Frequently Asked Questions
Q How quickly will my order arrive?
Philo Trust's aim is that all UK orders should reach their destination within 7 working days.
Customers should be aware that the above is not a promise and there may be overriding factors why this is not possible ie. as the product may be made to order, out of stock, or discontinued.
Q What does 'pre-order' mean?
When a product has been given the status ‘Pre-order’ this means this item is still in production, but has been made available for advanced ordering. Philo generally give an estimated date for when the product will arrive; this can be found on the product page.
Q When will I be charged for a pre-order product?
Philo regret that we are unable to delay payment processing on Pre-order products and all customers should be aware that payment will be taken for all items on completion of checkout.
Q What does the product availability status mean?
Philo endeavour to ensure that the availability status of a product is accurate, but this is only a guide. Philo can not be held responsible if the product status in incorrect at the time of order.
Q What DVD region code do I need?
For a full explanation of DVD region codes click here >
Q How much will I be charged for delivery?
For a full explanation of Philo Trust delivery charges click here >
Q How will I receive my order for downloads (mp3 & mp4)?
MP3 and MP4 items are available via a link contained within the customer order confirmation email.
The purchase of these products does not entitle the user to share the file and only one copy may be made.
Linking or forwarding (HTML or URL) to an MP3 or MP4 product is strictly forbidden and is seen as an infringement of copyright law.
Q Is it possible for me to return my order?
If you’re not 100% satisfied with your Philo purchase, return it for any reason.
Philo will refund your using, where practical, the method used to make the original purchase (i.e. cash, cheque or card).
Simply return your purchase in resalable condition with the original packaging, including manuals, parts, and your receipt or packing slip.
For delivered items, we’ll refund your delivery charges if the item is defective.
Q I've got a discount code, how do I use it?
To obtain the product at a reduced rate, add the product to the cart and then near the bottom you will see a box labelled "Discount Code". Enter the discount code into this box and then click "Update Cart". You will then find that the individual price has been discounted.
Q I've entered my discount code but my postage doesn't change
The postage and packing charges are worked out on the full price of the item. The discount code takes money off the book only.
Q Can I purchase items for trade?
Currently we only process trade customer orders over the phone. Discounted items (Bulk Buy etc) on our website are for churches and individuals only, trade discounts are based on the products recommended retail price.