General Questions

Order Cancellation and returns form: Use this form for any retuns or cancellations.

Subscriptions

I have not received all my issues, how can I check if they have been sent?

How can I buy an issue I am missing?

I have received the wrong issue what can I do?

Can I check my subscription status online?

How can I cancel my subscription?

Can I suspend my subscription temporarily?

I have received a mailing from DeAgostini and I want to unsubscribe from your mailing list. How do I do this?

Have you received my subscription, I have not had confirmation?

If I take out a subscription what will I be entitled to?

What methods of payment can I use to pay for my subscription?

Can I get the free gifts without subscribing?

I have not had confirmation of my subscription?

 

 

Digital Edition Subscriptions

I am unable to acess my digital issues?

I am unable to install the Digital Editions app on my delivce (i.e Samsung Note 3).  It says it is not compatible?

How do I access the Digital Edition of my chosen title?

Why is there a fee applied to digital subscriptions?

 

 

Binders

Binders with pins - I have received a binder but don't know how to secure the magazines into it, what should I do?

You have sent me a magazine binder but I don't want it, what can I do?

Can I buy magazine binders or DVD storage boxes even if I don't subscribe?

Binders with clips - I've received some clips with my binder but I'm not sure how to use them, can you explain?

 

 

Payments

I need to update my card details for you to take further payments. How do I do this securely?

What methods of payment can I use to pay for my subscription?

If I pay for my subscription by credit card or Direct Debit, when will the money be taken from my account?

 

 

 Account problems

I have recently moved house, please can you update your records?

I cannot log into my account, what do I do?

I have recently moved house, please can you update your records?

Gifts

I have not received all my free gifts, how can I check if they have been sent?

Can I get the free gifts without subscribing?

I have not received all my free gifts, how can I check if they have been sent?

 Products

When I have completed the model, will I be able to sail it in water?

Model Space Download Centre

How do I assemble my display stand?

Email

I have had no response to my email, when will I get a reply?

DVD

You have sent me a DVD storage box but I don't want it, what can I do?

Can I buy magazine binders or DVD storage boxes even if I don't subscribe?

 

How do I contact you?

 

 

 

Subscriptions 

I have not received all my issues, how can I check if they have been sent?

You can view your account online and check to see if we have sent them out, please click here to log into your account. If you have not yet registered, it only takes a few minutes.

If you have recently subscribed please allow up to 14 days for the delivery of your first parcel.

Some parcels that we send out which include gifts, magazine binders, or DVD storage boxes may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us.

If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card.

If you have checked your account online and the issue you are waiting for does not show, we may currently be out of stock on this particular item. If we are, don't worry, it will automatically be sent to you as soon as it's available. If we are out of stock, there's no need to contact us as we will have a note on your account to remind us to send it when it comes in.

Don't forget to check your account online. Please click here to log into your 'My Subscriptions'.

 

 How can I buy an issue I am missing?

Please click here (http://shop.deagostini.co.uk/filter-by/back-issues/) to order any back issues that you are missing.  You can also order magazine binders or DVD storage boxes where relevant, plus other exciting products related to a collection.

 

I have received the wrong issue what can I do?

We are sorry to hear that we have sent you the incorrect issue. We will gladly accept it back and replace it with the correct one.

Please contact our Customer Services department click here.

 

 I have not received all my issues, how can I check if they have been sent?

We are sorry to hear that you have not received all your issues.  We aim to send issues out every calendar month and in some cases more frequently. 

You can view your account online and check to see if we have sent them out, please click here to log into your account. If you have not yet registered, it only takes a few minutes. 

Some parcels that we send out which include gifts, magazine binders, or tank display cases may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us. 

If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card. 

If you have checked your account online and the issue you are waiting for does not show, we may currently be out of stock on this particular item. If we are, don't worry, it will automatically be sent to you as soon as it's available. If we are out of stock, there's no need to contact us as we will have a note on your account to remind us to send it when it comes in. 

Don't forget to check your account online. Please click here to log into your account.

 

Can I check my subscription status online?

Yes, you can now access ‘My Subscriptions’ by following this link.  You will need to register to access your collections and this will only take a few moments.  You will be able to see the following information:

  • Check to see which issues have been sent to you and when
  • Check to see which gifts have been sent to you and when
  • Check what you have paid for and see if there is anything outstanding
  • Automatically add magazine subscriptions to your ‘My Subscriptions’ profile
  • Manually add any missing magazine subscriptions
  • Print a copy of your dispatches and payments
  • Check to see which payment and delivery details we have for each of your subscriptions

 

How can I cancel my subscription?

We are sorry to hear that you want to cancel your subscription.

You are free to cancel at any time; all we ask for is 28 days notice as we may have recently sent you your next dispatch.

To cancel your account, please telephone us to speak with a Customer Service Agent who will be happy to complete your request Click here.

 

Can I suspend my subscription temporarily?

You can cancel your subscription at any point by giving us 28 days notice.  If you wish to continue again, please click here and ask for your account to be reinstated.

 

I have received a mailing from DeAgostini and I want to unsubscribe from your mailing list. How do I do this?

I have received a mailing from DeAgostini and I want to unsubscribe from your mailing list. How do I do this?

Click unsubscribe on your email.  If you have received a mail by post, please send it back click here. 


Have you received my subscription, I have not had confirmation?

Have you received my subscription, I have not had confirmation.

When you subscribe you will receive a welcome pack within 14 working days. This contains further information about your subscription including your account number which you will need to keep handy when contacting customer services so that they can deal with your query speedily.

You can now check your account online and see what we have sent to you, which issues have been paid for, and any outstanding balance. Please click here to log into your account. If you have not yet registered, it only takes a few minutes.

 

If I take out a subscription what will I be entitled to?

If you subscribe, you will receive some fantastic benefits including

  • Free gifts, exclusive to subscribers.
  • The convenience of having your issues delivered direct to your door
  • You should never miss out on an issue
  • We will strive to have your issues with you before they are available in the shops

To subscribe to any of our magazines, please visit our home page.

 

What methods of payment can I use to pay for my subscription?

Subscribing is easy and paying for your collection is even easier.

We accept all major credit cards including Visa, MasterCard, Delta and Visa Debit, or you can pay by Direct Debit ensuring that we send you your issues as soon as they are available.

If you would like to subscribe, please visit our subscription page click here.

 

Can I get the free gifts without subscribing?

Free gifts are only available to subscribers.

In addition to receiving free gifts, subscribing is more convenient as we will send your issues direct to your door ensuring that you never miss an issue. 

Should you wish to subscribe to any title, please visit subscription page click here.

 

I have not had confirmation of my subscription?

If you have subscribed via our website you receive an email confirmation when you place your order.  If you have subscribed via an order form or by post, you will then receive a welcome pack within 14 working days.  This pack contains further information about your subscription including your account number which you will need to keep handy when contacting customer services so that they can deal with your query speedily.

You can now check your account online and see what we have sent to you, which issues have been paid for, and any outstanding balance.  Please click here to log in to 'My Subscriptions'.  If you have not registered, it only takes a few minutes.

 

 

 

Digital Edition Subscriptions

I am unable to access my digital issues?

For suggestion or help with technical problems, send an email to  deagostini digital editions  digitaleditions_support@deagostini.com.   Please provide the following information so that we can deal with your enquiry as quickly as possible.  Your Customer Code, the email used for your subscription and the title of the collection you have subscribed to.

I am unable to install the Digital Editions app on my device (i.e. Samsung Note 3).  It says it is not compatible?

After taking out your subscription, downloading the app in the app store  and loging in, you should then be able to access the content on all the following devices listed here.  (iPad, iPhone and Android tablet).
If your device is not compatible,  we are currently working on a web version which we will have available shortly.  Please check back on a regular basis for updates on this platform

How do I access the Digital Edition of my chosen title?

You can easily get access to the digital version of your magazines by downloading the app De Agostini Digital Editions on iPad, iPhone or Android tablet:

iPad/iPhone - https://itunes.apple.com/gb/app/digital-editions/id863126996?l=en&ls=1&mt=8
Android tablet - https://play.google.com/store/apps/details?id=com.deagostini.pub.DigitalEditions

Once you’ve logged in, you can download the first issue of the collection into your library straightaway.
You can download further issues as soon as they become available within your subscrption.

 

Why is there a fee applied to the digital subscriptions?

With regards to digital editions, DeAgostini has introduced this service as an optional extra to complement your postal subscription. This has merited considerable investment within DeAgostini Publishing in terms of both rights clearance, and the provision of a digital edition platform that is available across all countries where we publish. As such, DeAgostini have applied a small charge on each issue to cover this investment, with a view to offering this additional service to all our customers on future publications.

 

 

 Binders

Binders with pins - I have received a binder but don't know how to secure the magazines into it, what should I do?

Step 1 - locate the binder pins, these are normally secured within the binder.

Step 2 - Rotate one of the pins until it detaches either end of the holder.

Step 3 - Starting at the bottom of the binder, push the pin into the slot on the very left.

Step 4 - Push the pin all the way through the slot.  There should be a small gap under it for the magazine.

Step 5 - Open your magazine to the centre pages (starting at issue 1), and slid it under the pin you have just inserted

Step 6 - Now insert a pin to the top binder slot, again starting on the left.  Ensure the magazine is under the pin as you push it in.

Step 7 - Push the pin all the way in.

Step 8 - You can now repeat this process with each subsequent issue.

 

You have sent me a magazine binder but I don't want it, what can I do?

Magazine binders are a fantastic way to store your issues, ensuring that they remain in perfect condition.  If you subscribe and magazine binders are available, we will send these to you automatically.  To opt-out please contact customer service click here.

If you have recently received a binder and do not want it please contact customer service click here.

Can I buy magazine binders or DVD storage boxes even if I don't subscribe?

Yes buy them here.

 

 

 

 Payments

I need to update my card details for you to take further payments. How do I do this securely?

Unfortunately you cannot update your payment details online at present so you will need to contact us by telephone.



What methods of payment can I use to pay for my subscription?

We accept all major credit cards including Visa, MasterCard, Delta and Visa Debit, or you can pay by Direct Debit ensuring that we send you your issues as soon as they are available.

Unfortunately we currently do not accept Maestro, Electron or Solo

If you would like to subscribe, please visit our home page.

 

If I pay for my subscription by credit card or Direct Debit, when will the money be taken from my account?

We will debit your credit card or bank account after we have sent you a delivery.  There is no fixed date that we will do this but it will be approximately every 30 days, unless notified otherwise.

If you are paying by direct debit, please check on the delivery note included with your parcel as this will specify a date on or around when your account will be debited

 

Account problems

I have recently moved house, please can you update your records?

If you have recently moved house, Please confirm if we should update both your billing and delivery address.

We will then update our records with the new information.  Within 24 hours, you will be able to sign into your account online to see the updated details by following this link.

 

I cannot log into my account, what do I do?

You can now access ‘My Subscriptions’ and view your account online, however, you do need to register to view it.  Please click here to go to the 'My Subscriptions' home page where you can register. 

Registration only takes a few moments.  Once registered, we will send an email to you to confirm your email address.  For your security, you will need to click the link in the email to validate your email account, only then will you be able to view your subscriptions.  

If you have not received emails from us before, please check your spam folder within your email application such as Hotmail or Yahoo! as it may have been sent there.  Please add us to your safe senders list too.

If you have previously registered but have forgotten your password, click on Forgotten Your Password.  You will be prompted for your email address and will then be asked your security question that you entered when you registered.  If you are locked out of your account please contact Customer Services on 0845 1489 250 or email customercare@deagostini.co.uk. 

Once you've logged in you will be able to see the following information:

  • Check to see which issues have been sent to you and when
  • Check to see which gifts have been sent to you and when
  • Check what you have paid for and see if there is anything outstanding
  • Automatically add magazine subscriptions to your ‘My Subscriptions’ profile
  • Manually add any missing magazine subscriptions
  • Print a copy of your dispatches and payments
  • Check to see which payment and delivery details we have for each of your subscriptions

 

I have recently moved house, please can you update your records?

If you have recently moved house, please select the Ask a Question tab above, enter your email address, account number, and use the Question section to confirm your old and new address.

Please confirm if we should update both your billing and delivery address.

You could also telephone our customer service on 0845 1489 250.  Calls cost 5p per minute from a UK landline.  For customers in the ROI please call +44 845 1489 250.  Calls from ROI will be charged according to your service provider.  We will then update our records with the new information.  Within 24 hours, you will be able to sign into your account online to see the updated details by following this link.

 

Gifts

I have not received all my free gifts, how can I check if they have been sent?

We are sorry to hear that you have not received all your free gifts.  Gifts are not all sent out together but are sent out with specific deliveries.

You can view your account online and check to see if we have sent them out, please click here to log into 'My Subscriptions'. If you have not yet registered, it only takes a few minutes.

If you have recently subscribed please allow up to 14 days for the delivery of your first parcel.

Some deliveries that we send out that include gifts, magazine binders, or DVD storage boxes may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us.

If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card.

If you have checked your account online and the gift you are waiting for does not show, we may currently be out of stock on this particular item. If we are, don't worry, it will be automatically be sent to you as soon as it's available. If we are out of stock, there's no need to contact us as we will have a note on your account to remind us to send it when it comes in.

Don't forget to check your account online. Please click here to log into 'My Subscriptions'.

 

Can I get the free gifts without subscribing?

Free gifts are only available to subscribers.

In addition to receiving free gifts, subscribing is more convenient as we will send your issues direct to your door ensuring that you never miss an issue.  Please search by magazine title for a complete list of gifts available.

Should you wish to subscribe to any title, please visit our home page.

 

I have not received all my free gifts, how can I check if they have been sent?

We are sorry to hear that you have not received all your free gifts.  Gifts are not all sent out together but are sent out with specific parcels.

You can view your account online and check to see if we have sent them out, please click here to log into your account. If you have not yet registered, it only takes a few minutes.

If you have recently subscribed please allow up to 14 days for the delivery of your first parcel.

Some parcels which we send out which include gifts, magazine binders, or display cases may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us.

If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card.

If you have checked your account online and the gift you are waiting for does not show, we may currently be out of stock on this particular item. If we are, don't worry, it will be automatically sent to you as soon as it's available. If we are out of stock, there's no need to contact us as we will have a note on your account to remind us to send it when it comes in.

Don't forget to check your account online. Please click here to log into your account.

 

Products

When I have completed the model, will I be able to sail it in water?

No, the design and construction of this model is to produce a static display model only.

 

Model Space Download Centre

To access the Download Centre, please click here.

New subscribers will automatically be sent a username and password when they subscribe, if you have lost either, please use the Ask A Question tab above and send us your query, we'll arrange for the details to be resent.

 

How do I assemble my display stand?

Slide the shelves into the grooves - insert the shelves one at a time, as far as they will go, then lay it face down and press until the shelves slide in.

Tip: To help ease the shelves into place, use a lubricant such as washing up liquid along the grooves before inserting the shelves.

Ensure that the shelves are the right way round - the 'L' shaped groove should be at the front edge of the tank stand.

To attach to the wall make sure that you use the correct dowel for the type of wall. Tighten the screws securely but do not over tighten.

File Attachments

 

Email

I have had no response to my email, when will I get a reply?

We are sorry that we have not yet replied to your email.  We aim to reply to all emails within 48 hours, however if we need to investigate your question it may take longer.

 

DVD

You have sent me a DVD storage box but I don't want it, what can I do?

If you have recently received a DVD storage box and do not want it, please return it to us and we will credit your account. 

 

Can I buy magazine binders or DVD storage boxes even if I don't subscribe?

Yes, these items are available to all our customers to buy.  Subscribers are sent them automatically when required.

Please visit our shop and follow the link to Back Issues to buy any missing issues, magazine binders or DVD storage boxes securely online.