Listed below are the answers to some of the most popular questions about delivery and orders. If you are unable to find an answer to your question here then please get in touch.
Q. When will my items arrive?
A. Your order will usually be despatched within 5 working days. Small items will be sent via Royal Mail Second Class. Large items will be sent by courier on a next day service and will require a signature. If you are unavailable to receive and sign for the delivery the courier will leave a contact card so you can arrange a new delivery date that is convenient for you.
Q. How much does delivery cost?
A. For deliveries to UK mainland delivery is FREE for all orders £100 or over (ex VAT). Delivery is charged at £4.99 ex VAT (£5.99 including VAT) for orders less than £100.
For delivery to Scottish Highlands & Isle of Wight delivery is FREE for all orders £250 or over (ex VAT). Delivery is charged at £9.99 ex VAT (£11.99 including VAT) for orders less than £250.
For delivery to Northern Ireland, Isle of Man & Scilly Isles delivery is FREE for all orders £250 or over (ex VAT). Delivery is charged at £15.00 ex VAT (£18.00 including VAT) for orders less than £250.
For delivery to Channel Islands delivery is FREE for all orders £250 or over. Delivery is charged at £25.00 for orders less than £250.
Q. Help, I need something urgently!
A. Don’t worry, we’re here to help. Call us on 01223 328051 and tell us when you need delivery and we will do everything we can to make that happen. We’ve helped our customers get ready for Ofsted, prepare for job interviews and receive Beat Babies in time for birthdays and back to school, so do get in touch.
Q. Can you deliver outside of the UK?
A. Our full product range is available to international schools, nurseries and other education establishments through 3 of our chosen UK consolidator partners. Please contact them directly:
- CES Holdings. Email: email@example.com, tel: +44 161 367 9337. You can view their website here
- Equip My School. Email: Service@EquipMySchool.com tel +44 1507 307932. You can view their website here
- Mallory For Schools. Email: firstname.lastname@example.org, tel: +44 1395 239199. You can view their website here
Alternatively we may have a trade partner in your country who may be able to fulfil your order, so please contact us and we will do our best to put you in touch.
If you are based in the USA, please visit our US website.↑ Back to top
Q. I don’t think I have an account with you. Do I need one before I place my order?
A. No. When you place your first order we will set up an account automatically for you.
Q. I’m a parent/private individual – can I order from you?
A. Absolutely yes! Please note that you will be required to pay for goods at the time of ordering and this can be done securely online using a credit/debit card or PayPal.
Q. I’m ordering for my school/nursery – can we be invoiced for our order?
A. In most cases, yes – simply choose “please invoice my school/nursery” during the checkout process, but if you are ordering on behalf of a nursery or pre-school that operates part time from a village hall or local community centre, please make payment when you place your order.
Q. I’m not ordering for a school or nursery, can I be invoiced?
A. We can happily invoice other educational establishments such as Sure Start Children’s Centres. Inclusion Bases and Councils. Some charities can also be invoiced. Still unsure? Then give us a quick call on 01223 328051 and we’ll be happy to help. Please note we are unable to invoice private individuals and childminders.
Q. Will I receive a confirmation of my online order?
A. Yes, you will receive an email confirming your order.
Q. How do I change/amend an order I have already submitted?
A. Give us a call straight away on 01223 328051 and we will make any changes over the phone. Out of hours? Then email us with your details and changes (don’t forget to quote your order ref).
Q. The website won’t accept my card details, why?
A. This could be for a number of reasons. Here are some quick things to check:
- Is the card you are using one that we accept?
- Does the billing address you entered on our website match the registered address of your card i.e. the address on your statement?
- Please make sure there are necessary funds available to pay for your items.
If none of the above apply then please contact us on 01223 328051 and we will assist you.
Q. How do I enter a discount coupon for my order?
A. On the checkout screen you will find an area to enter your coupon code.
Q. Can I order by phone/email/post?
A. Yes. Give us a call on 01223 328051 and we’ll be happy to take your details. Customer Services opening hours are 9am – 5pm, Monday to Friday but there is often someone here outside of those times so do give us a call. You can always leave a message and we’ll get back to you. Send your official orders via email to email@example.com. You can also post your order to us.
Q. Can you ensure my resources won’t arrive when we are closed for school holidays?
A. If you are ordering at the end of term then please advise us of your holiday dates when you place your order. We can then make sure your resources arrive when you need them. Add the details into the ‘Order Notes’ section when you order online or write it on your Official Order Form.
See our terms and conditions for more pricing and account information.↑ Back to top
Trade (UK & International Resellers)
Q. I am a trade customer and am interested in distributing your resources.
A. We’d love to hear from you. Please contact us for all UK and International enquiries with details about your company and we’ll be in touch with the relevant information.
Q. I am a bookshop with a customer request for your titles? Can I buy direct from you?
A. Yes, you can. Simply contact us and we can quickly advise on availability, bookshop discounts and delivery info.
Q. I am an existing trade customer, can I order from your website?
A. No, please contact us for details on how to place an order.
Q. What is your sale or return policy?
A. All Yellow Door products are sold on 30 days’ sale or return. This means that you have 30 days to review them before either paying for or returning the goods in saleable condition.
You have the right to cancel your order and to return goods to us within 30 days of the invoice/receipt date.
Q. How do I make a return?
A. If you wish to return an item or cancel your order, please give us a call first on 01223 328051 or email us at firstname.lastname@example.org with details of the resources you wish to send back. We’ll make a note against your account and this will help us process your return quickly when it arrives. Please note we will ask why you wish to return the item as this feedback is very useful.
Return postage is not available.
Resources must arrive back to us in a saleable condition so please ensure goods are securely packaged. Please include either a copy of the invoice/receipt sent with your order, or a note of the invoice/receipt number along with your name, address and phone number.
Q. Where do I return the resources to?
A. Please return the goods to:
Yellow Door Returns
Queen Adelaide Way,
We strongly recommend that you get a proof of postage from your Post Office when sending an item back. This is a free of charge service. If items get lost in the post we will not be able to issue a credit unless you can provide a proof of postage.
Q. What happens when my return is received?
A. Once goods are received, they will be inspected and processed. We will either refund your payment as quickly as possible to the card used to pay for the order, or issue a credit note against the invoice. We will send you a copy of the credit note for your records.
Q. What about faulty goods?
A. If you receive faulty goods please contact us immediately on 01223 328051 or email us at email@example.com and we will arrange a replacement item to be sent to you. We may need to ask you to return the damaged item as part of our on-going quality control. Don’t worry, if we require you to return the faulty item, we will supply a pre-paid postage label.
If you have any questions about our returns policy, please call us on 01223 328051 or email us at firstname.lastname@example.org↑ Back to top
Please note that for the following apps, the Apple iPad version is not included in the multi-platform (Android/Windows/Mac) licence, but can instead be purchased separately via the App Store.
- Letter Recognition
- Letter Formation
- I-Spy Initial Sounds
- Initial Sounds Bubbles
- Find the Rhyme
This is due to recent changes in Apple’s enforcement of their App Store guidelines that mean it is unfortunately no longer viable for us to use our multi-platform licence model for new and updated apps for iPad.
Q. Will the apps work on my device(s)?
A. Our apps work on the following devices:
- iPads running iOS 11 or later
- Android tablets running Android 6 (Marshmallow) or later
- Windows desktops and laptops running Windows 10 or later
- Apple Mac desktops and laptops running macOS 10.12 (Sierra) or later.
Interactive whiteboards and large screens connected to a desktop/laptop are supported. Other devices, such as standalone whiteboards and digital tables, may also be supported.
The apps are not available in the Amazon App Store on Kindle Fire devices.
Please contact us if you have a question about your device(s).
Q. How do I activate my app?
A. Please follow these steps (note that activation is not required for apps purchased directly on the Apple App Store):
- You will first need to purchase a licence for the app from our website. An account with a username and password will be created for you at the checkout
- You will then receive an email with details on how to access your account, where you will find the app store and download links needed to install the app on your device(s)
- Once installed on a device, the first time the app is opened, it will request your account username and password in order to activate it.
Q. Can I download the apps from the Apple or Google Play stores?
A. Yes, but you will need to purchase a licence from the Yellow Door website in order to activate them. Once purchased, you will receive the necessary details via email. Please note that the apps are only available in the UK Google Play and Apple App Store regions.
Q. What is a device licence?
A. Our 6-device licence is ideal for group use. This enables you to download and activate an app on up to six devices, which do not have to be the same type (three tablets and three Windows laptops, for example).
Please note that the iPad versions of some of our apps (listed at the top of this page) are no longer included in the multi-platform licence.
Q. Does a multi-device licence allow me to use an app in more than one setting
A. No: our multi-device licences are site specific. If you want to use our apps on a second site, you will need to purchase an additional licence for this site.
Q. Why do I need an account?
A. Your account is the means by which you activate the apps you have purchased. If you have purchased from us before, you may have an account that you can use. Your account will allow you to see how many device activations you have remaining.
Q. What if I have lost my account details?
A. If you have forgotten your password, you can reset it. If you have forgotten your username or are not sure which email address is associated with your account, please contact us.
Q. Do I need to pay a subscription fee?
A. No! You pay a one-off fee for a lifetime licence, which covers general updates. If significant changes lead to a new version of an app, we will charge a one-off fee to upgrade, provided at a reduced cost for existing licence holders.
Q. Can I request to be invoiced when purchasing apps?
A. When you buy an app using a credit/debit card or via PayPal, you will be able to download and use it immediately. If you are a school or nursery and wish to pay by invoice, there will be a delay while this is being authorised. For any queries, please contact us.
Q. Does my device need to be connected to the Internet?
A. Your device will need to be connected to the Internet to allow you to download, install and activate an app. Once activated, you will no longer need an Internet connection.
Q. Can I move my app to a different device?
A. Yes. You will first need to deactivate the app on the current device. This can done by following these steps:
- On the device where the app is currently installed, select the key icon at the top of the app’s main menu
- Enter your username and password and select the Deactivate button
- Once deactivated, the app can be uninstalled from the current device
- Install the app on the new device (app store and download links can be found in the Apps section of your Yellow Door account)
- Once installed, open the app and enter your username and password to activate on the new device
Terms & Conditions
Pricing & VAT
Prices are valid until 31st December 2023 though we reserve the right to alter prices if circumstances make it necessary to do so. VAT will be added, where applicable, to your order at the current rate. If you are ordering from overseas, please contact us so we can create your order without VAT.
If payment of invoices is not received within 30 days, Yellow Door reserves the right to withdraw credit facilities for future orders.
Cancellation of Orders
Cancellation requests must be made within 24 hours of the initial order being placed. After this time Yellow Door reserves the right to pass on any charges incurred to the customer.
Privacy & Cookies
Yellow Door Ltd warrants the goods to be free of defects. If you find that the goods received do not match your expectations, please contact us within 14 days to discuss a replacement or refund.
See our full returns policy.
Title of Goods
All goods remain the property of Yellow Door Ltd until such time as invoices are paid.
If you have any questions about our terms and conditions, please call us on 01223 328051 or email us at email@example.com↑ Back to top