Frequently Asked Questions

How do I subscribe?

You can subscribe in one of 3 ways; online, by telephone on 0333 300 1510 (for ROI 0333 300 1511), or by post by filling in a subscription form which can be found in issues 1, 2 and 3 of any collection.

Can I check my subscription status online?

Yes, you can now access your subscriber account online by following this link. You will need to register to access your collections and this will only take a few moments. You will be able to see the following information: Check to see which issues and free gifts have been sent to you and when. Check what you have paid for and see if there is any outstanding amount. Add new subscriptions to your account.

Can I change the delivery address for my subscriptions?

If you wish to edit your subscription billing/delivery address please contact our customer services on 0333 300 1510 and quote your subscription number. For Disney Books customers please call 0333 300 1512 (local rates apply)

Can I manage my shop orders online?

Yes, you can now access your online account by following this link. Here you can keep track of your orders, update your contact details and change your delivery address for orders you make via the shop.

I can’t log in to my online account, what should I do?

Please fill in this form so that we can assist you.

I have received the wrong issue(s). What should I do?

We will replace all of your issues with the correct issues. In order for us to arrange a replacement, please contact our Customer Service Team by via telephone, post or email. If you email the team, please include your name and subscription reference in the subject line.

What are your delivery methods?

We offer the following delivery methods:

Next day despatch – delivery within 2-3 working days: £4.99
Standard – delivery within 3-7 working days: £1.99
FREE standard postage on orders over £25, and FREE next day despatch on orders over £50
All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts, magazine binders, or storage boxes may be too large to fit through letter boxes. If Royal Mail has attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a ‘We tried to deliver’ card which should have your sorting office contact details on it.

My issue(s) arrived damaged. What should I do?

We will replace any damaged issues. Please contact our Customer Service Team via telephone, post or email. If you email the team, please include your name and subscription reference in the subject line.

How do I return an issue?

If you are not satisfied with a delivery, you have the right to return it within 14 (fourteen) days from the day you received it. To exercise this right, simply inform us of your decision by email, telephone, or by sending us the withdrawal form available here. You may send us back the issue(s), at your own cost, without giving any reason and without any penalty. Of course, you will not have to pay for this dispatch. As soon as we have registered the return of the dispatch, your debt will be cancelled. The dispatch must be returned, sealed, with the despatch label, where applicable, to the following address:

Hachette Partworks Shop
PO Box 77
Jarrow
NE32 3YH

How can I get back issues?

You can order back issues via the Hachette Partwork shop. Alternatively you can contact our Customer Service Team using one of the methods below. However, please note that by ordering back issues via our customer service team rather than via the online shop means that it can take up to 28 days to deliver your back issues from receiving your request.

Why can't I get through on the telephone number given?

We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Services Team on hachettepw@jacklinservice.com

I have not had a response to my email, when will I get a reply?

We are sorry that we have not yet replied to your email. We aim to reply to all emails within 48 hours, however if we need to investigate your question it may take longer.

For collection specific FAQs please follow the relevant link below:

Art of Quilting

www.artofquilting.co.uk/faq

Art of Crochet

www.theartofcrochet.com/faqs

Art therapy

www.arttherapycollection.com/faqs

Art of Knitting

www.artofknitting.co.uk/faqs

Marvel Ultimate Graphic Novel Collection

www.graphicnovelcollection.com/faq

Draw the Marvel Way

www.marveldrawing.hachettepartworks.com/faq

Doctor Who: The Complete History

www.dwcompletehistory.com/faqs

Judge Dredd: The Mega Collection

www.judgedreddcollection.com

Marvel’s Mightiest Heroes

www.mightiestcollection.com

Build your Model Railway Village

www.modelrailwayvillage.com

Build the Mallard

www.buildthemallard.com

Build the U-96 U-Boat

www.uboat-collection.com

Build my 3D Globe

www.buildmy3dglobe.com/contact-us

For any other queries please contact:

hachettepw@jacklinservice.com

Hachette Partworks Ltd
PO Box 77 Jarrow
NE32 3YJ

UK phone number: 0333 300 1510
National rate applies for the UK only
Eire phone number: 0333 300 1510
Local rates apply

For Disney Books customers please call 0333 300 1512 (local rates apply).