don’t deliver to my country or region. Is there any way around this? Usually. Send us the details at firstname.lastname@example.org and our Customer Services will let you know how you can place an order. How can I request permissions? To apply to re-use our content, please send full details of your request to our editorial team, at email@example.com. We do our best to respond to requests within two working days. We usually charge for substantial re-use of material. Please contact us for examples of our charges. If you have bought our training packs, you may photocopy or print the resources from the accompanying CD-ROM, where stated. You will find this permission on the imprint page of the training pack. Events Can you invoice my organisation for delegate tickets? We’re happy to invoice for conference tickets, although we do ask that the balance is settled prior to the day of the event. Unfortunately we can’t invoice for exhibitions. I’ve booked a ticket but now I won’t be able to make it. Can I get a refund? All cancellations are subject to a £50 administration fee, if received in writing or by email at least 14 days before the event. We regret that any cancellations after this date cannot be refunded, but substitute delegates are welcome at any time. I have accessibility requirements. Should I let you know in advance? Yes please. Our booking form will ask whether you’re a wheelchair user or if you require a hearing loop, but we also encourage delegates to let us know any other access requirements ahead of the event. Does my ticket include lunch? This depends on the event. As a general guide our conferences include lunch but exhibitions don’t. However, if lunch is included in the delegate fee we’ll always clearly state this in the Event details. I’m attending a conference where lunch is included, and I have specific dietary requirements. Do you cater for these? Yes. Where refreshments are included we will contact the venue in advance to let them know how many delegates require a vegetarian, vegan, or gluten free meal. Please let us know as the time of booking. Can I watch videos of speaker sessions from your past events online? You can find a selection of clips and full sessions available on our YouTube channel, PavpubTV.