Our online Help Desk gives information most frequently asked about shopping at Sound Stories. Just click on a topic from the menu shown left. If we aren't able to fully answer your question, please contact us through e-mail and we will respond to you personally.

Customer Service

For questions regarding an order or anything else we can help you with, please email our Customer Service Department at helpdesk@soundstories.co.uk.

Problems or Comments About Our Site
If you have been unable to find the answer to your question, please send us an e-mail to info@soundstories.co.uk and we will respond to you personally.

Comments on our site should be sent to manager@soundstories.co.uk

The first time you visit Sound Stories and want to order a book, we create your Customer Account. You enter your personal information (name, address, phone, number, etc.) only once and then every time you return to the site to make a purchase, all you have to do is enter your username (which is the same as your e-mail address) and password.  We retrieve all your personal information from our database.

Bookmark Our Site
To make it easy to return to Sound Stories, we suggest you bookmark our site!

Safe Shopping Guarantee
We back every purchase you make by credit card at Sound Stories by our Safe Shopping Guarantee. We use the latest encryption technology to keep your personal information safe and we do not release it to any outside organisation. 

Privacy Policy
Be assured that we keep all personal information submitted to us in the strictest confidence. The information is stored in compliance with Data Protection legislation, where necessary on a secure server and is only used to process orders from Sound Stories.  This information will not be released to anyone other WorldPay for the secure process necessary to fulfill your order.  We do not rent or sell your name, address, credit card information or personal information to any third party without your permission. However, we must cooperate fully should a situation arise where we are required by law or legal process to provide information about a customer.

If at any time you want to know what information Sound Stories holds about you, then feel free to contact us at sales@soundstories.co.uk and we will provide you with all the information we hold about you. Please note that a small administration fee may be required to complete this task.

If you have purchased from our store, we may occasionally update you via email of special offers. To let us know you do not wish to receive email from us, please advise us at helpdesk@soundstories.co.uk or de-select the tick box in Account settings.

Search Tips
If you already know the title or author of the book you want to buy, you can go straight to that book from the home page, just type in the title, author's name, or, if you know it, the ISBN of the audio book, select a category from the drop down list and button and then click on Go.

Alternatively, if you just want to browse through our extensive range, then use general categories.  Once a listing has been displayed, you can view the large cover image if available by clicking on the thumbnail or order by clicking on the "add to basket" link.

Title Request
If you are unable to find the publication you are looking for using the search facility, please fill out the details about the title, author and if known the ISBN and we shall try to add the title to our stock range. Please be aware that if the title is not available in audio format or is for some reason unavailable or Out of Print Sound Stories will not advertise the publication online.
Where a title is available we usually add it to the web site within 24 hours of your Title Request.

How to Buy
We have made every effort to make buying a book from Sound Stories as simple as possible. Use the categories or search facility to look up a book and once you have found a title you want to buy, click on the Add to Basket button and you will be taken to a page showing the contents of your basket. Then you may either continue shopping or complete your order.
If you are a new customer, you will be asked to register your information for security and convenience. If you have purchased from us in the past you will be promted to login if you have not already done so.

How to Check Out the Items in Your Basket
When you click on "Check Out" you are taken to your shopping basket, Here you can review your purchases and if necessary, make changes to your order.

If you decide you don't want to buy a particular title after all and want to take an item out of your shopping basket, Click in the quantity box and change the number to 0. By pressing the re-calculate button the item will then be removed and the new total displayed.

If you want to order additional copies or change the number of copies you want to buy of a particular title, highlight the number in the "Quantity" box by left clicking on your mouse, type in the number of copies you now require, and Click on the "Re-calculate" button.
Select the delivery option you require, by clicking the Re-calculate button the shipping cost and total will be changed automatically. Click on the "Buy Now" button.

If you're an existing customer, enter your username and password, and click on "Log in". Confirm the delivery address (If you need to change the deliver address or other personal details, simply click on the Your account button, change the information and return to the Basket).

If you are a new customer, click on "Create New User Account button and enter the required information. This is where you will create your Username and Password, which will enable you to shop in future without having to type in your personal details again.

When you have completed the form, select the delivery option you require, and then you will return to your order.

You will then be presented with a summary of your order on our secure pages at WorldPay, if you are happy with your order, click on the confirm order button which will then present you with a (pre-completed) payment details page. Check that your details are correct, select you credit card type and expiration date from the drop-down menus and enter you card number in the box. Click on the "Confirm Order" button.

Our Guarantee
We guarantee the book you purchase will reach you in good condition.If it doesn't or you are not completely satisfied with it for some other reason, please return the item to us (within 30 days of receipt) and we will replace or refund the full cost of the book. Shipping and handling expenses are not subject to refund unless the book was damaged or we shipped you the wrong product. If so, we will absorb the costs to send you the correct item.This does not affect your statutory rights. Refunds will be given at the discretion of the Company Management

Please Note: In compliance with the Data Protection Act 1998, the personal details we require is the minimum information we need to process your credit card.

Delivery Methods
Sound Stories can send to any UK postal address and many other international destinations.

We offer three UK delivery options. You can choose from first or second class postage, courier using Securicor's new PremiumPM service (which guarantees next day delivery between 1600 and 2000 hours), or FREE delivery to our Milkmaid House office, where you can pick up your order at your convenience.

Please note that all UK deliveries are done using a signatory service for security or your order.

If your order is going outside the United Kingdom, it may be delivered by surface mail, airmail or courier by selecting the relevant options (please see details in the table below). Surface mail is by land or sea to the destination country, and then by the local postal service. Airmail is by air to the destination country and then by the local postal service.

Delivery Charges
Delivery options and associated charges (as detailed in the table above) need to be selected by you when you complete your order. They are also displayed throughout the payment process.

Delivery Times
Many items on our site are readily available in our warehouse and we attempt to ensure that all orders of such items placed with us by 11:30 a.m. on a working day are dispatched the same day. In cases where we have to obtain a book from the publisher, then delivery takes a little longer.

All delivery times are estimates only and cannot be guaranteed by Sound Stories.

Availability
Very rarely a title may appear on Sound Stories that have recently been designated unavailable or out-of-print. If an order can not be dispatched for any reason, you will be notified and any monies paid returned in full.

Titles which are not in stock may be back-ordered and should be fulfilled within thirty days of the order, if this is not possible you will be contacted to discuss or cancel your order. Sound Stories will then send you an e-mail confirming order status.

Returns
Sound Stories will accept returns of books with a delivery note, within 30 days of purchase. If you have no delivery note, please return the book with a copy of the order acknowledgement email you received on placing your order.

Returned items must be in resaleable condition
When returning items to our Customer Service Center, please indicate the reason for your return on the reverse side of the packing slip (include the packing slip in the box). For your protection, you may wish to send your return via insured parcel post. Please send all returns to:

Sound Stories
Attn: RETURNS Dept.
Sound Stories Audio Books,
Milkmaid House,
Rampton End,
Willingham,
Cambridgeshire
CB4 5JB

Sound Stories cannot pay for return shipping charges unless we have made a shipping error. All returns, including any credits applied for return shipping charges, will be credited to your account. We will make every effort to process returned items within 7-10 business days. Please note that it may take 1-2 billing cycles for your bank to post the credit to your statement (normally 48 hours from the time of refund).

Payment Options
We accept Visa, Switch, Delta, Solo and Mastercard cards and all amounts are in £ Sterling. Credit cards are handled by WorldPay's secure server and charged the next business day after the order is filled. You are given the option to pay in other currencies when using the secure payment system; the amount specified will be the total amount in £ Sterling (GBP) converted at the current (daily determined) exchange rate.

Invoices
We do not currently accept purchase orders since all orders must be pre-paid. If you are a corporate and organizational customer, please contact us at sales@soundstories.co.uk to make special arrangements.

Create an Account
To process your orders, we need to set up an account for you first. Having an account will enable you to place orders faster. Your User Name and Password are the keys to your Customer Account; they must be entered before any information can be accessed or changed.

You create your account the first time you go through the Check Out process. Here's how:

1. When you're finished shopping click on the Buy Now button.
2. As a new customer, Click on the "Create New User Account" button.
3. Enter your personal details. These details are the minimum information we need to ship you your order correctly and to process your credit card. For your security, we do not retain details of your credit card with your personal information; rather, we require you to enter credit card information each time you make a purchase.
4. At this point you will also create your user name and password. This will enable you to come back in future and shop without having to type in your personal details again. Make sure you keep your user name and password in a safe place.
5. When you have completed the form, select the delivery option you require, and then Click on the "Continue with Order" button.

Change Your Account Information

1. Click on the "Your Account" link at the top of the home page page. This will take you to the Account Login page. Enter your User Name and Password and Click on the "Login" button.
2. To enter new information, Click Edit, delete the current entry from the relevant field, type in the new information, and click on the "Update" button.

Change Your E-Mail Address and Password

1. Click on the "Your Account" link at the top of the home page page. This will take you to the Account Login page. Enter your User Name and Password and Click on the "Login" button.
2. To change your email address,enter a new one in the field provided. Please take a moment to double-check your email address. If it's not correct, we won't be able to contact you.
3. To change your password, Click on the Edit buttonand enter a new password in the field provided. Once you have made all your changes, click on the "Update" button. We ask you to provide a password hint so that if you ever forget your password, you can just email us and we'll provide you with this hint.

Customer Service
For questions regarding an order or anything else we can help you with, please email our Customer Service Department at helpdesk@soundstories.co.uk.

Problems or Comments About Our Site
If you have been unable to find the answer to your question, please send us an e-mail to helpdesk@soundstories.co.uk and we will respond to you personally.

Comments on our site should be sent to webmaster@soundstories.co.uk