COLLINS ONLINE HELP & FAQ's
To help with any queries or questions you may have while ordering online we have created this page of the most Frequently Asked Questions. Please click on the most appropriate of the Help Categories below and you will be taken to all the related questions, and more importantly the ANSWERS!
Searching for the right product - size guides, product references etc.
Online Basket Queries
Logging In & Registration Issues
Queries on a Previous Order
Standard Terms & Conditions
Security & Privacy
1. Searching for the right product?
Q. I can't find the product I am looking for?
A. You can either use the Product Search box at the top of each screen, the Quick Search for Your Diary dropdown on the homepage and category pages or on the homepage there is a Quick Link section at the bottom.
The Product Search box at the top of each screen allows you to either type the product reference or a key word to describe the product you are looking for then press on the looking glass.
The Quick Search for Your Diary dropdown allows you to search by product type, colour, size and layout e.g. Diaries, Black, A5, Week to View, etc. Simply select the main categories to dropdown then click on the submit button to define your search.
At the bottom of the homepage there is a Quick Link section, click on the most appropriate to define your search.
Q. Where can I find the product reference of the title I am looking for?
A. Collins references are either found on the spine, the first page, the last page or the back cover. If you can not find a reference in one of these places it may not be a Collins title.
Q. What size is my diary?
A. All Collins product descriptions include the size. When it comes to diaries the size often refers to the size of the internal pages not the size of the overall diary plus cover. Here is a quick size guide:
Internal Page Sizes
A4 - 297mm x 210mm
Quarto - 260mm x 210mm
Elite Manager - 260mm x 190mm
Elite Executive - 246mm x 146mm
A5 - 210mm x 148mm
Classic Compact - 210mm x 148mm
Elite Compact - 190mm x 127mm
A6 - 148mm x 105mm
Compact Pocket - 120mm x 75mm
Slimchart - 128mm x 76mm
Regal - 105mm x 71mm
Q. What size is my personal organiser refill?
A. Most organiser refills have the Collins reference number printed on the right of each page, this is often the easiest way to identify the refill you are looking for. If this is not the case, here is a quick size guide to help:
Page Sizes Pocket Size - 120mm x 81mm - 6 holes - all refill references start with the prefix KT
Personal Size - 172mm x 96mm - 6 holes - all refill references start with the prefix PR
Desk Size - 216mm x 140mm - Multiple holes to allow for a 6 or 7 ring mechanism - all refill references start with the prefix DK
Q. Will a Collins organiser refill fit my FiloFax, or other brand of personal organisers?
A. Collins organiser refills are designed to fit all other leading brands of personal organisers, please refer to the size guide above to ensure you buy the right one.
2. Online Basket Queries
Q. How do I get to the Online Basket?
A. If you have placed an item in your basket, you will be able to view the basket through the link at the top right of every page - Click your basket
Q. I can not checkout?
A. Please ensure you have selected a country for delivery from the dropdown menu.
Q. The total value in the online basket is incorrect?
A. Have you selected a delivery country? If so, press Recalculate under the basket.
Q. How do I add an extra title of the same product to my basket?
A. Simply amend the quantity in the white box and press Recalculate under the basket.
Q. I have a promotional/discount code, how do I use it?
A. The promotional code can only be entered when you get to the online basket. There is a box called promotional code, please type in the code and press enter. Once you have pressed enter the screen will update and you will clearly see the Amount Off and your total order value.
Q. Checkout takes me to a different looking site, is this secure?
A. Collins use one of the best, and most secure payment portal providers, SecPay/PayPoint. They have the highest security rating and ensure you transaction is made safely.
3. Logging In & Registration Issues
Q. How do I login?
A. You can login at any point, there is a Customer Login link below the Product Search box on every screen, click on this and fill in your email and password. You do not have to login straight away but you will be asked to login (if you are an existing customer) or register once you have completed your online basket and have pressed Checkout. Alternatively you can Proceed as a Guest at the check-out page.
Q. Do I have to register to buy something on the Collins site?
A. No, you do have the option to proceed as a guest, however we do need your email address in order to send confirmation of your order. If you do choose to register we ask you to fill in a small registration form, this allows you to keep track of your previous orders. Collins takes your privacy very seriously and we will never pass on any of your details to a 3rd party.
Q. How do I register?
A. You do not have to register at the start, you can put all of your products in the basket and then you will be asked to register once you go to Checkout - registering is just a way for us to save your delivery address for the next time you visit. You will be asked to fill in a simple form, making sure you complete all mandatory fields, those with an astrix*.
Q. I am not sure if I have registered before, what do I do?
A. The simplest way to check is to press on the Forgotten Password button. You are asked to fill in your email address and press submit, if you have not previously registered a message will tell you so. You are therefore welcome to complete a registration form.
Q. I have previously ordered by I can not login, what could be the issue?
A. Problems could be one of the following:
Firstly, please ensure you are using the correct email address, this is the one you would have registered under and that your order confirmation would have been sent to. It is quite common for us all to change our email address so why not use the Forgotten Password function to double-check, this will tell you whether we have your email on our system.
Unfortunately you may be getting your password wrong. Use the forgotten password facility, if we have your email address on file, an automatic email will be sent to you quoting your password.
4. Queries on a Previous Order
Q. Can I check my previous orders?
A. You have to login to check your previous orders. There is a Customer Login link below the Product Search box on every screen, click on this and fill in your email and password. Once you are logged in three new options will appear in the top right of the screen where Customer Login previously appeared - they are Previous Orders, Update Details & Logout. Click on Previous Orders to view them.
Q. How do I change my address details, password or email address?
A. There is a Customer Login link above the Product Search box on every screen, click on this and fill in your email and password. Once you are logged in three new options will appear in the top right of the screen where Customer Login previously appeared - they are Previous Orders, Update Details & Logout. Click on Update Details to amend. You can also change your delivery address while completing your order.
Q. Where can I find my order number?
A. Your order number will be on your order confirmation email, it will start with the prefix 'CD-'.
For PayPal users, your order number will also be included in your PayPal receipt.
Q. I didn't get an order confirmation email, why?
A. The most likely reason for this is that your order has not gone through. We suggest you wait 5 minutes and if it has still not come through then your order will not have been taken so please try ordering again. Alternatively please call our Customer Service Team on 0141 300 8500 and they will be happy to check for you.
Q. How do I get a refund?
A. As stated in our terms and conditions - Should you order any stock item in error we will gladly accept it back for credit against another of similar or greater value provided the item has not been used and in saleable condition. We reserve the right to charge a 10% handling charge plus postage charge for items that are returned due to customer error if other goods are not required as a replacement.We also reserve the right to refuse returned dated items once the year of the diary has started, as per The Consumer Protection (Distance Selling) Regulations 2000 section 13c.If any item is supplied in error on our part please return for full refund of purchase price and any postal charge incurred.
Please see our returns page for more details and submit a return request.
Q. My order has not turned up, what do I do?
A. Your confirmation email states the time in which you should receive your order, if you have not received your order within this timescale, please feel free to contact us.
You can contact our customer services team via email or telephone, please always quote your order reference:
Email Address - email@example.com
Telephone Helpline - 0141 300 8500 For Overseas customers, please call (044) 141 300 8500.
Our lines are open Monday to Friday 9am - 5pm execept during Bank Holidays and Public Holidays.
5. Contacting Collins
Q. How do I contact Collins?
A. Hopefully there will be a question & answer on this page that will help but if not, you can contact our customer services team via email or telephone, please always quote your order reference:
Email Address - firstname.lastname@example.org
Telephone Helpline - 0141 300 8500
Q. Can I get a VAT receipt?
A. Your order confirmation email can be used as a VAT receipt as it states the VAT separately and the Collins Debden Ltd VAT registered number is quoted.
Q. How do I change my delivery address?
A. During the Checkout process you can amend your delivery address. The default address is always the one you have registered under, if you would like to change this address please follow this process:
There is a Customer Login link above the Product Search box on every screen, click on this and fill in your email and password. Once you are logged in three new options will appear in the top right of the screen where Customer Login previously appeared - they are Previous Orders, Update Details & Logout. Click on Update Details to amend.
7. Standard Terms & Conditions
Q. Where are the Collins Terms & Conditions
A. A link to the Collins Terms & Conditions can be found at the bottom of every page - click here to view them - Full Terms & Conditions
8. Security & Privacy
Q. Is the Collins site secure?
A. Yes, Collins takes online security very seriously and no billing information is ever stored. You will see the secure padlock on the screen while you are filling in your credit card details, this shows your details and transaction is fully secure.
Q. Who are SecPay/ PayPoint?
A. Collins use one of the best, and most secure payment portal providers, SecPay/PayPoint. They have the highest security rating and ensure your transaction is made safely.