Frequently Asked Questions


Q: My card has been declined even though I have enough money in my account. Can you help?

A: Please ensure that you have entered your debit/credit card details correctly and have used one of the accepted card types detailed on our site. In the event that there are further issues please contact the

Q: I'd like to pay via Amex or PayPal, do you accept these methods of payment?

A: No - we currently only accept Visa, Visa Electron, JCB, Mastercard and Maestro. We do have plans to introduce PayPal as a payment method in the near future.

Q: I'd like to pay via Purchase Order from my school, is this possible?

A: Unfortunately we don't currently accept payment via purchase order.

Q: I'd like to buy a Promethean Interactive Whiteboard please can you give me a quote?

A: We have numerous business partners/resellers around the world that you are able to purchase Promethean Interactive Whiteboards from. Please select the HOW TO BUY link for further details of your nearest reseller.



Q: I have ordered some shippable items via the online shop but haven’t received them.

A: We do our best to process your order within 5 working days. If you still haven't received your order please email us at

Q: I have ordered a downloadable product and don’t seem to have received the link?

A: Please check your email account and your Junk folder as we will have sent you an order confirmation once you have made your purchase. This email will provide you with a link to your downloadable products. Alternatively your download’s will be available by visiting Promethean Planet and once logged in, go to My Planet > Purchases ( In the event that you have a further issue please contact us at

Q: I would like a VAT invoice for my purchase.

A: You should have received a UK Store VAT receipt by email upon confirmation of your order. In the event that this has not been received could you please contact us at

Q: Shippable items: I have changed my mind about the order please can I have a refund?

A: You may cancel a confirmed order within 7 days of receiving your product(s). You will need to inform us by email and return the products to us in the same condition in which you received them at your own cost and risk. We will refund your credit card for the value of the product.

Q: I ordered a shippable item but I've been sent the wrong product. How can I get it replaced?

A: Email us at and provide us with your name, email address and details & date of your order including NIN reference. We will send you a label (via email) to return the product to us and, once we've received the item, we will refund your credit card for the value of the product.

Q: What is the difference between different UPS services offered?

A: UPS Standard Rate guarantees delivery by the end of the next business day *excluding Highlands and Islands where extended delivery will apply. UPS Saver guarantees next business day delivery by noon. UPS Express guarantees next business day delivery before 10.30 am.

Q: I've completed my purchase however I'm prompted to create an account. Do I have to?

A: It is not necessary to create an account with Need it Now you can still continue to purchase via the site as a Guest user however, creating an account would allow you to access historic transactions and simplify the process of storing shipping/invoice destinations.

Q: I have forgotten my Account login details. How can I retrieve them?

A: Your account login details comprise of your email address and password. If you've forgotten your password, click Forgot your Password link on the log-in prompt. Enter your email address and we will send your account details to the email address you provided.

Q: Can I buy digital content on the Need It Now site?

A: Digital content can be purchased from our Promethean Planet Store by selecting the following link for Promethean Planet . Note that once an item has been downloaded, we are unable to issue a refund for these products.