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Customer Service Frequently Asked Questions

Article Submission

Journals:

Placing an Order

Books:

Journals:

Methods of Payment

Books:

Journals:

Refunds and cancellations

Books:

Journals:

Online Access

Journals:

Missing Issues

Journals:

Free Access

Journals:

Memberships and Discounts

Journals:


 

Article Submission

Journals:

  • How can I submit an article?

There are specific submission guidelines for each journal that can be found on our website. To submit an article, please go to the correct page for that journal on our website and click on the Submission Guidelines tab to discover your next steps: http://www.sagepub.co.uk

 

Placing an Order

Books:

  • Which countries do you deliver to?

This website serves Europe, Africa, Asia and the Middle East.

  • Russian Federation - Please be aware there are restrictions placed on deliveries by the Russian Government; which means we can only despatch to business addresses.

Book orders from the USACanadaSouth and Central America and the Caribbean are shipped by our US office based in California. You can order from them online at www.sagepub.com .

Customers in Australia and New Zealand are served by Footprint Books and Booktopia Pty Ltd. For SAGE titles, you can order from Footprint Books online at www.footprint.com.au. For Corwin titles, please order from Booktopia Pty Ltd. at www.booktopia.com.au

Orders from India, Pakistan, Bangladesh and Sri Lanka are shipped by our India office based in New Delhi. You can order from them online at www.sagepub.in.

  • Postage & packaging

We offer free delivery for all online book orders by individuals in the UK.

UK – free shipping by post

Europe – £5.00 for the 1st item (plus £2.00 for each additional item).

Rest of UK shipping territory – £8.00 for the 1st item (plus £3.00 for each additional item)

N.B. - Please be aware that any customs charges are the responsibility of the customer.

  • Invoicing and Out of Stock

Your order will be despatched within two working days of receipt, subject to availability. You will receive an invoice from SAGE which is either an indication of despatch; or notification of availability.

Unfortunately we do not currently have live availability on our website, so we ask that you check your invoice upon receipt. 

Please be aware orders for books not yet published or temporarily out of stock will be recorded and supplied as soon as they are available. If you receive an invoice with an not yet published or temporarily out of stock item and wish to cancel please see our Cancellations Policy.

Credit cards will be charged just before time of shipment.

  • How long will my order take to reach me?

Books are sent by second class mail, and should be delivered between 3 and 21 working days from date of despatch, depending upon your location.

up to 5 Days      United Kingdom

5-8 Days           Central Europe

7-15 Days         Eastern Europe / Middle East / Northern Africa

15-21 Days       Southern Africa / Asia

  • What happens if my order doesn't reach me?

If your order has not arrived in the expected time frame as above please email orders@sagepub.co.uk or call Books Customer Services on +44 (0)20 7324 8703 between 9.00am and 5.00pm GMT

Please note the claim period is 3 months from the invoice/despatch date.

  • Is there an option for courier delivery?

We do not currently offer delivery by courier if you place your order online. Courier delivery is available on request if you place your order by phone with our Customer Services Department. This is a chargeable service for all UK shipping territories; including the United Kingdom.

UK – DPD

Europe – DHL Express or DHL Road

Rest of UK shipping territory – DHL Express

The costs of courier delivery are based on weight; please email orders@sagepub.co.uk or call Books Customer Services on +44 (0)20 7324 8703 between 9.00am and 5.00pm GMT to request a quote.

N.B. - Please be aware that any customs charges are the responsibility of the customer.

  • Delivery of digital product purchased as part of a bundle

When an order is placed for a paperback/digital bundle please be aware that the redemption code for the digital product (eBooks or Interactive eBooks) is included within the physical book. The book is shrink wrapped to protect the code inside.

Please be aware that we are unable to send your code to you via email before despatch.

  • VAT

In most cases there is no VAT on the books you buy from us. However, there are a few exceptions: multimedia products, and book orders originating from Spain or Sweden.

VAT will be added at the time of delivery for applicable elements of multimedia products at 20%.

  • Claiming Reimbursement (from your Institution) 

As an academic publisher we understand that purchases through our website can often be used in active teaching. For this reason you may require specific information on your SAGE invoice to be able to claim reimbursement from your Institution.

If this is the case; before placing your order, please email orders@sagepub.co.uk or call Books Customer Services on +44 (0)20 7324 8703 between 9.00am and 5.00pm GMT

Journals:

  • How can I subscribe to a journal?

Please refer to our 2019 Ordering Information guide for full details on how to order with us at SAGE:

https://us.sagepub.com/sites/default/files/2019_journals_ordering_information_0.pdf

You can subscribe to our journals online, by email, fax or telephone.

To subscribe online, head to our website and search for the journal title you are interested in purchasing. Click on the Subscribe button and follow the steps to purchase. Please ensure that you are in the correct region before going to the journal page to ensure you are being charged in the correct currency. This can be checked by scrolling to the bottom right-hand corner of the webpage, where you are given the option to set your location. Individuals should place their new subscription orders via the website, but when making payment for a renewal you must phone our customer service team. 

To subscribe or renew over the phone, call us directly on +44 (0)20 7324 8701. Please quote the journal title and your delivery address, as well as having a credit or debit card at the ready. Lines are open 9.30am to 17.30pm from Monday to Friday (GMT Time).

To subscribe by cheque, ensure that you make it payable to SAGE Publications Ltd in the appropriate currency. Please quote your reference number or enclose a copy of your invoice/renewal/proforma invoice with your cheque for clarity. Cheques can be mailed to the following address: SAGE Publications Ltd, Unit 18 Titan Drive, Fengate East, Peterborough, PE1 5XN, UK.

To subscribe by fax, you can send your order details to +44 (0)20 7324 8733. Please quote the journal title, your delivery address and include full payment details.

To subscribe by email, contact our customer services team at subscriptions@sagepub.co.uk, where our team can provide you with more details on providing payment via bank transfer or any of the above methods. Please note that due to GDPR regulations, we cannot accept credit card payment via email.

  • How can I renew an existing subscription?

You will be sent a reminder in the post when your subscription is nearing its end, including a renewal invoice that you can complete and mail back to us. You can alternatively renew with SAGE via fax or telephone (see above). Unfortunately, it is not currently possible to renew your subscription on our website. Please note that due to GDPR regulations, we cannot accept credit card payment via email.

  • Where can I find the subscription rates?

You can find your appropriate subscription rate by heading to our website and searching for the journal that you wish to subscribe to: http://www.sagepub.co.uk. Please ensure that you are in the correct region before going to the journal page. This can be checked by scrolling to the bottom right-hand corner of the webpage, where you are given the option to set your location.

  • What journal format options are available?

There are a range of subscription types available with us at SAGE. Please note that not all subscription types are available for all journals.

Print - You will receive hard copies of the journal delivered to your stated address throughout the duration of your subscription. The print subscription type we offer at an institutional rate includes rolling two year access online, meaning you will be able to access content from the year that you subscribe and the year prior on our SAGE Journals platform. As an individual, you can purchase a print only subscription. Though not all subscription types are available at an individual rate, selected titles can be purchased with online access. Please refer to our pricing options for more information.

Electronic - You will receive electronic access for the year of your subscription, including access to backfile content (in most cases, dating back to 1999).

Electronic Plus BackfileYou will receive electronic access for the year of your subscription, including access to backfile content (in most cases, dating back to 1999) and archived periodical content dating prior to 1999. Access is available via our SAGE Journals platform: http://journals.sagepub.com/

Combined – You will receive both hard copies of the journal delivered to your stated address and electronic access, including access to backfile content (in most cases, dating back to 1999) throughout the duration of your subscription.

Combined Plus Backfile You will receive a print copy of each issue included in the volume for the year you subscribe, as well as electronic access for subscription duration (including access to backfile content, in most cases dating back to 1999, and archived periodical content dating prior to 1999).

You can purchase individual articles electronically by heading to our website and searching for the journal title: https://uk.sagepub.co.uk. Please note that this is operated on a pay-per-view basis, whereby you will be given a 24 hour window to download and save your purchased content.

You can also purchase single print issues and backfiles, starting from 1999 when we began offering online subscriptions. To check pricing, confirm availability or to place an order, please telephone +44 (0)20 7324 8701 or email our customer service team at subscriptions@sagepub.co.uk. Print copies of backfiles dated earlier than 1999 are available for many SAGE titles. If you are interested in purchasing an early issue, please email the Periodical Services Company: psc@periodicals.com

  • When will my subscription begin?

Subscriptions will commence with the first issue of the calendar year, unless otherwise requested.

Methods of Payment

Books:

  • What currency can I pay in?

At SAGE London, we can only accept GB Sterling for our customers.

  • What methods of payment do you accept?

Pre-payment by credit card is required for orders placed via our Website; we accept Visa Debit, Visa, MasterCard and American Express.

  • When do you debit my credit card?

We will not debit money from your credit card until just before your book/s are despatched. If you have ordered several books with different availabilities, we will debit your credit card as each of those books become available.

Journals:

  • What currency can I pay in?

At SAGE Publications Ltd in London, we accept pound sterling (GBP) for customers across UK, Europe, Africa and the Middle East. For customers in Asia, we accept payment in US Dollars (USD).

If you are a customer based in the US, please find more information on our US website: https://us.sagepub.com/en-us/nam/ecomm-help. If you are having trouble accessing the correct region, scroll to the bottom right-hand corner of the webpage, where you are given the option to set your location to the correct country.

  • Can I pay after I have received my first issue?

SAGE operates a pre-payment policy for our journals. We are only able to send out issues on receipt of payment.

  • Can you process an invoice for me beforehand?

Here at SAGE, we are happy to process a proforma invoice for any of our institutional customers. We will not process invoices for agents or individuals, although we can send out receipts for tax purposes if this is requested. You can email our Customer Service team at subscriptions@sagepub.co.uk if you require a receipt or proforma invoice. When emailing us, please remember to state your SAGE reference number and the relevant journal titles.

  • Will I be charged VAT on my subscription?

You will be charged tax in accordance with the prevailing VAT rules and rates at the point of invoicing.

Refunds and Cancellations

Books:

  • Refunds Policy

If your order arrives damaged, or you receive the incorrect book, you can return it for exchange or refund within 30 days of receipt, and we will pay return postage.

If you ordered the wrong book, decide it is not suitable, or simply wish to cancel your order, you may also return it – in mint condition – within 30 days of receipt, but you will be responsible for return postage.

Please be aware that to be considered in mint condition the following products: Paperback & ebook, Paperback & Interactive eBook and Slim Pack, have to be returned with the shrink wrap intact.

In all cases, please contact our Customer Services Department by email: orders@sagepub.co.uk and they will give you details about how and where to return the book.

  • Cancellations Policy

You can cancel your order as long as the books have not been despatched. If we have already charged your credit card, we will arrange for your card to be refunded. If your order has already been despatched, you may return it – please see Refunds Policy above.

  • Books Only: If I have a complaint/comment/request, who do I contact? 

For orders, stock queries or general queries please contact orders@sagepub.co.uk

N.B. Please include the reason for your email in the email subject.

For technical issues please contact onlinesupport@sagepub.co.uk

For online (lecturer/student) resources please contact digitalcontent@sagepub.co.uk

N.B. Please describe any technical issue as best as you can, if possible with screen shots.

Journals:

  • Can I request a refund for my subscription?

If you are an individual subscriber and are not completely happy with your subscription, please contact us shortly after receipt of your first issue and we will be pleased to arrange a full refund. Institutional refunds must be requested before elements of the subscription are fulfilled. For more information on whether you can qualify for a refund, please contact our customer service team: subscriptions@sagepub.co.uk.

  • How do I cancel my subscription?

Cancellations are only accepted at the end of the subscription period or prior to the shipment of the first issue in the subscription. Cancellations requested halfway through the subscription term cannot be refunded. For more information or to cancel your subscription at the end your subscription period, please contact our customer service team: subscriptions@sagepub.co.uk.

Online Access

Journals:

  • I've just purchased a subscription on your website but I cannot access the content - why is this?

Your subscription content will be available for you to access on our SAGE Journals platform the day after you purchase on our website.

  • How do I get access to my individual subscription?

To access an individual subscription:

  • Log on to https://journals.sagepub.com/login with the email address used to purchase the subscription
  • Select the Access Options bar
  • Select View My Account from the Access Options pop-up page
  • Select My Account > My Content from the left-hand menu to view purchased journals and articles
  • Select the journal name from the Journals tab on the My Content page to go to the journal homepage

If the account is new with no previous purchases, please verify the account's email address. This can be done by resetting your password: http://journals.sagepub.com/action/requestResetPassword.

 

Please note that subscriptions will not be activated immediately, as they require approval and activation from our online support team.

  • How do I get access to my institutional subscription?

To register as an account administrator, please contact onlinesupport@sagepub.co.uk with the institutional account details and a valid email address.

To log in as administrator:

  • Go to the Sign in to SAGE Journals page at http://journals.sagepub.com/login
  • In the My Account page section, enter the account administrator email address and password
  • Select the Sign In button
  • Once logged in, select the Access Options bar
  • Select View My Account from the Access Options pop-up page to display the Personal Details page 
  • Institutional Administration pages are accessible from the left-hand menu
  • I don't remember my username/password - how can I reset it?

If you do not remember your username/password, you can reset it here.

  • How do I view a usage report for my institutional subscription?

To access usage reports:

  • Log in as account administrator at https://journals.sagepub.com/login
  • Select the Access Options bar
  • Select View My Account from the Access Options pop-up page
  • Select Institutional Account > Usage Reports from the left-hand menu
  • In the Current COUNTER Reports > Create a report page section, the following report parameters can be changed to generate different usage reports:
    • Time period (Specific year or date range)
    • Report type (Journal or platform reports)
    • Report format (XML, HTML or tab-delimited text)
    • Recipients (Defaults to account administrator email address)
  • Select the Submit button
  • The report is generated and emailed to the specified recipients

If you are having trouble accessing your usage report, contact our online support team: onlinesupport@sagepub.co.uk.

  • I still can't access my journal or find the information I need - who can I contact?

Our SAGE Journals Knowledge Base contains in-depth information regarding technical support issues you may be facing. Head to the Journals Knowledge Base and search for relevant articles associated with your subscription: https://journalssolutions.sagepub.com/support/home.

If you should have any further queries or cannot find what you are looking for on the SAGE Journals Knowledge Base, please contact onlinesupport@sagepub.co.uk.

Missing Issues

Journals:

  • I am missing an issue from my subscription - can I claim another copy?

Before making a claim, please do check the publication schedule on that journal’s page on our website, in case the issue has not yet been released: https://uk.sagepub.co.uk. Standard delivery time is 4-6 weeks for customers in Europe and 6-8 weeks for customers in Asia and Australia, as all journals are printed on demand. Please allow this delivery time before making an initial claim for a newly published issue. In adherence with our policy, we will only provide a maximum of two replacement copies. Any replacements following this can be purchased at the standard single issue price. SAGE reserves the right to refuse multiple claims per issue. It is additionally worth noting that replacement copies of missing issues can only be sent if a claim is received by us within six months of the date of publication.

If your claim falls within our claim’s policy, please email our customer service team at journalclaims@sagepub.com stating the journal title and your full address with details of payment. We will then be able to trace your order and get the missing issues processed for you straight away.

  • The journal I subscribe to is being taken over by SAGE - do I claim with you?

Please email our customer service team at journalclaims@sagepub.com stating the journal title and your full address with details of payment. We will then look into whether we can fulfil claims for the transitioned journal in question.

 

Free Access

Journals:

  • Can I get a sample copy?

For most SAGE journals, a free sample issue is available online. To view a sample issue, please search for the journal here and click the Sample Issue button, under the About heading.

  • Can I get free online access?

SAGE periodically conducts free access to SAGE journals, whereby institutional registrants can sign up and gain access to all content for a limited period of time. Explore the list of current free trials on our website: https://journals.sagepub.com/page/help/free-trials. Please note that customers wishing to subscribe to a journal after this time are required to pay for the standard subscription. If you wish to be informed of free trials relating to your subject, please sign up for new product alerts.

  • Do I need to re-register for a new trial?

If you have previously registered for a free trial (the customer number begins with REG), you can use your credentials to sign up for a new trial.

Memberships and Discounts

Journals:

  • Do I qualify for an individual or institutional rate?

If your subscription is for personal use only, you can subscribe at the individual rate. If the subscription is for institutional or corporate use, an institutional rate will be charged for the subscription.

  • What is the standard agency discount?

SAGE’s standard agency discount is 3%.

  • Do I qualify for DDP (Deep Discount Price)?

Customers are only eligible to receive a print subscription at the DDP rate if they have a contract agreement to a SAGE online-only package containing the relevant journal. DDP rates are shown in the price-list.

  • I have a society membership - who do I contact?

For customer queries relating to journals received as part of a society membership, please email membership@sagepub.co.uk.

  • I require a multi-site/consortia quote for my subscription - who do I contact?

Information on our offerings for library consortia deals may be found here.

For multi-site or consortia quotes for Europe, the Middle East and Africa, please contact Gavin Lythe.
For multi-site or consortia quotes for Asia and Australasia, please contact Rosalia da Garcia.