TSO's Customer Charter

Guaranteed Safe Shopping

Our security covers all your transactions. Your personal information is encrypted by our secure server software and securely transmitted over the Internet.
If your credit or debit card is used in an unauthorised way, most banks and card issuers cover all the charges or may limit your liability to £50.

However, should your card issuer hold you liable, we will cover your liability up to £50, as long as the unauthorised use of your card resulted through no fault of yours from purchases made on the online bookshop using our secure server and you have reported the unauthorised use of your card to your card issuer, according to their reporting rules and procedures.

If you are an account holder you will be given an account number and a unique password to access your account. Should you decide to share your password with anyone else we will not be liable for any purchases that you dispute.

Delivery charges

We use fast and cost-effective methods to make certain your order is delivered efficiently and we constantly review carriers and delivery rates to make certain we remain competitive.


  • We aim to dispatch every order as quickly as possible.
  • If we receive your order before 12pm and the item is in stock we aim to dispatch that day
  • If we receive an order after 12pm we still aim to dispatch same day but, if this is not possible, the following day
  • For items that are not in stock, we will notify you, ask if you wish to place an order and dispatch the item as soon as we receive it.

Damaged goods

We will replace at no extra cost any goods received damaged, if you notify us by telephone or in writing within 5 days of their receipt.

Goods lost in transit

Any goods that have been lost in transit will be replaced at no extra cost if you notify us by telephone or in writing within 21 days of us receiving your order or the publication date of the goods.


Where you are a consumer (non-business customer) and entitled to cancel under the Consumer Protection (Distance Regulations 2000), you may cancel your order without cause within 14 calendar days from the date of receipt of the goods, provided that orders for the supply of audio or video recordings or computer software may not be cancelled once the goods have been unsealed.

You must advise us if you are returning goods for credit or exchange, by contacting Customer Services on +44 (0)333 200 2425, Fax: +44 (0)333 202 5080 or e-mail - esupport@tso.co.uk.


Our aim is to provide you with a site that really meets your needs. If you have any suggestions as to how our service might be improved, or have any complaints, we would like to hear from you. Please e-mail esupport@tso.co.uk or contact us using our feedback form.