Welcome to our FAQ pages. First of all a friendly note from the team at Discworld.com HQ – our FAQ’s are very tongue in cheek and are not meant to offend in any way, they reflect real questions we are asked on a regular basis and we hope they help you find the answers you’re looking for. If you have any further questions please don’t hesitate to email us on [email protected].
Discworld.com, PO Box 1770, Salisbury, Wiltshire, SP5 5SS
I have read your ‘frequently asked questions’, do they apply to me?
Yes, they do.
But do they really apply to me?
Yes, they do. :o)
For an in-depth explanation of what you can and cannot do with Discworld® characters and ideas, please see the Intellectual Property Guidelines for Fans
I never received a confirmation email for my order, where is it?
It’s almost certainly in your junk mail folder. If it’s not there, contact us with your full name and the email address you used to place your order and we’ll let you know.
I placed an order yesterday, where is it?
Orders can take up to 28 days to process, especially at the busiest times of year such as Christmas or during the publication of a new book. We always endeavour to send all orders as soon as possible, but this can vary depending on stock levels and the complexity of your order.
Yes, I understand all that, but I have now waited all week, where is my order?
If you place an order and subsequently really don’t wish to wait for it, we are more than happy to give you a full refund. Our T-shirts, bags, padfolios, mugs etc are not mass produced and are made to order in-house however so please bear this in mind when ordering.
Ah, but I ordered it for a birthday present and need it tomorrow, where is my order?
We really will do our very best to process your order as quickly as possible, however, all orders are processed chronologically.
When I order from Amazon/Tesco etc my orders arrive within a couple of days.
We are not Amazon with a staff of thousands. Orders are processed in chronological order, depending on current stock levels.
What credit cards do you accept?
We accept Visa Credit/Debit cards, MasterCard and American Express.
What other options are there for paying?
We also accept payments by PayPal. If you select the ‘Pay by PayPal’ option at the checkout you will be automatically taken through the PayPal checkout procedure.
I don’t have a PayPal account?
You now don’t need one to make an instant payment by card, but setting up an account only takes a matter of minutes – go to www.paypal.com
I placed an order two months ago and it never arrived. Where is it?
Please forward the order confirmation e-mail to us here and we will look into it immediately for you. If you haven’t received an order confirmation the chances are we never received your order.
I have just received an e-mail dispatch note. How long will my parcel take to arrive?
First class franked mail in the UK should arrive the next day, but can take up to a week or more. Unfortunately, this is out of our control. The Royal Mail ‘International Signed For’ estimates: three working days to Western Europe, four working days to Eastern Europe and five working days for the rest of the world. Please note: These are Royal Mail general guidelines ONLY and are not guaranteed. Overseas deliveries can take up to two to three weeks.
I left a phone message for you two minutes ago and you haven’t called me back. Why?
Please be aware that we primarily run our business over the internet and do not operate a 24 hour manned call centre. Please try to stick to normal office hours and if you are one of our overseas friends, please be aware of different time zones.
I also left a phone message for you yesterday and you haven’t called me back. Why?
Please remember that someone has to decipher your message and if it is not clear and concise we will be unable to return your call. Every day we receive messages that will forever go unanswered because no telephone number was left with us.
I have just received an e-mail dispatch confirmation. Where is my order?
The dispatch note is your confirmation that your order, or part of your order, has been dispatched and is now in the hands of the postal/courier service.
My Recorded Delivery parcel was returned to the Post Office. What can I do?
If you do not collect your Recorded Delivery parcel from the Post Office in time and it is returned to us you will need to pay the extra postage required for re-delivery. There is also a minimum surcharge of £5.00. The timescale within which you need to collect your parcel will be specified on the card left by your Postie – this is totally out of our control. Also, please be aware that in some cases it can take several months for uncollected items to be returned to us. Again, this is totally out of our control.
I have just placed an order, can I come and collect it?
No, sorry. We have guard cats.
I have checked with my bank and you have already taken payment, where is my order?
We utilise online payment technology to filter out fraudulent orders and orders placed where there are insufficient funds in the account. Therefore all payments made by card are processed automatically and the money will leave your account within a couple of days. Funds are transferred immediately for orders placed by PayPal.
I have just placed an order, can I add something to it?
Yes. We don’t hold any credit card details locally, but our payment provider allows us to make an additional charge with your permission. Simply e-mail and let us know what you would like. Please bear in mind that carriage costs may also be affected when adding extra items. If the weight goes up, so does the postage cost.
But your answer machine’s mailbox is full?!
We do receive a lot of calls, often in a very short time at busy periods, so please be patient, we will listen to and reply to all messages as quickly as possible.
How much is delivery to the USA/France/New Zealand/Wales etc?
Just add the item(s) to the basket, go to the checkout and select the delivery country – the postage will be worked out for you automatically. There is no obligation to buy at this point.
My order hasn’t arrived and I now realise that I made a mistake with the delivery address/postcode. What can I do?
Unfortunately we cannot be responsible for items that are lost in the post due to an error in the delivery address you supply so please take care when supplying us with your delivery details.
I gave my student halls of residence as my delivery address and the parcel has gone missing, is there anything I can do?
Due to the high number of parcels that go missing to student addresses we do not recommend using your halls of residence or shared accommodation as your delivery address. If you have no alternative we must repeat that this is at your own risk and we cannot be responsible for missing mail.
I gave a PO Box Number as my delivery address and the parcel has gone missing, is there anything I can do?
If you choose to give your address as a PO BOX we are cannot be responsible for your missing mail.
I gave my work address as my delivery address and the parcel has gone missing, is there anything I can do?
If you choose to have your parcel sent to your work address then you must be 100% confident in your own internal mail system. We do not recommend using work addresses and cannot be responsible for missing mail.
Can I reserve goods before I pay for them?
Goods cannot be reserved until payment has been received in full and obviously no items will be despatched until you have paid for them.
I don’t have a credit card, can I pay in US Dollars, Canadian Dollars, Australian Dollars, Yen?
Can I send you a cheque or Postal Order?
Sadly we can no longer accept orders made this way. We accept Visa Debit/Credit, MasterCard and American Express cards – you can also pay by PayPal.
When do I have to pay for my order?
If you haven’t paid for your order by Credit/Debit card/PayPal at the checkout and have opted to pay post you must pay within seven days or your order will be deleted from our system. We will not be able to contact you for payment, and goods will not be reserved for you until payment has been received in full.
Can I send you an International Money Order?
Can I pay Cash on Delivery?
Can you send me your bank account details so I can transfer the money direct into your account?
We’re unable to do this.
What does GBP mean?
Great British Pounds/Pounds Sterling.
I have read your frequently asked questions and cannot pay by any of the methods listed. How can I pay?
Sorry, you can’t, we really are only able to accept the payment methods we list.
If I buy more than one item, can I have a discount?
No, but thanks for asking.
I’m going to place a really big order, can I have a discount?
Thank you… but we’re still unable to offer a discount.
Are all your books signed by the late Terry Pratchett?
Sadly no longer, we only have a very small supply of signed items left. All new titles are now embossed with Terry’s signature stamp.
My T-Shirt/ Mug/Badges/Bag/Padfolio don’t suit me, can I return them?
Sorry, but all items that are made to order are non-returnable and non-refundable unless faulty.
My DVD won’t play, why?
All our DVDs are region 2 encoded. They will only play on European region 2 or multi-region players. This means they will NOT play on standard US region 1 machines. It is the customer’s responsibility to ensure whether a region 2 DVD will play on their machine or not.
My Blu-ray won’t play, why?
All our Blu-rays are region B encoded. They will only play on European region B or multi-region players. This means they will NOT play on standard US machines. It is the customer’s responsibility to ensure whether a region B Blu-ray will play on their machine or not.
My miniature has arrived “broken” – what should I do?
Almost all of the miniatures require some sort of assembly. Items such as brooms, hats, crossbows, swords etc are all supplied loose and will need to be glued into place.
My miniature has arrived unpainted – what should I do?
All our kits will require preparation, assembly and painting and they do come unpainted.
The image on my T-shirt has started to fade – I don’t know what has happened, Can you explain?
We would like to think that all our garments are hand-washed by fairies on the banks of a crystal clear lake and then dried by bluebirds and butterflies over wildflower meadows. However, for the few that are machine washed, PLEASE do adhere to the washing instructions. DO NOT boil wash, tumble-dry or iron the image and make sure you wash the garments inside out.
But I did follow the washing instructions. . . honestly.
The manufactures of our transfer materials test-wash all of their materials, but this isn’t good enough for us so we rigorously test wash and dry every design before we release it. The good news is that of the thousands of shirts we have produced, the amount of returns at the time of writing totals only four failed garments. Obviously, these four shirts were washed following the washing instructions and yet neither the manufacturers or ourselves have been able to duplicate the damage. In each case we have been told that it looks as if the shirt was washed too hot, with a harsh detergent and not turned inside out.
I have used my bag every day for the past six months and it has started to fray around the edges. Will you send me a new one?
Until we launch a fire and bombproof range we can’t claim that any of our products are indestructible and unless it’s down to a manufacturing fault after a reasonable amount of time, wear and tear is going to take its toll.
Can I use your artwork as my avatar?
Yes, but it is always courteous to ask first.
Can I use your artwork on my commercial website?
No, our designs are copyright protected out of respect for the artists.
Are you interested in buying my Clarecraft collection, my beige Mini Metro 1986, my own artwork?
Um.. no, but thanks for asking.
Can you help me with my School/College/University project?
Sorry, but we really are very busy and there just isn’t time to help with all the requests we receive.
Are your prints framed?
Most of our framed prints are available at various Discworld events, but a range is available here. Prices start from just £25.00.
Can I use your artwork as a Tattoo?
Yes, but it is always courteous to ask first and we would love to see a photo of the finished work! Upload it to our Facebook, Twitter or Instagram.
Can I use your artwork on my own personal web site?
Yes, but you MUST ask first and the site MUST be a non-commercial fan-based Discworld site. ALL images MUST be clearly shown to be © Paul Kidby/Discworld.com and a note should also be included stating that permission has been obtained with a link back to www.discworld.com. Most importantly the image must be reproduced in its original form and therefore must not be adapted or incorporated into any other work.
I know you are really busy, but….?
The Bulgarian translator isn’t very good, what are you going to do about it….?
Can I have this or that image as a poster/print/bag?
All the images are shown in every format available. If it isn’t on the site then it isn’t available. It is not possible to produce individual prints to order.
Do you also do it in black/white/pink/larger/smaller?
If it’s not shown here on the site then we don’t do it.
I have an excellent idea for an image…
That’s great, but all of the artwork is copyrighted and as previously stated, we really are unable to do one-off designs.
I’m a wholesaler, can I sell your products?
I am Discworld’s Greatest Fan, can I have something for free?
Oh we’d love to do that but Discworld has a LOT of Greatest fans…!