Frequently Asked Questions
When will my order be despatched?
If your item is in stock, your order will be processed either the day we receive the order, or the next working day. Most of our stock is picked from our London Office, but it could come from other locations across the UK or US depending on the location of the order. If your book is not in stock, we may order from the publisher. The publisher dispatches the book to us and we will then send on to you. We will notify you by e mail that that your order has been received.
How long will it take for my order to arrive?
This is subject to Royal mail and the local postal service. The IISS's standard shipping service is the UK's first class service, which takes 2–4 days from despatch. If you require your order faster, then you should contact [email protected] or telephone 0044 (0) 207 379 7676 and ask for express options (outside of the UK only) or courier. Please note that that there would be an additional charge for this service.
What are your shipping charges?
We charge shipping per item and not for per parcel weight or per delivery. This is because books may be despatched from different locations and at different times dependant upon availability.
What if the title is Out of Print?
We recommend that you buy this through the Periodical Service Company who hold back-issues: email [email protected]acksets.com, PSC, 11 Main Street, Germantown, NY, 12526, USA; Telephone; 1 518 537 4700; Fax 1 518 537 5899
Where is my order?
Confirm that an item has been despatched can be obtained by sending an email to [email protected] or calling 0044 (0) 207 379 7676. If your order has not yet been despatched, then the likelihood is that we have not yet received the item from the publisher or supplier. If your order was despatched and you could reasonably have expected to have received it by now, based on the first class postage option and subject to Royal mail and the local postal service, please do contact us at [email protected]
Can I track my order?
IISS can confirm if an order has been despatched. Once you have placed your order you will receive e-mail confirmation of your order and your order number. Please quote this when contacting IISS at [email protected] or calling 0044 (0) 207 379 7676 who can estimate a delivery date.
I have only received part of my order
This could be for one of the following reasons:
If only part of the order was available, we despatch that straight away and send the rest of the items as we receive them from the publisher.
Our books mainly come from the IISS London office, but if the book is not available there, we will send directly to you from a number of other locations within the UK.
How can I cancel my order? You can cancel your order at any time prior to despatch. You can check the dispatch of the order by contacting the IISS at [email protected] or calling 0044 (0) 207 379 7676. If your order has already been sent, then you are unable to cancel.
How do I return a book that has been damaged or was faulty? The item was found to be damaged or faulty. - We will either replace the item. If you require a replacement, we will wait to receive the faulty copy from you before despatching a new one.
The item was incorrectly supplied. – If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.
In all cases, items should be returned in their original packaging to:
The International Institute for Strategic Studies
6 Temple Place
If your title was despatched from an IISS–US supplier, please consult your delivery note for the appropriate returns address in the United States.
Items should be returned to us by the most economical method. They remain your property until we have received them.
All returns are accepted at the discretion of IISS, and refunds will be given in the same tender type as the original payment.
Please allow 30 days (in addition to the delivery time) for the return to be processed.
What happens if my order fails to arrive?
Please contact [email protected] or 0044 (0) 207 379 7676. IISS will investigate on your behalf.
How do I pay for my order? For online orders, electronic payment is made. If you are reserving online to collect in the bookshop (reception), payment will be taken at the bookshop. Which credit cards do you accept? MastercardVisa Debit cards (Delta) Switch SoloUK MaestroJCB Please note that we are unable to accept American Express, Electron cards, Amex, cheques, vouchers, book tokens or cash orders as methods of payment online.
If you are an overseas customer we would remind you this is a UK based website and all prices are in pounds sterling.
What is your pricing policy?
IISS Online aims to reflect the most accurate information on book prices at all times. We supply items at the publisher's recommended price except where a specific discount is offered. We will make reasonable efforts to present accurate information but we cannot guarantee the price or our ability to supply any particular book.
Occasionally publishers may increase their prices unexpectedly, and this is often something we become aware of only upon ordering stock from them. In the event that this occurs, or in the event of a pricing error howsoever caused, we will check with you to see if you still wish to receive the item at the new price.
All prices are displayed in Pounds Sterling (£), Euros, US dollars (US$)
How do I know my details are secure?
IISS online uses industry standard Secure Socket Layer (SSL) encryption to ensure the highest security for credit card and personal details submitted to us over the Internet. We are confident that we are offering the secure service you can expect from the IISS.
How do I speak to someone?
You can call our reception on Tel: 0044 (0) 207 379 7676 between the hours of 08.00 and 18.00 Monday to Friday . Alternatively you can e-mail us at [email protected]. We recommend you state your full name and order number. We aim to respond to your e-mail within 24 hours or the next working day. However at busier times this may not always be possible.