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Frequently asked questions (FAQs)

This section is updated as new queries are received and answered.

Delivery and returns

How much does delivery of study material cost?

The following postage and packaging fees apply to the delivery of printed material and is not charged for orders only comprising the following: exam entry, face-to-face training courses, ebooks, question packs, Learn online tutorial or MP3 audio revision.

- £7 per order:  UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar 
- £15 per order: All other countries.

Please note that these postage rates are flat fees applicable to orders from individual candidates (orders may contain more than one item). Separate fees apply to corporate bulk orders - contact Customer Service for details.

How long does delivery of study material take?

Once we have received your order you should allow 5 days for delivery of printed material within the UK and 21 days outside the UK. Study texts delivered to a UK address will need to be signed for.

For material delivered electronically, such as ebooks, we aim for same day delivery for orders before midday Monday to Friday. You will receive an email to confirm your purchase is ready to access.

How will I know that you have received my order?

If you place your order online you will receive an automatic acknowledgement of your order by email advising you that it has been submitted for processing.

If you submit your order by post or email you will be posted an acknowledgement of your order within 2 working days, and if you have ordered study material this will be sent at the same time as your order.  

If an item is not in stock your acknowledgement will show when it is expected.

Can I track the progress of my order?

Printed study texts delivered to a UK address include email/SMS delivery notifications and online tracking through our delivery partner, Parcelforce.

You will receive email confirmation once we have dispatched your study text, which will include a web link to Parcelforce's online tracking service.

What if I won’t be available to receive my study text?

Study texts delivered to a UK address will need to be signed for. On the day of delivery you will be sent a text message giving you the following options to change the destination or date of your study text delivery:

1. Deliver to a neighbour
2. Deliver to a local Post Office for you to collect
3. Deliver on 'date of next day'
4. Deliver on 'date of day after next day'.

You will receive a second text message on the day of delivery to confirm the time of delivery.

Can I cancel my order?

You can cancel your order for a refund within 14 days from the day either CII products are received by you, or a person nominated on your behalf, or your order for services is accepted by the CII.

Important note regarding ebooks: No right of cancellation or refund is available in respect of ebooks or any other electronic download of the products and services once the download has started. You acknowledge that, by commencing the download of the products or services, your right to cancel under 29(1) of the Regulations will be lost. Should you wish to cancel, notice should be sent to Customer Service. 

Products must be returned to us, in the condition in which they were supplied to you, at your expense. A refund will be sent to you within 14 days of us receiving the notice of cancellation or if products are to be returned to us, within 14 days of their receipt or proof of sending.