Below are the most frequently asked questions which we have answered.
Please check here before you get in contact with us, as you may find we have already answered your question.
ABOUT THE COLLECTION
How often is the collection published?
Issues 1 to 9 of the collection are published fortnightly to give you a chance to get into the collection at a relaxed pace. From issue 10 onwards the collection will be published weekly, so you will start to see your quilt come together quickly.
How much does each issue cost?
- Issue 01 comes at the special price of £0.99. Premium subscribers will pay £1.99.
- Issue 02 comes at the special price of £2.99. Premium subscribers will pay £3.99.
- Issue 03 onwards is priced at £4.99. Premium subscribers will pay £5.99.
How many issues are there in the collection?
90 issues are planned in the collection.
How can I get copies if I live outside the UK or Republic of Ireland?
We are sorry, but at the moment we cannot send copies outside the UK and R.O.I.
Are issues available digitally?
We're sorry, but issues will not be available digitally.
SUBSCRIBING TO THE COLLECTION
How do I subscribe?
You can subscribe in one of three ways; online, by telephone on 0345 155 6394 or by post by filling in a subscription form which can be found in Issue 1 of the collection.
What are the subscription gifts and when will I receive them?
- Gift one - rotary cutter with your 1st delivery
- Gift two - collection binder and dividers with your 3rd delivery
- Gift three - quilting ruler with your 5th delivery
- Gift four - fabric tin set with your 7th delivery
Can I get the free subscription gifts without subscribing?
No, sorry, but if you’d like to subscribe you can do so here. Please note that gifts are part of a special offer only available to people who start their subscription with Issues 1, 2, 3 or 4.
Have you received my subscription request? - I have not had confirmation.
If you have subscribed online, you will receive a confirmation email followed by your welcome email, both will be sent within 24 hours of placing your order. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form. If you subscribe via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your order reference number and details of your subscription. If you haven't received a welcome letter or email after 10 days, then please contact our Customer Service Team. If you email the team, please include your name in the subject line.
What payment methods are available?
Direct Debit, Visa, Mastercard or via invoice.
If I subscribe by Direct Debit, when will the payment be taken from my account?
Payment will not be taken until approximately 14 days after your issues have been sent out.
Can I change the payment date of my subscription?
Unfortunately, we cannot change a payment date as credit card/debit card payers are all submitted at once.
When will payments for my subscription be taken?
Payments are only taken once your order has been dispatched. Payments are taken every 4 weeks, and the date will depend upon when you take out your subscription.
What are your delivery methods?
All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts, magazine binders, or storage boxes may be too large to fit through letter boxes. If Royal Mail have attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'we tried to deliver' card which should have your sorting office contact details on it.
What should I do if I receive an invoice for an issue I have already paid for or returned?
If you have paid for your issues or returned them within the last 7 days, please ignore the new invoice. If you have any other problems, please contact our Customer Service Team. Paying promptly will guarantee that you receive your issues at the right time and that we don’t send you reminders.
How does the premium subscription work?
The premium subscription is an exclusive offer giving you the opportunity to receive additional gifts throughout the collection by paying only £1 extra per issue. That means as a premium subscriber you get all of the benefits of a regular subscription (including the subscription gifts), plus you'll receive your quilt backing fabric and wadding PLUS 5 extra bundles of fabrics! You can begin a premium subscription by subscribing here and selecting the premium subscription option. If you have already begun your subscription but wish to upgrade to a premium subscription, you can do so before you reach Issue 05. In order to upgrade, please contact our Customer Service Team.
When will I receive my premium subscription gifts?
You will receive your premium fabric bundles with issues 8, 24, 40, 56, 88 and your quilt wadding and backing fabric with issue 72.
When I start my premium subscription, what issue will I start paying the additional £1 from?
You will start paying the extra £1 from your starting issue. The free issue you're entitled to as a subscriber will of course remain free. If you start your subscription at a later issue you just have to pay an additional £1 per issue for the issues you have missed. Please note that you can only upgrade your premium subscription until Issue 5.
I want to cancel the premium side of my subscription and continue to receive the issues at the regular price. Can I get a refund for the premium payments that I have already paid?
Please contact our Customer Service Team if you want to cancel the premium side of your subscription.
- If you have not yet received your first set, you will be entitled to a refund.
- If you have received your first set and then decide to cancel before you receive the second premium set, you will only receive a refund on the issues you have paid the extra £1 on since the first premium set.
- If you have received your second premium set and then decide to cancel before you receive your third premium set, you will only receive a refund on the issues you have paid the extra £1 on since the second premium set. The same principle applies for all premium sets.
If I cancel my subscription am I able to pay the remaining premium payment to receive the additional items?
No, premium items are only available if your subscription is still running.
MANAGING MY SUBSCRIPTION AND UPDATING MY DETAILS
Can I check my subscription status online?
Yes, you can now access your subscriber account online on www.hachettepartworks.com. You will need to register or log-in and then add your subscriber number to access your collection details. This will only take a few moments and then you will be able to see the following information:
- Check to see which issues and free gifts have been sent to you and when.
- Check what you have paid for and see if there is any outstanding amount.
- Add new subscriptions to your account.
- Keep track of your orders.
What if I move house?
Please contact our Customer Service Team to let them know your new address and we will update your details accordingly. Please note you cannot change your delivery address for your subscription online.
What if my card is expired or my payment details changed? How can I update my details securely?
Please give us a call on 0345 155 6394 and make sure that you don't share any of your payment or card information by email.
REPLACEMENTS, RETURNS AND CANCELLATION
How do I cancel my subscription?
You can cancel at any time giving 28 days notice - please contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference. Please note that it can take up to 28 days to deliver your back copies from receiving your request.
How do I return an issue?
If you subscribe and decide for whatever reason not to keep a received issue, you must send it back unopened within 14 days following the receipt of your despatch to the following address:
Peter Rabbit Patchwork Quilt
PO Box 77
Please include your subscription number with your parcel. A parcel kept more than 14 days means acceptance and the invoice should be paid promptly.
How can I get back issues?
To order back issues, please visit the Hachette Partworks shop. Alternatively, you can contact our Customer Service Team by one of the methods stated in the Contact section but please note that it can take up to 28 days to deliver your back copies from receiving your request.
I have not received all my issues or gifts. How can you help?
We are sorry to hear that. If you have recently subscribed, please allow up to 28 days for the delivery of your first parcel. Our customer services team can resolve this for you, please just get in touch using one of the methods on the contact page. If you email the team, please include your name and subscription number in the subject line.
Why have I received the wrong issue/s?
We will replace all your issues with the correct copies. In order for us to arrange for a replacement, please contact our Customer Service Team via phone or email. If you email the team, please include your name and subscription reference in the subject line.
I cannot find copies in the shops. What do I do?
You can ask your newsagent to place a regular order for you, so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you or just contact our Customer Service Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!
What should I do if I receive a damaged issue?
We replace any damaged issues free of charge. Just send us back your damaged issue and contact our Customer Service Team. It might be also a good idea to mention the problem to Royal Mail.
Why can't I get through on the telephone number given?
We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Services Team at firstname.lastname@example.org.
I cannot access some of the website pages. What can I do?
It may be a temporary problem, so please click refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please get in touch with our customer services team using one of the methods on the contact page.