Welcome to the Awakening.org Help? pages.

Use the links on the left-hand side to guide you around the site. Here's our current top queries:

What are the new site changes ?
If you have shopped with us before you will know that we have made some recent changes to the site and in addition to the new look and feel a few things are a little different.
The "checkout" process now requires you to enter your credit card details each time you "pay and submit" . You can set up an "express profile" whereby you will be able to store your preferred payment method and then check out more quickly.
Your "shopping bag" is now displayed on the right side of the page and you can see at all times what's in it and how much.
You can now "expand your bag" to show full details of its contents and also add and amend its contents from here.

I have pre-ordered an item when will I receive it ?
New release products will be despatched 1-2 working days before the release date in order for you to receive them on the date of release. Your credit card will not be charged until your order is despatched.

Problems Signing-in ?
A small number of customers have experienced problems signing in on the new site. Should you experience these problems we suggest you try the following steps. If you are still experiencing difficulties please contact customer services.
* Within your Internet browser click on Tools
* Select Internet Options
* Click on the Security Tab
* Click on the Custom Level button
* Scroll down until you reach the Cookie Section
* Click to enable “allow cookies to be stored on your computer”
* Then click on enable “allow per session cookies(not sorted)” You may also choose ‘prompt’ if you prefer
* Click on OK
* You will then be asked to confirm you wish to change your security settings, click on Yes
* Click on OK,
Finally, you will then need to close your browser down and start it up again.
Our new site has been designed to work with cookies. Not only does this allow us to help identify our customers as they log in, but it also helps us remember (for a 24 hour period) what was in the customers basket if they were to lose connectivity with the site. Finally, it also allows us to cache pages on the site making the user experience much faster.

How long will my order take?
We will endeavour to keep you as updated as possible regarding the progress of your order. If your order is in stock it will generally be shipped within 24 hours of order placement. The status of your orders can be checked in the "Your account" section. You will also receive emails from us keeping you updated with the progress of your order.
Each product page details a "normally ships " time which is an estimate of the time the item normally takes. However from time to time items may be out of stock either at our warehouse or at our suppliers. In these instances we will place a "special order" and you will be sent an email to let you know that the item you have ordered is currently out of stock and that we have put it on order. We do stay in touch with our suppliers and will try to obtain your order as quickly as possible and despatch it as soon as it arrives.
You will be notified by email once your order has been despatched and delivery time will be dependent on the shipping type you have selected, either by Mail or by Express Delivery.

My order hasn’t arrived
It is our experience that the majority of goods we send out are received by our customers, though, on occasions, a delay can be experienced. We have been advised that packages sent by first class mail generally arrive within 1-2 days of posting, but can sometimes take considerably longer. If your item has not arrived please check with your local sorting office as they may have been unable to deliver. If they do not have your goods, we must wait 30 days before replacing your product for any items sent by Royal Mail. All replacement items will be shipped at the cost of Awakening.org. All items sent by Express Delivery are tracked so if your order has not arrived please contact Customer Service who will be able to investigate further.
For more information check the Delivery Details and Price and Availability Sections.

My order has been part shipped will I be charged extra ?
Even though you may have selected "complete shipment" as a delivery option we do part ship items at intervals rather than keep you waiting for the whole order where some of the other items on the order are out of stock.
We only charge you for the items that are despatched and if we part ship you will not be charged any additional postage costs. Your outstanding items will appear on your Customer Advice as " to follow" and we will ship these as soon as we receive them.

Are prices the same in store?
All prices on Awakening.org are for on-line purchases only and may differ from Book Stores.
In most cases the prices and campaigns are in alignment however there may be occasions where they differ. Therefore if you wish to purchase in your local store we would advise you check with the store the price and availability to avoid disappointment. This particularly applies to the availability of sale and campaign items as once the sales stock has sold through items will revert to the non sales stock.

How do I return an item?
Items purchased in error or unwanted gifts can be returned for exchange provided they are returned in perfect condition, accompanied by a valid Customer Advice Note and within 21 days of receipt. All goods must include original packaging. We are unable to accept items that have been previously exchanged or multiple returns.
Items purchased at Awakening.org can also be exchanged in any of our stores. For full details of how and where to return see the Returning Items section on the left hand side or refer to the reverse of your Customer Advice Note.