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Order queries:

How do I place an order?

Take a look at our How to Order Page for everything you need to know.

Will I receive an order confirmation?

Yes. You will receive an order confirmation by email as soon as we’ve received your order.

How can I check the status of my order?

Simply contact us and we’ll give you an update. Please have your order number to hand.

How can I cancel my order?

You can cancel your order (within the first 24 hours after placing it via our website) by calling us on 01256 302699. Please have your order number to hand.

I forgot to add a purchase order number to my order. Can I add that once the order has been submitted?

You can add a purchase order number to your order (within the first 24 hours after placing it via our website) by calling us on 01256 302699. Please ensure you have your order number to hand.

How do I find out if there are any discounts available for my order?

Please contact us on 01865 312244 and we’ll advise you.

How do I use a promotion code to get a discount on my order?

Simply enter the code in the Promotion Code field when you order online and the appropriate discount will be taken off your order total.

Can I have a look at your resources before I order them?

Yes. Our educational consultants are always available to visit you in school to show you any resources you’re interested in and there’s never an obligation to buy. Simply contact your local educational consultant to arrange a visit today.

We also have free samples available of many of our programmes and so please contact us to request a sample today.

Payment:

Can I pay on our school’s account?

Yes. Please select your school from the drop-down menu when ordering and your order will go on your school’s account and you will receive an invoice.

I can’t find our school in the drop-down menu. What should I do?

It’s really easy to add your school details. Simply follow the steps when prompted.

I have received my order confirmation. When will I receive my invoice?

Your invoice will be sent with your order up to 5 working days after your order is placed.

My invoice has come from MDL, Macmillan Distribution Limited. What is the relationship between Raintree and MDL?

Macmillan Distribution Ltd handle the distribution of all our orders and many of our order queries.

I have a query about my invoice. Who shall I contact?

Please contact our representatives at Macmillan Distribution Ltd on 01256 302699.

Can I pay by credit/debit card?

Of course! Simply select this payment type when ordering.

My account:

How do I register for a Raintree account?

It’s easy! Log In on the top right of our homepage and this will take you to a web page where you can complete a short online form to register for a Raintree account.

I am a private individual not a school. Can I still register for a Raintree account?

Yes. Simply select private individual as the user type when registering.

Can my school have more than one Raintree account?

Yes. Multiple contacts at a school can have their own Raintree account so orders can be placed by different people in your school however all orders will go on the same main school account for invoicing purposes.

I’ve forgotten my Raintree account password. What should I do?

Simply click on the Log In tab on the top right of our homepage and this will take you to a web page where you can see a Forgotten Your Password link. Click here to create a new password.

Can I change the password for my Raintree account?

Yes, and it’s really easy to do so! Simply click on the Log In tab on the top right of our homepage and this will take you to a web page where you can see a Forgotten Your Password link. Click here to create a new password.

Is the information I provide when registering for a Raintree account shared with any other parties?

No. All the information provided is secure and not shared with any other parties.

Dispatch & Delivery:

When will I receive my order?

Orders are delivered within 5 working days of the date the order is placed. For information on delivery times to addresses outside the UK please contact our international team.

Will I be charged for delivery?

For orders going to UK addresses there’s a small delivery charge of £2.95 on orders of £50.00 or less. Delivery is free on orders over £50.00. Please contact our international team for queries regarding international delivery charges.

Will I be expected to sign for my delivery?

Yes, please you are available to sign for the delivery or someone is available to sign on your behalf.

Out of Stock Items and items that are not yet published: Some of the items I’ve ordered are out of stock and not yet published. When will I receive these?

Items that are not available will be highlighted on your invoice and information will be given as to when they are available.

Returns & Refunds:

Am I entitled to a refund?

Please write to us within 14 days of receiving your order to request a refund and ensure you quote your invoice number on all correspondence. We will then get back to you to confirm if a refund is available:

Macmillan Distribution Ltd
Cromwell Place
Hampshire International Business Park
Lime Tree Way
Basingstoke
Hampshire
RG24 8YJ

How do I return my order?

Information on how to return your order is on the back of your invoice. Please note carriage and package of items to be returned is at your expense and liability and all items for authorised return must be received in a re-saleable condition.

How do I get in touch with Raintree?

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