Please select a valid entry from the list above.
If you are having problems ordering your free book, firstly make sure that you have logged in. If you still cannot add the book you want to your basket try consulting the subscriptions help page.
If you are still experiencing problems please continue with this form and we will do our best to help.
If your magazine does not arrive within seven days of its due date please contact customer services on 0845 606 4261 who will check to make sure your order has been despatched and arrange a replacement if necessary.
If your magazine arrives damaged or faulty then you should call us on 0845 606 4261 and we will arrange to send out a new copy.
If you have a full Puffin Post subscription you are entitled to claim a free book with each issue. The full selection of free books to choose from are advertised on the website. Books are chosen to appeal to a wide range of ages and tastes, but they always include a mixture of popular titles, books by new authors and established series. Unfortunately the free books you receive are not able to be returned or exchanged unless you have received a damaged or faulty copy, in which case please see our returns help page.
Please ensure that you have entered all of your details correctly and filled in all of the required fields. If you are still experiencing problems, please continue with this enquiry and we will do our best to help.
Please ensure that you are using the correct account number.
If you have forgotten your password, you can use our forgotten password service. A randomly generated password will be sent to the email address registered to your account. You will then be prompted to choose a new password when you log in.
If you have forgotten your email address, you can log in by using your ten-digit account number. If you don't know this number please continue with this form, filling in as many details as you can.
If you have received an error message whilst attempting to log in informing you that your account has been disabled, this may be because:
If you would like to speak to a member of our team regarding your disabled account, please call us on 0845 606 4261.
If you are receiving a different error message, please continue with this enquiry and we will be happy to help. Please provide as many details as possible to assist us with dealing with your enquiry.
Make sure you have entered your details into the correct fields on the activate subscription page. If you are still experiencing technical problems please continue with this form and we will do our best to help.
In the My Account section you can change your email, address, contact and password details. Simply log in and click on the My Account tab, found at the top of every page.
To change your email details or password, enter your new email address or password and click the submit button.
If you need to change the name assigned to your billing address, you can do this by going to edit my billing address.
To change your address, use the link to the right of the address on the address book page. You can only have one billing address in your account. If you do not have alternative delivery addresses set up, this will also be used as your default delivery address.
To find out how to change your account details, including changing your name, address, email address or password, or to find out how to manage your account online, please refer to our account help page before continuing with this enquiry. If you are still experiencing problems, please continue with this form and we will be happy to help.
Puffin Post promotion codes are case sensitive so please make sure that you have entered the code exactly as it is advertised. They are also time specific so check that the closing date for a promotion hasn't expired.
If you are still experiencing problems, please continue with this enquiry and we will do our best to help.
If you have not received a confirmation email within 12 hours of placing your order, please fill in this form and we will try and trace your order for you.
For information on how to place an order with Puffin Post Bookshop please see the ordering help pages before continuing with this form.
Our estimated delivery times are a guide, based on the number of working days (Monday to Friday) it should take for your order to arrive. Delivery times may vary during our busiest trading periods.
Please use the Order tracking area of your account to track the progress of your order.
If your order is showing as despatched, please use the tracking link to track this with the delivery company.
If your order tracking states that your order has not been despatched and the estimated delivery time has passed, please continue with this enquiry and we will be happy to trace your order for you.
If you are not completely happy with your purchase, you may return it to us in its original condition for a complete and immediate refund. Books must be returned to us within 21 days of receipt. Our refund guarantee is in addition to your statutory rights and does not affect them in any way. We do not refund postage costs unless an item is damaged or faulty. For details on how to return an item please see the returns help page.
We are sorry, but we are unable to cancel orders once they have been submitted. Should you decide you no longer want an order once it has been placed, please refer to our returns help for information on how to return your purchase.
If the book you are interested in is showing as out of stock, please check back at a later date to see if it has been re-advertised. Unfortunately we are not able to inform you when a book has come back into stock, but the website is constantly refreshed and we try to ensure that popular titles are never out of stock for long.
If you have a problem that is not covered by the enquiries listed above, please check our comprehensive help pages or continue with this enquiry form, providing as many details as possible, and we will do our best to help with your query.
