Here are a few of the most commonly asked questions we receive at Silverback Publishing.

Your order

How long will it take to receive my confirmation email?

You will receive a number of emails. One when you create an account, and one confirming your order is placed as soon as you are directed to our external secure payment provider, SagePay. These are only for your records though and you should have access to view your order to track progress and download your products as soon as payment is completed without having to wait for an email.

How do I download my digital products (E-book or PDF)?

Click here to login - go to 'Order History' and then 'Show' for the order where you've purchased the products you wish to download. You'll see a 'Download file' link next to applicable products.

I purchased a book on a website that was dedicated to just one of the books listed on this website, can I access my order here?

Unfortunately not. You can still login on the website where you purchased your book to gain access.

I bought an Online book - where can I login to view it?

We don't sell online books on this website. You can still go to the website you originally purchased the book from to view it online. Online books are now discontinued in favour of e-books.

Login and account access

How do I log in?

When you placed your order, you'll have created an account with your own choice of password. If you're having difficulties, please use use our forgotten password system. Alternatively just visit the login page

I don’t have access to my email I registered with

Please contact us - we will be happy to assist.

Digital Products (E-book & PDF)

How can I read an ebook on my Android device?

There are a number of ways you can do this. EIther download the book to your computer first then transfer it to your device, or log in to your account on your device to download your book. Please note: when prompted, do not simply open the download link in your chosen ebook reader app. Hold the link and press 'Download link'. Then find the file on your device and open it. Otherwise your app will not have the authenticated session so will show up a notice stating the file format is not supported or is corrupted.

How can I read an ebook to my Apple device (iPhone, iPad, iPod etc.)

Our books have been tested to work on iBooks. You should be able to download the books to the computer where you sync your device and import into your iBooks library. In iTunes make sure the book is selected to sync then proceed to synchronise your device.

Can I read e-books on my PC, Mac or laptop?

Yes, we recommend Calibre or iBooks. You can use others though, as long as they can read an ePUB file type.

What is the ePUB format?

The ePUB format is a well established standardised e-book format accepted by nearly all e-readers and devices.

What is the PDF format?

Most e-readers will read a PDF file type, and there are very few computers that don't already have a PDF reader installed. It is a common document type and some of our digital products are downloadable in PDF format where advertised.

Can I you provide a Kindle (.mobi) file instead?

We provide our e-books in ePUB format. There are many websites that can convert the ePUB format to MOBI so your kindle can read the book. Simple search the internet for 'ePUB to MOBI converter' or 'ePUB to Kindle converter' or download Calibre (we are not affiliated with Calibre in any way and accept no liability for your choice of programs or tools).

Are your books subject to VAT?

Physical books are not subject to UK VAT. However digital books including e-books and PDFs will incur VAT. This will be itemised in your order itinerary.

Delivery

What options are there for delivery?

You will be shown delivery options available for your chosen country during the checkout process. This will include an expected time-frame for delivery.

Can I order over the phone?

Of course! If you'd rather place a telephone order, please call us on +44 (0)208 133 2939

My book hasn’t arrived, what should I do?

If your book hasn’t arrived we will try and track it down or will send you out another copy. Simply contact us.

Do you ship internationally?

Yes we do. If you don't see your country listed in the address forms, please contact us for assistance. In some circumstances, you may receive your goods in Amazon branded packaging if it's been dispatched from an Amazon fulfilment warehouse in the USA.

Returns, Exchanges and Refunds

I would like a refund; how do I get one?

All returns must comply with our returns policy

I would like to exchange my book; how do I do this?

We do not exchange products, but if you are eligible to return your product, we can process this first so you are then able to make another purchase.

The product I received is damaged, what should I do?

If your goods are damaged please take a picture of it immediately on receipt and also include photos of the packaging. Then contact us via our contact form and we will provide an email address for you to send your evidence to so we can process your request for a replacement or refund.

Rights & Re-distribution

Can I share my digital products?

You are not permitted under any circumstances to copy or redistribute any digital products downloaded from our website. A purchase must be made for every user who wishes to have a copy of the product. Anyone who does share or distribute our products without prior written consent is committing theft and legal action will be taken.

Can I print my eBook or PDF?

We don't support any methods of printing your digital products. If you do, this must be for your own personal use and you are not permitted to share or distribute the books as stated above.

Resellers and Bookshops

How do I order a book with retail discount?

Please contact us and we will be able to personally assist you in setting up a reseller account with us

Do you do sale or return?

Usually we can accommodate sale-or-return with bookshops. Please contact us

Do you have any distributors?

Yes, you can order directly via Nielsen Booknet or Gardners if you'd prefer.

Can you offer discounts to bookshops?

Yes, naturally any reseller will be able to purchase books from us at a discounted price. Your discount will depend on your order volume. Please contact us for more information.

Discounts and Offers

Can you offer discounts for bulk order?

Yes, if you are looking to place an order for 5 or more products (this can be the same product or a mixture of products), please contact us and we'll be happy to help.

Can you offer discounts to educational institutions?

We do offer discounts for educational use, but there is a minimum order quantity of 5 products to be eligible.