Welcome to the ISTD Shop Help Centre
Whether you're purchasing digital resources, physical products, or managing your account, you'll find answers to our most frequently asked questions below.
Browse the topics to learn more about creating an account, placing orders, accessing digital products, delivery, payments, returns and more.
If you can't find the information you're looking for, please contact our team and we'll be happy to help.
Account
How do I create an account?
Click Create Account at checkout or from the account login page and follow the instructions to register your details.
How do I reset my password?
Select Forgot Password from the login page and follow the instructions sent to your email address.
How do I update my email address?
If you are an ISTD member, please update your email address through the Member Portal. This ensures your membership and purchasing records remain synchronised.
How do I update my mailing address?
You can update your address from your account settings or during checkout. Please note that this will not update the address in your membership record.
Shopping & Checkout
How do I purchase a product?
Browse the store, select your product and click Add to Basket. When you're ready, proceed to checkout and complete payment.
Can I purchase digital and physical products in the same order?
Yes. Digital and physical products can be purchased together in a single transaction.
How do I view my basket?
Click the basket icon at the top of the page to review your selected items.
Can I review my order before paying?
Yes. You'll be able to review your basket, delivery details and payment information before confirming your order.
Can I return to my basket later?
Yes. Items added to your basket will normally remain there when you return, provided you are using the same device and browser.
How do I apply a discount code?
You can enter your discount code during checkout. The discount will be applied before payment is taken.
Delivery
What are your delivery charges?
Delivery charges are calculated at checkout based on your location and the products ordered.
Do you deliver internationally?
Yes. International delivery is available to many countries.
Will I have to pay import duties or taxes?
Depending on your country, local customs duties, taxes or import charges may be payable upon delivery.
Can I request a specific courier?
Unfortunately, we cannot guarantee delivery via a specific courier.
How long will delivery take?
Orders are normally dispatched within one working day. Orders placed on a Friday, Saturday or Sunday are usually dispatched on Monday.
Payments
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, along with other supported payment methods available at checkout.
Is it safe to pay on your website?
Yes. All transactions are encrypted and processed securely using trusted payment providers.
When will my card be charged?
Payment is taken when your order is placed.
Can I pay in instalments?
No. Instalment payments are not currently available.
Why was my payment declined?
This can happen for a number of reasons, including incorrect card details, insufficient funds or your bank declining the transaction. Please contact your bank or try an alternative payment method.
Can I pay in another currency?
No. All prices are displayed and charged in GBP (£ Sterling).
Can I get a VAT receipt?
Your order confirmation email serves as your receipt. Please contact us if you require additional documentation.
Orders & Digital Products
How will I know my order has been accepted?
You'll see an order confirmation page immediately after checkout and receive a confirmation email.
Can I change my order after placing it?
Please contact us as soon as possible. We will do our best to help, but changes cannot be guaranteed once processing has begun.
How do I access my digital products?
After purchase, you'll receive an email containing a link to access your digital content. Depending on the product, content may be streamed online or downloaded to your device.
I haven't received my digital product. What should I do?
If you've received an order confirmation and payment has been taken:
- Check your spam, junk and promotions folders.
- Search your email inbox for "Shopify" or "ISTD".
- If you still can't find your access email, please contact us and provide your order number or transaction ID.
Can I share my downloads with others?
No. Digital products are licensed for your personal use only and must not be shared, distributed or resold.
Returns & Refunds
Can I cancel my order?
Physical goods may be cancelled within 14 days of receipt. To cancel an order, please email sales@istd.org.
Certain products are excluded from cancellation rights, including personalised products and sealed items that have been opened after delivery where health or hygiene restrictions apply.
How do I return books, CDs or DVDs?
Returned items must be sent within 14 days of notifying us of cancellation and should be in good condition.
Returns address:
ISTD
c/o L&S Print
9 Hazelwood Close
Worthing
BN14 8NP
Please retain proof of postage.
Can I get a refund?
Refunds or replacements are available for faulty items and eligible returns in accordance with our Returns Policy.
Refunds will normally be issued to the original payment method used for the purchase.
Stock & Availability
What if an item is out of stock?
Selected products may offer a "Notify Me" option when out of stock. If available, you'll be able to register your email address and we'll let you know when the item becomes available again.
Why aren't all film and audio products available on CD or DVD?
ISTD is gradually moving towards digital delivery for audio and video content. Once physical stock has been exhausted, only the digital version may remain available.