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Frequently Asked Questions

Just click on a link to see the answer.

If you have a question which is not listed below, please feel free to either mail us at service@almasis.com or via our contact form.

Account

I don’t seem to be able to do things on this site. Why?

If you have recently registered, you are only given basic permissions until you verify your email address.
Verifying only takes a minute i.e one click.
The verification link was sent to you in an email.

If you can’t find the email, please get in contact with us.

The reasons for this is to prevent spammers from misusing the site.

FAQ topic: 

I am ordering stuff for a friend. Can I have their name on the billing invoice?

Yes.
You can specify a different name (or company) on the invoice, either before or during the order process.

Once the order is finished (and the therefore the invoice has been generated) the name cannot be changed.

FAQ topic: 

I have purchased a book and now, when I am in my account, I do not see the address which I gave in my order. Is it lost?

The addresses you gave for your billing and shipping are still in the system. When you go to your account, only the default addresses are shown. To reuse the addresses, just click on Manage shipping address or Manage billing address and the last address you gave will be shown with the possibility to set as default | edit | delete. Just click on set as default and the address will be used for future purposes as the default address.

Please note, that after an invoice has been printed, address changes in your account will not change the address on the invoice.

FAQ topic: 

Comments

I don’t seem to be able to do things on this site. Why?

If you have recently registered, you are only given basic permissions until you verify your email address.
Verifying only takes a minute i.e one click.
The verification link was sent to you in an email.

If you can’t find the email, please get in contact with us.

The reasons for this is to prevent spammers from misusing the site.

FAQ topic: 

Download

I have been downloading the files to my computers and now I can’t. Why not?

You are allowed to download the files which you have purchased several times so that you can have the file on your computer and your mobile devices, as well as a backup.

At the time of this FAQ, the number of downloads was set to five times.

FAQ topic: 

I missed downloading my files. Where can I download them?

You can find your files to download in your account under Files.

FAQ topic: 

I cannot download my file. What can I do?

There might be several reasons for this:

  • There was a problem with the internet connection causing the file transfer to be aborted
  • You have no space on your disk
  • It might have been so fast that it is already downloaded
  • There was a technical problem on our server.

There is no need to worry – you can always download your file from your account at a later date.

Please do the following:
1. See if the file is in your download directory
2. Check that you still have an internet connection
3. Try to download your file a bit later i.e. in half an hour or next day.
4. Check to see if you have enough space on your device / PC (If you are downloading to a mobile device, it might be full due to large media files)5
5. If none of the above works, get in contact with us, quoting your name and the item which you purchased. (It might take a day before we can get back to you).

FAQ topic: 

Family Books

I have collected information about the family and want to bring it into a book form. Can you do that?

We take all forms of medium and can bring it into a book form for your family.
You can select if you want it “private” or “public”.
We can provide the “distribution” part by setting up accounts for each family person, allowing them to download the files, when they want.

Invoice

My country has a lesser VAT rate. Why do I have to pay more?

Products which we sell have to be based on the UK VAT. It might be less or more than your own countries rate.

FAQ topic: 

The prices are shown with VAT. Do I have to pay VAT if I don’t live in the UK?

If you live in the EU, you will have to pay the VAT.

If you live outside the EU, the prices will be corrected accordingly.
If you log in, prices should be shown according to the address you have on your profile.

The VAT will be zero for EU companies who can supply a VAT ID at the time of purchase.

FAQ topic: 

I am ordering stuff for a friend. Can I have their name on the billing invoice?

Yes.
You can specify a different name (or company) on the invoice, either before or during the order process.

Once the order is finished (and the therefore the invoice has been generated) the name cannot be changed.

FAQ topic: 

Licence

I have a PC and mobile device. Can I read my books on all devices?

If you purchased one of our books (Publisher is Almasis) in PDF format, you have the right to read your book on all your devices.

The simplest way to do this is to log-in into your account from your other device and download the file.

FAQ topic: 

Manuscript

I have a manuscript for a book. Can I just send it to you?

Before sending in your manuscript, please get in contact with our service team either via mail or via the contact form so that we can discuss what has to be done.

Before sending a manuscript make sure you have a copy made just in case it gets lost.

We take all types – handwritten, typed, etc including pictures, etc.

FAQ topic: 

Order

I have just ordered something and I want to know what the status is. Where can I look to see its status?

In your account (to get there, click on My account at the top of the page), under Order history you can see all your orders and their status.

FAQ topic: 

Payment

I can’f find a payment on my bank statement. What is shown?

If you paid with PayPal, your statement will show PAYPAL*ALMASIS.

FAQ topic: 

Prices

My country has a lesser VAT rate. Why do I have to pay more?

Products which we sell have to be based on the UK VAT. It might be less or more than your own countries rate.

FAQ topic: 

The prices are shown with VAT. Do I have to pay VAT if I don’t live in the UK?

If you live in the EU, you will have to pay the VAT.

If you live outside the EU, the prices will be corrected accordingly.
If you log in, prices should be shown according to the address you have on your profile.

The VAT will be zero for EU companies who can supply a VAT ID at the time of purchase.

FAQ topic: 

Publishing

I have collected information about the family and want to bring it into a book form. Can you do that?

We take all forms of medium and can bring it into a book form for your family.
You can select if you want it “private” or “public”.
We can provide the “distribution” part by setting up accounts for each family person, allowing them to download the files, when they want.

I have a manuscript which has been typed on a typewriter and has been manually corrected. Will your take it?

We take all types of manuscripts and bring them into readable form. Of course the effort needed to publish increases due to the extra work caused by scanning, manually editing, and error checking via multiple reads by different people.

After we have received the manuscript we can give you a quote on the work needed.

Note: Before sending in a manscript, please contact us as to the correct address, etc.

FAQ topic: 

Returns and Refunds

I have a right in the EU to step back from my purchase contract and be refunded. Or not?

The European Common Market as well as its nations have various laws protecting the consumer. We fully honour these laws and offer extended refund services. Software, which includes e-books, videos, etc, which can be downloaded is not covered by these laws. Custom made articles as well as services are also non-returnable and non-refundable.

During the check out phase, we explicitly inform the purchaser that as soon as they start to download the files, they are opting out of a refund.

The purchaser, after paying and going through the checkout, still has the option if they are going to download the files or not.
Clicking on the download link is registered and classed as using the software, even if the download is aborted.

I want to return my eBook. How can I do this?

Electronic books belong to the category “Software”. Software is non-returnable.

We do not refund software purchases.