Frequently asked questions about the ICAEW Shop.
Order products | Delivery | Payment | VAT | Cancellation | Refunds | Order history
Ordering products
Why do I need to login / register my details before I can add items to my shopping basket?
In order to create a shopping basket specifically for you, we need to create an account, which captures vital information such as your delivery address and ICAEW membership status. This will enable us to show you the correct member/non-member price for each product; apply VAT and send out your order promptly.
Why does the quantity box only have '1' as an option for virtual products?
Virtual products, such as PDF documents, are limited to a quantity of '1' as you will receive unlimited downloads of this product (until it expires), so you will not need to buy more than one copy.
I want to buy a physical product (e.g merchandise), but the quantity box doesn't go high enough. How do I order more?
Most physical products have a default quantity of up to '5' items. If you want to add more, pick '5' when you add to basket and then update the quantity field in the basket view.
Why do some products have two prices?
Some products are available to ICAEW members at a discounted rate, so we will display both the non-member and member prices.
How do I know which price will apply to me?
If you're logged in, the price which will apply to you will be marked with an asterisk. The price which will apply to you will also be shown when you add a product to the basket.
Why are some products for members only?
While we endeavour to offer a wide range of products to all, several items are restricted to members as part of the benefits of ICAEW membership.
All the items in my cart have disappeared? Why?
If you close down your browser, logout of the website or navigate away from the ICAEW website before checking out, your shopping basket will automatically empty for your data-protection security.
Delivery
I have ordered a virtual product. Why do you need my delivery address?
We need to know whether you are inside or outside the EU so we can apply the correct VAT rate to your order.
Is there a delivery charge?
Delivery for physical products is free for addresses inside the United Kingdom. Outside the UK, delivery is charged at £3.50 per order.
There is no delivery charge for virtual products.
How do I collect my virtual products (PDFs, Word docs etc)?
You are able to collect your virtual products by going to 'My downloads' in the ICAEW Shop.
It says my virtual product is about to expire? What does this mean?
All virtual products are set to expire after a period of time, meaning that you must download the file before this date otherwise the link will be disabled and you will not be able to download it.
Payment
How does the payment process work?
When you go through the checkout, you will be taken to WorldPay, our secure payment service provider, where your credit or debit card payment can be made before returning to our site when the order is completed.
VAT
Is VAT included in the product price?
All prices shown in the shop include VAT at the standard rate. Orders outside the EU are not subject to VAT and this will be reflected in the price displayed on the confirmation page.
I don’t believe I should have paid for VAT. How do I get this refunded?
If you think you are entitled to a VAT rebate, please contact finance@icaew.com, quoting your name, address, order number and reason for requesting the refund.
How do I get a VAT receipt?
When you place your order, you will receive an order confirmation email from the Institute. Your VAT receipt will be attached to this email as a PDF file.
Cancellation
How do I cancel my order?
You can cancel your order at any time up to making payment, by not checking out your order.
If you want to cancel your order after you’ve paid, please email finance@icaew.com quoting your name, order reference number and reason for requesting a refund.
Refunds
I’m not happy with my product and want a refund. How do I do this?
Please refer to our refund policy.
Order history
How do I track my orders?
You are able to view details of all the orders you've placed under 'My order history' in the ICAEW Shop.