Common Questions
Ordering and Delivery
What are my payment options online?
We accept all major credit cards: Visa, Mastercard, Discover, AMEX, Diners, CUP, JCB and Maestro. All orders are processed and charged in one payment at the time of placing the order.
Will I receive confirmation of my order?
All orders will be confirmed by email to the email address that you provide when you place your order. This will provide details of what you have ordered, your address and when you can expect to receive your digital download. If you do not receive an order confirmation, please check in your spam or junk folder as it may have ended up in there. If you need a copy of your confirmation email , please contact us.
Do I have to pay a delivery charge?
No, all our products are digital downloads which are free of any delivery charges.
How soon after I place my order will be items be delivered?
You will receive an email containing your digital download immediately after successfully placing your order. If you do not receive a digital download email please check in your spam or junk folder as it may have ended up in there. If you need a copy of your digital download email please contact us.
I could not find the item I was looking for can you help?
Please let us know if you could not find what you were looking for. We are always creating new digital downloads and are happy to consider any requests that you may have. There is no obligation on you for making a request and no charge to you for doing so.
Can I get a VAT receipt or invoice?
Yes your confirmation email will show the VAT payable and can be used as a VAT receipt. If you would like a copy, then please contact us.
Why do I have to provide my FRN?
Our digital downloads are uniquely designed for use directly by regulated firms. Asking for your FRN just enables us to ensure our products are reaching the people they are intended to reach. We don't do anything with your FRN or share the information with anyone else.
How secure are my details on your website?
We take the security of the information you provide very seriously, which is why we insist on using an SSL Security Certificate, issued by the most trusted provider possible. We provide more information about your security and privacy here.
I am not in the UK can I still place an order?
Yes, our digital downloads are available globally and we provide our website in several languages to better enable those outside the UK to engage with us. We currently only accept payment in GBP but are keeping this under review.
I don't have a FRN, how do I order?
If your firm is not yet authorised or perhaps you are new to compliance or moving roles please contact us and we can provide you with a code you can use to place your order.
What are your terms and conditions?
You can find our full terms and conditions at www.leamancrellin.co.uk/tcs
Payment
What are my payment options online?
We accept all major credit cards: Visa, Mastercard, Discover, AMEX, Diners, CUP, JCB and Maestro.. All orders are processed and charged in one payment at the time of placing the order.
Do you store my card details?
To make the order process quick and easy you have the option to save your card detials for future purchases. Card information is not stored wihtin our systems but with our payment provider who is PCI DSS Level 1 compliant. This is safe and secure and all data is encrypted. Our team have no access to view these details. More details can be found here.
I have a question about a payment I have made
Please let us know so that we can investigate and rectify any payment issues you have.
Privacy and your data
I don't want to receive any more marketing from Leaman Crellin Limited
If you want to change any aspect of your marketing preferences, you can change your settings in your online account or contact us at privacy@leamancrellin.co.uk.
I am unable to log in online
Please email office@leamancrellin.co.uk with details of the error you are receiving, a screenshot of the eror is especially helpful, and we will be able to help.
The password reset email hasn't arrived
Please check your spam or junk folder as the email sometimes ends up there.
Where is my order?
How soon after I place my order will the items be delivered?
We process our orders instantly. You will receive an email with your digital download within minutes of placing your order. If you do not receive the email please check your spam or junk folders as sometimes the emails end up there. If you would like a copy of the email please contact us.
Will all my items arrive at the same time?
Yes, you will receive an email with your digital download as soon as you complete the checkout process. This will contain all your items. If there is anything missing, please email office@leamancrellin.co.uk and we will investigate for you.
Amending an order
Can I add more products to an existing order?
Once you have placed your order online you can add new products by starting a new shopping cart. We are not able to add items after you have completed the checkout process.
I need to cancel an order
We process our orders instantly and downloads are available immediately. We may be able to arrange cancellation provided you have not downloaded the product. In this instance please email office@leamancrellin.co.uk and we can arrange the cancellation for you.
Returns
What is the returns policy?
Our items are digital downloads, so they are yours as soon as you download them from the email you will receive. We strive to provide the best quality products created exclusively for Leaman Crellin Limited. In the unlikely event of a product slipping below our usual high standards we undertake to restore the product to our usual high standards. All we ask is that you please give us feedback on how the product does not meet your expectations. If you have a problem with a digital download that you have purchase please contact us as soon as possible and we will advise you on the best course of action and next steps.
How do I return an item?
If you have a problem with a digital download that you have purchase please contact us as soon as possible and we will advise you on the best course of action and next steps.
Products and after sales
Do I receive instructions of how to use my digital download?
Yes, every digital download is intended to be intuitive and easy to follow. Where there are elements of a product that are more complex such as the inclusion of a drop down menu in an Excel sheet, we provide instructions on how to use that drop down. We will be happy to help with any questions you may have and you can contact us here.
I need some help using a digital download
We are happy to talk you through the specific issues that you are having. You can contact us here.
