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Frequently Asked Questions about Magazine Subscriptions

Here are answers to the most common questions we receive about magazine subscriptions:

(1) How will you acknowledge my order?

An email acknowledgement of your order will be sent to you almost immediately when you place your order to confirm that it has successfully been received. If you are paying by credit card, you will also receive confirmation of your payment.

You will then receive a confirmation letter that will tell you your start issue, 12-digit subscriber number and customer service contact details.

(2) How do I order a subscription as a gift?

During the checkout process you are given the option to submit the address details of your gift recipient.

(3) If I’m giving a gift subscription, do you send anything to the recipient?

No, you will receive a greetings card and envelope with the letter of acknowledgement – so you can write a personal message and send it on to the recipient. If you are buying more than one subscription, you will receive a card and envelope for each one. Because of the Christmas rush, to absolutely guarantee you receive your gift card in time to send it to the recipient, we need to receive your order by 4th December.

(4) Will my online payment/bank details be secure?

Yes, our credit card subscription payment system is secure and online transactions are verified by Secure Trading. Any information exchanged with any address beginning with https is encrypted using SSL before transmission. All Direct Debit details are collected on an SSL certificated secure connection and passed to our subscription house by Secure FTP (SFTP) and encrypted.

(5) How long does it take for magazines to arrive outside the United Kingdom?

Speed of delivery to subscribers outside the UK obviously depends on the quality of service provided by the various organisations along the way. The following airmail delivery times should be calculated from the date the magazine is published and are approximate: Europe – 5-10 working days. Rest of World 10-20 working days.

(6) What is the price in USD$ or other currencies?

Prices will be converted by your Credit Card company at the current rate of exchange. This rate will fluctuate.

(7) How long will the gift take to arrive?

If the gift is in stock it will take around 28 days. If it is out of stock it may take longer.

(8) When is my first issue due?

Your subscription will start with the next available issue. Your first issue may take up to 6 weeks to arrive (for titles published 12 times a year) depending on when your order is taken in accordance within the magazine’s publishing schedule. Titles published 6 times a year may take up to 8-10 weeks to arrive. For European deliveries please add a further 10 days and for Rest of World deliveries please add a further 20 days.

Please allow 28 days for delivery of your gift (if applicable). This is dispatched to the payer if ordered as a gift subscription.

Replacement issues – if the current issue is not delivered within the expected delivery time, a week after on sale date, then a replacement issue will be dispatched on request. Please allow 7-10 working days for delivery to UK addresses, and 7-14 days for Europe/Rest of the World.

If your magazine or gift has not been delivered please contact archantlifestyle@subscription.co.uk or call our Customer Services team on +44(0)1858 438840

(9) Can I cancel my subscription?

Archant has a cancellation on expiration policy, unless you wish to cancel your subscription within the first 14 days of ordering, otherwise only exceptional circumstances will be considered for a refund. You may transfer your subscription liability to a different Archant magazine. If a gift is included as part of the subscription offer, we reserve the right to request the return of the gift or value of the gift in the event of an early cancellation of the subscription.

If you want to cancel your subscription within the first 14 days of ordering please contact archantlifestyle@subscription.co.uk or call our Customer Services team on +44(0)1858 438840.

(10) What if an issue doesn’t arrive?

Simply contact one of our Customer Services team on +44(0)1858 438840 and they will check we have your correct address details and arrange for a replacement copy to be sent to you.

(11) What if a magazine arrives damaged?

Simply contact one of our Customer Services team on +44(0)1858 438840 and they will arrange for a replacement copy to be sent to you.

(12) How do I change my address?

You can notify us of a change of address by sending an email to archantlifestyle@subscription.co.uk, or by post: Subscription Department, Tower House, Sovereign Park, Market Harborough, Leicestershire, LE16 9EF, UK or call +44(0)1858 438840. Please remember to detail the magazine name and your customer number.

(13) Can I manage my subscription online?

Yes, visit www.subscription.co.uk/archant to find out when your subscription is due to run out, to renew your subscription and to find out on-sale dates.

(14) How do I renew the subscription?

Whether you are taking out a subscription for yourself or as a gift, we will send you a reminder before the end of your subscription. Nothing will be sent to the recipient unless the subscription expires.

(15) Can I redeem my gift voucher against any product on the website?

Gift vouchers can be redeemed against any credit/debit card promotion on SubscriptionSave.co.uk, unless stated differently in the offer details.

(16) Where do I input my gift voucher code?

You will find the 'Redeem Voucher' box on the Basket Summary page, please input your gift voucher code here.

(17) What happens if I don't use all of my gift voucher balance?

Any unused balance will be recorded in your account on SubscriptionSave.co.uk for you to use on future orders.

(18) What happens if my order exceeds the amount of my gift voucher?

If your order exceeds the amount of your gift voucher, the difference must be paid by credit/debit card.

(19) Does my gift voucher expire?

Gift vouchers, and unused portions of gift vouchers, are valid for 12 months from the date of purchase.

(20) Can I exchange my gift voucher for cash?

No, gift vouchers cannot be exchanged for cash.

(21) What is a digital subscription?

A digital subscription is an exact replica of the print edition and contains all the content of the print magazine, including articles and advertising. With PageSuite, there is no software to download. You need only a web browser to read the digital editions and because the content is delivered in HTML 5 you can view the digital editions on any device. We also offer dedicated magazine apps on certain platforms.

(22) How do I access my digital subscription?

After you have completed your purchase you will receive an acknowledgment email containing instructions on how to access your digital subscription. For more information on digital magazines please www.subscriptionsave.co.uk/digitalmagazines.

If there's anything not mentioned above that you'd like more assistance with please don't hesitate to get in touch


Frequently Asked Questions about Newspaper Subscriptions

Here are answers to the most common questions we receive about newspaper subscriptions:

(1) Why take out a subscription?

Pre-paid vouchers are an easy and convenient way of receiving your daily newspaper. Simply pay in advance and receive vouchers to exchange for your newspaper at any participating retailer.

(2) How does the subscription work?

Once you’ve signed up we’ll post you a set of vouchers, these vouchers are date specific and will cover a 13 week period. These can be exchanged for your newspaper at any participating retailer. Please note your retailer will be reimbursed for the full cover price of the paper.

(3) What happens if a retailer stops selling the EDP or goes out of business would you offer a refund?

The vouchers are acceptable at multiple retailers and so you should be able to obtain a copy from an alternative retailer.

(4) Can the vouchers be used against electronic versions?

No

(5) What happens if my newsagent has sold out?

In the unlikely event that your retailer sells out of the newspaper please obtain your copy from an alternative retailer.

(6) Do I need to renew my subscription?

If you pay by Direct Debit, unless we hear from you, your subscription will automatically renew approximately 2 weeks before your subscription is due to end to enable us to post out new vouchers. If you pay by credit/debit card we will notify you before your delivery is due to end with details of how to continue your subscription.

(7) How does Direct Debit continuous payment work?

Subscriptions are made on either an annual or quarterly basis by Direct Debit. As this is a continuous payment method your subscription will renew automatically unless we hear from you.

(8) Is the online payment secure?

Yes. We use SSL encryption software to keep the details of your order and payment information secure.

(9) How do you acknowledge receipt of my order?

We will send you a welcome letter within 10 days of receiving your order.

(10) When do I get a new book of vouchers?

We will continue to send you new voucher packs for the duration of your subscription. A new pack will arrive approximately one week before your existing vouchers end.

(11) What if I move home?

If you are planning to move, please notify the customer care team on 0844 243 9014.

(12) What should I do if my vouchers don’t arrive?

If you do not receive your voucher pack please call the customer care team on 0844 243 9014

(13) What if my newspaper doesn’t publish on any given day?

In the unlikely event that you pay for a copy that isn’t published, simply call the subscription line on 0844 2439014 and we’ll arrange a refund for that issue at your current subscription rate.

(14) What happens if I go on holiday?

If you aren’t able to use your vouchers why not pass them on to a family friend or relative to use? If you choose not to do this you can receive a refund if you return unused voucher to the freepost address below. Please note we can only offer refunds for a minimum of six consecutive days worth of vouchers and allow 4 holiday periods within a 12 month subscription. Return your unused vouchers together with your name and address to; Newspaper Subscriptions, Archant Community Media Limited, Freepost LE6423, Leicester LE87 9BY.

(15) How do I cancel my subscription?

If you pay by Direct Debit, you need to notify us a minimum of 4 weeks before your next direct debit it due to be taken. Archant has a cancellation on expiration policy, unless you wish to cancel your subscription within the first 7 days of ordering, otherwise only exceptional circumstances will be considered for a refund. If a gift is included as part of the subscription offer, we reserve the right to request the return of the gift or value of the gift in the event of an early cancellation of the subscription.

If there's anything not mentioned above that you'd like more assistance with please don't hesitate to get in touch


Frequently Asked Questions about Digital Subscriptions

Here are answers to the most common questions we receive about digital subscriptions:

(1) How do I access my digital subscription?

To access your digital subscription visit www.subscriptionsave.co.uk/login, select your magazine from the drop down list, and login using your account number and surname.

(2) Which devices can I access my subscription on?

Our digital subscriptions are designed to work on the majority of computers and mobile devices. We utilise a mobile optimised version of our editions which works alongside our standard version, allowing access across a wide range of devices. We also offer dedicated magazine apps on certain platforms.

(3) How do I access my subscription on a mobile device?

If you have an Android or Apple device you can download our free app directly to your device.

If you do not have an Android or Apple device, you can still access your digital subscription on your mobile device, visit www.subscriptionsave.co.uk/login and login using your account number and password.

(4) When are new issues published?

New issues are released at the same time as the issue goes on sale in the shops.

(5) How do I access previous issues?

When viewing on a desktop computer or laptop
Click the 'Archive' tab found on the left of the screen when viewing an edition and this will open up to display all the previous issues available to view. To open an edition, simply click on the cover image of the edition you wish to view.

When viewing on a mobile device – smartphone or tablet
Tap the 'Archive' button found in the top left of the screen. This will open an Archive window at the bottom of the screen displaying the available past editions. To open an edition, simply tap the cover image of the edition you wish to view.

(6) How do I view editions when I am not connected to the internet?

You can download editions to your device when you are online and save them to view when you are offline – please follow the instructions below regarding how to download an edition.

(7) How do I download an edition?

When viewing on a desktop computer or laptop
• Click the 'Download PDFs' icon (rectangle with a down facing arrow) found in the top-right of the screen.
• You can select which pages you wish to download. To download the full edition please select 'Download All'.
• Once you hit the download button a PDF request window will open, click the blue link to open the download window.
• Your pdf file will be created; this can take a few minutes.
• Once complete, follow the instructions to save the file to your computer.

When viewing on a mobile device – smartphone or tablet
• Tap the 'Menu' button and select 'Download this Edition'.
• You can select which pages you wish to download. To download the full edition click 'Select All' and then 'Download'.
• The download window will now open and your pdf file will be created, this can take a few minutes.
• Once complete, save the file to your device or open it by tapping the link and then save it to your device.

(8) Editions aren't loading, what could be causing this?

When viewing on a desktop computer or laptop
The most common cause of editions not loading is an outdated or missing Flash Player plugin. This is a free piece of software from Adobe which allows your web browser to display websites created in Adobe Flash (such as our Flash based digital editions). To install or update the Flash Player plugin, visit get.adobe.com/flashplayer

When viewing on a mobile device – smartphone or tablet
If editions are not loading on your mobile device, please check that your device is compatible with HTML5 web browsing – as our mobile optimised editions are presented in HTML5.

If there's anything not mentioned above that you'd like more assistance with please don't hesitate to get in touch