Help and Frequently Asked Questions
Enquiries: please email*
What do I do if I have a problem about my order? Please contact us. Most problems are easily solvable with a telephone call or an exchange of e-mail. We're not a monolithic corporation - we're a family business that really believes in serving the transgender community. If you have a problem, let us know and we'll try to work it out with you.
you have the Adobe Reader?
you unzip a file?
WinZip used to be available in a shareware version which was free to download. You can buy the latest licenced version of WinZip from the website, or do a a search for 'free zip extractor' in a search engine such as Google, to get a list of free zip decompression programs, such as: http://www.simplyzip.com/ or http://www.7-zip.org/
you know where your download directory is?
If you are unable
to complete the download successfully after payment, please email*
us and we will send you the magazine by email as an attached file, after
confirming that your payment transaction has gone through. This may not
work with a Hotmail, Yahoo or similar web mail account, unless you are
able to receive files to the account - you need a proper email address.
Data Protection and Confidentiality All customer information is treated in strict confidence and in accordance with the Data Protection Act. FFG does not sell, pass on, submit or otherwise divulge any customer information. We maintain the highest standards of confidentiality and respect your need for privacy and security.
Bulk email Policy From time to time FFG may e-mail you with special offers. These offers are usually only available to our existing customers and often offer very special deals. Most customers enjoy receiving these e-mails, but if you would prefer to opt out please let us know by sending an e-mail with the title "opt-out".
Security of Credit Card Payments FFG is part of eBooks-UK Ltd., a British company. We use the PayPal system operating the strongest encryption system to protect your transactions. These use digital signatures to ensure that each party of a transaction is uniquely identifiable. All authorisations including card details are sent fully encrypted. Every precaution has been taken by PayPal to ensure that all transactions are securely transmitted. Your PayPal account or credit/debit card statement will show a payment to 'EBOOKS-UK'.
Payment Options We accept payments by the PayPal secure payment system. All prices are shown in Pounds Sterling (GBP). Major credit/debit cards are also accepted: Visa, MasterCard, Maestro, American Express, Visa Delta and Visa Electron. You can order from any country using one of the above credit cards. If you want to know the exchange rate for your currency at the time of ordering, go to a currency converter such as http://www.xe.com/ucc/ or for a current table of comparative rates for different currencies see http://www.xe.com. For printed magazines orders, cheques drawn on U.K. banks and British Postal Orders are also acceptable - please send your remittance by post, detailing your order and remembering to include the appropriate shipping cost. Please contact us for postal address and advice on shipping cost to your country. Eurocheques should be in Pounds Sterling (GBP) only.
Delivery Times (only applies to printed magazines shipped by post or airmail): FFG will try to ensure orders are dispatched for speedy delivery wherever possible. Normal delivery times for magazines are as follows: UK - Within 4 working days from cleared funds. (Credit card payments are cleared immediately via our secure server.) EUROPE - 7 working days from cleared funds. REST OF WORLD - 10 to 14 working days from cleared funds. Our clothing items are made to measure. We take great care in making up your garment, so please add from 2 to 4 weeks from placing your order to allow for this. We are happy to notify you by telephone or email, depending on your country of residence, when your garment is ready for despatch, so that you can look out for the carrier. Please let us know if you would like us to do this. Orders sent by Special Delivery in the U.K. should arrive the next day. We are able to track orders sent by Special Delivery and will undertake to contact the carrier on the customer's behalf if an order does not arrive when expected. Please note: A working day is considered Monday to Friday inclusive but excluding local, public and national holidays. Orders are usually delivered within the times stated above but we cannot guarantee these delivery times as we have no control over the carrier.
Delivery Methods All items are sent via ROYAL MAIL, PARCEL FORCE or LYNX with charges according to weight of package. U.K.: Second Class Post (up to 750g); First Class Post (over 750g); or LYNX (up to 5kg). Overseas: Airmail Printed Papers rate (for magazines only) or Small Packet rate, whichever is cheaper.
Insurance Special Delivery - items are insured up to £500 Sterling.