If your query concerns ordering online, or if you are looking for contact details and information about Penguin, please take a look at our frequently asked questions.

Ordering Online

  1. How can I contact Customer Services?
  2. How do I order online?
  3. How do I order a catalogue?
  4. How do I return a faulty book?
  5. How can I order out-of-print books?
  6. What do I do if I've forgotten my password?
  7. Can I buy a piece of original artwork from one of your illustrators?
  8. Why does my book have two ISBN numbers and/or why is the wrong ISBN displaying on your website when I typed in the correct ISBN?

Contact details and information about Penguin

  1. How can I contact Penguin?
  2. How can I get my book published?
  3. How do I search the website for a book or author?
  4. How can I contact an author?
  5. How can I arrange an author visit?
  6. How do I request an academic inspection copy?
  7. How do I request a review copy?
  8. How do I request permission to reproduce material from a title published by the Penguin Group (UK)?
  9. Where can I get rights information?
  10. My company would like to use Penguin books in our promotions, how can I do that?
  11. Where can I find information on readers' groups?
  12. Where can I view current vacancies?
  13. Can I get help with my project?
  14. Where can I find information on publishing and the book industry?
  15. What is Penguin Books Limited's company registration number?
  16. Looking for a bookshop?

eBooks

  1. What is an eBook?
  2. What is so good about eBooks?
  3. What is the difference between an eBook and an enhanced eBook?
  4. Do you have an eBook catalogue?
  5. What format are Penguin eBooks in?
  6. Do I need a Kindle or iPad to read an eBook?
  7. With which devices are Adobe Digital Editions compatible?
  8. How do I buy an eBook from penguin.co.uk?
  9. Is it safe to download eBook readers and eBooks?
  10. Do I need to live in the UK to buy an eBook from penguin.co.uk?
  11. Can I order eBooks by phone?
  12. Can I pay for an eBook with a cheque?
  13. Do I have to pay delivery charges for eBooks? What about taxes?
  14. Can I order multiple copies of an eBooks at once?
  15. Can I purchase an eBook as a gift?
  16. What if I accidentally skip or erase the page that contains the link to my eBook?
  17. How long will it take to download an eBook?
  18. What is the return policy for eBooks?
  19. Do I have to be connected to the internet to read my eBook?
  20. Can I print my eBook?
  21. Does Penguin accept submissions for electronic publishing?

Apps

  1. Where can I learn more about a particular app?
  2. I just purchased an app. How do I install it on my device?
  3. Will apps run on my computer?
  4. What is an in-app purchase?
  5. Where can I find more information about my device?
  6. I'm having trouble using a Penguin app on my Apple device.
  7. I'm having trouble opening an app.
  8. I canít hear any sound from the app.
  9. How do I get a refund for my app?

Ordering Online

1. How can I contact Customer Services?

For international sales and general enquiries,
Email: penguinexport@tbs-ltd.co.uk

For UK sales and general enquiries, please fill out the contact form below.


I require some product information For anything else please include further information that may help us with your enquiry

Alternatively, you can telephone UK Customer Services on:
Tel: +01206 256161 or
Email: customer.service@penguin.co.uk

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2. How do I order online?

To place an order, simply click on the 'Buy now' button against the appropriate book title. You can use the 'YourBasket' button on the top right-hand side of the page to view the contents of your shopping basket. When you have finished shopping, click to pay, and you will be asked to enter your delivery information and your credit card details.

All orders must be in UK pounds sterling.

Safe Shopping
It is as safe to shop at penguin.co.uk as it is to shop by credit card at a regular store. We use the latest security software, and have been issued a Secure Server Digital Certificate by BT Trustwise.

Shipping Information
Delivery Charges: these are Penguin.co.uk's delivery charges in UK pounds sterling (£). To work out your total delivery charge, add up the Charge per Order and the Charge per Item columns for your region.

*Free UK Delivery

**There is no delivery charge for eBooks.

Region Charge per order Additional cost per item *UK 0 0 EU £3.00 £2.00 ROW £3.00 £5.00

Where applicable, VAT will be charged at a local rate.

Delivery Times
UK - Your order should reach you within 2-3 working days.
Europe - Your order should reach you within 6-8 working days.
Rest of the World - Your order should reach you within 8-11 working days.

The availability and published prices are correct at time of going to press but are subject to alteration without prior notice.

Should you have any queries about your order, our Customer Service department can be contacted at customer.service@penguin.co.uk.

eBook Delivery
In order to download your eBook you will need to have installed the appropriate eBook reader software. For more information read our step-by-step guide. Please be aware that eBook download links are only valid for 60 days from date of purchase. Please make sure that you have downloaded your eBook within this time period.

Returns
If you are unhappy with any product you purchase on this website for any reason (other than any eBook, which cannot, by reason of its nature, be returned. See the Terms & Conditions of sale for further information), you may return it to us in its original condition within 14 working days and we will provide a full refund.

To make a return please send the item securely wrapped, along with your packing slip and a letter giving the reason for the return.

Please send the package to the following address:
Online Returns Department
The Book Service Ltd
Colchester Road
Frating Green
Colchester
CO7 7DW

We recommend that you use a recorded delivery service.

Post & Fax Orders
Books (other than eBooks) can be ordered by post or fax using our Penguin Direct ordering service:

Penguin Direct
The Book Service Ltd
Colchester Road
Frating Green
Colchester
CO7 7DW
CM20 2JE
Fax: 01206 256176

UK orders only. Delivery is normally within 14 working days.

Ordering in bulk
For information on buying in bulk, please email penguinorders@tbs-ltd.co.uk

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3. How do I order a catalogue?

Printer-friendly versions of our catalogues are available to download at www.penguincatalogue.co.uk/. Please note, due to the large number of catalogue requests we receive we are unable to post out catalogues.

If you are a UK trade customer please contact your Penguin sales rep for copies of the catalogues.

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4. How do I return a faulty book?

Purchased from a shop
We apologise for any errors that occurred during the printing process. For severe defects such as missing pages or improper binding, please return the book to the store where you purchased it and they will replace the copy. Please note, Penguin cannot replace books purchased from bookshops (as opposed to books purchased from our website). This is because we sell our stock to the bookshops and they are then responsible for dealing with any faulty products in accordance with their own returns policies.

Purchased from www.penguin.co.uk
If you are unhappy with any product you purchase on this website for any reason (other than any eBook, which cannot, by reason of its nature, be returned. See the Terms & Conditions of sale for further information), you may return it to us in its original condition within 14 working days and we will provide a full refund. If the return is the result of our error, or if the item was damaged before it reached you, please send the item securely wrapped, along with your packing slip and a letter giving the reason for the return.
To make a return please send the item securely wrapped, along with your packing slip and a letter giving the reason for the return.

Please send the package to the following address:

Customer Services
Freepost NATE1108
Colchester Road
Frating Green
Colchester
CO7 7DW
CM20 2JE

For further information, please contact customer.service@penguin.co.uk. This email address is specifically dedicated to enquiries concerning books that have been ordered online through penguin.co.uk.

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5. How can I order out-of-print books?

If you are looking for a title which is now out-of-print, try one of the out-of-print finding services listed below:

Abe Books
For first editions, antiquarian and out of print books: includes reviews
Website: www.abebooks.com

Book Finder
Over 40 million new, used, rare, and out of print books at your fingertips
Website: www.bookfinder.com

Zardoz
Out of print and collectable books dealer
Website: www.zardozbooks.co.uk

Ordering in bulk
If you wish to purchase bulk quantities of books currently out of print, please contact penguinorders@tbs-ltd.co.uk.

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6. What do I do if I've forgotten my password?

Shopping online
Simply click on the 'Your Account' button on the top right-hand corner of the Penguin homepage. When the log-in screen appears, insert your email address and then click the password hint button. You will then see the hint and the password prompt will now say 'email me my password'. Click this and the password will be emailed to you.

Press Office
On each area's login page there is an option where your forgotten password can be emailed directly to you. Simply click on the lost password link, enter your email address (the one you signed up to that particular area with) and click enter. Your password will now be emailed to you.

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7. Can I buy a piece of original artwork from one of your illustrators?

To enquire about purchasing artwork from a selection of our authors please visit Children's Book Illustration.
Website: www.imagesofdelight.com

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8. Why does my book have two ISBNs numbers and/or why is the wrong ISBN displaying on your website

The publishing industry switched all books from having 10 digit ISBN codes to 13 digit codes. Books printed during this transition will display both ISBNs. Ten digit ISBNs are now obsolete.

The Penguin website only displays 13 digit ISBNs, but if you have a 10 digit ISBN you can still search and get the correct book.

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9. How can I contact Penguin?

Please see below for a list of divisions and email contacts:

Trade - UK, export and international
Promotions & Incentives
Rough Guides
Audiobooks
Penguin Group companies around the world
Website enquiries

Trade - UK, export and international

For all UK trade account queries, please contact penguinorders@tbs-ltd.co.uk

For all export trade account queries, please contact penguinexport@tbs-ltd.co.uk

For all international trade sales enquiries, please contact internationalsales@uk.penguingroup.com

France, Algeria, Morocco and Tunisia
Penguin Group
Herengracht 418 II
1017 BZ Amsterdam
The Netherlands

Tel: +0800 917 448 (service gratuit in France) or +31 (0)20 625 9566
Fax: +0800 901 276 (service gratuit in France) or +31 (0)20 625 8676
Email: France-Office@uk.penguingroup.com

Jean-Luc Morel: Key account manager
83, Rue de Dunkerque
75009 Paris
France

Tel: +33 (0)1 48 74 02 23
Fax: +33 (0)1 49 70 03 28
Email: Jean-Luc.Morel@uk.penguingroup.com

Benelux
Penguin Benelux
P.O. Box 3507
1001 AH Amsterdam
The Netherlands

Tel: +31 (0)20 625 95 66
Fax: +31 (0)20 625 86 76
Email: benelux-office@uk.penguingroup.com

Germany & Austria
Penguin Books Deutschland GmbH
Justinianstr. 4
60322 Frankfurt
Germany

Tel: +49 69 628081
Fax: +49 69 629293
Email: Penguin.Germany@penguinbooks.de

Italy
Penguin Italia srl
Via Vittorio Emanuele 45/a
20094 Corsico
Milano
Italy

Spain / Portugal
Penguin Books S.A.
Glorieta de Quevedo, 9-7C
28015 Madrid
Spain

Central & Eastern Europe
Ul Topazowa 31
62-081 Poznan - Baranowo
Poland

Email: grazyna.soszynska@uk.penguingroup.com

Penguin Putnam Inc
345 Hudson Street
New York
NY 10014
USA

Email: international.sales@us.penguingroup.com

Singapore & Malaysia
Penguin Singapore & Malaysia
23/25 First Lok Yang Road
Jurong
Singapore 629733

Email: enquiry@penguinbooks.com.sg

All other enquiries:
International Sales
Penguin Group UK
80 Strand
London WC2R 0RL

Promotions & Incentives
If you are interested in using Penguin books as promotions or incentives within the UK, please email penguinorders@tbs-ltd.co.uk or call 01206 256161.

Rough Guides
For all Rough Guides enquires please contact roughguides@uk.penguingroup.com.

Audiobooks
Please refer to the audiobooks frequently asked questions page for further information.
For all audiobook enquires not covered in the above section, please contact Customer Services at customer.service2@penguin.co.uk.

Penguin Group companies around the world

America
Penguin Group (USA)
375 Hudson Street
New York
NY 10014

Website: www.penguinputnam.com

Australia
Postal Address:
Penguin Group (Australia)
PO Box 701
Hawthorn
VIC 3122
Australia

Head office:
250 Camberwell Road
Camberwell
VIC 3124
Australia

Tel: 61-(0)3-9811-2400
Fax: 61-3-9870-6086
Website: www.penguin.com.au

Canada
Penguin Group (Canada)
90 Eglinton Avenue East,
Suite 700
Toronto,
Ontario
M4P 2Y3 Canada

Tel: (416) 925-2249
Fax: (416) 925-0068
Website: www.penguin.ca

China
Penguin China
B-7 Jiaming Center
27 East Third Ring Road North
Chaoyang District, Beijing
100020, China

Tel: +86-10-6409-6767
Email: info@cn.penguingroup.com

India
Penguin India
11 Community Centre
Panchsheel Park
New Delhi 110 017
India

Tel: 91-11-2649-4401
Fax: 91-11-2649-4402
Website: www.penguinbooksindia.com

Ireland
Penguin Ireland
25 St Stephen's Green
Dublin 2
Ireland

Tel: 00-353-1-661-7695
Fax: 00-353-1-661-7696
Please do not call this number in reference to UK enquiries.
Email: info@penguin.ie
Website: www.penguin.ie

New Zealand
Penguin Group (New Zealand)
Private Bag 102-902
North Shore Mail Centre
Auckland 1310
Albany,
Auckland
New Zealand

Tel: +64 9 442 7400
Fax: +64 9 442 7401
Website: www.penguin.co.nz

South Africa
Penguin South Africa
Block D, Rosebank Office Park
181 Jan Smuts Avenue
Parktown North
Gauteng
South Africa
2193

Tel: 27-11-327-3550
Fax: 27-11-327-6574
Website: www.penguinbooks.co.za

Website enquiries
The following email address is intended for correspondence regarding the Penguin website only. Please check through our frequently asked questions list before emailing, as due to the high volume of emails we receive, only specific queries that are not covered here can be answered. Thank you and email editor@uk.penguingroup.com to contact us.

Please note: Unfortunately we are unable to respond to any queries already covered by our frequently asked questions page.

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10. How can I get my book published?

People frequently ask us how to go about getting published. Our company policy is to not accept unsolicited manuscripts or synopses and we cannot enter into correspondence about unpublished work.

We can offer the following advice on how to go about getting into print. A great place to start is your local library where you'll find a wealth of information on writers groups and plenty of books on writing and the publishing process.

When you feel your work is ready for publishing you need to get a Literary Agent. Agents can objectively advise you on your work and will know the most suitable publisher to take it to, not to mention fighting for the best deal on your behalf. A comprehensive listing of UK literary agents can be found in the Writers' and Artists' Yearbook, published annually by A & C Black. Different markets demand a different approach, so we also offer specialist advice for aspiring Adult fiction and Children's fiction authors.

There are a number of websites who offer great advice and writer's resources.

Authorlink
Writers resource and rights marketplace
Website: www.authorlink.com

Booktrust
Provides listings, factsheets on publishing and getting published, plus book news
Website: www.booktrust.org.uk

Handbook of Rhetorical Devices
Guidelines for and examples of rhetorical devices
Website: www.virtualsalt.com/rhetoric.htm

Mslexia
The magazine for women who write. Advice and inspiration; news, reviews, interviews; competitions and grants
Website: www.mslexia.co.uk

Thesaurus.com
Online thesaurus
Website: www.thesaurus.com

The Writers' Advice Centre for Children's Books
Founded in 1994 The Writers' Advice Centre for Children's Book is the only manuscript agency in the United Kingdom specialising solely in children's publishing.

The Writers' Advice Centre for Children's Books
16 Smiths Yard
London SW18 4HR
Tel: 0797 9905353
Email: info@writersadvice.co.uk
Website: www.writersadvice.co.uk

XRefer
Reference search engine
Website: www.xrefer.com

We wish you the best of luck and hope you are successful in placing your work.

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11. How do I search the website for a book or author?

Our search engine makes it easy to find what you're looking for. You can search for a book or author using our quick search, which appears at the top right-hand side of each page. Click 'go' and you should receive a search results page with the information you were looking for. If you use more than one keyword our search engine will restrict the results to books that each match all the keywords you enter, for example:

Entering William Shakespeare finds books by and about William Shakespeare.
Entering Shakespeare finds books by and about William Shakespeare as well as books by other authors named Shakespeare.
Entering Measure for Measure finds Measure for Measure.

Browse our online catalogue
You can also browse our online catalogue by genre for all new and recent releases, or download a printer friendly version.
If you still can't find the book you are looking for it may be that it is no longer in print, or for more recent books, that it is in the process of being re-printed. We only display titles on the site that are currently in print and that can be purchased from the site. However, it may be possible to find the book you are looking for by searching an out of print specialist site.

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12. How can I contact an author?

We cannot give out personal mail or email addresses for our authors. However, all author mail is forwarded directly to our authors via our publicity departments.

Please note that we cannot guarantee a reply.

Please write to:

'Author name'
c/o Penguin Publicity
80 Strand
London
WC2R 0RL

To contact Puffin authors, please write to:

'Author name'
c/o Puffin Publicity
80 Strand
London
WC2R 0RL

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13. How can I arrange an author visit?

A number of our authors are available to appear at festivals and events. To discuss details further please contact the relevant Publicity department.

For children's authors please write to your preferred author/illustrator at the following address:

Name of author/illustrator
c/o Puffin Marketing Department
Penguin Books Ltd
80 Strand
London
WC2R 0LR

You may also be interested in Puffin Virtually Live - a series of free interactive webcasts from Puffin's bestselling authors. Find details of forthcoming webcasts and watch previous webcasts on-demand.

Although we will forward your letter we cannot supply authors' addresses for privacy reasons. Similarly we are unable to act as booking agents for events; any arrangements for school/library events are made entirely between yourselves and the author/illustrator concerned. However, if you are a school with a planned author visit, please contact Puffin Book Club Teacher on 0500 807 981 (UK), 1800340 131 (ROI).

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14. How do I request an academic inspection copy?

For answers to any academic questions, please contact academic@uk.penguingroup.com.

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15. How do I request a review copy?

To order review copies, please register with the online press office.

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16. How do I request permission to reproduce material from a title published by the Penguin Group (UK)?

The Permissions department at Penguin Group (UK) deals with requests to reproduce extracts from Penguin, Rough Guide and Puffin titles, and text only extracts from Dorling Kindersley titles.

For permission to reproduce Dorling Kindersley images contact: enquiries@dkimages.com

For permission to reproduce extracts from Frederick Warne, Ladybird, BBC Children's Books and Spot titles contact: rights-brandsandlicensing@uk.penguingroup.com

For permission to reproduce entire works you will need to contact the relevant Rights department, see question 18 below for further details.

Please consider the following before submitting a permission request:

Check if the material is taken from a Penguin Group (UK) publication:
Please check the copyright page of the work from which you wish to reproduce material to make sure that the work was first published by Penguin Group (UK). If the work was first published by another publisher you should apply directly to the original publisher for permission.

If the requested material is part of an anthology or a collection, please check the acknowledgement page for details on the copyright holder of the material you wish to reproduce. If the copyright is not held by Penguin Group (UK), please apply to the acknowledged third party directly for permission.

If the work you wish to use extracts from is published by another Penguin Group company you will need to contact them directly for permission:

USA
Penguin Group Inc (Adult Titles)
Permissions Department
375 Hudson Street
New York, NY 10014
USA

Tel: +1 212 366 2684
Fax: +1 212 366 2943
Website: us.penguingroup.com

Penguin Group Inc (Juvenile titles)
Permissions Department,
375 Hudson Street
New York, NY 10014,
USA

Tel: +1 212 414 3553
Fax: +1 212 414 3340

Canada
Penguin Group
Rights and Contracts Department,
90 Eglinton Avenue East, Suite 700
NToronto, Ontario
M4P 2Y3
Canada

Fax: +1 416 925 0068
Email: permissions@ca.penguingroup.com

Australia
Penguin Books
Permissions
Rights Department
250 Camberwell Rd
Camberwell
VIC 3124
Australia

Fax: +61 3 9811 2681
Email: rights@au.penguingroup.com

New Zealand
Penguin Group
Permissions Editor
Private Bag 102902
NSMC
New Zealand

Fax: +64 9 4427401

India
Penguin Books
11, Community Centre, Panchsheel Park
New Delhi 110017
India

Tel: +91 (0) 11 2649 4401/02/05/07
Fax: +91 (0) 11 2649 4403/04
Email: rights@in.penguingroup.com

South Africa
Penguin Group
Permissions
Rosebank Office Park, Block D
181 Jan Smuts Avenue
Parktown North
2193
South Africa

Tel: +27 11 327 3550
Fax: +27 11 327 3660
Email: permissions@za.penguingroup.com

Check if the book is still in copyright:
Generally, UK copyright expires at the end of the period of 70 years from the end of the calendar year in which the author died. If copyright has expired, the original text may be reproduced without restriction and no permission is needed. If the work is translated you will need to check if copyright subsists in the translation. If you are having trouble tracing an author or their estate try looking on the WATCH website: tyler.hrc.utexas.edu

Can I request permission to use an extract in my manuscript if I do not yet have a Publisher for my book?
Do not apply for permission if you do not yet have a publisher. To be able to grant permission we require full publishing details. When you have a signed contract with a publisher please follow the process below to request permission.

I'm a reading impaired person. What permission can Penguin Group (UK) give me to help access Penguin Books?
If you are a reading impaired person and you have purchased a print edition of a Penguin Group (UK) title we may be able to supply you with PDF files of the book along with permission to use the files for personal use only. If you are in this position please complete the relevant sections on the as detailed below. Please note that we do not hold PDF files for all our titles and will not always be able to assist you. Currently we are unable to supply Rough Guide or Dorling Kindersley titles.

Is there anything else that the Permissions department deals with?
If you wish to request permission, please complete the Permissions request form in full with all information relevant to your request and email it to the appropriate address provided on the form. Please complete all fields relevant to your request and please do not omit any relevant information as this will result in delays in processing your request.

Please allow at least 8 weeks when requesting permission for your request to be processed. All requests are dealt with in date received order so do not submit duplicate requests.

Submit your form via email, fax or post to the addresses below:

Email:
Adult books: adultpermissions@uk.penguingroup.com
Children's books: childrenspermissions@uk.penguingroup.com

Fax: +44 (0) 20 7010 6702

Post:
Penguin Group
Permissions Dept.
80 Strand
London
WC2R 0RL
UK

Please allow at least 8 weeks when requesting permission for your request to be processed. All requests are dealt with in date received order so do not submit duplicate requests.

I'm a reading impaired person. What permission can Penguin Group (UK) give me to help access Penguin Books?
If you are a reading impaired person and you have purchased a print edition of a Penguin Group (UK) title we may be able to supply you with PDF files of the book along with permission to use the files for personal use only. If you are in this position please complete the relevant sections on the permission request form as detailed above. Please note that we do not hold PDF files for all our titles and will not always be able to assist you. Currently we are unable to supply Rough Guide or Dorling Kindersley titles.

Is there anything else that the Permissions department deals with?
We deal with permission requests to stage amateur performances, to use our books as a prop on television or if you wish to photocopy or scan material. Please complete the Permission Request Form and submit this for processing.

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17. Where can I get rights information?

Is there a dedicated Rights Website?
Visit www.penguinrights.co.uk for all rights news and information.

How do I find out if a Penguin UK title has been translated into a certain foreign language or is published in the US?
Firstly, please check the copyright page at the front of the book. If the book was first published by another publisher, you will need to contact them for further information on foreign language and US sales. If, however, it is a Penguin UK original title, please search for the title on www.penguinrights.co.uk, where details of rights holders and rights availability can be found.

How do I find out if the translation rights for a particular foreign language or for the USA are still available in a Penguin UK title?
Firstly, please check the copyright page at the front of the book. If the book was first published by another publisher, you will need to contact them for further information on the status of the translation and US rights. If, however, it is a Penguin UK original title, please visit www.penguinrights.co.uk and search for the title there; you will see which rights are still available.

How do I find out about the rights holder for a Penguin USA, Penguin Canada, Penguin Australia, Penguin New Zealand or Penguin India title?
Unfortunately you will need to contact the actual Penguin company that published the book directly. Please go to their local websites.

USA - www.penguinputnam.com
Canada - www.penguin.ca
Australia - www.penguin.com.au
New Zealand - www.penguin.co.nz
India - www.penguinbooksindia.com

Who I should contact if I want to clear the rights to use part of a Penguin UK title?
Unless you are interested in using the whole of a Penguin UK title, you will need to contact our Permissions Department at adultpermissions@uk.penguingroup.com.

I am interested in the rights for a book that I think was published by Penguin UK, but I'm not sure. What should I do?
If you do not have a copy of the book to check the publishers' name, please try searching for the title here. If the title you are interested in does not appear, please check on www.amazon.co.uk or www.amazon.com to find out who the actual publisher is.

Film & TV enquiries
Please search for the title on www.penguinrights.co.uk; the film rights holder will be listed. If Penguin holds rights go to the 'contact' page on the rights site and email the film rights contact.

Film & TV rights for old Penguin titles
Many Penguin paperbacks were first published by other publishers. You should always try to approach the original publisher if possible, as they will have the most information on the status of the rights. The copyright page, at the front of the book, should have information on where the book was first published.

Information on a Penguin USA / Penguin Australia / Penguin India title
While Penguin has many sister companies around the world, we all have different publishing programmes, so please contact the relevant company in each case.

Contacts
For more rights information and contact details, please see www.penguinrights.co.uk

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18. My company would like to use Penguin books in our promotions, how can I do that?

We handle a wide variety of briefs including sales promotions, brand tie-ups, sponsorships, bespoke books, branded books, media campaigns, limited edition books, corporate gifts and books for events or general bulk purchase.

Penguin values the partnerships we build and maintain. We have the expertise to oversee your project from start to finish. The Brand Partnerships Manager is your main point of contact; they are supported by an in-house design team who bring together your creative vision with the art from our books.

The Custom Publishing Department is assigned to project manage the creative and production process, including author and brand approvals. Contact Penguin Partnerships here: http://www.penguinpartnerships.co.uk

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19. Where can I get recommendations of books for my reading group?

You can get recommendations from our authors and editors at the Penguin Readers Group section of the website.

For further information please contact readers@uk.penguingroup.com.

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20. Where can I view current job vacancies?

For a full listing of our current vacancies, graduate recruitment and details on working at Penguin please look at our Careers website.

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21. Can I get help with my project?

We regularly receive a large number of requests for information from students undertaking research. Unfortunately, due to time constraints, we are unable to agree to interviews with our employees and cannot send out information.

We wish you all the best in the completion of your studies.

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22. Where can I find information on publishing and the book industry?

Book Industry:

Achuka
The independent children's books site brimming with information on children's books
Website: www.achuka.co.uk

BookCrossing
Website dedicated to book sharing
Website: www.bookcrossing.com

Booktrust
Book readers and professionals site, provides listings and news
Website: www.booktrust.org.uk

Contemporary Writers
Searchable database contains up-to-date profiles of some of the UK and Commonwealth's most important living writers
Website: www.contemporarywriters.com

London Review of Books
Literary discussion and debate
Website: www.lrb.co.uk

Reading Matters
Book reviews and book lists by theme, plus a handy way to choose a book for your child - enter details about their age and interests and a title is chosen for you
Website: www.readingmatters.co.uk

Reading University Library
Records of British publishing and printing
Website: www.library.rdg.ac.uk/colls/special/publishers.html

Salon Magazine
Arts, culture and politics web magazine
Website: www.salonmagazine.com

Scottish Booktrust
Book readers and professionals site, provides listings and news for Scotland
Website: www.scottishbooktrust.com

The British Library
The British Library is the national library of the UK
Website: www.bl.uk

The Bookseller
Publishing industry news
Website: www.thebookseller.com

The Federation of Children's Book Groups
Local groups of adults and children interested in books, plus some useful book lists
Website: www.fcbg.org.uk

The Guardian
The Guardian's online books offering
Website: www.booksunlimited.co.uk

The National Literacy Trust
Up-to-date information about literacy for all age groups throughout the UK, including details of the National Reading Campaign and Reading is Fundamental, UK
Website: www.literacytrust.org.uk

The Poetry Society
Resource site for poets
Website: www.poetrysociety.org.uk

The Royal Society for Literature
An active and democratic body for anybody interested in literature
Website: www.rslit.org

Times Literary Supplement
Literature journal
Website: www.the-tls.co.uk

Wordpool
Advice on choosing books for children and helping children with reading
Website: www.wordpool.co.uk

Writers' resources:

Authorlink
Writers' resource and rights marketplace
Website: www.authorlink.com

British Arts Festival Association
Calendar listing of literary festival events
Website: www.artsfestivals.co.uk

Handbook of Rhetorical Devices
Guidelines for and examples of rhetorical devices
Website: www.virtualsalt.com/rhetoric.htm

Mslexia
The magazine for women who write. Advice and inspiration; news, reviews, interviews; competitions and grants
Website: www.mslexia.co.uk

Thesaurus.com
Online thesaurus
Website: www.thesaurus.com

The Writers' Workshop
Manuscript appraisal and editorial services, run by writers for writers
Website: www.writersworkshop.co.uk

Xrefer
Reference search engine
Website: www.xrefer.com

Book charities:

Book Aid International
Book Aid International targets those in greatest need and each year provides over 750,000 books to support literacy, education, training and publishing in more than 40 of the poorest countries in the world
Website: www.bookaid.org/cms.cgi/site

Readathon
Children's book news, views and jokes. Find out what other schools are up to and help raise money for charity simply by reading a book
Website: www.readathon.org

Environmental Awareness Across The Book Industry:

Environmental Action Group
Information on what publishers are doing to promote awareness and help the environment
Website: www.green4books.org.uk

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23. What is Penguin Books Limited's company registration number?

Penguin Books Limited Registered Number: 861590 England Registered Office: 80 Strand, London WC2R 0RL

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24. Looking for a bookshop

If you are looking for a bookshop in the UK or Ireland take a look at The Booksellers Association. You can search by bookshop name, town, county, postcode and the display will show bookshop details and google map locations and streetview for all shops. You can search for all BA members, only independents, or independents and chain bookshops.

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eBooks

25. What is an eBook?

eBooks are digital files of books specially designed to be read on screens. They contain all of the same content as the print edition, and sometimes have a few added extras!

26. What is so good about eBooks?

eBooks are a quick and convenient way to buy, read and keep the books you want. They can be downloaded in a matter of seconds and you can store thousands of eBooks on a single device. eBooks are also interactive, allowing you to search for text, make notes or look up words in built-in dictionaries.

27. What is the difference between eBooks and enhanced eBooks?

Our enhanced eBooks include much of the same written content as our print books and eBooks but include special bonus features such as exclusive audio or video content.

NB: enhanced eBooks are currently only available on the iBookstore and Kindle app for iPads, iPhones and iPod Touch devices.

28. Do you have an eBook catalogue?

No, but Penguin's eBooks can be found here. Our eBooks also appear in Search Results alongside print editions.

29. What format are Penguin eBooks in?

Penguin eBooks are in either the ePub or PDF format. For format specific information, please visit Adobe's Digital Editions.

For Kindle compatible eBooks please visit Amazon UK. For iPad, iPod Touch and iPhone compatible eBooks please visit the iBooks store.

30. Do I need a Kindle or iPad to read an eBook?

No, you can read eBooks on all kinds of eReaders as well as on your PC, Mac, tablet, iPhone and iPod touch.

The eBooks available for download on Penguin.co.uk, however, are only compatible with Adobe Digital Editions supported devices, as listed here on the Adobe website.

Our eBooks are also available through selected online retailers, such as the iBooks store or the Kindle store.

31. With which devices are Penguin's epubs compatible?

For a list of compatible devices please look at the Adobe website.

NB: Penguin's epubs are not compatible with Kindle devices, iPads, iPhones, iPod Touches, nor e-reading apps on Apple and Android devices.

32. How do I buy an eBook from penguin.co.uk?

Take a look at our most popular eBooks here.

To buy from penguin.co.uk, click on the title you want to read, complete the payment process and you will then be able to download the eBook to your PC or Mac. You can then transfer your eBook to an eReader or other device to it by connecting the device to your computer (PC only). Please make sure you have first installed and authorised Adobe Digital Editions on your PC and then you can copy over the epub across to your device using this software.

NB: It is not possible for eBooks purchased from the Penguin site to be delivered straight to an eReader device. You need to follow the steps above in order to access the eBook on an eReader.

33. Is it safe to download eBooks?

Yes. You will not download a computer virus or any other malicious file when you download eBooks from Penguin.co.uk. Additionally, our eBooks have built-in security and encryption features to protect against copyright violations.

34. Do I need to live in the UK to buy an eBook from penguin.co.uk?

Yes. On penguin.co.uk, eBooks can only be bought if you have a UK IP and billing address.

35. Can I order eBooks by phone?

Because these are digital products, they can only be ordered online.

36. Can I pay for an eBook with a cheque?

No. eBooks can only be purchased with a credit or debit card at this time.

37. Do I have to pay delivery charges for eBooks? What about taxes?

You do not have to pay delivery charges for eBooks. However VAT is payable on digitally downloaded products and will be added to the total price of your order.

38. Can I order multiple copies of the same eBook at once?

No. Currently you can only order one of each copy.

39. Can I purchase an eBook as a gift?

At this time, eBooks cannot be sent as gifts. eBook orders can only be sent to the email address on your penguin.co.uk customer account.

40. What if I accidentally skip or erase the page that contains the link to my eBook?

You can access the eBook download link again by following the instructions on the confirmation email you receive from Penguin or by clicking the 'Your Account' link on penguin.co.uk.

41. How long will it take to download an eBook?

The download time depends on the size of the eBook you order and the speed of the modem on your computer. Download times for an average-sized eBook vary between 20 seconds and 2 minutes.

42. What is the return policy for eBooks?

All eBooks are non-returnable. For more information please read the Terms and Conditions of Sale and Purchase.

43. Do I have to be connected to the Internet to read my eBook?

No. Once you have paid for and downloaded your eBook you can read it offline without being connected to the Internet.

44. Can I print my eBook?

At this time Penguin eBooks cannot be printed.

45. Does Penguin accept submissions for electronic publishing?

At this time, no. Please take a look at our Advice for Writers document.

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Apps

46. Where can I learn more about a particular app?

To find out more information about our apps, visit our Apps page.

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47. I just purchased an app. How do I install it on my device?

Once you've purchased one of our apps it should automatically download onto your device. Please note that some of our apps, depending on the size and your Wi-Fi connection, may take a few minutes to download. However, if your app does not download, click the links below and follow instructions for your particular platform:

iTunes
Google Play
Nook

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48. Will apps run on my computer?

No. Our apps are designed exclusively for use on mobile and tablet devices.

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49. What is an in-app purchase?

An in-app purchase is an additional purchase you make within an app.

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50. Where can I find more information about my device?

iOS FAQ
Google Play FAQ
Nook FAQ

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51. I'm having trouble using a Penguin app on my Apple device.

If you are having problems using one of our apps on your Apple device, please try the following:

* Ensure device software is up to date. This can be checked by going to: settings > general > version.

* To view currently running applications, double tap the home button from the iOS home screen. Close apps to free system memory by pressing and holding until a red 'no-entry' symbol appears on the icons. Press each icon you wish to close and finally press the home button to return to normal operation.

* Power cycle the device. Press and hold the power button until the "Slide to power off" appears, swipe the red arrow to power down and after a few seconds, press the power button again to restart.

* If your problem relates to downloading and installing the app from the AppStore, please restart your computer and verify you are correctly logged into iTunes.

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52. I'm having trouble opening an app.

If an app has not opened correctly, or has got stuck/crashed at any point, close it fully before opening it again.

To do this on an iOS device, double click the home button to display your open apps along the bottom of the screen, hold your finger down on one of these icons until they all start to wiggle, then touch the "no entry sign" symbol in the top left corner of the app icon. Touch the main screen area to get back to your normal home screen. When you restart the app it should return to the home screen.

On an Android device force the app closed by going to the device settings and finding the application in the application list, then selecting "force stop".

If, however, the problem continues then try deleting the app and downloading it again onto your device.

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53. I canít hear any sound from the app.

If you can hear sound from other apps and are certain your volume is not turned down or muted (an orange dot on the button next to volume control means the device is muted), then we advise you remove the app from your device and try downloading it again.

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54. How do I get a refund for my app?

To request a refund from Apple please follow these instructions:

1. Launch iTunes on your computer.
2. Click on your Apple ID in the upper right corner of the iTunes screen. Enter your password when prompted and click "View Account".
3. Scroll down to Purchase History and click "See All".
4. Select the date you made the original purchase. Click the arrow icon at the left of the date to expand the entry and view all items purchased on that date.
5. Click "Report a Problem" next to the specific purchase for which you seek a refund.
6. Describe your reason for requesting a refund in the window that opens. Select a reason from the drop-down menu and enter the details into the "Comment" box. Be polite and give a detailed explanation why you are requesting a refund.
7. Click "Submit" and that's all there is to it. Apple customer service usually responds to you within 48 hours to let you know if your request has been granted.

If you want to claim a refund from the Google Play store (beyond the 15 minute window that they clearly advertise), you can do so within 48 hours of your purchase as follows:

1. Go to the Google Play Account page.
2. Under the Options column, click on the Report a problem link for the app you want refunded.
3. From the Select an option drop down menu, select I'd like to request a refund.
4. Fill out the reason you want a refund and click the Send Report button.

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