Delivery Policy

UK Delivery

Deliveries should be made approximately 5-7 working days after you place your order if not sooner depending on the postage service you selected (excluding Weekends). If your order is placed over an office closure period such as Christmas or bank holiday then please allow an additional 2 working days for delivery. In the unlikely event that we do not have a specific item in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

The cost of UK Standard Delivery is £3.99 and your order will be sent out via the most suitable carrier, depending on size and weight.

The cost of UK 72 hour trackable service is £5.50 and your order will be sent out via the most suitable carrier, depending on size and weight.

Please note that your order can be delivered anytime between 7am and 9pm and a signature may be required on receipt.

We use the Royal Mail/Yodel service and occasionally where appropriate we use Signed For service to ensure protection and tracking for the customer and. This service requires someone to be present at the address to sign for an item to ensure delivery. We recommend, therefore, ensuring that the address used for delivery is one where someone is likely to be: e.g. delivering to a work address rather than a home address. If Signed For service is used the confirmation e-mail you are sent when we send your item will include a tracking number which you can use on the Royal Mail website to check the progress of your parcel. Please note that if no one is at the address when delivery is attempted then the carrier should leave a calling card telling you how you can arrange redelivery or collect the item. If a week has passed since you received your confirmation e-mail we'd recommend using the tracking number to see whether or not delivery has been attempted. If delivery has already been attempted then you should contact Yodel or your local Post Office directly to try and rearrange delivery. If a period of more than two weeks passes after delivery is attempted then it is highly likely the Royal Mail will attempt to return the item to us. Until we receive such returned items we are unable to reattempt delivery.

If it has been 21 days since you made your order and you have received nothing we advise contacting us (ousa-services@open.ac.uk or call us on 01908 652026) as quickly as possible so that we can attempt to ascertain what may have happened.

Personalised goods are dispatched by individual suppliers, and as such different postal methods are used for these goods (you may be required to sign for delivery of these goods). Personalised goods are usually dispatched within 4-6 weeks of the order being processed.

Unfortunately we cannot deliver on a bank holiday and during university’s closure days (25.12 to 01.01). In this instance please expect your delivery on the next working day or after the closure days.

Delivery within the EU

Deliveries will be made from approximately 5-10 working days after you place your order. If your order is placed over an office closure period such as Christmas or bank holiday then please allow an additional 5 working days for delivery. In the unlikely event that we do not have a specific item in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery within the EU is charged on a flat rate basis, regardless of the weight of your package.

The cost of EU Standard Delivery is £8.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

Please note that your order can be delivered anytime between 7am and 9pm and a signature may be required on receipt.

USA Delivery

For delivery to the USA delivery will be made from 7 working days but is determined on the internal post service time-scales within the destination country. If your order is placed over an office closure period such as Christmas or bank holiday then please allow an additional 5 working days for delivery. In the unlikely event that we do not have a specific item in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery to the USA is charged on a flat rate basis, regardless of the weight of your package.

The cost of USA delivery is £10.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

Rest of the World Delivery (inc. Non-EU countries)

For delivery to countries outside of the UK and the EU delivery will be made from 7 working days but is determined on the internal post service time-scales within the destination country. If your order is placed over an office closure period such as Christmas or bank holiday then please allow an additional 5 working days for delivery. In the unlikely event that we do not have a specific item in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery to the Rest of the World is charged on a flat rate basis, regardless of the weight of your package.

The cost of Worldwide Delivery is £15.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

Has my order been despatched yet?

As soon as your order is dispatched by our dedicated team, you will receive a message to confirm that it's on its way and provide with a tracking number if applicable.

What if I need to return my order?

You may return most items within 28 days of delivery for a full refund. We will also pay the return shipping cost if the return is a result of an error at our end.

Please note that we are unable to exchange items unless damaged, defective, or incorrect.

We cannot accept returns of certain items, including:

  • Any item that is returned more than 28 days after delivery.
  • Any item that is not in its original condition, has been damaged, or is missing parts.

Please note that past exam papers are non-refundable except in the following instances:

  • Where a customer has mistakenly ordered duplicate papers (exam papers by post only)
  • Where a dispatch error has occurred 
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