Frequently Asked Questions

1. Why take out a subscription?
By buying a subscription you will save money compared with the normal price of the paper. You will also have access to exclusive offers.
2. How does the subscription work?
Vouchers – You will receive your pre-paid vouchers, by post. Simply hand the relevant day’s voucher to the retailer as full payment for your newspaper.
Home Delivery - Your newspaper will be delivered direct to your door on the day of publication. Please note: the minimum term is one month, delivery will depend on the service availability to your home address. Prices inclusive of delivery charge.
App - Download the app from your preferred app store and then log-in using your subscriber number and email address.
3. Do I need to renew my subscription?
If you pay by Direct Debit or continuous credit card your account will be automatically updated. However if your card expires you will need to update the credit card information we hold for you. Just visit www.iliffemediasubs.co.uk to access your account and update your details.
If you pay for a fixed term by credit card, we will notify you before your expiry with details of how to continue your subscription.
4. Is the online payment secure?
Yes. We use SSL encryption software to keep the details of your order and payment information secure.
5. How do you acknowledge receipt of my order?
If you order online, we will acknowledge your order with a receipt at the end of the transaction, otherwise you will receive a confirmation letter.
6. What if I move home?
If you are planning to move, please update your details online at www.iliffemediasubs.co.uk or by calling 01223 320369.
7. What do you do with my personal information?
We use the personal information you provide (eg name, address, email address, telephone number) to process your subscription order. When you subscribe we will ask you about receiving further offers from Iliffe Media newspapers.
8. Do you use ‘Cookies’?
From time to time we may store ‘cookies’ (small files transmitted between server software and the browser on your computer) on your computer’s hard drive to make your use of the online subscription process easier. The personal information you provide (name, address, email, payment details etc) are stored on our secure server, not in a cookie.
9. What if my newspaper doesn’t publish on any given day?
In the very unlikely event that you pay for a copy that isn’t published, simply call the subscription line on 01223 320369 (Mon-Fri 9am-5.30pm) and we’ll arrange a refund for that issue at your current subscription rate.
10. Can I use my voucher to pay for a different newspaper?
No, your voucher can only be used on the date and for the newspaper title printed on it.
11. What happens if I go on holiday?
Unfortunately we are unable to issue refunds for unused vouchers. Why not give the vouchers valid while you are on holiday to a friend so they can try the paper?
For home delivery simply log-in to your account at www.iliffemediasubs.co.uk to suspend your delivery service or alternatively call our customer care team on 01223 320369.
12. What happens if my newspaper isn’t delivered?
If you are a home delivery customer please call 01223 320369 (Monday to Friday – 8am-5.30pm)
13. How do I cancel my subscription?
If you wish to cancel, you have 14 days from order in which to do so.
If you pay by Direct Debit or continuous credit card, you need to notify us of your cancellation by calling our helpline a minimum of 4 weeks before the end of your current subscription package.
14. Voucher or app refunds
Once your payment has been authorised we cannot refund any vouchers or remaining part of an app subscription that are not used.
15. Website and helpline
Visit www.iliffemediasubs.co.uk to solve your queries. If you can’t find the answer, telephone: 01223 320369 (Mon-Fri 9am-5.30pm). If you are an existing subscriber, please quote your account number.