FAQs

No. The store is open to everyone, including current students, staff, alumni, parents and members of the public. A small number of items may be restricted to a particular group — where that applies, it is noted on the product page and you may be asked to sign in or enter an access code.

You can browse freely without an account. When you are ready to check out you may either register for an account or, where enabled, complete your order as a guest. Registering lets you view your order history and speeds up future purchases.

For your security we never store passwords in a form anyone can read, so we cannot look yours up. Please use the Forgot password link on the sign-in page and we will email you a link to set a new one.

First check that Caps Lock is off and that you are using the email address the account was created with. If it still fails, request a password reset from the sign-in page. If the reset email does not arrive within a few minutes, please check your spam or junk folder before contacting us.

Yes. Sign in and open the Orders section of your account, where you can review each order and download a copy of its confirmation. A confirmation is also emailed to you at the time of purchase.

You can pay securely online through IODM's payment platform using most major debit and credit cards. Where your institution has enabled it, you may also choose to pay by bank transfer (offline payment) — full instructions are shown at checkout and included in your order confirmation.

No. We do not add a surcharge for paying by debit or credit card. Your card provider may apply its own charges for certain transactions, so please check with them if you are unsure.

If you select bank transfer at checkout, your order is placed straight away and we email you the account details and a payment reference. Please quote the reference exactly so we can match your payment. Orders are usually processed once the funds have cleared. For further detail see our terms and conditions.

No. Card payments are handled by IODM's payment platform, and your full card number is never stored on the store itself. This keeps your payment data protected in line with industry security standards.

Payments are most often declined because of a typing error in the card number, expiry date or security code, insufficient funds, or a security check by your bank. Please check the details and try again, and contact your card provider if the problem continues.

Yes. All pages are served over an encrypted (HTTPS) connection, and payments are processed by a secure payment provider. You should see a padlock symbol in your browser's address bar while you shop.

Prices shown include VAT where it applies. Any VAT charged is itemised on your order confirmation. Delivery charges, where they apply, are added at checkout.

Delivery charges depend on the size and weight of your order and the destination. Any charge is calculated and shown at checkout before you pay. Some items — for example digital downloads, event bookings and course registrations — have no delivery charge. See delivery and returns for more.

Delivery times vary by product and destination. An estimate is shown at checkout and, where applicable, we aim to dispatch in-stock items promptly. Personalised or made-to-order items may take longer.

Where international delivery is offered, available destinations and charges are shown at checkout. Please note that customs duties and local taxes may apply on arrival and are the responsibility of the recipient.

Certain products are supplied electronically rather than posted. After your payment is confirmed, the download becomes available from your account and via a link in your confirmation email. No item is shipped for these products.

You can check the current status of any order in the Orders section of your account. Where a tracked delivery service is used, any tracking reference will be included in your dispatch email.

Please first check the estimated delivery date on your confirmation and the status in your account. If your order is overdue, contact us with your order number and we will look into it for you.

Yes, subject to our returns policy. In short, eligible goods may be returned within the stated period provided they are unused and in their original condition and packaging. Some items are excluded — please read the policy in full before returning anything.

Once we have received and checked a returned item, we aim to process your refund within the period set out in our returns policy. Refunds are made to the original payment method.

Please use our contact form for any question about your order, a product, or a payment. Including your order number where relevant helps us respond more quickly.