FAQ's

 

Q: How do I place an online order with Hogrefe?

Before ordering, you will need to complete our registration process. Click on Register to begin the process. You will be able to update your information online anytime and your information is password protected – you are the only person who has access.

 

Q: Are there other ways to place an order?

Yes. You can call us on +44(0)1865 797920, Monday to Thursday from 9:00 a.m. to 5:00 p.m., or Friday from 9:00 a.m. to 4:30 pm. Alternatively, fax us on +44(0)1865 797949 or post your order to:

Hogrefe Ltd

Hogrefe House

Albion Place

Oxford

OX1 1QZ

 

Q: Is it safe to place an online order using my credit card?

Yes, all transactions are completed via WorldPay’s Secure server.

 

Q: How long does it take for my order to be delivered?

Economy service takes approximately 3 to 5 working days for UK mainland delivery. There is also the option of ‘Next day’ delivery for UK mainland. Please confirm the required shipping option when placing your order. For detailed information about anticipated delivery times, available shipping methods, and shipping and handling rates, please contact Customer Support.

 

Q: What are your payment requirements for orders?

Our customers pay for their orders in pound sterling by bank transfer, credit/debit card , or by cheque. If you are a new customer, our website requires pre-payment by credit card. However, you can generate a price quote through our shopping cart before making a decision to purchase.

If you are within the UK, you may wish to use a Purchase Order. Prior approval from Hogrefe is necessary to pay by PO. The standard procedure for purchase orders is for the company to scan and email a copy to us or fax it to +44(0)1865 797949. Alternatively you can sned a copy to our postal address.  Please contact Customer Support  if you have any questions about using a Purchase Order.

Details of payments can also be emailed to our accounts team.

 

Q: Do you require information regarding my professional experience and eligibility to purchase your products?

Yes. In accordance with the British Psychological Society and Hogrefe's competency-based qualification guidelines, materials are only available to those who are appropriately trained to administer, score and interpret tests. Eligibility to purchase restricted materials is determined by training level, education and experience. You can find our educational qualification declaration form here. Once completed, you should save the PDF and email it to customersupport@hogrefe.co.uk.

 

Q: Can I get a quotation before deciding whether to purchase?

Yes. When you order via our Web shop, the checkout process enables you to generate a quote instead of submitting your order with payment for processing.

 

Q: Does Hogrefe accept payments made via bank transfer?

Yes. If you are an international customer and need information regarding how to pay by wire transfer, please contact Customer Support

International orders require a bank transfer to the following bank details:

National Westminster Bank plc

40 Whitgift Centre

Croydon, Surrey, CR9 3QB

Sort Code: 60-50-01

Account Name: HOGREFE LIMITED

Account Number: 10498591

IBAN : GB42 NWBK 6050 0110 4985 91

BIC: NWBK GB 2L

 

Q: What happens to my personal information?

Your personal information is completely confidential and never passed on. Your information makes your online shopping experience easier because the website will recognise you each time you visit, and you will not need to re-enter your personal information. Each order you place becomes part of your customer history with Hogrefe.

 

Q: What is Hogrefe's VAT Registration number?

Hogrefe’s VAT Registration No. Is 385 7945 88.

 

Q: Does your company go by any other name?

Hogrefe Ltd used to be called The Test Agency.

 

Q: Why do I have to register for an account?

Registration is required to use our online shopping cart and account management features. The information you supply when registering will be stored on our secure website database. Password protection ensures that you are the only person who has access to your personal information.

If you are a purchasing agent/assistant and not the individual using or overseeing the use of the assessment products you are purchasing, you can register under your organisation’s name and will be asked to provide the qualifications of the professionals using the assessments. You can also add as many contacts as you need.

 

Q: What are the requirements for the different qualification levels?

To establish your qualification level, you can complete our Registration and Qualification process online.

  • Qualification Level: 1

Evidence of eligibility to practice professionally and experience in a relevant clinical and/or educational context.

  • Qualification Level: 2

Certified training and experience in a relevant discipline. Membership of a professional association relevant to the focus of the test. Evidence of competence in the use of psychological tests.

  • Qualification Level: 3

Certified training and experience in a relevant discipline. Membership of a professional association relevant to the focus of the test. Evidence of competence in the use of psychological tests. Completion of an accredited training specific to the product.

 

Q: What kind of products does Hogrefe supply?

Hogrefe Ltd is part of the Hogrefe Group with companies and partnerships throughout the world. We publish more than 700 scientifically developed, objective psychometric tools for business, health and education professionals.

We also distribute products from the following USA publishers: PAR, WPS, MHS and PRO-ED. 

 

Q: Can anyone purchase materials from Hogrefe? 

Each product listed in our online and print catalogues has an assigned customer qualification level. Eligibility to purchase restricted materials is determined on the basis of education, training, and experience. Click here for more information on our qualification levels.

If you are already qualified to purchase a Level 2 or Level 3 product, you are also qualified to purchase a Level 1 product.

 

Q: Where can I obtain additional information about one of your products?

Our online and printed catalogues provide a general description of each of the products we sell. The best source for detailed information about product development, administration, scoring procedures, and psychometric qualities is the professional manual for that product. If you would like additional information about a product you have purchased or wish to purchase, please contact our Customer Support

Alternatively, product specialists are available Monday to Friday from 8:30 a.m. to 5:00 p.m. You may call on +44(0)1865 797920 or fax on +44(0)1865 797949.  

 

Q: Does Hogrefe offer technical support? 

Yes. We have product specialists available to provide free technical support whenever you need it.

 

Q: Does Hogrefe allow any modification or reproduction of their products?

Due to copyright restrictions, photocopying of any Hogrefe testing materials (in whole or in part) is illegal without permission. If you would like to obtain permission to reproduce or modify a product distributed by Hogrefe, please contact a product specialist for further information. 

 

Q: How can I change my customer qualification level?

If your qualifications change and you need to update your qualification level, you can log in to your account and update the information yourself. Customer Support will contact you and request the new qualification certificate(s).

 

Q: I ordered the wrong item by mistake. Can I exchange it for another item?

Yes, as long as the returned items are in good enough condition to be re-sold. The exchange process depends on the original method of payment. Please return the merchandise in resalable condition with a copy of your invoice within 30 days of purchase (the delivery charges cannot be refunded). After 30 days, items will not be refunded.

If you paid by credit card, we can apply the credit toward your purchase of the new item(s). Include your request for the exchange and any additional payment with the returned merchandise .If the replacement item costs less than the original item, we will credit your card with the difference.

If your original order was placed using a company/institutional purchase order, you will need to process the exchange request through your purchasing department. (They may need to issue a new purchase order.) Then contact our Customer Support to expedite the exchange process.

 

Q: What documentation needs to accompany my return?

To ensure prompt and appropriate processing of your credit, make sure you include the following documentation with your returned merchandise:

A copy of your original invoice. If you do not have a copy of the invoice, please reference your personal/business/institution order reference number (e.g. purchase order number) and provide the complete address to which your order was originally shipped.

A note including your name, company name, complete address and telephone contact information, and the reason for your return.

 

Q: The item I received is damaged or defective. Do I have to pay to return it to Hogrefe?

If you received an item that was damaged or defective, please contact our Customer Support  by phone on +44(0)1865 797920. We will be happy to assist you in obtaining a replacement, and we can arrange for a pickup of the damaged or defective merchandise.]

 

Q: Where and how should I return merchandise to Hogrefe?

Return your merchandise via a traceable method (e.g., Royal Mail Recorded Delivery) to our Distribution Centre, Attention: Returns, Hogrefe House, Albion Place, Oxford, OX1 1QZ.

NOTE: Hogrefe is not responsible for the loss of merchandise that is returned via a non-traceable shipment method (e.g. regular postal service).

 

Q: How long will it take to process my credit?

After your returned merchandise is received in resalable condition at our offices, please allow at least 7 business days for credit processing and receipt of your credit note (UK).

 

Q: How can I check the status of my request for a credit?

To check the status of a credit, email Customer Support. Be sure to include your name and the invoice/order reference number in your email. You will receive a response by the next business day.

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