Frequently Asked Questions (Non-UK Customers)

Are you a UK customer? Click here.

Are resources in paper or electronic format?

Unless stated otherwise, resources come as paper photocopy masters and include a single-site photocopy licence.

You can also order the resource in PDF format for an extra 30%, or in Word and PDF (editable) for an extra 50%. PDF format allows you to print the resources easily and put them on a secure VLE, and Word format allows you to edit the resources to tailor them to the requirements of your students. Prices include a single-site copy licence.

Is there a discount for multiple sites?

Yes. Each additional site pays just 50% of the invoice cost. This is subject to the order for the additional sites being placed at the same time and only applies to different sites in the same organisation.

How much is postage?

We charge a standard postage and packing rate of 20 for Europe and 40 for countries outside Europe, unless otherwise specified.

If the resource is a digital resource, or if you are ordering the PDF or Word formats (see above), then you can choose to receive the resource electronically (by email, or as a download, depending on the size) and to forgo the physical copies. In this case there will be no postage charge.

How do I make an order?

You can order online, by post, fax, email or telephone.

Is pre-payment Required?

Pre-payment is required for all non-UK orders. We accept payment by cheque in pounds sterling (please make cheques payable to ZigZag Education) and BACS/transfer (account details are on the bottom of your invoice). If the transaction is from non-sterling currency, then we require you to pay any bank charges.

We also accept payment by credit card from non-UK customers. This is made via a secure online service, please follow the instructions from the basket link above. There is a 4.50 charge for us to take a credit card payment over the phone, or 1.70 to pay by credit card online; this is vatable unless all the items on your invoice are zero rated, in which case it is zero rated too.

Do I need to pay VAT?

If you are outside the EU, then you do not pay any VAT. If you are inside the EU, then you will be charged VAT on any vatable items, unless you provide us with a valid VAT number.

How long will it take for my order to be delivered?

We aim to dispatch in 2-5 working days of receiving your order and payment. If the items are not available, we will let you know this is normally only the case with items with pre-order dates.

Why can't I view an inspection copy (preview) of a resource?

Most of the time you will only be able to view the resource when it becomes available for dispatch, although occasionally a draft version may be available to view. This is because the resource is being worked on by our dedicated team of proofreaders, editors and formatters see the anticipated publication dates if this is the case.

Why are some resources listed as pre-orders?

This is because we are taking orders while the resource is being prepared for publication.

What do the dates on pre-order items mean?
Will the dates ever be set back?

The dates may occasionally be set back (e.g. where an external expert checker requests essential improvements to a resource and changes need to be made by an external writer). We will let you know if this happens. Be assured that we will be working as hard as possible to get the resource to you as soon as possible.

What if I need the resource before the date(s) given?

If you have a query or need a pre-order resource for a specific date sooner than those given, please email us at to let us know. We may be able to raise the priority of a resource through production cycles if several customers request it.

How can I be kept informed of when pre-order items are ready for dispatch?

You can request to receive an email alert when a particular resource becomes ready for dispatch by clicking on the button on the web page for that product.

You can also register to receive alerts for all new resources for your subject, by choosing a subject on the left and then completing the form on the right of the page.

© ZigZag Education, Unit 3, Greenway Business Centre, Doncaster Road, Bristol BS10 5PY