Retail Customer Services

Information about ordering online, shipping options, and delivery times.

If you've got a question about a book, want to find out more about delivery, or have any other questions for our retail customer service team, please contact us using the details just below, or keep reading for the answers to everything you ever wanted to know, but were too afraid to ask. 

 

020 7387 9373 (option 2), Monday to Friday 9.30 - 5.30

customerservices@samuelfrench.co.uk


Is your website secure?

Our site has an SSL certificate which means it uses the industry standard Secure Socket Layer 256-bit encryption to ensure that all sensitive data passed between the web server and browser remains private and integral. You know when you have entered a secure webpage by the URL (web page address) which changes from http:// to https:// and/or when you see the locked padlock symbol alongside the URL. If you buy online from our website you will be directed during the checkout process to our payment service provider Sage Pay (formerly Protx) — the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours and it is Sage Pay's utmost priority to ensure that transaction data is handled in a safe and secure way.


I don’t want to pay by card online / I would prefer be invoiced first / I prefer to order and pay offline.  How do I do this?

If you can't pay by card online, you can still create an order on our website and choose Purchase Order as the payment method.  When you check out, we'll email you a summary of the order containing links to download and print an invoice, and advice on how to make payment.  When making payment please quote the Invoice ID as an identifying reference.


What methods of payment do you accept?

We accept all major credit and debit cards except American Express, Diners’ Club, JCB and Laser cards.Paying Purchase Orders:

If you select Purchase Order as the payment method, please note that this creates a pro-forma invoice which must be paid for before the order is dispatched, unless you hold a Credit Account by special arrangement (for more information on opening a Credit Account please call or email us). Choose from one of the following payment options:

A) Card

Please note that e-mail communication is not inherently secure. In order to safeguard the security of your confidential information and to comply with our internal security policies, please do not risk sending any payment card information by e-mail or through the post.  Please telephone to pay on 020 7387 9373 (option 2).

B) Cheque or postal order made payable to “Samuel French Ltd”.

For your security please send by registered post to our office address: Samuel French, 24 – 32 Stephenson Way, London NW1 2HD.

C) Bank transfer, using the Bank Automated Clearing System (BACS), to:

J P Morgan Chase Bank, N.A., Chaseside, Bournemouth BH7 7DA

Sort Code: 60-92-42

Account Code: 41033530

Account Name: Samuel French Ltd

IBAN: GB51CHAS60924241033530

BANK IDENTIFIER CODE/ SWIFT ADDRESS: CHASGB2L

Additional Bank charges (if any – please check with your bank) should be added to your total BACS payment.  Please also ensure that our Invoice ID number is quoted as an identifying reference on the payment slip. Our Finance Department contact for sending remittance advice notifications is: Oludami Adeniji    olu@samuelfrench.co.uk 


What if the title I want isn't listed on your website?

Please contact Customer Services on +44 (0)20 7387 9373 (option 2), or email customerservices@samuelfrench.co.uk to check availability.  As a general rule, if a title is in print and available for sale in the UK, we can make it available to order on our website upon request, fast.


Can I get a discount when I order online?

As well as running regular sales and online promotions where selected titles are available to all at discount for a limited time, we offer ongoing discount for online orders to: Booksellers, Students, Friends of the Royal Court, and members of the following organisations: Spotlight, The Actors Centre, NODA, The Little Theatre Guild, The Society of Teachers of Speech and Drama (STSD) and Performingartstutor.com, (and sometimes others on a case by case basis).  We particularly welcome enquiries from schools and are always happy to discuss terms for bulk or regular orders.  For more information please contact customerservices@samuelfrench.co.uk or trade@samuelfrench.co.uk if you're a bookseller, or call us on 020 7387 9373 (option 2 for retail).


What delivery options are available?

UK shipping rates are calculated by weight, while those for International orders are determined by a combination of weight and the appropriate services available to individual countries.  Standard non-tracked airmail is only offered as an option to selected destinations (including most of Europe, USA and Australia); for others we use only tracked airmail or air courier services to guarantee the safe delivery of your order.

In the UK, you can choose from the following shipping options:

1st Class (Royal Mail or 24 hour courier at higher weights) - delivery usually within 1-2 working days from the date of dispatch (an estimate of when the item(s) ordered will be dispatched is given on each product page beneath the Add to Cart button)

2nd Class (Royal Mail or 48 hour courier at higher weights) - delivery usually within 3-4 working days from the date of dispatch (an estimate of when the item(s) ordered will be dispatched is given on each product page beneath the Add to Cart button)

Please note: most Samuel French published titles are produced via print on demand, which are usually manufactured and dispatched within 2 business days of the date of order (as indicated on each product page, beneath the Add to Cart button). This includes almost all Samuel French US titles available to buy at samuelfrench.co.uk, as well as those published here in the UK.  Please factor in this additional time - and indeed the dispatch estimate given for any product on our website - into an overall estimated time of delivery for your order.  

If you have any questions about delivery methods or charges, please contact Customer Services on (0044) (0)20 7387 9373 (option 2), or email customerservices@samuelfrench.co.uk.


When will my order be dispatched?

Items in stock will normally be dispatched within one working day of receipt of your order (normally on the same day if placed before 1pm GMT).  There is limited dispatch of orders on Saturdays and none on Sundays or public holidays.  Print on demand titles  (the majority of Samuel French publications) will be manufactured and dispatched - under separate cover, if ordered together with in-stock items - within 2 business days.  There is no additional charge for one or more split shipments from different warehouse locations; our rates remain the same as when everything is sent in one consignment and you only pay what's quoted during checkout.  Approximately 6000 titles on the website are available for dispatch within 1-2 business days, and many thousands more, in the wider catalogue, within 7 days.  A smaller number of specialist titles and those imported from the US may take slightly longer to bring into stock and then ship, but usually no longer than 2-3 weeks maximum. The estimated dispatch time for each individual title is given on the product page directly under the "Add to Cart" button (e.g. "Usually dispatched within 2 business days").

Very occasionally items may prove to be temporarily unavailable, or an order may be part-supplied, in which case the balance of the order will follow as soon as available.  We'll email you in such cases with detailed information and also inform you if any goods ordered are now out of print or currently unavailable, in which case an outstanding order, or part order, may be cancelled upon request and a refund will be issued.


Where is my order? 

We'll email you when your order has been dispatched (sometimes more than once if the order is shipped in more than one consignment or from multiple warehouse locations) and you can track the status of your order by logging in to our website and viewing the order details in "My Account."  Because delays beyond our control, albeit very rarely, can sometimes occur within postal services, we ask UK customers to allow up to 7 days for delivery, although the great majority of orders will arrive within the estimated times given above.  Likewise, overseas customers should please allow 28 days for delivery as standard, but delivery times will usually be much quicker to most destinations.  Please contact us if you have any further questions regarding the whereabouts of your order.

If you have any questions at all about your order, please contact the Retail Team with your query, including your invoice ID/order number if possible, via customerservices@samuelfrench.co.uk or call us (0044) (0)20 7387 9373 (option 2).  We'll respond to emails as quickly as possible; normally within minutes and always within one business day.  Please note our office hours are 9.30 - 5.30 Monday to Friday.


What are your full terms and conditions of sale?

Our full Ts & Cs are available here