Below are the most frequently asked questions which we have answered.
Please check here before you get in contact with us, as you may find we have already answered your question.
About the collection
How many issues are there in the collection?
How often is the collection published?
How much does each issue cost?
- Issue 1 comes at the special price of £1.99.
- Issue 2 comes at the special price of £3.99.
- Issue 3 onwards is priced at £6.99.
How can I get copies if I live outside the UK or Republic of Ireland?
We are sorry, but at the moment we cannot send copies outside the UK and R.O.I.
Are issues available digitally?
We're sorry, but issues will not be available digitally.
Subscribing to the collection
How do I subscribe?
You can subscribe in one of three ways; online here, by telephone on 0345 193 5008 or by post by filling in a subscription form which can be found in issue 1 of the collection.
What are the subscription gifts and when will I receive them?
- 1st delivery: You will receive one free issue PLUS your magazine & card binder
- 3rd delivery: You will receive your The Lord of the Rings: The Card Game deck box
- 7th delivery: You will receive your collection playmat
Can I get the free subscription gifts without subscribing?
No, sorry, but if you’d like to subscribe you can do so here. Please note that gifts are part of a special offer only available to people who start their subscription with issues 1, 2, 3 or 4.
Have you received my subscription request? - I have not had confirmation.
If you have subscribed online, you will receive a confirmation email within 24 hours of placing your order. You should then receive your welcome email within 72 hours, containing your subscription number. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form. If you subscribe via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your order reference number and details of your subscription. If you haven't received a welcome letter after 10 days, then please contact our Customer Service Team. If you email the team, please be sure to include your full name and the collection you wish to subscribe to in the subject line.
What are your delivery methods?
All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts, magazine binders, or storage boxes may be too large to fit through letter boxes. If Royal Mail have attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'we tried to deliver' card which should have your sorting office contact details on it.
What payment methods are available?
Direct debit, Visa, Mastercard or via invoice if you take your subscription over the phone or using one of the subscription forms inserted in issues 1, 2 and 3 of the collection.
If I subscribe by Direct Debit, when will the payment be taken from my account?
Payment will not be taken until approximately 14 days after your issues have been sent out.
Can I change the payment date of my subscription?
Unfortunately, we cannot change a payment date as credit card/debit card payers are all submitted at once.
When will payments for my subscription be taken?
Payments are only taken once your order has been dispatched. Payments are taken every 4 weeks, and the date will depend upon when you take out your subscription.
What should I do if I receive an invoice for an issue I have already paid for or returned?
If you have paid for your issues or returned them within the last 7 days, please ignore the new invoice. If you have any other problems, please contact our Customer Service Team. Paying promptly will guarantee that you receive your issues at the right time and that we don’t send you reminders.
Managing my subscription and updating my details
Can I check my subscription status online?
Yes, you can now access your subscriber account online on www.hachettepartworks.com. You will need to register or log-in and then add your subscriber number to access your collection details. This will only take a few moments and then you will be able to see the following information:
- Check to see which issues and free gifts have been sent to you and when.
- Check what you have paid for and see if there is any outstanding amount.
- Add new subscriptions to your account.
- Keep track of your orders.
What if I move house?
Please contact our Customer Service Team to let them know your new address and we will update your details accordingly – where possible please do give at least 28 days’ notice for any changes of address. Please note that you cannot change your delivery address for your subscription online.
What if my card is expired or my payment details changed? How can I update my details securely?
Please give us a call on 0345 193 5008 and make sure that you don't share any of your payment or card information by email.
Replacements, returns and cancellation
How do I cancel my subscription?
You can cancel at any time giving 28 days' notice - please contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference.
How do I return an issue?
If you subscribe and decide for whatever reason not to keep a received issue, you must send it back unopened within 14 days following the receipt of your despatch to the following address:
The Lord of the Rings: The Card Game
MDA Swift Park
Old Leicester Road
Please include your subscription number with your parcel. A parcel kept more than 14 days means acceptance and the invoice should be paid promptly.
How can I get back issues?
To order back issues, please contact our Customer Service Team by one of the methods stated in the Contact section. Please note that it can take up to 28 days to deliver your back copies from receiving your request.
I have not received all my issues or gifts. How can you help?
We are sorry to hear that. If you have recently subscribed, please allow up to 28 days for the delivery of your first parcel. Our Customer Service Team can resolve this for you, please just get in touch using one of the methods on the contact page. If you email the team, please include your name and subscription number in the subject line.
Why have I received the wrong issue/s?
We will replace all your issues with the correct copies. In order for us to arrange for a replacement, please contact our Customer Service Team via phone or email. If you email the team, please include your name and subscription reference in the subject line.
I cannot find copies in the shops. What do I do?
You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you or just contact our Customer Service Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!
What should I do if I receive a damaged issue?
We replace any damaged issue free of charge. Just send us back your damaged issue and contact our Customer Service Team. It might be also a good idea to mention the problem to Royal Mail.
Why can't I get through on the telephone number given?
We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Services Team at firstname.lastname@example.org.
I cannot access some of the website pages. What can I do?
It may be a temporary problem, so please click refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please get in touch with our Customer Service Team using one of the methods on the contact page.