Frequently Asked Questions

The Primary Teaching Services VAT number is 686 0454 15.

If you wish to pay by invoice, PTS has 30-day payment terms.

Contact our accounts team by email at accounts@primaryteaching.co.uk or by telephone on 01772 33 11 11. They will be happy to send you a copy invoice by email or post.

To set up an account, go to www.primaryteaching.co.uk, then click on the person icon at the top of the page. Enter your email address, then follow the step-by-step guidance to create your account.

You can change your personal details by logging into your online account. Here you can change your contact preferences, your password and job role, as well as updating your address book.

There are two ways to add an address to your account: Log in to your account, then under ‘My Address Book’ click Create New Address or, at the checkout select Add New Delivery Address or Add New Billing Address.

It’s easy to reset your password. Go to the login page, click the ‘Forgot Password’ option and enter your email address. You will then receive an email with a link to reset your password.

Go to the login page, enter your email address and then select ‘Forgot Password’. Depending on how you set up your account, you will have up to three options for resetting your password; via SMS message, email or security question. Choose the option you would like, then follow the simple options.

You can select faster delivery options at the checkout. In your basket, click the down arrow next to delivery and you will see the different options available for your location and order type.

We aim to despatch orders placed before 3pm on the same working day. If your order is placed after 3pm, it will be despatched the following working day (Please note: Personalised Record Books and STAKZ Stampers can take up to an extra 5 working days due to their production process).UK Mainland orders over £19 are eligible for FREE Royal Mail Tracked 24 Delivery, or FREE APC Next Day Courier Delivery if the order is over £150.If you order doesn’t fall into this criteria or if you're based outside of UK Mainland please click here for full delivery information.

Yes. PTS delivers across Europe. Your delivery charge will be calculated for you at the checkout, depending on distance and the weight of your order.

Free delivery is offered to all UK mainland customers on orders over £19.00 (inc. VAT). If you are not being offered free delivery it may be because your order value is too low.

Where possible, PTS will deliver all of your items at the same time. Exceptions to this may occur when the order is packaged in multiple boxes due to the order size, or if one or more of your products is out of stock. In this case, PTS will contact you to see if you would like to wait for the additional items to come into stock and then send the whole order together, or if you would like to ship available items ahead with the remainder to follow later.

To change your delivery address, call the customer services team on 01772 33 11 11 or email info@primaryteaching. If your order has not already been dispatched, we can easily update the delivery address on the system.

For orders sent via Royal Mail Tracked 24 delivery, a card will be posted through your door with details of which sorting office your parcel has been taken to. You will be able to pick your parcel up there.

For courier deliveries, a postcard will be posted through your door with contact details for you to rearrange your delivery. If you do not contact the courier within the specified amount of time, your order will be returned to PTS.

In most cases, you will receive tracking details for your order as soon as it has been despatched. You can use these details to track your order directly through your couriers website. If you have not received tracking details for your order, contact us via info@primaryteaching.co.uk and we will be able to track your order for you.

Please contact our customer services team on 01772 33 11 11 or via info@primaryteaching.co.uk and we will be happy to reimburse your delivery charge. If your order is no longer required, as it has arrived too late, we will offer you a full refund and provide a freepost address for you to use to return your goods. For large orders we may be able to arrange a courier pick-up.

To make changes to your order after you have placed it, please contact customer services on 01772 33 11 11, or by email at info@primaryteaching.co.uk.

To add a discount code to your order, please contact accounts on 01772 33 11 11, or email at info@primaryteaching.co.uk within 1 hour of placing your order.

If you haven’t received a confirmation email, please check your email’s spam folder. If it is not in your spam, please contact PTS and we will send you a copy invoice.

To arrange a return or exchange, please contact customer services on 01772 33 11 11, or email info@primaryteaching.co.uk. We accept returns of unwanted goods within 3 months of receipt. Items must be returned in their original condition and packaging. If your goods arrive damaged, you may return them at any time, with no time limit. Please note: Gift cards and personalised products are non-refundable.

If there are any problems with your personalised products, where PTS is at fault, you will be offered a full refund or replacement. Where personalised products have been misspelled by the customer, or the incorrect items have been ordered, refunds will be considered on a case by case basis.

To report a problem with your order, please contact customer services on 01772 33 11 11, or by email at info@primaryteaching.co.uk. The team will endeavour to resolve any issues as quickly and as easily as possible.

To cancel your order, please contact customer services on 01772 33 11 11, or by email at info@primaryteaching.co.uk. If your order has been dispatched, you will be given a freepost address for returns and your refund will be arranged. Please be aware that personalised products cannot always be refunded (see above).

Apologies for any inconvenience this has caused. Please contact customer services on 01772 33 11 11, or by email at info@primaryteaching.co.uk. The team will sort out the problem and get the correct items sent out to you as quickly as possible.