FAQs

FAQs

We are asked lots of different questions, on a daily basis about what we would do, here are a few common ones.


What if I have a question relating to a product or my order and I need to call Irwin..?
If you need to contact us please call 01376 340506 or email sales@irwinscienceeducation.com and if required quote your Account number or postcode.


I am a school and want to order but do not have an account
Not a problem, simply phone us on 01376 340506 or email us sales@irwinscienceducation.com your order over to us (with an email address if possible so we can update you on the status of your order) and we will create an account for you. Once you have received your goods we will send you an invoice.


What do I do if I have forgotten my password or user name?
Not a problem, simply click on the top right Login/Register text to visit the account login screen where you can request a password reminder by clicking on the Lost password link.

If you have any problems using this method please call us on 01376 340506 and we will be happy to help.


What happens if my order is received damaged or I don’t require the goods?
Please leave the items in the original packaging if possible and call our customer support services team within 7 days of receipt of your goods.


What happens if my order is received damaged or I don’t require the goods?
Call our customer support services team within 7 days of receipt on 01376 340506 and quote your Account Number or school name and Purchase order number for assistance.

Please take a view our Delivery and Returns page for more information.


Pricing and Payment
If you have any questions about pricing and payment methods you'll find the answers here.


How do I pay?
We accept most major credit cards along with PayPal if ordering online using our secure payment gateway provided by STRIPE.

We do accept cheque payment or bank transfer for goods from established businesses or local authority establishments, please call us on 01376 340506 or contact us online to see if you meet these criteria.


Do I still receive a paper invoice?
Yes, if you wish to, however, we prefer to send all our invoices via email as standard practice, please call us 01376 340506 for further details. You will also receive an email confirmation (if supplied) confirming your order placed with us.


What if I need something special or I can’t see what I want on the website?
We update our Website on a regular basis (daily), although there may be some products or services that are currently not shown for some reason or another.

What if I need something special or I can’t see what I want on the website? At Irwin Science Education we update our Website on a regular basis (daily), although there may be some products or services that are currently not shown for some reason or another.

For assistance in ordering any items that are not visible, please call us on 01376 340506 or email sales@irwinscienceeducation.com


Our Order Process
We get lots of questions about our order process, please contact us if you can't find the answer to your question here.


Can I email or fax an order instead of using the website?
Yes, that’s not a problem at all. Simply ensure you leave a contact name and number and ensure all your address details are clearly visible.

We operate an electronic fax service 24 hours a day so your fax will NEVER be lost or our fax machine will never run out of toner or jam. All orders will be confirmed by ourselves via fax or email within 24hrs. Fax orders to 01376 340506 and email orders to sales@irwinscienceeducation.com


What do I do if I have placed an order and now wish to cancel it?
Call 01376 340506 within 7 days of placing your order and quote your order number (received on your email confirmation) and our customer support team will be happy to help rectify the problem.

Please DO NOT fax or email order cancellations.


When can I expect my goods?
Most of our products are manufactured to order so standard delivery is usually within 5-7 days. In the unlikely event of your items not being in stock they may take up to 3 weeks. In the schools' peak summer ordering period we will inform you of a delivery date and will ask for a site members details and contact number if you wish to receive the goods whilst the school is closed.

Please see our Delivery & Returns page for further information.