Customer service

Study materials

How can I find what I need for my studies?

Members of Panacea can purchase books through this webshop. In the drop-downs you can choose your degree and year. You will be shown a list of subjects and the books linked to these.

What prices and discounts do I get as a student?

A VAT percentage of only 6% applies to purchases in Belgium. We give a discount on those sales prices:

• 5% discount on books from Dutch and Flemish publishers
• 11% to 30% discount on books from other English publishers

The discount is visible on this shop and is automatically calculated in your shopping cart.

Account

I’ve forgotten my password.

This can always happen! When you log in, click on ‘Forgot your password?’ and we will send you an email so that you can reset your password.

Can I consult my purchasing history?

Yes, once you have created an account for ordering, if you are online you can consult your purchasing history and your orders.

Ordering

How can I place an order?

So, you’ve found the product you want. What next? Easy! Just put the item in the shopping cart. Once your shopping cart has all the items you need, you can complete the order. Enter all your details as correctly as possible and make your payment online. Your online order is then complete and you will receive confirmation from us by email.

I’m experiencing problems when ordering.

If it’s not possible to order via your standard browser, why not try another browser? And if this doesn’t work, please describe the problem via our contact form giving us as much information as possible (a description, the URL where the problem occurred, if possible with a screenshot).

What happens the item I want can’t be made available?

If it turns out that the item cannot be made available, we will notify you and give you a refund.

Why haven’t I received confirmation?

Confirmation of your order may have ended up in your spam box. Can you find it there? If not, you should contact us via the contact form.

I want to cancel an order before it’s delivered.

You can cancel the online order as long as it hasn’t been sent yet. In this case, the best thing to do is to contact us via the contact form. What happens if the package has already been sent? For physical goods, you are entitled to return the item within 14 days.

Can I add any more items once I have completed my order?

Unfortunately, this is not possible. If you want to order anything extra, the best things to do is place another order.

I’ve ordered the wrong title.

You can cancel the online order as long as it hasn’t yet been sent. In this case, the best thing to do is to contact us via the contact form. What happens if the package has already been sent? In that case, for physical goods, you are entitled to return the item within 14 days.

Payment

How can I make a payment safely online?

All payments are made online. Transactions are processed via Ingenico, one of the leading European providers of payment services. Ingenico processes transactions on a safe payment server, encrypted for maximum privacy and protection. There are various methods by which you can pay online:

• Bancontact/Mister Cash
• Mastercard/EuroCard
• Visa
• Maestro (online transfer)
• ING Home Pay, KBC Online, Belfius Direct Net, etc.
• iDEAL

I’m experiencing problems when making my payment.

If you receive an error message during the payment process there may have been a temporary interruption. Often the problem just sorts itself out. We would advise you to try at a later time. If the problem persists you can contact us via our contact form.

How do I receive my invoice?

If you choose to have your goods delivered, the invoice will accompany this delivery. If you choose to collect, we will give you the paper invoice when you come to collect. If you wish to receive a digital (pdf) version of your invoice, you should contact us via our contact form.

Delivery

How much are the delivery costs?

The delivery costs for online orders are calculated when you add them to your shopping cart. At Acco there are different delivery options you can choose from: home delivery or delivery to a collection point.

When will I receive my order?

The length of time you wait depends on the number of items you have in your shopping trolley. Our webshop will give you an indication of the estimated delivery period. As soon as you have placed an order, we will send you confirmation by email. The email will contain a summary of your order. As soon as we have arranged your package, we will send you another email listing the items being sent. You can click on a link in that email, or in your account, to track your order via the postal delivery company.

The status is stuck on ‘sender preparing item’.

If the status of your order is stuck on ‘sender preparing item’ this can be for several reasons:

• Your package has left our warehouse, but has not been scanned by the postal sorting office.
• The postal service may have delays sending out deliveries which means it will take longer before they are distributed.
• If your package has the same status for more than 10 days, it is likely it has got lost and you should contact us via the contact form.

My package has been sent but not delivered yet.

You have received an email saying that your package is on its way, but you’ve still not received anything? It’s possible there’s a delay in the postal sorting system. If you have still not received anything after 5 working days, contact us via our contact form.

I entered the wrong delivery address.

If the package has not yet been handed to the postal services, we can still change the address. Otherwise, we will see what other options are available. Please contact us via the contact form.

I’ve ordered several items, but not yet received everything.

Check on the accompanying documents if some titles have been specified as ‘still to be delivered’. This means that the title(s) in question are temporarily out of stock and will be sent to your address at a later date without you incurring any further delivery charges. If the title has not been specified, we’ll be happy to check for you. In this case, you can contact us via our contact form.

Can I have an order delivered outside the Benelux?

Do you want to receive a package outside the Benelux? If so, you should contact us via the contact form and we will check what is possible for you. For digital products there are no handling or delivery charges; after you place your order, we will send an email with the necessary information.

After delivery

I’ve still not received one of my items.

We will try our best to deliver your order as soon as possible. Are the delivery periods too far apart? In this case we will deliver in batches, so that you receive what you need as soon as possible. We will inform you about this by email or through your account. If you’re not sure whether a batch is on its way, you can contact us via the contact form.

I want to return my order.

Please contact us via the contact form, so we can send you a return label. You can return via PostNL.

In order for us to take back the item, a number of conditions must first be satisfied:

• You are able to submit a purchase receipt, invoice or confirmation of the order.
• The item is undamaged.
• The item is still in its original, unopened packaging, if received in this condition.
• The 14 days after purchase/collection have not been exceeded.

If we accidentally delivered an incorrect or damaged item, please let us know via our contact form, along with a photo of the damage. We will send you a replacement copy as soon as possible.

I have returned my order. When can I expect a refund?

Once we have received your return, we will try to refund the amount within 5 working days.