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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?

Unfortunately not. Please contact us for more information on how best to order.

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.

Order queries:

How do I place an order?

Take a look at our How to Order Page for everything you need to know, including up-to-date order forms.

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?

Ability to cancel depends on what stage the order is at. We advise sending an email to [email protected] or phoning customer service at 0141 306 3100 to find out if it is possible. 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?

Unfortunately, once an order is processed, no amendments can be made.

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

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

We've never ordered before and we need to set you up as a new supplier. How do we this?

All of our distribution, warehousing and accounts are handled by HarperCollins.

If you don't already have an account with them, please fill out the attached new account form here and send it to [email protected].

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. Your invoice will be sent by HarperCollins.

My invoice has come from HarperCollins. What is the relationship between Raintree and HarperCollins?

HarperCollins handle the distribution of all our warehousing, ordering and accounts. 

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

Please contact our representatives at HarperCollins via [email protected] or 0141 306 3100.

Can I pay by credit/debit card?

All website orders currently are paid via invoice. However, you can call our distributor HarperCollins to place your order and pay by credit card directly over the phone at 0141 306 3100.

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 delivery charge of £4.95 on all orders. Please contact our international team for queries regarding international delivery charges.

Will I be expected to sign for my delivery?

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

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 you will be sent them once 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.

No Nonsense Literacy

I can't log into my account.

If you are unable to log into your account, please contact us.

I've received a letter about my renewal. What do I need to do?

Nothing! Your subscription will automatically renew.