Store FAQ

Despatch and Delivery

How much is delivery?
The cost of delivery is determined by the listed regular price (not sale price) of resources ordered and the location of delivery (UK or Europe).
UK & Europe Postal Charge Chart
Product Total UK Europe
Up to £4.99 £1.00 £3.00
£5.00 to £14.99 £2.00 £5.00
£15.00 to £24.99 £3.00 £7.00
£25.00 to £49.99 £4.00 £10.00
£50.00+ £5.00 £15.00
If you want your order to be sent outside of Europe, and need to request a quote for postal charges, please contact our listener ministry team directly before placing your order.
How long will it take for me to receive my order?
We aim for you to receive your products within 2-4 weeks or your order being placed, although in many cases you will receive it quicker. All UK orders are sent using Royal Mail 2nd class post, who aim to deliver within 3-5 working days from despatch. Deliveries to Europe are sent using Royal Mail’s airmail service, and may take longer. If you are concerned about your order, and wish to know if it has been despatched yet, please contact our listener ministry team.
Do you deliver to countries outside of Europe?
We would be happy to arrange delivery of your products to a country outside of Europe, but this cannot be done online. Please contact our listener ministry team, who would be happy to take your order over the phone and provide you with a quote for postal charges.

Returns

How do I cancel an order?
You have the right to cancel your order within fourteen days of receipt under the United Kingdom's Distance Selling Regulations. This legal right applies to all of our products, with the exception of audio, video, software and DVD products where they appear used. We will refund your money within 30 days of you cancelling the order. Please return to us the goods at the time of cancellation. To cancel your order you must let us know in writing by letter to: Insight for Living UK, PO Box 553, Dorking, RH4 9EU, United Kingdom or email to info@insightforliving.org.uk. Please return all goods in their original condition. You have the right to cancel your order for any reason until the end of the seventh working day after the day on which you receive your goods. Please call us on 0800 787 9364 or +44 (0)1306 640156 and we will provide you with instructions on returning the item.
How do I return items?
Please call us on 0800 787 9364 or +44 (0)1306 640156 and have your customer receipt handy. You will then be provided with instructions on returning the item.
What is Insight for Living UK’s refund & returns policy?
To deliver complete satisfaction and outstanding customer service, you may return any item you have received from Insight for Living UK under the following conditions:
  • The item is returned within 28 days of receiving your order
  • Items must be returned in new condition with all packaging and accessories
In order to return a product to us for refund, exchange or in the case of a fault with the product, please call us on 0800 787 9364 or +44 (0)1306 640156. You have the right to cancel your order within seven days of receipt under the United Kingdom’s Distance Selling Regulations. This legal right applies to all of our products, with the exception of audio, video, software and DVD products where they appear used. To cancel your order you must let us know in writing by letter to: Insight for Living UK, PO Box 553, Dorking, RH4 9EU, United Kingdom or email to info@insightforliving.org.uk. Please return all goods in their original condition. We will refund your money within 30 days of you cancelling the order. Please return to us the goods at the time of cancellation. You are entitled to reject the goods and get your money back if the goods are faulty, are not of satisfactory quality, do not match how they were described or are different to the ones you ordered.
What if the goods I receive are damaged or defective?

If an item you receive is faulty then we will offer an exchange for the same product or a full refund.

Please call us on 0800 787 9364 or +44 (0)1306 640156 for instructions on how to return an item.

If I return an item will you refund postage and packing?
We will refund postage and packing if the item received is faulty or if we have made an error. We will not refund postage and packing if the goods are returned for an exchange or refund for any other reason.
Do I have to pay to return an item to Insight for Living UK?
You will have to pay for postage to cover the cost of returning the goods. We will refund postage and packing if the item received is faulty or if we have made an error. We will not refund postage and packing if the goods are returned for an exchange or refund for any other reason.
What items can and can’t I return?
To deliver complete satisfaction and outstanding customer service, you may return any item you have received from Insight for Living UK under the following conditions:
  • The item is returned within 28 days of receiving your order
  • Items must be returned in new condition with all packaging and accessories
In order to return a product to us for a refund, exchange, or in the case of a damaged product you will need to contact us or phone 0800 787 9364 or +44 (0)1306 640156 and we will provide you with instructions on returning the item. We will arrange to replace or refund the original cost of the goods when returned in perfect condition. This guarantee is in addition to your statutory rights. For more information about statutory rights visit www.consumerdirect.gov.uk.
What do I do if I have identical items in my order?
We are sorry that you have received an item that you did not request. We would be grateful if you would call us for further instructions on 0800 787 9364 or +44 (0)1306 640156.
What if an item is missing from my order?
We are very sorry if an item is missing from your order. Please call us on 0800 787 9364 or +44 (0)1306 640156 and we will ensure the item is posted to you as soon as possible.
Can I exchange an item?
In order to return a product to us for refund, exchange or in the case of a fault with the product you will need to call us on 0800 787 9364 or +44 (0)1306 640156.